/Institutions/University-of-Dubai/json/2024-2025/Policy-and-Procedure-Manual-local.json

/Institutions/University-of-Dubai/json/2024-2025/Policy-and-Procedure-Manual.json

Policy and Procedure Manual 2024-25 > Learning Resource Center > Equipment and Software Technical Support Policy

Equipment and Software Technical Support Policy

Policy 

1. IT Infrastructure 

1.1 Hardware & Software 

The university provides funding for state-of-the-art information technology hardware and software to support students, faculty, and staff development, and as an aid to instruction. This includes servers, client computers, printers, scanners, multimedia kits, smart screens, and projectors. A detailed list of institutional resources can be found at the end of this policy. Faculty and staff at UD have the following IT infrastructure and services: 

• Dedicated desktop computers with flat screen monitors or laptops for staff. Dedicated laptop computers if required with flat screen monitors for faculty. 

• Logon accounts are created for each staff/faculty member as per the UD policies.   

• Each college has centralized multi-function printers located within the college. 

• University resources like the library, LMS, and SIS can be accessed from remote locations through the UD website. 

• Internet access. 

• UD-licensed software is installed on all faculty/staff computers. 

UD students have the following IT infrastructure and services: 

• Each student has his/her own student logon account as well as email address. 

• Labs access is available for students throughout the week for classes, and also on management demands.

• Labs are also available out of class times with an approval of the Registration Department. 

• Library computers can be used at any time during the library’s working hours. 

• Internet access is available 24/7. 

• Multi-purpose printers are available for student use in the library. 

• UD standard licensed software is installed on all lab computers. 

 

1.2 Workstations/Servers HP Servers 

Server Inventory- HP Servers

HP Servers

# Server Model RAM (GB) HDD (GB) CPU

1 HP ProLiant DL380 Gen5 4 136 Intel(R) Xeon(R) CPU E5420 @ 2.50GHz

2 HP ProLiant DL380 Gen5 6 136 Intel(R) Xeon(R) CPU E5335 @ 2.00GHz

3 HP ProLiant DL380p Gen8 32 1200 Intel(R) Xeon(R) CPU E5-2620 0 @ 2.00GHz

4 HP ProLiant DL380p Gen8 32 1200 Intel(R) Xeon(R) CPU E5-2620 0 @ 2.00GHz

5 HP ProLiant DL380p Gen8 32 1200 Intel(R) Xeon(R) CPU E5-2620 0 @ 2.00GHz

6 HP ProLiant DL380 Gen9 32 6200 Intel(R) Xeon(R) CPU E5-2620 v3 @ 2.40GHz

 

Server Inventory- Virtual Host Server & Storage

(Private Cloud Virtual Infrastructure)

# Server / Device Model RAM (GB) HDD (GB) CPU

1 HP ProLiant DL380 Gen10 128 1200 Intel(R) Xeon(R) Gold 6258R CPU @ 2.70GHz

2 HP ProLiant DL380 Gen10 128 1200 Intel(R) Xeon(R) Gold 6258R CPU @ 2.70GHz

3 HP ProLiant DL380 Gen9 128 1600 Intel(R) Xeon(R) CPU E5-2620 v4 @ 2.10GHz

4 HP ProLiant DL380 Gen9 128 1600 Intel(R) Xeon(R) CPU E5-2620 v4 @ 2.10GHz

5 HP ProLiant DL380 Gen9 128 1600 Intel(R) Xeon(R) CPU E5-2620 v4 @ 2.10GHz

6 HP ProLiant DL380 Gen9 64 1600 Intel(R) Xeon(R) CPU E5-2620 v4 @ 2.10GHz

7 HP ProLiant DL380 Gen9 64 1600 Intel(R) Xeon(R) CPU E5-2620 v4 @ 2.10GHz

8 HPE StoreEasy 1650 E Strg 16 15000 Intel(R) Xeon(R) CPU E5-2609 v3 @ 1.90GHz

9 HPE SAN MSA 2050 15000

10 Dell Powerstore SAN 96 17 TB

 

 

   

Virtual Servers

 

1.3 Network Infrastructure 

The IT Services Team ensures that a reliable network is in place enabling all members of the institution’s community to use information technology and to access information resources. Table 1 shows the diagram of the current network infrastructure. 

Table 1: UD Network Infrastructure: 

2. Support Services Procedures 

The IT support services include delivering technical services, solutions, practices and guidelines for the UD community. The IT Services department constantly plans and comes up with ways to improve the technologies available, increase efficiency and reduce downtime. The procedures followed for handling helpdesk requests, website maintenance, and creating email accounts are described below: 

2.1 Providing user support through Helpdesk 

1. User has to send all their IT service requests by email to ithelpdesk@ud.ac.ae or reach.ud.ac.ae  

2. Each support request is registered through the ITSM system. 

3. Each service request is assigned to a technician depending on the type of the request. 

4. The user should be present during the time of the technician’s visit; if the time is not suitable, a mutual time is fixed between both parties. 

5. Email will be sent out to the user upon the completion of the helpdesk request. 

 

2.2 Maintaining Website 

The Web Developer is fully responsible for maintaining the UD website and updating the content as requested by the marketing office units, Our hosting partner,Vultr, is fully responsible for maintaining the availability aspects of the UD website.  

 

2.3 Creating E-Mail Accounts 

The list of new students is provided by the Registrar and Finance via SIS portal official status while the list of new faculty and staff is provided by the Head of HR. Faculty, staff, and students will have activated accounts as of the first day of service/study. New students will receive their account number and password after their first registration day once notified by the Registrar. Faculty and staff will be notified during the first day of orientation. All requests for creating e-mail accounts are sent by the Registrar or HR to the IT Services team who forwards the request(s) to the System Administrator for creating the accounts.   

 

2.4 Developing IT Solutions 

IT Solutions are provided by external resources or a team of two IT developers who are well equipped to handle further developments of existing internally developed/customized IT solutions (Table 2) as well as the development of other applications requiring database structuring and design as well as customized user-friendly interface.    

Table 2: Internal IT Solutions 

 

 

3. Technical Support

IT Services provide support to UD faculty, staff, and students in a variety of areas. The helpdesk and technical support team are in charge of troubleshooting IT problems on all UD hardware and software. This includes troubleshooting problems and providing wireless access to the network.  Prior to processing any software installation, the license must be produced or else the request is rejected. The helpdesk also attends UD official exams that require computer labs and are available for help if called upon on demand.

 

4. Internet & E-Mail 

UD provides its community with a 24-hour high-speed wireless internet connection. The University also provides every student, faculty, and staff with an e-mail account during their study/service at the university. 

 

4.1 Microsoft Windows Login 

Username: Username starts with ‘S’ and followed by the student’s ID (Example: S012345) 

Password:  Leirst password will be forced to change after the first login of emails and AD accounts. The student will be prompted to change his/her password., type the new password, confirm the same and click OK to continue.  

FNote: the above procedure is applicable only within the university’s network and it is required in order to access the university’s email (Gmail). 

4.2 Accessing University E-Mail 

The student must follow the steps below in order to access his/her university’s email: 

1. Open the UD website on the following link www.ud.ac.ae and click on the login link. 

2. Login with your username and password. 

3. After login click on the Gmail icon. 

4. Retype username and password to access the emails.  

 

5. Computer Labs

University of Dubai has 11 computer laboratories equipped with computers with various specifications (depending on the function of the lab). The laboratories are open to all students and faculty members on a scheduled basis according to the timetable of each academic program being offered. In addition, faculty members may additionally reserve a laboratory for unsupervised student access to allow for their own practice, learning, research and assignment preparation. Students who wish to use the laboratories outside the normal operating hours or during weekends may request authorization (24 hours in advance) from their appropriate course instructor.

 

6. IT Code of Conduct 

All the users of the IT facilities, whether accessed locally or through the internet, are governed by the Policy PTR 7.4 Appropriate Use of Technology Resources and can also be found in the UD Student Handbook 

 

7. Office Hours 

For all IT related problems and requirements IT helpdesk can be contacted on 04 556 6888 or email ithelpdesk@ud.ac.ae between  8:30 AM  to 6:00 PM Monday through Thursday and Friday up to 12 PM. In addition, the helpdesk is available during all scheduled classes for needed support.

 

Institutional Resources