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Table of Contents



LEGEND: 

...

Internal Staff Notes

* Language to use: LAITS is committed to supporting our customers, even if we are not the experts in a particular field. Therefore, when we encounter work that is not part of our agreed upon scope, we will make a reasonable effort to help the customer with most types of problems.

**Some customers have a special agreement for LAITS to provide staff for special events.

...


Support options include:

...

    • Under warranty:

      • Apple: we drop off on behalf of customers at Campus Computer Store

      • Dell: Coordinate directly with Dell (Dell will dispatch or ship to LAITS or faculty offices)

    • Out of warranty:

      • Reasonable effort (free), refer to other services (not free)

      • We will recommend replacement parts, if possible

      • Non-Dell or non-Apple hardware: Apply reasonable effort

  • If available, provide a temporary loaner with standard software (except CrashPlan)

    • Note that some departments have their own loaner pool

...

  • Campus Computer Store 

    • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

  • Dell Support 
    • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
    • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
      • Dell Warranty Support: 1-866-901-8629

...

See Computer Lifecycle /wiki/spaces/LAITS/pages/77236059

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Loaners

...

Desktop Support may loan computers when a faculty or staff member is temporarily without a computer due to troubleshooting or repairs.

...

Request for loaner is made in-person at a LAITS Service Desk, over the phone, chat or via ticket

Desktop Support may loan computers to faculty or staff when:

    • a user  customer

      A user is temporarily without a computer due to troubleshooting or repairs.

      OR
    • a

      When deployment for a new employee is requested with less than 5 business days' notice.

    • Loan power supplies, cables, dongles, & drives are generally loaned for asingle day

      only

      use.

LAITS does not:

  • Loan computers or accessories to customers indefinitely (requires an end date)

  • Loan computers or accessories

    without an end date

    Loan computers or accessories to students

  • Loan a departmentally-owned computer to users not appointed to its department


Internal staff Notes

Refer to Computer Lifecycle Loaner & Reassigned Devices 

If a student needs a loaner computer, the request should come from faculty or staff.

...

See Desktop Engineering -Missing Devices (LINK)

Surplus

...


...

Computer Surplus

See /wiki/spaces/LAITS/pages/77240676 (Link)

Configure these services at the DOC using "reasonable effort" - see bottom section


...

Personally-Owned

...

Devices 

All work on personally-owned COLA faculty or staff devices is attempted only with the user's consent.  Do LAITS staff will not take risks that may damage the device.  LAITS takes accepts no responsibility for device loss, damage, or failure.

If you are uncomfortable, JUST SAY NO!

iOS (iPhone, iPad, iPod, Apple TV) and Android devices:

  • Configure Duo app for UT

  • Log into UTBox app

  • UT Wifi ("utexas")

  • UT email (Austin only) - exchange

    • iOS - Outlook app only

    • Android - Outlook app only


Computers

...

  • UT email account (Austin only) - exchange

    • Outlook app only (apple mail officially doesn't work)

  • UT WiFi ("utexas")

  • UT VPN

  • Direct to resources for downloading and installing the following software, where licensing permits


LAITS staff do not:

  • Support personally-owned:

    • printers
    • scanners
    • external hard drives
    • other devices not listed in the "we do" column

  • Update or upgrade the OS on any personally-owned devices

  • Provide support other than in-person at a DOC

  • Recycle, surplus, or dispose of personally-owned devices

  • Accept donated personal devices for use in UT operations

  • Disassemble, modify, or repair personal devices

    • They can borrow our tools, if they stay at an open DOC window

  • Take possession of personal devices - owners must stay with the device at all times

  • Recover Data

  • Backup personal data

  • Connect personal devices to LAITS-managed campus printers

    • (PrintNightmare is an ongoing risk if client machines are unpatched)

...

  • Upon request, remove access to LAITS-managed systems

  • Wipe and prepare computers for reassignment*

    • Equipment will be returned to the department until it is assigned to a new person

  • Coordinate EML entitlement extensions via ITS.

  • Retirees will have access to mail 30 days after their last day at UT.

    • LAITS can coordinate an extension through ITS, if needed. ITS request form is here


LAITS staff do not:

  • Disable EIDs (we will contact ISO to do so if necessary)

  • Proactively track departing employees (departments must notify us)

  • Permanently grant or extend access to mailboxes for retirees/terminated employees

  • Set out of office reply for departed employees - Contact ISO

  • Recover UTBox files from personal UTBox accounts - contact ISO

...