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The Office of Information Technology (OIT) User Support Services (USS) provides a hardware consultation service
for customer computers that are experiencing any type of operational
problems.
While the level of support to be provided varies based on whether the
computer was purchased through the ACT program or not, the hardware technician
on duty will provide support, help and advice for any faculty, staff and
student who is experiencing any computer problem or question.
Although not all encompassing, some of the most common problems include:
- Connecting to the UMCP network, either via an Ethernet cable, or a wireless connection
- Hardware component failures such as external media drives, sound devices and video devices
- Operating system issues such as a blue screen
- Application failures
- Virus infections needing removal
- Spyware infections needing removal
Phone support for problems involving OIT systems and services is available anytime the OIT Help Desk is
operational.
If the computer is an ACT computer, then OIT has an implied guarantee to resolve the issue. Dell ACT computers are covered by both a hardware
warranty and accidental damage policy, while Apple ACT computers are covered only for hardware warranty issues. All ACT computers have operating
system level software support coverage and the customer is eligible to receive a loaner computer if repairs require the ACT computer to remain at the
repair shop overnight.
If the computer is not an ACT computer, the consultations are limited to at most a 1-hour investigation of the problem that requires the customer
to
remain on site while the hardware support technician is working on the computer. Although we make no guarantees about being able to ultimately
resolve the problem, we will advise the customer on the best course of action to take. In most cases this may include a recommendation to contact the
original manufacturer to obtain support if we are not able to assist with the issue.
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