Supported Customers

(Effective: December 19, 2006)

Faculty, Staff and Students:
All currently registered WPC students, staff, and faculty are eligible for the following support:

• Requests for information.
• Technical incident reporting, diagnostics, and solution. 
• Technical Requests
• Password assistance; resets/lockouts for faculty, staff and students for all university accounts.  (BIT is unable or restricted from actually changing any university account parameters)

Students:
In addition, registered WPC students are also eligible for the following support:

• Print support within the WPC classroom and lab facilities.
• Software for approved academic courses.
• CITRIX connectivity support for all pre-approved course numbers (SLN).

Faculty and Staff:
Faculty and staff are eligible for the following support for computers in the labs and lecture classrooms:

• Instructor Hotline (emergency classroom computer support)
• Requests for software installs
• Remote software assistance, i.e. software patch updates, approved licensed software installs, basic application support and OS configuration changes. This requires the WPC Altiris client to be installed on the end-user system.

Faculty and staff are eligible for the following support for computers in their offices:

• Remote software assistance, i.e. software patch updates, approved licensed software installs, basic application support and OS configuration changes.
• Full product assistance for Full Support products and limited product assistance for Limited Support products (See Support Details)
• CITRIX remote connectivity support issues.
• Requests for cabling/network drops. (Liaison with UTO Datacomm group)
• Requests for new hardware set-up and configuration.
• Requests for equipment moves (assistance with disconnect and reconnect only)
• Requests for hardware service
• Request for software
• Computer re-images, if other troubleshooting methods fail
• Software installs (Full Support and Limited Support products only)

Tenants and other non-WPC groups (e.g. Student Association, SDG and Student Unions):

• Support will be provided as outlined in your Service Level Agreement.

Not included:

• Training – contact ASU’s Organizational and People Development (Local contact is 5-8333)
• Support for computers not owned (or leased) by WPC
• Unsupported products (See Support Details)
• Personal home computing support
• Support for non-WPC activities (e.g., games, personal business, etc.)