Operating System Support Standards - Proposed

Contacts

HelpDesk: helpdesk@stcloudstate.edu

Objective

This document is to establish a support standard for operating systems and to show a timeline for operating system implementation and phase out.  The plan uses vendor (Microsoft/Apple) published “Life Cycle” dates and analyzes the effects on campus services for a particular operating system.

Audience (stakeholders)

Campus technical support personnel and all campus computer users.

Benefits

  • Clearly define operating systems supported on campus
  • Guidelines for supporting operating systems 
  • Process to adopt new operating systems
  • Process for phasing out legacy operating systems
  • Establish mechanism for phase out planning and dates

Concerns

  • Effect on software upgrades
  • Support issues for legacy workstations

Communication

  • E-mail announcement to the campus
  • Notice to Deans to announce to their colleges
  • Posted on the HuskyNet website
  • Informational meetings will be held with stakeholders (college techs, HelpDesk personnel, student workers, etc.)
  • Publish URL to clearly define plans to users on campus

Support Levels

Category
Description
Support Level
Evaluation
Computing & Technology Services (ITS)is currently in the process of evaluating this Operating System for use and support at St. Cloud State University. This will be based on several factors, including St. Cloud State University's needs, functions and stability of the O/S.
Limited Support
Early Adoption 
This is an implementation phase (pilot) to allow the campus exposure to the application. Limited Support
Full Adoption and Use 
The O/S has been through ITS evaluation process and has been approved for use on St. Cloud State University computers. This is the recommended O/S to be used on campus.
Full Support
Phase Out 
The O/S has been replaced by a newer version or different OS, or the manufacturer is no longer fully supporting the OS. Recommendations are to upgrade to the newer OS.
Best Effort Support
Legacy Support 
This OS may or may not have been replaced by a newer version or the manufacturer is no longer fully supporting this OS. Recommendations are to upgrade the newer OS if it is available.
Best Effort Support
No Support
No support for this OS is provided. No Support
End-of-Life Date
This is the date that the software manufacturer has set to stop supporting the application. Not all companies post End-of-Life dates. No Support

Definitions

Full Support
ITS and HelpDesk personnel will perform installation and troubleshoot technical issues for university-owned computers via phone, e-mail and hands-on support. Training is available on campus.
Limited Support
ITS and HelpDesk will perform limited installation and troubleshoot technical issues for university-owned computers via phone, e-mail and hands-on support.
Best Effort
ITS and HelpDesk provide "Best Effort" support, a one hour limit will be applied when troubleshooting non-supported operating systems. If ITS and/or HelpDesk determines it cannot resolve the problem or issue within 1 hour, the support issue may be referred to another solution method.

Operating System Matrix

    Support Stage
Operating System Version Evaluation Early Adoption Full Adoption Phase Out Legacy Support No
Support
End of Life Date
Windows 95
8/1995
6/2007
12/2000*
98
6/1998
6/2007
6/2002*
ME
12/2000
6/2007
12/2003*
NT 4
6/2007
6/2003*
2000 Pro
3/2000
6/2000
9/2000
6/2003
6/2004
7/2008
6/2005*
XP Pro
1/2002
3/2002
9/2002
6/2009
6/2010
6/2011
12/2006*
Vista
1/2007
6/2007
6/2008
6/2010
6/2011
6/2012
4/2012
7
7/2009
1/2010
6/2010
       
Macintosh 8.x
7/1997
6/2007
None
9.x
10/1999
6/2007
None
10.0
3/2001
6/2007
None
10.1
9/2001
6/2007
None
10.2
8/2002
6/2007
None
10.3
10/2003
6/2007
1/2008
6/2010
None
10.4
4/2005
9/2005
6/2006
6/2008
1/2009
6/2011
None
10.5
3/2007
6/2007
9/2007
6/2010
1/2011
6/2012
None
10.6
8/2009
1/2010
6/2010
   

* See online document that outlines Microsoft Support Lifecycle: http://support.microsoft.com/gp/lifeselectwin

Reviewed by TLTR
Spring 2011