Help Desk Service Level Agreements
From ITS Helpdesk
Basic Help Desk Calls
We will try to resolve all issues on first contact. However, if we cannot resolve the issue at first contact, the problem will be escalated, and a call back will occur within one business day. The exception to this is peak busy periods such as Fall start-up. If the problem must be escalated outside the Help Desk, a DeskTop, Network security or Network Customer Service tech will respond within two business days. Voice mail messages left after hours regarding non-systemic issues are responded to on the next business day if a phone number is included in the message.
Service outages/System outages
The Help Desk reports all service outages to the Command Center on Tyler. The goal is to resolve all network outages and university-wide application outages (eCampus, WebCT) within 4 hours. It is important for all departments/Colleges to report any application or network outage so the scope of an outage and repair requirements can be determined. After-hours service outage calls are routed to the voice mailbox for the command center where messages are picked up hourly.
Password Changes
The Help Desk fill-time staff can change mail.uri.edu, eCampus, and some URI domain passwords. However, if possible, the automated password change for mail.uri.edu and eCampus passwords should be used first. Mail.uri.edu passwords are also used for:
- WebCT
- Wireless access
- SafeConnect (network access)
- Remedy access
- ePortfolios (True Outcomes)
- Dial-up
All password changes will require verification of identity either by presenting a picture ID at the URI Help Desk (lower level Library) or, if the user is off-campus/out-of-area, through phone verification of private demographic data. URI domain passwords will be changed only when the user presents a photo ID at the Help Desk.
Password changes will be completed within two hours of submission during normal working hours.
The Help Desk staff cannot change etal.uri.edu or postoffice.uri.edu passwords; these must be referred to Tyler Hall. The Help Desk will fax all password change request forms for etal and postoffice accounts to the Tyler Command Center. The Command Center has one business day to complete all password changes.
Password Reset for Computers
The Help Desk will change passwords for user accounts on URI property computers. This service is available through the Help Desk when a user cannot log into their URI-property machines only.
Hardware Issues
The Help Desk refers all hardware issues to any pertinent department or college technicians, DeskTop Computing Services or RAM Computers. If the problem is a driver for hardware, the Help Desk staff will help research and direct the user where to download the drivers to return the hardware to operating status.
Virus/Malware Clinic
The Help Desk runs a no-cost service to assist students, faculty and staff in the removal of malware from their computers. However, due to the heavy usage of this service, it may be necessary to wait more than five business days for an appointment. However we will attempt to accomodate all users as soon as an appointment is available.
- Everyone scheduled for an appointment is required to bring the system restore disks and power adapters/cords.
- The Help Desk has VGA and DVI monitors, keyboards, and mice that can be used for clinic appointments. If your computer uses non-standard connections, you must bring that equipment or adapter(s) with you.
- Computer owners must remain at the Help Desk during the Virus Clinic; we will not work on a computer without the owner being present.
- Anyone who has been scheduled for and missed two appointments will be referred to the 'for fee' RAM computer service.
- Malware can cause extensive damage to an operating system, therefore all clients for the malware clinics must sign a waiver of liability.
DMCA Violation Unblock Requests
All students blocked for DMCA violation must contact Student Affairs in the Memorial Union. All unblock requests addressed to the Help Desk are forwarded to the Network Security Architect. Student Affairs validates that requesters have completed and signed the DMCA Violation paperwork. Validation and removal of blocked access can take up to three business days.
All staff DMCA violations are referred to the Network Security Architect. Validation and removal of blocked access can also take up to three business days.
ITS Lab Reservations
If you are unable to complete the ITS Lab Reservation form on-line, we will register you in any available courses while you are on the phone.
Classroom Equipment Reservations
If you are unable to complete the ITS Classroom Equipment Reservation form on-line, we will assist you in making any reservations required while you are on the phone.
Reporting an Environmental Problem in a Classroom
If you are unable to complete the Classroom Problem Reporting form on-line, we will assist you in filling out the form while you are on the phone.
ITS Video Support Request
If you are unable to complete the ITS Video Support Request form on-line, we will assist you in filling out the form while you are on the phone.
WebCT Course Management Help
If you need assistance in WebCT course design, basic questions and help are available at the Help Desk. More advanced assistance is available through CCE. Any rwquests for course shells will be directed to the website request form. If the form does not correctly reflect the courses required, a trouble ticket will be escalated to the WebCT Administrator.
Laptop Loans
Several laptops are available for loan to faculty and staff for short-term loan. This service is provided by Desktop Computing Services. There is an on-line form at http://www.uri.edu/its/hardware_and_software/mobile_computing.html.
Site Licensing
Instructional Technology Services has licenses for several software packages that can be purchased for URI-owned machines using a standard URI College requisition. More information about this service can be obtained at http://www.uri.edu/its/ITS_handouts/handout.no.08.html
File Recovery Services
In the case of a damaged operating system that must be reformatted, the Help Desk will provide best effort in recovering data. More comprehensive file recovery services are available for a fee through the Digital Forensics Center in Tyler Hall.
Networking
If we are unable to solve the network connectivity issue over the phone, the Help Desk may book an appointment with student techs for any networking issues in the campus housing, sororities, and fraternities. Any problems that cannot be resolved over the phone on the administrative network will be referred to a Telecommunications Customer Service Tech. We will attempt to solve all Faculty and Staff port problems within one business day.
Static IPs
If a subnet has sufficient addresses available, requests for static IPs will be handled within two business days. Static IPs will be issued for servers, printers, facility-based controllers, etc. Requests for static IPs should be directed to Telephone Customer Service at 874-7071.
Guest Accounts
Temporary Guest Accounts for wireless and LAN access are available for visitors to the University campuses. Individuals requesting a guest account must apply in person at the Help Desk.
Telephone
The timely completion of all telephone moves, adds and changes is dependent on the number of requests currently being processed. Out-of-Service issues will be escalated to a network technician who will respond within one business day on the Kingston Campus. Other campuses will be handled as soon as possible but usually within two business days.
VoIP
VoIP telephone services are currently provided to Garrahy, Eddy, and Wiley Halls. If both the phone and the computer are unable to connect through the network, the call will be handled as a bad port and the first available appointment booked. Phone-only issues will be handled by a network technician and users will be contacted within 1 business day from the time the trouble ticket is entered in the system.
VoiceMail
To request voicemail setup for a student housing telephone in all residence halls, the student must submit a request form located on our website at http://www.uri.edu/its/ramconnection/ramtel/voicemails.html.
Voice mail set-up may take up to two business days except during move-in weekend when it may take longer due to the volume of requests.
Directory Updates
Personnel can make certain changes (such as phone number) to the online directory through eCampus. Alternatively, the campus phone operators can facilitate these changes. Changes to the Department Directory should be made to rambook@etal.uri.edu. Changes to the on-line directory should appear in two business days.
N.B. Any critical outage may cause exceptions to the service level agreements.
