IT Maintenance Service Level Goals
Methods of Contact for Assistance
Phone
IT Client Support Services Help Desk @ 766-4357
(6-HELP) option 1
Email
userhelp@uwyo.edu;
Web Service request
Computer Hardware
Service Request Form
Walk-in: ITC Computer Service Center – PC hardware support
Hours of Service
Published University Business Hours
(Winter – M - F 8:00 – 5:00; Summer M – F 7:30 – 4:30) for the
following:
Client Support Services and Help Desk
PC Maintenance
Service Locations
Client Support Services:
Help Desk – ITC (ask at front desk for directions)
PC Maintenance – ITC Computer Service Center
Apple Maintenance and Support – ITC Computer Service Center
Response Times
All times based on Hours of Service listed above
Requests submitted via webpage will be received and assigned to PC
Maintenance within 1 hour of receipt during normal business hours. A PC
Maintenance Technician will make contact with the submitter within 1
business day of being assigned the ticket.
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 the PC Maintenance Group. A PC Maintenance
technician will make contact with the caller within 1 business day of
being assigned the ticket unless the severity level assigned by the Help
Desk Supervisor is “urgent”. Contact for urgent calls will be made
within 1 hour of assignment to the PC Maintenance Group.
Definition of Services Provided
Warranty Repairs:
These are repairs for which the manufacturer fully compensates our
effort (parts and labor). No fee charged.
Warranty Assist:
Where IT Maintenance acts on the behalf of the client in performing
repairs or assisting with technical support on items where we are not
reimbursed by the manufacturer. Fee charged
Time and Labor:
Charges will be made for time and labor for repairs and cost of
parts and shipping. Labor charges are outlined on the
Client Fees page.
Warranty Service
IT Maintenance will provide warranty assistance at no
charge for Dell, HP and Lenovo. This assistance will be handled
on a best efforts basis.
Installation of parts purchased from IT maintenance and installed by
Technicians will be warranted for 60 days.
Part(s) purchased by user and delivered to IT Maintenance for
installation will not be warranted in any way.
Payment
Payment for part purchase or repairs will be in the form of a
Mastercard or Visa credit card. Prior authorization of estmate will be required via email.
Equipment Pickup/Delivery
Client will be responsible to insure that equipment to be repaired is
available for pickup.
If equipment scheduled for pickup and repair is not located where
specified on the repair ticket, the pickup will not be made as
scheduled. Locating an item to be repaired is not the responsibility of
IT Maintenance personnel.
Pickup and return of equipment will be scheduled with the customer.
Software Support
Other than driver updates, installation of peripheral software, and
data recovery all software support will be performed by IT
user consultants via the Help Desk, 766-4357, option 1.