• The majority (over 50%) of all support requests will be resolved by the close of the next working day
• 95% of all support calls will be resolved with in 3 working days
• That the customer will be notified of the status and expected completion date of any call that takes longer than 3 working days

If you put in a support call that isn’t resolved at the end of 3 working days and you don’t hear from CIS we encourage you to call us.

The following methods can be used to request support.  We have presented the options in the order that we think works the best.

• Call and talk to helpdesk person at ext. 4480.  They will enter the call in our help desk database and assign it to a technician.  If no one answers you will be prompted to leave a message.  Please leave your name, extension, location and a brief description of the problem.  We will call back and confirm that we got your message.
• Enter your problem directly into our help desk database via Mosquito Net (This is a new functionality that will be available by the start of fall classes)
• Email your problem to helpdesk@tamug.edu.  Please include your name, extension, location and a brief description of the problem.
   

CIS is unable to meet all the requests we get for applications support in a timely manner and with a high level of expertise.  One problem is the large number of different software applications used by the faculty, staff and students; we can’t be expert at all of them.

We will maintain a list of Fully and Limited supported products.

We will provide the following types of support for each level:

Fully Supported.  CIS will provide:

• Computer based training (CBT) and/or listings of locally available training

• Reference materials

• Consistent/high quality support

• Installation support

Limited Support

• Training will have to be arranged externally by the individual
• CIS will have limited experience with the applications and requests for support for these applications will have a lower priority
• Customers will be encouraged to switch to fully supported application

Non Supported

• CIS will normally have no experience with the products
• CIS will help on a time available basis, providing support to these applications will receive our lowest priority

We can't get certain parts from some vendors (Compaq, Dell, Gateway), because we do not have service technicians certified by those companies.  It is not cost effective to have our technicians certified.  Machines with these part failures and machines still under warranty will  have to be sent out for service. 

Our repairs are limited to changing major modules of the most common systems.  Departments will be charged for all parts that we use and for the full cost of repairs on any items sent out for repair.  The following is our guideline on what we work on versus what we send out for repair: