Service Description
Information Technology can troubleshoot and repair hardware components or peripherals on campus-owned client devices.
Standard Features
Information Technology can troubleshoot and repair many hardware related problems including:
- Issues related to batteries (e.g. laptop not charging)
- Issues related to devices or hard drives (e.g. computer not turning on)
- Issues related to keyboards (e.g. missing keys)
- Issues related to memory/RAM (e.g. low memory errors)
- Issues related to mice (e.g. unresponsive mouse)
- Issues related to monitor/display (e.g. no video output)
- Issues related to network/NIC card (e.g. no Internet connectivity)
- Issues related to optical drives (e.g. CD/DVD not playing)
- Issues related to network printers (e.g. printer is "offline")
- Issues related to projectors (e.g. display is dim)
- Issues related to scanners (e.g. not recognized by computer)
- Issues related to speakers (e.g. no sound)
Optional Features
Optional Service Features include:
- Submit warranty claim to replace hardware components if necessary
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 hardware issue.
- User agrees to allow Information Technology staff to access their computer(s) remotely to troubleshoot the hardware issue.
Please Note: Restarting the problem computer and/or peripheral resolves many hardware 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 hardware that is not 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.
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
Policy on the Use of Electronic Resources