Information Resources and Technology Policy

Section Policy Name Policy Number
Other Policies Faculty/Staff Computer Support Policy  

Purpose

Customer Support Services is committed to providing timely, professional, and competent technology support services to the campus community. The purpose of this policy is to provide computer users with information specifically about policies and procedures regarding trouble reporting and resolution.

Procedures

Technology HelpDesk

The Technology HelpDesk is located near the reserves area of the library on the main level (x2964). Telephone and walk-up support services are provided approximately 100 hours a week. Problems that are unable to be resolved by a student consultant are dispatched to a system, software, or network specialist for follow-up. All trouble calls are tracked via the Remedy Action Request System.

Customer Support Services

Customer Support Sales provides on-campus repair for standard, supported computer equipment purchased through Campus Computer Sales. Repair services, including parts and labor, are provided by Customer Support Services for four years on most equipment as long as parts are available at a reasonable cost. There are some exceptions to this four-year support policy.
Departments purchasing hardware without an extended warranty are responsible for all replacement costs.

Date Approved Revision 1 Date Revision 2 Date Revision 3 Date Revision 4 Date Revision 5 Date
8/25/2006