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Information Technology

Phone: (307) 766-HELP (4357)

Email: userhelp@uwyo.edu

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.

Contact Us

Information Technology

Phone: (307) 766-HELP (4357)

Email: userhelp@uwyo.edu

1000 E. University Ave. Laramie, WY 82071
UW Operators (307) 766-1121 | Contact Us | Download Adobe Reader

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