What We Provide
Your Responsibility as an EUI Computing Client
In order to facilitate the support process, members of the Institute are asked to:
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Provide detailed information regarding any service request
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Make every effort to be available to communicate with IT User Support staff, if required
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Give consent to IT User Support staff to access the computer remotely when requested
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Notify the IT User Support in advance for any pre-determined assistance required
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Check the ICT Service website frequently for information, particularly for links to self-help assistance
Remote Desktop Access and Management
For faster response time, IT User Support staff may attempt to resolve issues at the time of the service call, using remote access tools.
IT User Support staff will request and receive the caller's consent before accessing the machine remotely. If consent is not given, the call will be assigned an appropriate level of priority for subsequent treatment.
In order to ensure the integrity of the IT infrastructure, software patches and security updates are installed periodically on all Institute-supported desktops (not personal laptops) via an automated system.
The updates/patches are applied (i.e. copied) silently during any time the computer is running and is connected to the Institute network, and they become effective at the next restart.
Critical Monitoring
Critical equipment is mirrored (i.e. the data which is processed is duplicated and stored) in order to avoid hardware bottlenecks. This has been applied to 70% of the present installation so far, and activities are currently underway to extend this further.
Remote checks are run 24 hours a day to detect faults automatically and inform the ICT Service. The ICT Service support companies extend the intervention late into the evening on workdays, during weekends and during official EUI closures.
The following systems are classified as critical:
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Mail system (including Webmail access)
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Web: content management system
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Institute network infrastructure
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INTERNET connectivity and VPN service
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Library Catalogue, Library CADMUS/DSPACE, Library electronic resources access (e.g. JSTOR, ECCO, EconLit)
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Remote computing (i.e. use of remote access to high-speed computing resources)
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Users' home directories
User computing accounts, including email accounts, are set up and renewed automatically on the basis of status information provided by the Academic Service, Personnel Service, Departments, Schuman Centre or Max Weber Programme.
Initial account information is distributed to users upon arrival by the Academic Service or the Welcome Unit.
See also Private Storage Area [1] Personal Web space [2] , Internet access through LAN (Local Area Network), WiFi (Wireless), VPN (off-campus Intranet access), EUI 56K modem dial-up.
User support is provided by the IT User Support. For assistance with personal laptops see Portable Device Support .
Users must always initiate their requests for support, consulting, purchase, software configuration/installation, etc. by addressing the IT User Support who will either deal with the problem personally, or, if specific competences are required, forward it to specialized IT personnel.
A centralized client call database is maintained; this handles user requests and guarantees that they are addressed in a timely fashion (see details in the following sections) and followed up until they are resolved.
All user requests for support/maintenance should go to IT User Support.
Your local IT User Support Office is the first contact point for questions on computing-related matters. It provides support to all Institute faculty, researchers and administrative staff requiring assistance in the following areas: IT resources; personal laptops; connections; e-mail; software; heavy computational tasks and IT purchases.
When IT User Support is called upon to address a problem the request is acknowledged as soon as possible (within four hours at most).
The priority level of the problem is evaluated by the IT User Support together with the user. On average, support requests are treated and solved within the day.
This may vary according to the priority of the support request (blocking problem/non-blocking problem/administrative request).
If the request cannot be fulfilled within the day—e.g. the call is processed by other groups outside the IT User Support area—the user is notified of the estimated time.
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Badia Fiesolana
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Int. 2338, Email: BF-Site@eui.eu
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Villa Schifanoia buildings
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Int. 2553, Email: VS-Site@eui.eu
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San Domenico buildings
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Int. 2800, Email: SD-Site@eui.eu
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Villa San Paolo
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Int. 2903, Email: SP-Site@eui.eu
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Villa La Fonte
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Int. 2835, Email: VF-Site@eui.eu
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Villa Il Poggiolo
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Int. 2601, Email: VP-Site@eui.eu
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ICT Service Management and Administration can be reached during working hours at: ext. 2590 (+39-055-4685-590), email: CompServ@eui.eu (see also IT User Support ).
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Location
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PCs
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Printers
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WiFi
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Badia (SPS)
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Computer Lab
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18
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2
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SPS Open Space
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5
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√
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Canteen
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2*
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√
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Cloister
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1*
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√
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Library
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30*+15
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6
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√
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San Felice
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1
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Theatre
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√
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San Domenico
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√
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Malafrasca (RSCAS)
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√
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La Fonte (MWP)
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√
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San Paolo (ECO)
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40
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2
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√
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San Paolino
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10
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1
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Schifanoia (HEC & LAW)
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Computer Lab
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20
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1
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√
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Canteen
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√
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Casale
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2
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1
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* = available for web-browsing only
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Users should read the ICT Service instructions on connecting laptops to the EUI network before asking us for help.
Users using Windows XP, Windows Vista or Macintosh OSX 10.4.xx and 10.5.xx who need help with software configuration should contact the Portable Device Support .
If this does not solve the user's problem, the IT User Support staff can provide guidelines or assistance.
Users have an obligation to install virus scanning software and keep it updated.
For laptops that do not use English versions of software, assistance is given on a case-by-case basis.
For laptops configured for a network at the user's previous institution, it is the responsibility of the user to obtain permission for any settings to be changed. If Portable Device Support staff make changes to these settings to allow connection to the EUI network, it is the responsibility of the user or the user's institution to reset them when returning to that institution.
The timescale for instruction and for carrying out any assistance operations should be agreed between the user and IT User Support staff.
If laptops are handed over to IT User Support staff, it is the user's responsibility to back up and secure their data beforehand. Support staff are not responsible for any lost data. Ask IT User Support for instructions on backing up.
Laptops bought with research funds are treated as personal laptops. The initial configuration and installation of software is carried out by the IT User Support.
It is possible to connect privately owned laptops to the internal network via cable or wireless connection, as well as remotely via VPN.
See also Using a Personal Device on a Network Connection to the EUI LAN and/or WiFi , Wireless Access at the EUI (EUI-WiFi) , and High-Speed Computing (Citrix and CASPUR).
Private Storage and Web Space (when you logon to the EUI internal network)
There are several shared disk storage areas available. Your storage area on the file server is your G: drive. There is also a personal Web page area usually associated with the W: drive.
Depending on which department you belong to, this partition is on a different server. For your information, we have listed the names of the servers where the storage areas are located:
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Server
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Description
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Ressrv1
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SPS, HEC & LAW researchers' storage
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VSPSRV1
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ECO researchers' storage
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BFSRV3
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MWP and RSCAS storage
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Cygnus
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Personal Web space area
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Access to G: and W: space is also possible from personal laptops .
Some of the research software installed on the lab PCs is available for installation on users' personal laptops. Researchers may ask their local IT User Support for a copy of the WelcomePack DVD containing these programmes.
Serial numbers/codes for the software installation/registration are obtained from the IT User Support upon signing a License Agreement Form.
(See also Research Software .)
These jobs can be run through the Citrix Farm or through CASPUR.
The Citrix Farm is a group of local Windows servers based at the Economics Department and maintained directly by the ICT Service. The main features of this facility are:
Worldwide accessibility via Internet browser + VPN
User-friendly interface
Windows-based software
Jobs running interactively
Your private storage area is directly accessible
CASPUR is a Unix-based platform run by the University of Rome. It offers more calculation power than the Citrix Farm and its main features are:
Worldwide accessibility via Internet browser or Terminal Services
Unix-based command prompt interface
Unix software
Jobs run in batch mode
Hardware
Administrative and academic staff are provided with a standard hardware configuration: desktop PC, 17" flat screen. This is renewed every 3 years for professors and users with special needs, and every 6 years for others.
New professors are supplied with the most recent desktop PC configuration in stock. Mac-based hardware of the same level is also available. New professors should notify us of software/hardware needs before their arrival.
Professors can purchase one of three models of laptop. Purchase of non-standard laptops or other computing platforms is allowed if justified by research needs. In both cases 8% of cost value is added for supplier support.
Purchase of peripherals (e.g. external hard disk, scanner, USB pen) and software products for research other than products listed by the ICT Service are bought at the user's expense, i.e. from any non-ICT Service funding source.
For PDAs/Smartphones the ICT Service generally approves items that cost less than €450 excluding tax. Higher costs require a more careful evaluation as they do not always imply better performance.
The EUI IT structure is more compatible with Microsoft-based products, we suggest staying with products based on Microsoft Windows Mobile 5.5, 6.0, 6.1 or above.
All requests for purchase must be sent to the Administrative Site Officer (ASO). The ICT Service will notify the user if the requested product may be incompatible with EUI IT infrastructure.
For standard Smartphones and mobile broadband access cards contact the Logistics Service.
Laptops purchased with research funds are treated in the same way as personal laptops (see Personal Laptop Use Policy ), but the initial configuration is carried out by the ICT Service.
Software
A standard software configuration consisting of a baseline software model is installed on all standard EUI hardware configurations. For researchers and fellows a suite of research-oriented software applications is also installed.
Software bought within the EU is reimbursed including VAT up to a maximum of €258; above that sum, VAT is not reimbursed. This does not apply to software bought outside the EU.
For professors, software products for research other than products listed by the ICT Service can be procured by billing the research funds in the same way as for hardware.
Requests for purchase must be sent to the Administrative Site Officer (ASO) who informs the user of the expected time of delivery. The ASO can also be asked to purchase downloadable software. Purchases made via personal computing accounts, e.g. on iTunes App Store via personal Apple ID, cannot be authorized and/or reimbursed.
The ICT Service will notify the user if the requested product may be incompatible with the EUI IT infrastructure. The software is registered to the EUI and becomes its property. After purchase/download or receipt of the software, the license code must be sent to the ICT Service (compserv@eui.eu ).
When the user leaves the EUI s/he is legally responsible for deleting the software from the computer(s).
[1] On the Institute fixed workstations this is connected automatically and visible as drive G:; on personal computers (WINDOWS, MAC, LINUX) the server containing the private storage area must be connected by the user.
[2] On the Institute fixed workstations this is connected automatically and visible as drive W:; on personal computers (WINDOWS, MAC, LINUX) the user must connect the server containing the personal web space, Cygnus.