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CIO Technical Support Policy
The expression "Technical Support" is used in this document to
refer to support provided by members of a specific segment of
CIO (" Technical Support ") whose role
it is to diagnose and fix computer-related problems. In effect,
we're talking about CIO's troubleshooting group. This does not
refer to the type of support provided by other CIO staff -- for
example, support for the implementation of instructional technology
into coursework.
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- Support Grid
- On-Site Support (traditional)
- Consultation (limited)
- Walk-In Support (limited)
- Phone Support (limited)
- Off-Site Support (none)
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Support Grid
Type of Support Available |
Location of Computer/Ownership (Dept. or Individual) |
|||
|
Off Campus |
|||
Traditional On-Site Technical Support |
YES |
YES (Details) |
||
Consultation |
YES (Details) |
YES (Details) |
||
Phone Support/ Consultation |
YES (Details) |
YES (Details) |
YES (Details) |
YES (Details) |
On-Site Support
On-Site Support is the traditional form of technical support (hardware or software) that CIO provides to patrons on campus. (See "NOTE about Home-Computers" below regarding technical support for computers brought from home to campus.)
Defined
CIO technical consultants pay a visit, without appointment, to diagnose and/or fix the patron's computer-related problem. The order in which a request is addressed is based on several factors, but primarily on the type of problem. For details on this process and the priority scheme, see the CIO Technical Support process description.
Level of Service, Hardware
For computer hardware used by patrons for work-related purposes, CIO provides only the following services.
- Installation of new or upgraded components (always optional).
Exceptions:
- When machine is owned by patron
- When certified repair technicians are required
- When repair may result in void of warranty - Identification/Isolation of hardware problems.
- Recommendations for outsourcing repair and replacement parts.
NOTE: Hardware support does not include the actual repair of any hardware. Patrons whose machines experience hardware failures (once identified as such) either receive a recommendation for replacement or a referral to Central Stores . Examples: a printer that continually jams or prints streaks; a monitor that cannot keep its vertical hold; a failed hard drive, power-supply or network adapter.
Level of Service, Software
For software applications on computers used by patrons for work-related purposes, CIO technical consultants provide software installation, problem diagnosis and resolution with the following exceptions or caveats:
- Departments are responsible for purchasing their own software except for those packages made available by CITES.
- CIO cannot install commercial software until a license is purchased and the software installation media is provided by the department (exceptions may exist depending on the software/licensing arrangements).
- Training: CIO consultants are expected to fix problems and show patrons how they can prevent problems related to existing problems, not how to use the features of a given application program. For information on training opportunities, please call TLC (244-6053).
- When a problem cannot be resolved without technical support from the software developer, and that technical support is not free, it is up to the patron's department to acquire the technical support from the software developer.
NOTE: [About Home-Computers]
Any request for support from home must fit into the existing model
for traditional on-site support . This means
that patrons with a need for technical support for their computer
from home have the following options:
- Phone Support/Consultation
- Traditional on-site technical support provided
the following are true:
- The home-computer is owned by the College of Education
- The home-computer has an ethernet card
- The home-computer is brought to the patron's office
- The patron understands the following:
The home-computer may not be serviced within twenty-four hours, or even a week, depending on its place in the queue, which is based on the priority scheme used for all requests. If this is not acceptable, we strongly encourage you to seek alternative support .
CIO understands the current support model, designed for on-campus support, does not work well for patrons in need of technical support for computers from home. Unfortunately, CIO currently has neither the staff nor the space to improve the situation. Please send your comments/suggestions to oet@mail.ed.uiuc.edu.
Consultation
In CIO Office
Defined
Patrons set up an appointment to meet and to consult with a member of the technical support staff in an CIO office.
Level of Service
Limited: Depending on the type of problem, some issues can best be addressed through appointments with technical support staff in their offices. If you believe yours is such an issue, please call CIO at 244-6053 and ask for an appointment with an appropriate staff member. If the problem requires any hardware (any computer or peripheral) that is possessed by the patron, the problem must be addressed in the office of the patron.
In Patron's Office
Defined
Patrons set up an appointment to meet in patron's office with a technical support staff member.
Level of Service
Scheduled visits from a member of the technical support staff (i.e., appointments in your office) are available only when conditions justify the exclusive use of a staff member at a particular time in the office of the patron. Aside from the difference in scheduling, the above policy for traditional on-site support applies.
Walk-In Support
Walk-in Support would be technical support provided to patrons who bring their computer-related problems to any CIO office without appointment. Due to insufficient staffing and space, no walk-in support is available. As always, exceptions are made for extraordinary situations.
Phone Support
CIO does not have any staff dedicated to phone support. Patrons in need of immediate technical support are encouraged to contact the CITES Resource Center . Phone support from CIO is available only through the traditional onsite technical support scheme in the form of an unscheduled "return call":
Phone Support/Consultation
Defined
Patrons call TLC at 244-6053 to request a return call from an CIO technical consultant.
Level of Service
Requests for a return call are addressed in the same manner as traditional on-site requests. The effectiveness of this method is limited by the patron's availability (for return calls are not scheduled) and the extent to which phone support is sufficient to address the problem. Patrons requesting a return call are encouraged to communicate when they will be available to receive the return call.
Off-Site Support
CIO does not provide technical support in locations other than the space owned by the College of Education or its associated units. Off-campus support is available from CITES' On-Site at $40/hr ($80/hr for emergencies).