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Table of Contents

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  • Delivers support during standard University business hours 8:00 AM – 5:00 PM, Monday-Friday

  • Supports customers using a "reasonable effort"

    • Emeritus Faculty with UT-owned devices
    •  Graduate Assistant or Research Assistants using  UT-owned devices (GRA / GA / TA) 

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  • Deliver support in the evenings, on the weekends, or during University holidays or skeleton crew days

  • Provide staff for special events, or for events taking place during business hours

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.

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Support options include:

LAITS does not:

  • Deliver support in the evenings, on the weekends, or during University holidays or skeleton crew days

  • Provide staff for special events,

    even

    or for events taking place during business hours

    **


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 to cover special event needs.

...

  • Remotely troubleshoot faculty /staff computers (internet required)

  • Troubleshoot VPN issues - DUO required (Every active EID has VPN access by default)

  • Assist users with remote connections to networked UT devices using RDP or other methods (VPN & DUO required)

    • NOTE: connecting to macOS requires VPN, even on-campus

    • If remote support is not possible, the customer must ship the device to LAITS at their own expense

  • Configure separate, local administrative accounts for each user (eid-admin)

  • Configure and ship computers to faculty / staff working remotely (customer expense)

  • Add staff to specific VPN groups


LAITS does not:

  • Troubleshoot issues with a user's home network configuration or off-site building network configuration**

    • refer to customer's ISP

  • Troubleshoot home printer problems

  • Allow VNC (Mac Firewall)

  • Travel to off-site locations for support, with the exception of specific buildings receiving support

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  • 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

...

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

    • 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 a single day use.

LAITS does not:

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

  • Loan computers or accessories to students

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

...

  • Requests for software in student computer labs or classrooms would be managed by Desktop Engineering (LINK to DE)

LAITS does not:

  • Support non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help

  • Support software and applications, even Microsoft Office, beyond a "reasonable effort"

  • Install software outside of the terms of service:

    • no unlimited re-installation of trial software
    • no terminal servers for circumventing licensing agreements
    • no other methods to circumvent licensing agreements

  • Escalate support issues to external software vendors

  • Offer software training

  • Maintain software licenses, installation media, or keys 

...

  • 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

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