Software Issue

Service Description

Information Technology can provide assistance to faculty, staff and students with configuration or troubleshooting of supported applications on campus-owned client devices.

Standard Features

Information Technology provides full support for the following core/standard campus applications:

  • Apple OS X
  • Citrix Receiver (XenApp)
  • Google Chrome
  • Internet Explorer
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Remote Desktop
  • Microsoft Word
  • Safari
  • Windows 7 
  • Windows 10

Optional Features

Information Technology provides best-effort support for the following campus applications:

  • Adobe Creative Cloud 
  • Apple iLife
  • Apple iWork
  • ArcGIS (by ESRI)
  • Autodesk AutoCAD
  • Camtasia Studio
  • Mathematica (by Wolfram)
  • MATLAB
  • Minitab
  • R
  • SAS
  • SPSS (by IBM)

Roles and Responsibilities

User Responsibilities:

  • User is responsible for providing details related to the request including their contact information, device name and location of affected computer(s), and detailed description of the problem.
  • User agrees to allow Information Technology staff to access their office to troubleshoot the software issue.
  • User agrees to allow Information Technology staff to access their computer(s) remotely to troubleshoot the software issue.
Please Note: Restarting the problem computer resolves many software related issues. Before you proceed with opening a ticket with the IT Help Desk, please make sure you have restarted your computer to see if this resolves the current issue you are having.

Information Technology Responsibilities:

  • Information Technology will assist with software that is not launching or functioning properly. 
  • Information Technology will communicate the status of the request to the user as needed.

How to Request     

Click the Open a Ticket button and complete the request form.

If immediate assistance is required, please contact the IT Help Desk:

Service Audience 

Faculty, Staff and Students. 

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved.

Institutional Policies

There are no Institutional Policies associated with this service.

 
Open a Ticket

Details

19328
Created
Sat 4/22/17 11:31 PM
Modified
Fri 8/9/19 11:23 AM