Our Policies

Because Science and Engineering Node Services (SENS) is concerned about providing quality computing support, we realize that circumstances may arise that will necessitate exceptions to some of the policies described in the following sections. Please contact SENShelp with any questions about such exceptions, but be aware that exceptions are made on a case-by-case basis, and a request does not guarantee an exception.

What follows are items that will ensure that your SENS computing experience is a positive one, as well as some good common-sense practices that can make your life easier and your time more productive.

• SENShelp is the preferred method to contact us. Please do not feel that you cannot call us on the phone or come to our offices if you are having an urgent issue or cannot send email.
• SENS is not a 24-hour service facility. Our hours are, in general, Monday through Friday from 8:00 AM until 5:00 PM. Requests made at times other than those will be processed on the next business day.
• In order to ensure accountability for course websites, we request that faculty submit requests for course web space and for TAs to edit and maintain existing course websites. If your TA requests course web space, we will not be able to fulfill the request, and will direct your TA to ask you to submit the request.

• We can assist you with the ongoing use of any of SENS' services, including solving problems related to their use and working with you to make your computing experience as effective as possible.
• We can work with you to learn more about using our facilities to best advantage.
• We can offer advice on how to integrate the SENS environment with instructional and research requirements.
• We can work with you on open source and other freely-distributable software needs, including installation on local clients systems or our timeshare systems.
• We can provide assistance and advice with regard to purchasing computer hardware and software, including providing information regarding software site licenses, educational hardware pricing, and obtaining quotes from vendors.
• We can provide assistance with installation of computer hardware and software for faculty and staff, including UB site-licensed software, software licensed by your school or department, and software you have purchased.
• We can and will respond to emergency situations during off hours which can have an adverse affect on our computing environment, such as power failures or server crashes. We are on call lists maintained by various 24-hour operations and facilities groups on campus to alert us of such issues.

• We cannot accept requests to repair or maintain personal computers/devices. As a general rule of thumb, if the machine does not have a state/research asset tag or is not on an official inventory list, we must refuse a request to service it.
• We do not give help related to programming problems or homework assignments, unless the problem is with the software used to perform this work.