NOTE: Anything not covered below–discussion required. Contact the IT Service Desk: 859-622-3000
Audio-Visual Services
The EKU IT department provides funding for the university defined standard classroom. Audio-Visual requests for new learning space or upgrades to an existing space outside the scope of a university classroom should be submitted to the IT Audio-Visual team via the IT Request Form. Costs for the space along with future maintenance for the non-standard space will be incurred by the requestor. An IT AV team member will work with the requestor on classroom needs and provide a quote. The IT AV team will lead the project upon approval of the costs to be incurred.
Grant-funded areas pay a monthly port usage charge: $15
For new construction, project budget funds network equipment
Telephones
Any replacement phones due to damage will be charged to the department.
A Microsoft phone license is assigned to all full-time staff. Any calling needs outside of full-time staff could incur a licensing charge.
Computer/Server Resources
Virtual Server yearly cost to department
Memory – 1GB RAM: $4
Storage – $0.28 per GB per year
Processor – up to 2 virtual processors provided at no cost
Software licensing for requested software for that server is covered by the department
Network Drive Quota
$280 per TB per year for quota on network drives (N:, P:, Q:) Includes backup costs
Printing
Students receive $25 printing credit each semester Black/White Copy $.10 each Black/White Copy (Duplex) $.17 each Color Copy $.75 each
Employee IT Equipment – Shipping
For employees working 100% remote, the employee’s department will pay for shipping to mail equipment to the employee upon being hired and the department will pay for shipping to mail the equipment back to campus upon separation from the university.
Employee IT Equipment – Damage/Loss
Equipment provided to EKU employees that will be charged upon being damaged or lost include: Windows laptops, laptop power cords, MacBooks, MacBook power cords, classroom adapters, monitors, docking stations, keyboards, and mice.
All employees will complete a DocuSign when receiving a device from EKU IT. This document details that the employee’s department will be financially responsible for damages to equipment or lost equipment.
If the device can be repaired, charges will be for the cost of parts.
If the device is beyond repair, charges will be for the cost to restock our inventory. Restock charges can vary based on the age of the device and comparable equipment models available for purchase. At minimum, a restock fee of $25 might be assessed for a simple adapter, while a restock fee for the newest MacBook Pro in our inventory could be around $2,000. Other equipment will fall anywhere in between depending on age and current market equivalents.
Student IT Checkout Equipment – Damage/Loss/Fees
The EKU IT Service Desk offers device checkout assistance for students. Devices available for checkout include: Windows laptops, MacBook Airs, iPads, calculators and power cords. For more information visit the IT Service Desk.
Students checking out equipment must first complete a DocuSign agreement form. All checkout agreements are for a duration of two weeks.
Late fees are assessed as follows:
1st late fee, 1 day after due date: $20
2nd late fee, 7 days after due date: $50
Replacement fee, 2 weeks after due date: Restock fee minus late fees already paid by the student.
** If the device costs $1,200 to replace and late fees have been paid, the fee would equal $1,130.
** If the device costs $1,200 to replace and late fees have yet to be paid, the fee would equal $1,200.
Students will complete a DocuSign when receiving a device from EKU IT. This document details that the student will be financially responsible for damages to equipment or lost equipment.
If the device can be repaired, charges will be for the cost of parts.
If the device is beyond repair, charges will be for the cost to restock our inventory. Restock charges can vary based on the age of the device and comparable equipment models available for purchase. At minimum, a restock fee of $25 might be assessed for a simple power cable, while a restock fee for the newest MacBook Air in our inventory could be around $1,500. Other equipment will fall anywhere in between depending on age and current market equivalents.
Hardware Requests
IT reviews and manages all EKU hardware. If you have hardware you would like to use please submit your request through the IT Software/Hardware request form found on the home page of Jaggaer in the forms section
Software
IT reviews and manages all EKU software. If you have software you would like to use please submit your request through the IT Software/Hardware request form found on the home page of Jaggaer in the forms section.
Adobe Licenses
Students and Faculty or Staff may receive one of the license types below:
Students
Adobe Express.
Named Adobe CC license if the student is fully online. Students living on campus or having in-person classes have access to Adobe CC via the computer labs.
Faculty or Staff
Acrobat Pro and Adobe Express.
If there is a business need, a full Adobe CC license may be assigned.
JAMF Pro – This service is used to manage Apple Devices. Your department may incur a yearly charge for IT to support the devices purchased by departments. These are the current rates:
JAMF Pro iOS – $5.65 per iOS device
JAMF Pro MacOS – $11.29 per device
JAMF Pro tvOS – $5.65 per device
BeyondTrust Privilege Management – This service is used to allow users the ability to manage aspects of their workstations without maintaining admin access. Your department may incur a yearly charge for this software. This would be in addition to the JAMF Pro licenses for MacOS. The current rate for BeyondTrust Privilege Management is $14.57 per device.
Articulate 360 – This is fully department funded. IT handles the account. Current yearly rates:
Faculty or Staff – $749
Students – $254.15
Slate Text Messaging
Current service rates, which are subject to change: Rates are shown in USD. $0.01 = 1 Credit
Message Type
United States
International
SMS (inbound & outbound)
0.01
0.05
Message credits are used for all incoming and outgoing messages. For example, if you send one domestic SMS text and receive an SMS reply, your account will be charged one cent for each message.
Service Level Agreement
Overview and Purpose This Service Level Agreement (SLA) defines the roles, responsibilities, and expectations for the IT-supported student computer labs at Eastern Kentucky University (EKU). It outlines service delivery standards, lab support processes, and shared responsibilities between EKU Information Technology (IT) and participating colleges or departments. The intent is to ensure effective, secure, and accessible computing environments for all EKU students.
This SLA is reviewed annually and updated as needed by EKU IT in collaboration with college/department liaisons.
SLA: Service Level Agreement
Lab Liaison: The primary point of contact from a college or department for lab-related matters
Standard Image: IT-approved operating system and software configuration
IT-Supported Software: Software licensed and deployed by EKU IT
Student Funded Labs: Labs whose technology is funded by student technology fees
In Scope
Imaging and configuration of lab workstations
Full technical support for IT-supplied hardware and software
Printing support and consumables
Usage monitoring and analytics
Hardware refresh based on IT’s lifecycle plan
Out of Scope
Personal devices
Unsupported software or peripherals
Labs used exclusively for instructional purposes not open to all students
Initial space setup, environment, power, network, and furniture to be funded by the college/department. EKU IT will fund the lab computers, keyboards, mice, and printer.
The labs are for the use of all EKU students.
IT expects student funded labs to be open Monday through Friday, 8 a.m. – 4:30 p.m., when not in use for course instruction or other events to facilitate all students’ usage.
The lab space must meet facilities management guidelines for the following:
a. Adequate outlets and power for all equipment in the space.
b. Power strips with surge protection.
c. Acceptable environmental conditions including air conditioning, heating, and humidity.
d. ADA compliant with Sections 504 and 508 of the Rehabilitation Act of 1973, as amended, the Americans with Disabilities Act of 1990, as amended, and other related local, state, and federal laws, as well as other related university policies. The space must have a network drop available for every machine and printer in the lab. Equipment not supported by IT Networking will not be accepted.
The department must supply copies of all licenses for software in the lab, not provided by IT or another department.
The computers, monitors, printers, and other equipment in the lab are reasonably physically secure from theft and damage.
To ensure a safe and secure environment for the University and all users, all operating systems, software, images, etc., are delivered and deployed by IT staff.
IT will create and maintain a standard software image (operating system, applications, etc.) for each machine in the lab. IT will request software in the spring from each department/college at the University to include on this standard software image and non-standard software images. It is critical that, as part of this program, deadlines are met to be deployed on time. IT will image all IT funded lab machines in the summer.
A device management software may be used to protect all lab machines. The workstation configurations will be restored to the computer image after each log in and remove any files saved or programs installed.
A lab use monitoring software may be employed to monitor lab and software use. Data from this software may determine yearly membership in this program.
A printing management software may be utilized to support printing on lab machines.
Full technical support will be provided for hardware, software, network, etc. IT may provide loaner equipment for immediate or short-term solutions to computer problems as possible.
For computer labs in this program, IT will supply the toner and paper for use. Printers not being utilized highly may be removed and moved to other spaces with more need.
IT will supply computer hardware that is homogeneous and that meets the base technical requirements for the majority of applications and academic programs. As funds are available, hardware will be replaced on a multi-year cycle. Anything beyond this will be funded by the college/department.
The department/college will designate at least one full-time faculty or staff member to be the liaison(s) between the department/college and IT. The liaison will be the first line of support for questions/concerns about the lab and will communicate with EKU IT as needed.
The department/college is responsible for monitoring the use of lab equipment to ensure that it is used within the Acceptable Use of Information Technology Resources. If any policy violations of EKU lab equipment are suspected, please contact EKU IT.
The department/college is responsible for the security of the lab and its equipment.
Departments must submit software request form
Software must meet IT security and compatibility standards, must not be duplicative in functionality, and
Lab computers replaced on a 5-6 year cycle
Departments fund specialized hardware if outside standard specs
Underutilized labs may be decommissioned or consolidated. Device usage is reviewed annually, to inform IT supported lab footprint support.
Service Type
Target Response
Target Resolution
Critical Outage
1 hour
4 hours
High Priority
4 hours
1 business day
Normal Request
1 business day
3 business days
Software Imaging
2 week notice
As scheduled
All systems must be configured and maintained by IT
All systems must have antivirus, endpoint protection, and OS patching handled by IT
All systems must have physical security: locked doors
All systems must comply with FERPA and other data privacy standards
Usage analytics used to evaluate continued footprint
Annual lab usage reports shared with each college/department
SLA reviewed annually by EKU IT
IT funding for any lab is based on budget and usage reporting
Labs must be open M–F, 8:00 a.m. – 4:30 p.m. unless reserved
IT Support Hours: M–F, 7:30 a.m. – 4:30 p.m.
Maintenance Windows: Summer (May–August)
Emergency support available via IT Help Desk
IT Support Center: it.support@eku.edu | (859) 622-3000
