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UIS Departmental Procedures and Guidelines The UIS
department offers the following procedures and guidelines to
ensure that campus standards are enforced as well as to better
serve the IT needs of the campus. This list addresses the
everyday issues and practices of the department but is not
intended to provide a complete list of all possible scenarios.
Procedures and Guidelines: Physical Security of Computer Equipment Ordering Non-Standard Hardware Loading non-standard software in offices Obtaining software under the Microsoft Agreement University Network Related Information: Telephone Services Related Information: Types of Phones for Use in Housing Student Housing Related Information:
Types of Phones for Use in Housing Information Related to Purchase and Return of Equipment:
All
requests for service should be submitted through an email to Help
Desk
in order to allow for the most expedient service. UIS utilizes a help desk software package (HEAT) to track and
assign jobs within the department. Additionally,
this software will notify the user via a return email when the
request has been resolved. Requesting assistance from UIS
outside of HEAT via a direct email, telephone call or personal
visit increases the chance that a request may be overlooked as
daily assignments are assigned and completed through the
scheduled workflow. Therefore, it is necessary that jobs be
submitted in this way. A
lead-time of two weeks is preferred for most requests for
Software Installations to ensure time for adequate testing and
to ensure license compliance.
In some instances, items may need to be ordered and/or
incompatibilities can occur causing unexpected delays.
Therefore, although UIS will make every attempt to
service all requests submitted with less than two-week time
frame, we will not guarantee them. Requests
for action on University owned equipment, on end-users logins,
or to telephone services must be made by the appropriate
responsible party. Requests
from third
parties will not be accepted without consent from the supervisor
of the department owning the equipment. The UIS Department is fully
staffed from 8:00am until 5:00pm, Monday through Friday.
During the first two weeks of each new Semester, a technician is
available in the office until 7:00pm Monday through Thursday.
Users needing to report an urgent technology problem after hours
should do so by calling Campus Security at x3243. Non-urgent
problems should be reported by submitting an email to The
University provides a bank of 48 digital modems for off-site,
dial-up access to the Internet. These modems are compatible with
both Macintosh and Windows based systems.
Prior to receiving a dial-up account, users will be
required to show proper identification as well as complete a
brief application Instructions
on how to successfully attach to the university’s network via
dial-up from your home computer are available in hard copy in
the UIS office or on the
UIS
web page.
UIS will answer any questions pertaining specifically to these instructions, however we do not offer support for home
computers, see Service
and Support of Non-University Property for more details..
Service and Support of University
Owned Equipment UIS provides service and
support of all university owned equipment that meets or exceeds
the Equipment under
manufacturer's warranty will be serviced in accordance with the
warranty and all parts will be acquired through warranty
procedures. There will be no charge to the individual department
for service and parts covered under warranty. The cost of parts
needed for equipment no longer under manufacturer's warranty are
the responsibility of the individual department. UIS will
provide price quotes and ordering information to the individual
department, who must order and pay for the necessary parts.
Printers needing maintenance
kits will be serviced by UIS. UIS will provide price quotes and
ordering information for the specific maintenance kit necessary
for servicing the specific printer to the individual department,
who must order and pay for the maintenance kit. UIS may recommend to the
individual department the need to replace a specific piece of
equipment based on service record, severity of problem, cost of
parts or repair, or other similar reasons. Equipment recommended
for replacement by UIS and not replaced by the department may be
deemed unserviceable by UIS, in which case future service will
not be provided on the equipment. Service
and Support of Non-University Property: Service and support of non-university property is the
responsibility of the individual owner. This includes but is not
limited to home computers, laptops, pocket PCs, PDAs, iPods, and
cellular phone combination devices regardless of whether the
equipment is being used for university purposes or not.
Physical
Security of Computer Equipment
Shawnee
State University Web Guidelines:
SSU WEB LEADER
GUIDELINES
The
following is an abbreviated version of the guidelines. For
more information on SSU Web Leader Guidelines, see the page
entitled
Standardization of WWW Content for Shawnee State University.
* All web pages
should utilize a white background. If a table is used, it should not be
so large as to change the basic look and color of the background/page.
* Standard headers and footers
should be used on all SSU web pages.
Graphics should not be located above or beside the standard header
and below or beside the footer.
* At this time
individual or personal web pages are not permitted on university
servers. Pages or portions of pages or links, which are person-specific,
should not be included on any SSU web page. This includes links which advertise or
endorse items for personal gain or services. The
www.shawnee.edu web site does
not officially endorse any commercial product or service.
*
Any officially
recognized student organization is permitted to have a web presence
on the university web server. However, such organizations must have
a faculty or administrative sponsor who is responsible for the
content on the organization's web page(s). This content must
be generalized, adhere to the Standardization Guidelines listed on
the page,
St
* Hotlinks should be relevant to the topic of a given page.
* Minor modifications
will be made to web pages, such as grammar, spelling, or obvious
errors. If there are major errors in the page, the web leader will
be notified so that he/she may correct the problem. Pages
will be checked for technical accuracy and edited if necessary.
* Pages and/or
links that do not adhere to the university standards for web pages,
are not accurate, or are not current, are subject to removal.
* Music should not be used on any page.
* Photographs
and graphics need be of a good quality. Photos should be
resized in a photo editor, not in FrontPage.
* Site design
is property of Shawnee State University, not of the individual web
leader. A page should not state that it has been designed by
an individual web leader. However, a web leader may indicate
that he/she maintains the content of the page(s). All pages
have a "Page maintained by XXX" in the footer section of the page.
Web leaders should place their name (linked with their email
address) in this section so that a user can contact them directly if
needed.
* It is
important to maintain the integrity of the SSU site, particularly
the home page. The links placed on the home page reflect categories,
not specific items. We receive many requests to link to pages
directly from the homepage. However, in most cases it is not
possible to place a link on the homepage. We do try to accommodate
a web leaders request and place links to his/her page appropriately
throughout the site.
Users needing assistance with network login or
MySSU accounts can come to the UIS office (Commons 005) for
assistance during regular business hours (8:00 - 5:00, Monday -
Friday). Students may also come to the Reference Desk in the
Clark Memorial Library for assistance with their network login
account only. To have any account password reset, the user must
come in person and present a valid University ID or other legal
photo ID.
During the first two weeks of each new semester, UIS assists
students in evening labs (after 6:00pm) with account setup and
initial logging on to the campus network. The goal of this
effort is to provide timely assistance to students with evening
classes, after regular UIS business hours, the first two weeks
of each semester.
Faculty teaching in labs with classes scheduled before 6:00pm
who wish to have UIS staff assist with initial account login in
the classroom can schedule this by submitting an email to
Help Desk. Faculty
who prefer to send only those students needing assistance to UIS
for account assistance during class time are asked to notify UIS
in advance so we can ensure adequate staff on hand to quickly
support them and get them back to class as quickly as possible. Basic instructions for logging into your campus network
account can be found
here.
Creation
and Use of Temporary Accounts: Network login and email accounts will be created for newly hired employees once UIS receives notice of the hire. The Department of Human Resources will contact UIS once all paperwork is complete. It
is the responsibility of the Departmental Supervisor to ensure
that UIS is made aware of the hire if more timely access is
required, by sending an email to
Help Desk and requesting confirmation of hire be made by the
Human Resources Department. An account will not be created
until this confirmation from HR has been received even if a
request has been made. It is the responsibility of the
Departmental Supervisor to notify UIS if access is needed to the The telephone extension formally used by the employee’s predecessor will be reassigned to the new employee unless otherwise requested by the Departmental Supervisor through an email request to Help Desk. Access to a voice mailbox will be established by default as well. Long-distance access codes and calling cards are available for University employees. The Departmental Supervisor must request access by sending an email to Help Desk. Long-distance access codes and/or long-distance calling cards will not be transferred from the previous employees to newly hired personnel. Transfer
of Employees Between Departments: If
an employee moves from one department on campus to another
department, it is the responsibility of the Departmental
Supervisor of the original department to cancel any long
distance access code or calling card that may have been issued
to the employee. It
is the responsibility of the Departmental Supervisor of the new
department to request any long distance access code or calling
card that may be needed in the new position.
To ensure proper departmental charging, UIS will not
transfer calling cards or long distance access codes within or
between departments. If
changes in the user rights on the Administrative Systems are
needed, the appropriate Departmental Supervisor should submit a
request for the addition or deletion of access rights.
In most instances, UIS will need to work with both
Departmental Supervisors to ensure that rights are adjusted
appropriately. The
telephone extension will remain within the original department unless otherwise requested by
the Departmental Supervisor of the original department.
The employee will be issued a new telephone extension for
use within the new department. It
is the responsibility of the Departmental Supervisors to notify
UIS of the need for any of these changes.
All requests should be submitted by sending an email to Help
Desk. Students: The network login and email accounts of students who graduate
or who are not enrolled for two consecutive semesters will be
deleted. All files in the email system and on any network
storage location will be permanently deleted at this time. Employees: An employee’s network login, CARS login, and/or
email accounts will all be disabled by UIS upon receiving
notification of termination from either The Department of Human
Resources or the Departmental Supervisor. If needed, documents
pertaining to official university business may be transferred to
other university employees as governed under the Any long-distance access code and/or long-distance calling card that may have been issued to the former employee will be disabled immediately upon receipt of notification of termination. Long-distance access codes and/or long-distance calling cards will not be transferred from employees leaving the University to newly hired or existing personnel. The telephone extension used by the former employee will remain active and will continue to be the financial responsibility of the department. It is the responsibility of the department to forward the extension to an appropriate party who should receive any incoming calls that may be intended for the former employee. This extension will remain in the department to be reassigned to the replacement hire for the vacated position. Departments wishing to completely relinquish a telephone extension must submit a formal request. To do this the Departmental Supervisor must send an email to Help Desk specifically stating they no longer need the extension and wish to return it to the campus pool. Once an extension is returned to the pool, it will be used elsewhere on campus and is not available for the department to re-use at a later date. UIS will reset the voicemail password giving the department supervisor access to the former employee’s voice mailbox. It is the responsibility of the department to modify and/or delete the greeting on the mailbox. Retiree Accounts For those faculty who meet the retirement criteria as
identified in the faculty contract (http://www.shawnee.edu/gov/cba/pdf2/ArticleXVIII.pdf),
and elect to utilize the privilege of Computer Access, UIS will
create a new network/email account that offers the retiree this
privilege. Retiree’s wishing to utilize this post retirement
privilege and have an account created, can request this during
the Exit Interview process with the Department of Human
Resources. Retirees who do not request that an account be
created during the Exit Interview will not be provided with an
account.
Minimum Hardware Standards
UIS will make every effort to support the individual needs of the campus. Providing standardized hardware and software options affords the university the opportunity to invest its limited technology resources wisely. Standardization also reduces support costs and maintenance efforts.
Ordering Non-Standard
Hardware: Shawnee State University is
on a Computer Replacement Schedule under which student use
systems are replaced on a 3-year schedule and employee use
systems are on a 4-year schedule. Student use systems are
replaced during the Summer Break of each academic year and
employee use systems are replaced during the Winter Break of
each academic year. Systems needing replacement due to
performance failures at times other than those scheduled will be
addressed on an individual basis.
Shawnee State University is now on a replacement schedule for student use and staff computers. Consequently, the use of cascaded machines within labs and offices is not necessary. Departments who feel they need to utilize a cascaded computer within their office must submit a request in writing to UIS through an email to Help Desk. UIS will assess the condition of the computer and determine if it meets the needs of the department as well as the campus network standards. Any approved cascades must be coordinated through UIS prior to the installation of the new computer.All machines that are replaced through the university replacement scheduled will go to auction. Machines targeted for auction will have the Operating System and all software removed. This process is not reversible. Any replaced system removed from the network but retained by an office for stand alone use will not be supported by UIS. The current minimum standard for a network computer can be found here.
Departments wishing to cascade a printer must submit a request in writing to UIS through an email to Help Desk. UIS will assess the condition of the printer and determine if it meets the needs of the department as well as the campus network standards. Printers with showing a pattern of poor operation history maybe recommended for replacement by UIS
Removal of Old Computer Equipment: Departments wishing to have old equipment removed must
contact UIS to first have the files and hard drive removed from
the system. It is the end-user’s responsibility to retrieve any
necessary data files from the computer before it is removed from
the department. UIS will first purge all files, the Operating
System, and all software applications from the computer. Once
that has been completed, the hard drive will be physically
removed and destroyed. This process is not reversible.
Service of computer equipment used for hands on hardware, software or networking classes: Service and support of computer equipment used in labs where the hardware is disassembled reassembled, and/or software is reconfigured for instructional purposes are the sole responsibility of the originating department.
Loading non-standard software in offices: Users
needing to have UIS install additional software packages other
than those considered SSU
standard
software packages may submit a request by
email to Help Desk.
Users must possess the proper license, original software
media, and original documentation for any software they wish to
have installed. Proof
of license must be stored in the user’s office, for as long as
the software is installed on the user’s machine, in order to
document license compliance in the event of a software audit. It
is the user’s responsibility to store original copies of all
software media. Support for non-standard software is limited. If conflicts arise with standard SSU software packages, the additional software may need to be removed by UIS. Exceptions may be granted to users who can provide documentation supporting a specific job-related need for the non-standard software. Loading non-standard software in academic labs: Academic Departments needing to have UIS install additional software packages in labs other than those considered SSU standard software packages, must submit a request by email to Help Desk. Departments must possess the proper license, original software distribution, and original documentation for any software they wish to have installed. Requests should be made at least 2 weeks prior to beginning of the quarter to ensure availability for the first day of classes. Installs should occur between quarters. It may not be feasible for additional software to be added to labs once the quarter has begun since this could interfere with software already being used in active classes. Proof of license will be copied by UIS but the academic department must store originals in order to document license compliance in the event of a software audit. Software media will be copied by UIS (as permitted by manufacturer) for backup purposes. Original software media will be returned to the academic department for storage. It is the sole responsibility of the department to store all original software media and licenses. Academic departments wishing to have such packages added to common areas, such as the Student Success Center, must present proof of adequate licensing for these units also. Support for non-standard software is limited. If conflicts arise with standard SSU software packages, the additional software may need to be removed or reconfigured. Installation of Demo Software or Temporary Software Installations: UIS will only install demo software, or temporarily install software packages, in special instances. Such installations require proper advanced notice of a minimum of 2 weeks. Departments needing software installed must provide appropriate licenses and documentation for authorized usage and proper software media. Software will only be temporarily installed during quarter breaks or in labs that are not being used for regular university courses. Any software installation that results in a conflict with other standard lab software will be removed by UIS.
Obtaining software under the Microsoft Agreement:
University Network Related Information: Personal Laptops or PDAs on the Network (Hard- wired and Wireless) Access to the campus network using personal laptops and other such portable devices, is currently disabled during network infrastructure upgrades. This includes the use of Hard-wired network ports as well as wireless network access. When access is reinstated, users wishing to access the campus network with personal devices must first register devices with the UIS department. Users found placing unauthorized equipment on the campus network will be considered to be in violation of the Campus Computer and Network Use Policy.
Attaching Networking Devices to the Campus Network Access to the campus network is provided across campus by the UIS Department. Users should have no need to attach miscellaneous network devices such as routers, hubs, switches, or wireless access points to the campus network. Users who feel the network access provided to their area is not sufficient should contact UIS to discuss options. Users found placing unauthorized equipment on the campus network will be considered to be in violation of the Campus Computer and Network Use Policy and the unauthorized devices are subject to removal.
General Storage Space on Shawnee State University Network: Valid accounts on the Shawnee State University Network have access to secure storage space on a centrally administered file server. Students receive 30 Meg of space for storage and Employee accounts receive 200 Meg of space. Files stored on this central server are backed-up nightly and are available to the owner from any networked location on campus. Management of this space is the sole responsibility of the user. Accounts that reach maximum capacity will not accept additional files until the account is cleaned out.
Addition of Physical Network Ports or Telephone Ports: Users or departments needing network or telephone access installed in a location not currently networked to suit their needs must submit their request by email to Help Desk. UIS will identify the scope of each request and that will determine the next steps to be taken:A standard wall plate consists of 3 data ports and 1 telephone port. All new wire pulls made will include this standard configuration of 3 data ports and 1 telephone port. All added wall plates will be created by the installation of new wire; old wire will not be taken from an existing wall plate and relocated to a new wall plate in the desired location. UIS will complete the install with no charge for labor, however the department requesting the change will be charged for materials. UIS is not budgeted for infrastructure updates or changes, therefore material costs must be passed on to the department initiating the work. UIS will acquire a quote for the necessary materials and send it to the department for processing. Departments will need to order and pay for the materials directly from the equipment retailer exactly as quoted by UIS. UIS will insure that any excess materials remaining after the installation will be managed in accordance with the UIS equipment removal procedure. If the additional port requires the use of or termination of Fiber Optic Cable, the project must be contracted out. If the additional port is considered to be a part of a building renovation or building re-wiring, it must be included in the overall scope of the building renovation. This will be contracted out in most instances and the costs should be covered by the infrastructure funds of the building project as a whole. UIS will work with contractors to define the scope and ensure project is completed to meet SSU standards. If a department is being temporarily relocated due to a building renovation, costs for materials may be charged as outlined above if the temporary location does not contain sufficient connectivity. UIS will scope the proposed temporary location and provide a cost estimate if notified in advance of the move to allow the department to budget for these costs in the renovation plans. If the additional port is to be located in an existing computer lab that is on the annual replacement schedule, in most instances the pull will be completed by UIS at no cost to the department. UIS reserves the right to contract such lab jobs out if the scope of the project requires it. If the additional port is to be located in an office for university employee use, the scope of the pull will be determined by UIS. This scope will determine if the pull will be completed by UIS or if it will be contracted out. A variety of factors can impact this scope, i.e. distance of the pull, available ports on switch, physical building constraints etc. and each project must be evaluated independently. The department will be charged for any costs incurred by a required contractor or SSU Facilities. UIS can provide a cost estimate to the department based on the anticipated scope of work. UIS has many
infrastructure paths established on the SSU campus and extending
out to SSU housing. These paths are primarily in the form of
underground conduit, manhole openings, and conduit run within
campus buildings for the purpose of housing data and voice
communications cable. These conduits were installed solely for
use for UIS to satisfy current and future upgrades to campus
infrastructure. Additional use of the conduit, manholes, and
handholes already populated with fiber would most likely result
in damage to the existing cable and therefore is not considered
appropriate. Additional use of the conduit, manholes, and
handholes already populated with voice cabling could likely
result in damage to the existing cable or void existing warranty
and therefore is not considered appropriate without prior UIS
consent. No open conduit should be populated with
fiber/telephone/video without prior consent of UIS. Departments
utilizing these conduits without prior UIS consent will be held
financially responsible for the repair of damaged fiber
previously existing in the conduit. It is not the responsibility
of UIS to prove any additions caused the damage, it will simply
be assumed the damage was caused by the unauthorized additions.
UIS cannot be held responsible for any damage to unauthorized
fiber/telephone/video in the event that UIS needs to replace or
repair the lines that were installed at the intended use to the
conduit.
Spamming using the Shawnee State University Email System: Spamming using the Shawnee State University Email system is prohibited under the Campus Computer and Network Use Policy.
Sending Campus Wide
Emails
Tracking Unsolicited or Undesired Emails: Users of the Shawnee State University Email system who receive harassing or repetitive undesired emails that they wish to have investigated must submit an email to Help Desk. Upon the advisement of general council, UIS will take appropriate actions to track and/or trace these harassing or repetitive undesired emails. In certain instances local authorities may be contacted as necessary.
Storage
Space on Shawnee State University Email System:
Creation and Maintenance of Public Folders on the SSU Email system: Public Folders for use on the Shawnee State University Email system can be requested by submitting an email to Help Desk. This request must include the name of the Public Folders Owner who will maintain the folder and all of its contents. UIS is available to assist you in determining if a Public Folder provides the appropriate solution for your needs
Creation and Maintenance of System Distribution Lists on the SSU Email system: System Distribution Lists for use on the Shawnee State University Email system can be requested by submitting an email to Help Desk. This request must include the name of the Distribution List Owner who will be responsible for the maintenance of this list. UIS will create the list and grant rights to the Distribution List Owner. Once the list has been created, the Owner can then add users to the list as well as maintain the list for all future adds, deletes, and modifications. UIS
is available to assist you in determining if a Distribution List
provides the appropriate solution for your needs.
Telephone Services Related Information:
Individual departments are responsible for the line fee, all long distance charges incurred, and cost of telephone hardware for each telephone or telephone line they have installed in their areas. Currently,
the cost per line is $13.00/month for the basic office phone
line. All Verizon Business lines will be charged a monthly fee
of $38.00. All long distance calls placed through Qwest
Communications will be charged at a rate of $.03 per minute. All
telecommunication charges are billed to UIS and then charged
back to each department. Replacement
or additional phones must be ordered and paid for by the
individual departments. See
the
UIS
web page for pricing and model details. Service and support of all university owned telephones should be initiated through UIS. Requests for support must be submitted by email to Help Desk. Departments wishing to have additional phone or fax lines run must submit a request by email to Help Desk. The Departmental Supervisor must initiate the request since an additional monthly line charge will be incurred once the line is activated. Departments wishing to completely relinquish a telephone extension must submit a formal request. To do this the Departmental Supervisor must send an email to Help Desk specifically stating they no longer need this extension and wish to return it to the campus pool. Once an extension is returned to the pool, it will be used elsewhere on campus and is not available for the department to re-use at a later date.
Malicious Call Tracing on Calls Received into the University Telephone System: Users
of the Shawnee State University telephone system who experience
malicious telephone calls that they wish to have investigated
must submit a formal request for investigation to Campus
Security at 351-3243.
Residents of Student Housing should also notify the
office of Student Housing. Upon the advisement of general council, UIS will take appropriate actions to track and/or trace these harassing or malicious telephone calls. If an investigation is initiated, a report must be filed with the local authorities prior to any calls being traced. Subsequently, the Call Nuisance Bureau will be contacted and procedures will be implemented to successfully trace the unwanted call(s). Individuals wishing to have calls investigated must be prepared to file formal documentation with the authorities.
Student Housing Related Information: Service, Support and Network Access for Student Owned Equipment Installed in University Housing: Types of Phones for Use in Housing Phones come in a variety of types including analog and digital. When you purchase a phone for your on-campus housing unit, be sure it states that it is an analog phone. If you purchase a phone using any other technology it will not function properly with the University’s phone switch. This includes digital phones and newer cordless phones with DSS technology. If you attempt to use a digital or DSS cordless phone with the University’s phone system your phone may not work at all or you may experience disconnections, dropped calls, interference, and other problems. Information Related to Purchase and Return of Equipment: All equipment will be delivered directly to the location outlined on the Purchase Order. Once the Purchase Order is complete (all equipment has been received), the user should submit an email to Help Desk notifying us the equipment in your possession is now ready for installation. In the email to Help Desk, please include the following information:
Similar to current procedures, once the HEAT ticket is created and assigned, a UIS staff member will come to your area to pick the equipment up and ask you to initial a UIS Custody Equipment Form. This simply identifies the equipment the UIS staff member is removing. When the equipment is a computer system, the technician will only remove the computer and NOT the keyboard, monitor and mouse therefore you will still need to secure these items. Upon the return of the equipment to your area, the UIS staff member will ask you to once again sign the UIS Custody Equipment Form. This signature indicates that the equipment listed on the form has been returned to your department.
Returning Merchandise to Vendor: If merchandise, either hardware or software, needs to be returned to the vendor for any reason the user will need to work with the Purchasing department to help facilitate the return and/or exchange. All returns and/or exchanges are subject to policies of the vendor or manufacturer. See Printer/Equipment Shipping Box Retention policy for details regarding printer or non-standard computer returns. (see UIS web page for list of standard computers)
Printer Shipping Box Retention: Departments purchasing new printers must retain the box and packing materials for a minimum of 30 days from receipt. If issues arise within the first 30 days that warrant a return of the printer for replacement, the manufacturer requires it be shipped in the original packaging. Departments not retaining the box will be subject to the manufacturer's policies, which in most cases results in a the return not being accepted. If issues arise during the warranty period that require repairs, the warranty may require that the printer be repaired by an authorized service center. For proper handling, it is recommended that it be shipped in the original packaging. Individual departments will need to work directly with an authorized service center to coordinate repairs. UIS will examine the printer to determine the source of the problem prior to suggesting the printer be repaired by an authorized service center and can provide contact information. Individual departments are required to fund any expenses that may be incurred for parts, labor, etc..
Departments purchasing non-standard computers (see UIS web page for list of standard computers) must retain the box and packing materials for a minimum of 30 days from receipt. The warranty on these items may require that items be shipped to an authorized service center in the original packaging if problems arise within this time frame.Departments not retaining the boxes cannot be guaranteed prompt service by the service center and will be responsible for any costs incurred to service the component |
This page maintained by Leigh Gerlach |
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