INFORMATION FOR...

CIO Technical Support Details

The Support Process
Level of Service (also see Technical Support Policy page )
Comment on Unit Reps
Priority/Urgency Levels

The Support Process

To help you understand what to expect from CIO with respect to technical support, below is a description of the process for reporting computer-related problems and how we respond to them.

You call 244-6053 to submit a request for help.
If you are submitting a request for your machine, it will be helpful for you to provide your machine UI Inventory number (six digit code usually starting with "C" or "G") or College of Education Inventory number.
Request a record number if you wish to be able to call in to check the status of a problem with the greatest ease.
By calling 244-6053, your request gets entered into an electronic tracking system. Your request gets addressed first based on its priority (and urgency) in relation to other requests, then by date (first come, first serve). See below for a description of priority assignments.
If you have a problem that requires an urgent response, e.g., something that is preventing you from functioning altogether, or something that is affecting many users, please be sure to let the dispatch at
244-6053 know this so he/she can page the appropriate staff for immediate response.
Please submit a request at 244-6053 even if you also speak to us, phone us, and/or email us about the problem. This ensures that problems are recorded, that our work is accounted for, and that we have data to help us determine the appropriate level of support for the college.
We respond with a phone call or visit.

It is our goal to address (at least an initial call or visit) within 24 hours. During some periods of the semester (like the beginning of a semester), that is not always possible.

If you do not receive a response within what you deem a reasonable period of time, please be sure to call
244-6053 to communicate with us and to verify the status and priority of the ticket.

CIO's Level of Service for Technical Support

Keep in mind that CIO provides technical support (among other things) for the entire college (Education Building, CRC, part of the Armory, Colonel Wolfe, and a few rooms at 51 E. Armory) with a small staff. Because of the large number of computers and sites we must support, we cannot offer on-demand phone or walk-in technical support (see Tech Support Policy page). When you have a problem, you may wish (and it may be appropriate) to communicate with a specific staff member; be sure, whether you communicate with the person directly or not, to call 244-6053 to get your reports into the system as quickly as possible.

Comment on Unit Reps Program

Each department has an individual who is a member of an CIO led program known as the "Unit Reps". This group meets periodically to discuss technological issues affecting the college such as viruses, Y2K, basic software troubleshooting, college network services, etc. These people are intended to become resources for local faculty and staff to help others learn more about technology and to become more self-reliant. That is not to say that they are technical support staff; they are learning more with the specific intent to help you help yourself.

Priority Assignments and Urgency

Emergency (urgent and high priority): Multiple users entirely unable to function. Examples: Building network is down; Network Server crashes; Infestation of fast-spreading, destructive virus; Security breach.

High priority : Multiple users are inconvenienced or a single user is entirely unable to function. Examples: machine is crashing continually or won't boot at all; failed departmental printer.

Medium priority : A single user may be hindered but not entirely unable to function. Examples: Microsoft Word won't launch or crashes computer every once in a while.

Low priority : Software or hardware install assuming old software/hardware is still functional. CIO urges you to set up your own hardware and software when feasible, but we are here to help if you have or anticipate problems.

Urgency : Urgency is distinguished from priority because sometimes something that is not a very high priority (based on the descriptions above) must occur by a certain time because of some other deadline. We try to accommodate.