Support Policy

ITS is staffed during normal business hours with several kinds of support:  walk-in (HH A202), telephone (412-268-1732), and email ( support.    To provide the best service (and to help us monitor our response), we generally recommend that your request be delivered by one of these three methods.

For most issues, we expect that email will be the most efficient way to communicate your request and to have it serviced.  Of course, telephone and/or in-person discussions may also help inform us about your request(s).

We attempt to provide a response within one business day, and often will respond within a few hours.

Hardware: We support hardware from Apple and Dell where the hardware is still under warranty.  Where it is out of warranty, we will provide a best effort.

HP Printers: On request we will provide support for networked HP & Dell printers.  We refer difficult problems to SARCOM (the university contracted repair service). Printers generally have a 3 year life-cycle. As such, we will recommend replacement rather than repair, if the problem appears significant and the printer is beyond the expected printer life.

Operating Systems:   We support  Mac OS X, Suse Linux, Windows XP, and Windows 7 on university-owned equipment.

Smart mobile phones:  We offer simple assistance with configuring simple email applications (for faculty and staff) and/or provide pointers to CMU email servers for other users.    With the plethora of different phone models and carriers, ITS staff is not able to provide smart phone configuration and management.

Web design:  On request we will provide web hosting and web design. It is the responsibility of the web site owner to provide, edit and maintain web content. This is a fee based service.

ITS will not support any computer that is not owned by Carnegie Mellon University. Owners of non-university owned equipment will be referred to SARCOM for repair.

We are moving towards providing a “How-To” service for students and faculty who are interested in managing their own systems.

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