About Support Services
Support Services provides assistance for faculty, staff, and students who are using any of the campus computing resources. We provide a HelpDesk Team that responds to problems and general questions and a Support Team for services such as consultation for purchase of computer equipment and software, installation of software and hardware, and training in the use of the ASU technology resources.
Help Desk Services
Repair & Maintenance
Information Technology Services maintains an on–campus service and repair center for university owned computers and peripherals.
- Departments are responsible for the purchase of any upgrade for their computers and peripherals and it is the responsibility of Information Technology Services to provide the ordering information and to install the upgrade.
- Equipment will be diagnosed and if possible repaired by our technicians on site. The cost for this service includes only the parts required to repair the equipment (No labor charges are incurred).
- Otherwise, at the owner department's discretion, equipment may be sent off to an appropriate vendor for repair. Information Technology Services will handle the liaison with the vendor, but the owner department will be responsible for the costs of shipping, insurance, labor and parts.
- Upgrades of equipment are handled in the same fashion.
Software Support Levels
We will attempt to provide help with any software package being used in the pursuit of ASU related academic or administrative endeavors. We can not, however, offer the full range of support services on every package and product available on the market today. Therefore, we will support as much as we can, but this support will vary based upon the campus interests and staff availability.
Hardware Support Levels
Information Technology Services provides help with computer hardware resources being used in the pursuit of ASU related academic or administrative endeavors. The level of support will vary; we may repair on site or coordinate support through a vendor maintenance agreement.
Equipment in need of repair is classified into three categories:
- Equipment under a maintenance contract;
- Equipment that we have technical information on or contact sources for, and parts that are readily available and relatively inexpensive; or
- Equipment without appropriate technical information resources.
Some computer and peripheral equipment can be diagnosed and repaired with available parts. When this is possible, the equipment is repaired on–site at no cost to the department other than for parts. Other equipment can be preliminarily diagnosed, but not repaired by on–campus personnel. In these cases, at the owner department's discretion, the units are shipped to the appropriate vendor for repair. The owner department must bear all costs of shipping, insurance, labor, and parts.
Information Technology Services strives to keep up with new releases of software and hardware. When new products become available, we begin research of the package as it pertains to functionality in a stand–alone and a networked environment. Our goal is to support the most recent release plus one revision below, but in this world of rapidly changing technology, this is often a difficult task.