Mac policy

In order to provide an environment where DIT, and other ICT support colleagues within the University, can maintain the level of service required to guarantee suitable performance, some degree of technological standardisation is required.

To this end, the University of Aberdeen, through DIT, has strategically chosen computers running Microsoft Windows as the Standard Operating Environment (SOE). The SOE fully supports University corporate applications as well as core infrastructure, e.g. home folder access, printing, e-mail and calendar, online teaching and research. From a support perspective, the use of a SOE leads to faster and more efficient incident resolution.

Apple Macintosh computers and associated software do not feature at the core of the University technology strategy.  It is not fully compatible with University corporate applications and creates an extra level of support that has not been formally provided by DIT in the past. However, it is clear from both the DIT staff survey and from discussions with academic colleagues that a number of staff have identified a need for the use of Apple equipment. In recognition of this, DIT have formalised the support of Apple technology as follows:

  1. The proposed purchase of an Apple computer should be raised with DIT in advance. It must be justified on a business needs basis. This justification must explain, in detail, the reasons for the purchase. The case will be considered by DIT technical staff before being passed to DIT Relationship Management staff for discussion in conjunction with a College/Administration representative. A typical justification would involve a robust financial case or the need for a piece of software, data set or peripheral that can only be supported on Apple equipment. Solely, convenience, familiarity or grant application as a funding source will not be considered a sufficient business case for such a purchase.

    Colleagues should be aware that DIT will attempt to source alternative PC based software and/or peripherals where applicable. Some Apple software can be provided where this is part of existing University site licence agreements and incurs no further cost to the University.  In these circumstances DIT will make the software available to Mac users under the same conditions as the Windows version of the software.

  2. If the purchase of an Apple computer is approved, a quotation will be provided by DIT for the required items from Apple Education UK.
    • All Apple computers must be purchased with a suitable Apple Care Protection plan.
    • All quotations provided through DIT will include AppleCare Protection plans.
    • In order to help colleagues, DIT will provide and maintain a list of new Apple equipment that is suitable and supported within the business environment.
  3. For purchases made through the above route, DIT will then deliver a limited level of support for Apple computers that run a recent version of the Mac OS X (10.4 or above). The support provided will be through the Service Desks with formal call tickets being allocated. The support will initially be on a best endeavour basis and limited to the following areas:
    • E-mail, Internet, Network/Wireless Configuration
    • Standard Software Support, e.g. Microsoft Office
  4. DIT has begun the process of defining a basic standard build for Apple equipment to which specialist software can be added. This will include a specification of a dual operating system environment where appropriate - this is a particularly intensive configuration to support and will only be considered in exceptional circumstances.
  5. Where the Apple equipment is the main item of IT equipment, it is expected that appropriate provision should be made within the Colleges TRP guidelines for replacement at the end of the warranty period, normally every 3 years.
  6. As Apple training for support staff is developed and the knowledgebase within DIT increases, support response and fix times will be aligned with the service level targets defined for the Standard Operating Environment model. This will bring support for Apple computers to the same level as that provided by the service desks for the Windows PC environment.
  7. For existing Apple equipment, DIT will provide a limited best endeavour software support service providing that the OS is Mac OS X, 10.4 or above. No hardware support will be provided.

Approved by ISC, January 2009
Reviewed May 2010