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Table of Contents

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Support Options

Support options include:

...

  • Campus Computer Store 

    • 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 Support 
    • 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

...

  • Install standard software on each computer

  • Patch and update a limited set of software (more details here)

  • Assist with UTBackup installation

  • Install non-standard software as requested

    • Apply "reasonable effort" to non-standard software*


LAITS

...

does not:

  • Support software and applications, even Microsoft Office, beyond a "reasonable effort"Install software outside non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help
  • Manage requests for software in Student Computer Labs (Student Labs) or Classrooms- refer to DE
  • Support software and applications, even Microsoft Office, beyond a "reasonable effort"
  • Install software outside of the terms of service:
    • no unlimited re-installation of trial software
    • no terminal servers for circumventing licensing agreements
    • no other methods to circumvent licensing agreements
  • Escalate support issues to external software vendors
  • Offer software training
  • Maintain software licenses, installation media, or keys 

      more details here

      The University ITS does not allow UT data be stored on these services

      • iCloud
      • Time Machine Backup - UTBackup is free and supported
      • App Store
      • Manage requests for software in Student Computer Labs (Student Labs) or Classrooms- refer to DE
      • LAITS does not support non-LAITS (CNS/NASC, PHAR, ENGR) computers - if it's not our image, we can't help



      Internal staff Notes

      *For example, we'll work to figure out why your Outlook calendar isn't syncing, but we will spend a limited time on Thunderbird calendars

      Refer to the Desktop Engineering Service Definition for more details on software, including updates and patching.


      ...

      • Install and support macOS*

      • Install and support Windows*

      • Provide a Windows .iso file for self-installation of a local virtual machine**

        • Parallels

        • Virtualbox

        • VMWare fusion

      • Upgrade UT-owned computers to the recommended operating system upon request


      LAITS staff do not:

      • Install old versions of the OS*

      • Install or support Linux on desktop computers (servers only, not free)***

      • Install other non-standard operating systems

      • Support dual boot on individual user machines

      • Support local virtual machines

        • Troubleshoot, even for quarantined VMs
          • NOTE: Quarantined VM also quarantines the host. If this happens, we will instruct the user to stop using the VM. We will provide no further support.
        • Install or configure the Windows .iso file

      • Clone devices

        • requested when licenses or installers are missing

      ...

      • Reconnect computing equipment when a faculty member moves offices*

      • Carry or transport equipment between close locations on behalf of faculty*

      • update CLAIM when we have helped facilitate an office move

      • create tickets for office moves

      • Move Template.xlsx


      LAITS staff do not:

      • Relocate 3 or more people at a time (a fee may be charged)

      • If many people need to move, it can be staggered over a few days/weeks

      ...


      LAITS staff do not: 

      • Purchase new equipment for staff (see Purchasing New Computers section of this page)

      • Grant permission to: (during deployment)*

        • Mainframe (we install application only)

        • departmental UTBox shares

        • shared calendars

        • mailing lists

      • Connect to personal folders

        • Dropbox
        • email
        • cozi family calendar

      • Transfer data from a non-UT-owned computer

      • Deploy large orders (5+) immediately upon receipt. The Generations program should be used for bulk orders
      • Create @austin.utexas.edu email address (this happens automatically on the first day)

      ...

      • 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

      ...