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University of Wyoming Division of Information Technology

Apple Macintosh Support
Service Level Goals

Apple Service and Support, Help Desk and Departmental Support

Methods of Contact for Assistance

Phone:
IT Client Support Services Help Desk @ 766-HELP (766-4357) option 1
Apple Service and Support 766-2749

Email:
userhelp@uwyo.edu
itsales@uwyo.edu

Walk-in:
ITC Computer Service Center – Apple hardware support

Hours of Service

Published university business hours (winter - M-F 8:00 – 5:00; summer M-F7:30 – 4:30) for the following:

Client Support Services and Help Desk
Apple Maintenance

Service Locations

Client Support Services:

Help Desk – ITC main lobby (ask at front desk for directions)

Response Times

All times based on Hours of Service listed above

Phone calls made to the Help Desk will be recorded in the CSS call logging system. If the call cannot be resolved during initial contact, it will be assigned to a CSS designated Mac specialist within 30 minutes of receipt of call.

Email requests will have a call ticket prepared and assigned to a Mac specialist within 1 hour of receipt during normal business hours.

Tickets assigned to a designated Mac specialist will be acknowledged in the call logging system within 2 hours of receipt of assignment unless severity level assigned by Call Center Supervisor is “critical”. Critical calls will be responded to within 1 hour of assignment to Mac specialist.

Operating System Support

Diagnosis and repair of operating system problems will be provided for Mac OS 9 and newer versions (currently through OS X). Support for older operating systems will be performed on a “best efforts” basis.

Software Support

The CSS Mac support specialists will diagnose and repair problems occurring with the following software on the local operating system: Microsoft Office 2001, X and 2004; Outlook Express 5; Netscape 7; Internet Explorer 5: Safari: Mac OS X Mail. The specialist will provide support for email only where IMAP configurations are used, or access is gained through a web browser.

These versions may be updated as support is dropped or added by Apple or knowledge of specialists is upgraded. Support for other software will be performed on a “best efforts” or knowledge available basis.

Software Licensing

The University of Wyoming has subscribed to Microsoft's Campus Agreement 3.0. Under the agreement, institutionally owned computers - desktops and laptops - may be upgraded to the latest versions of Office Professional® for Windows PCs and for the Macintosh. Upgrades to the Windows operating systems are also included. Other software may be purchased through the Select Licensing program. Changes in this agreement may be made from time to time. As much notice as possible will be given. See the Microsoft Select License Program page (/infotech/services/software/) for further information about licensing and prices.

Network Connectivity Support

Information Technology will ONLY support the TCP/IP protocol for network connectivity.

Network Printing

Support will be provided for connectivity to networked printers configured through the central Windows-based print servers. Information Technology supports TCP/IP printing via LPR on Windows based systems. IT will not install any additional software (or drivers) to the central servers to support the MAC OS. Local printing problems will be supported on a “best efforts” basis.

Remote Support

Remote support may be utilized for Apple computers when possible depending on the operating system. Office visits will be scheduled for software support as required. Appointments should be made to deliver equipment to a Macintosh support specialists’ office for diagnosis and repair.

Training Support

While software skills may be learned and transferred from PC to Macintosh and vice versa, there is no “Mac-specific” training offered by Information Technology.

Macintosh Support – Maintenance & Sales Consulting

Hardware Support:

Maintenance support will be provided for all Apple computers covered under Apple Limited Product Warranty or AppleCare Extended Warranty.

Maintenance support will be provided via the ITC Computer Service Depot. No in-office or on-site maintenance service will be performed.

Service for Apple-branded hardware other than computers will be provided on a “best-efforts” basis only.

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