Vendor Resources for Providers
ISC Technology Support Services can facilitate access to a number of vendor resources that are available to IT staff at Penn. For more information or to use any of the services, IT staff should contact the Provider Desk or the direct contact listed for the service. Direct access to some of these resources is limited to Provider Desk personnel and this is noted when it is the case.
Apple Care OS Support
Penn's AppleCare OS Support program includes a technical support plan that covers an unlimited number of support incidents for software installation, launch and use, hardware and software diagnosis and troubleshooting, and issue isolation for Apple-based solutions. It includes support for Apple hardware, current versions of iOS, OS X and OS X Server, and most Apple software and tools. Contact the Provider Desk to open an incident.
iOS Dev Center
The iOS Dev Center provides a complete set of resources for developing iOS apps to be distributed in the Apple App Store, including software downloads, getting started videos, coding how-to's, sample code, and access to a wealth of technical documentation in the iOS Developer Library. ISC has an iOS Dev Center account which is open to LSPs. Contact the Provider Desk to register.
iOS Developer Enterprise Program
The iOS Developer Enterprise program provides access to resources that will help you develop proprietary iOS apps that you can distribute to people of the Penn community. ISC has an iOS Developer Enterprise account which is open to LSPs.Contact the Provider Desk to register.
Mac Dev Center
The Mac Dev Center provides resources for developing and distributing Mac apps through the Mac App Store, including software downloads, the Developer Certificates Utility, getting started videos, sample code, and access to technical documentation in the Mac OS X Reference Library. ISC has a Mac Dev Center account which is open to LSPs. Contact the Provider Desk to register.
Penn has access to an Engineer from Dell, Chuck Wilkinson, who works regularly on campus. He serves as a liaison and advocate for Penn IT staff for anything related to Dell sales and support. He can assist with product recommendations and new technology previews, and is also available to help resolve support issues as they arise. Chuck can be reached at firstname.lastname@example.org or at Chuck_Wilkinson@Dell.com
TechDirect, Dell's support services portal, is a global tool designed to help you more efficiently manage all aspects of parts dispatches and support cases. It combines two online tools - Dell Online Self-Dispatch (DOSD), which is a program that enables efficient part requests and issue resolution for IT Professionals who prefer to perform their own troubleshooting and hardware replacement, and also access to Online Incidents Management (OLIM). For more information about enrolling in DOSD, contact the Provider Desk.
Dell's Premier site is designed to help you through all phases of product ownership: planning, purchase, deployment, reporting, and support. LSPs can register for an account through the University's Computer Connection.
Gartner Enterprise Portal Access
Gartner, one of the world's largest information technology research and advisory consulting firms, provides in-depth research and analyses on IT issues, trends, companies, products, and emerging technologies via Penn's Gartner Enterprise Portal Access.
Conference Calls with Gartner Core Research Advisors to discuss a wide range of IT topics and trends. ISC is available to work with you to coordinate conference calls with Gartner Analysts. To schedule a conference call with a Gartner Analyst contact the following ISC staff based on subject area:
- Jim Choate (architecture, application software/tools, emerging technologies, security); email@example.com
- Ray Davis (infrastructure including networking); firstname.lastname@example.org
- John Mulhern III (personal devices/desktops and related products or services); email@example.com
- Gary Delson (financial/other); firstname.lastname@example.org
Contact John Mulhern (email@example.com) for more information.
Microsoft TechNet Pro
Through our TechNet Pro subscription, ISC TSS has access to the latest Microsoft full-version and beta software with no feature limits. Contact the Provider Desk for more information. Direct access to this resource is limited to Provider Desk personnel.
MS Developer Network
The MSDN provides resources for developers who are building apps that run on Windows, SQL Server or other Microsoft platforms. In addition to software for development and testing, the ISC TSS subscription includes advanced technical support from Microsoft. Contact the Provider Desk for more information. Direct access to this resource is limited to Provider Desk personnel.
Microsoft Premier Support Agreement
ISC LAN Technology Services collaborated with interested schools and centers to establish a shared Microsoft Premier Support Agreement that allows each participating unit to pay for and receive a portion of the support hours covered by the agreement. Participants have direct access to Microsoft Premier Support to request and receive technical support and consulting. In addition, a local Technical Account Manager (TAM) is available to manage the timely resolution of support requests. Contact Magida Phillips (firstname.lastname@example.org) for more information or to join the shared Premier Support Agreement.
General Vendor Liaison Relationships
ISC TSS maintains active relationships with the following vendors, which can be leveraged to assist with School and Center needs. Contact the Provider Desk for assistance.