Our responsibility, in a nutshell, is you. We are responsible for ensuring that your computer works in a manner that will allow you to do your job. For a
more in-depth description of specific technical support that we provide, please review "Services". Due to our extensive and broad clientele, we have
devised a system of handling problems based on the severity of impact upon your work. The different levels can be found under "Levels". If there are any
concerns or suggestions that you may have, please drop us an email concerning it and we'll address the concerns and/or suggestions.
What We Support
Consultation
New computer recommendations
Please Note: It is highly recommended that before you purchase a new computer for yourself or your co-workers that you
consult us and allow us to offer you a suggestion. Failure to consult us or take our suggestions into consideration can possibly lead to more problems
that we may or may not be able to help you with.
Desktop Services
Installation, troubleshooting, basic training, setup, and upgrades of:
Macintosh OS 9/X
Microsoft Windows 98/ME/2000/XP
Hardware Installation
Installation, troubleshooting, basic training, setup, and upgrades of:
Hard Drives
Memory
Network cards
PDAs
Printers
Power Supply
Scanners
Software Applications:
Installation, troubleshooting, basic training, setup, and upgrades of:
Adobe Acrobat Reader
E-Trust Anti-Virus
Firefox
Lotus Notes
Microsoft Internet Explorer
Microsoft Office Suite
Microsoft Outlook
Microsoft Outlook Express
Netscape
Netscape Communicator
Norton Anti-Virus
ThunderBird
WinZip
Process for Service Requests
While an IT Technician is out on the field, most his/her services and supports can be provided by the ITSS team. The following information is procedures
and instructions to the process for service request.
End-users will follow a few simple steps to generate a service request. This is to ensure prompt and efficient service.
User will call the University Helpdesk at 408.924.2377 for service request or user can generate his/her own trouble ticket request through a
web-based system here.
University Helpdesk will generate a GWI trouble ticket when a call is received or an online ticket is received. Once a GWI ticket is generated,
the system will automatically send an email to the end-user confirming his/her request.
Tickets will be reviewed by ITSS technicians and the user will be contacted by a technician to attempt an over the phone resolution. If the
issue is not resolved at that point, an onsite appointment will be made.
Once the issue has been resolved, the technician will close the GWI ticket and an email will automatically be sent to the end-user as
confirmation of completion with the resolution attached.
Levels
Low
Response Time: Within 2 business days
What constitutes a "Low": System clean-ups, disk defragmentations, disk scans, etc. Basically this is routine maintenance.
Medium
Response Time: Within 1 business days
What constitutes a "Medium": Email issues (sending, receiving, setup), printer issues, hardware installation, software installation,
etc.
High
Response Time: Within 4 hours
What constitutes a "High": Virus attacks, network outages, hard drive crashes, full non-functioning computer failure, etc.
Emergency
Response Time: Within 1 hour
What constitutes a "Emergency": This level is reserved only for problems associated with Associate Deans, Associate Department
Chairs, Associate Vice Presidents, Deans, the President's Office, and the Provost's Office.
