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Guideline

Criteria for Basic Support

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  • Impacted Services IT Field Services (ITFS) Desktop Support

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.

 

  • Owning Team: IT Field Services Customer Engagement

Related Information

  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support: Basic Subscription
  • Exemption from IT Field Services
Section Menu
IT Field Services (ITFS) Desktop Support
  • ITFS Desktop Support FAQs
  • IT Field Services (ITFS) Subscription FAQs
  • IT Field Services (ITFS) Desktop Support: Basic Subscription
  • Criteria for Basic Support
  • IT Field Services (ITFS) Desktop Support: Premium Subscription
  • Criteria for Premium Support
  • IT Field Services (ITFS) Desktop Support: Hourly or Project Support
  • Computer and Accessory Ordering
  • Order Computers or Accessories from ITFS Depot FAQs
  • How to Request or Buy Software
  • IT Field Services (ITFS) Desktop Support Health Desks
  • ITFS Proactive Medical Center Rounding
  • IT Enterprise Service Level Agreement (SLA)
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