Help Desk

Help Desk Home

Location/Hours

Services

Policies

Labs

WebCT

Banner Gold

SERVICE LEVEL AGREEMENTS

FACULTY & STAFF

Both faculty and staff will receive priority support for Help Desk services. The following services will be offered.

Microcomputer hardware troubleshooting and repair of office computer or laptop.
Peripheral support for printer installation, maintenance, network connectivity and print queue clearing. Toners and ink will not be provided. Toner and ink purchases will be directed to the bookstore or a vendor selected by each department.
Security and intellectual property protection (passwords will not be given over the phone).
McAfee Virus protection and virus alerts or removal.
Data recovery from individual network storage or departmental shared drive. Data recovery from floppy disks, zip, local hard drives etc… will be investigated but not guaranteed.
Any email communication problem - SPAM, email problems - will be investigated and solutions will be limited.
Software installation provided license has been purchased and authorized.
Rapid Deploy imaging provided faculty/staff member has approved Dell or Gateway model.
Network connectivity (hardware or software related).
Network storage and HTML directory.
Hardware/Software consulting. (All acquisition consulting will be directed to Kelly Sloan. Contact Kelly to insure approved Dell model for imaging).
Microsoft support of Word, Excel, Access, and PowerPoint. Also Internet Explorer and Netscape. The following programs will not be supported: Outlook, Publisher, FrontPage, Works, WebCT, Adobe Suite and SPSS.
3rd Party software installation only.
Admin system program scripts and reports.
Web Services.
Printing of reports from Admin system to LP in server room.
Any issue related to a faculty/staff personal home computer will be limited support.
Data replication (CD burning will not be supported).
Class specific software will be installed in the labs provided two weeks notification and the appropriate licensing.