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
  • Google Chrome
  • Internet Explorer
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Remote Desktop
  • Microsoft Teams
  • Microsoft Word
  • OneDrive
  • Safari
  • 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)
  • 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:

  • Phone: 716-878-4357
  • In Person: Butler Library 103 at the "Ask Us" desk (appointments are recommended)

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. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time.

Institutional Policies

There are no Institutional Policies associated with this service.

Open a Ticket


Service ID: 19328
Sat 4/22/17 11:31 PM
Thu 10/14/21 8:50 AM