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Internal Staff Notes |
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* 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
'Walk up' Service Desks:
PAR 106 - 8:00 am – 5:00 pm
RLP 4.224 - 8:00 am – 5:00 pm
NUR 2.104P - 9:00 am – 1:00 pm
Phone based remote support -512-471-5000
Email based remote support - LAITS-Help@utexas.edu
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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
- LAITS can also provide short loans of power supplies, dongles, cables, and external drives. It will require the user drop their UTID with us while the loaner is out and will be returned once the loaned equipment is returned
- 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
See Computer Lifecycle /wiki/spaces/LAITS/pages/77238591 Procedures
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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 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
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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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