Faculty/Staff Computer Support Policy

I. 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.

II. Procedures

Service Desk

The Service Desk 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 Endpoint & Client 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.