What you need to know

Basic Desktop Support is available for computers and devices that meet the following criteria:

• The supported equipment is University property, not personally owned.
• The computer is 5 years old or less at time of subscription.*
• The computer is running Windows 10 or macOS released within the last 2 calendar years.*
• Windows computers purchased after May 13, 2013, must have a TPM chipset.
• All computers must be encrypted.
• Support technician administrative access exists or can be created on the computer. This can be a local admin account or a domain account with admin access.
• IT can re-image a computer when necessary to resolve an incident or complete a service request. We only back up user profiles, so make sure you have installers and licenses for nonstandard software.
• The Service Desk has the ability to remotely control the computer with the client’s authorization.
• Smartphones and tablets: iPhones and iPads must have the current version of iOS; Android devices, 4 or greater.
• Printers must be standard.

Support for devices and applications not covered under Basic Support are available by special arrangement for an hourly charge. 

*Once the equipment is under subscription, even if it is more than 5 years old, it will continue to be supported in its current state at the basic level. If there is a hardware or operating system failure, repairs will be supported on a time-and-materials basis at $82 per hour. Additional warranty coverage can usually be purchased to prolong the life of a computer.