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Support Options

Support options include:

• 'Walk up' Service Desks:

  • PAR 106 - 8:00 am – 5:00 pm

  • RLP 4.224 - 8:00 am – 5:00 pm

  • NUR 2.104P - 9:00 am – 1:00 pm

• Chat based remote support

• Phone based remote support -512-471-5000

• Email based remote support - LAITS-Help@utexas.edu

• ServiceNow ticketing support

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• 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

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Inventory

( link to DE?)

See Desktop Engineering Service Definition

Missing Devices

( link to DE?)

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SeeComputer Lifecycle Policies (LINK)

Missing Devices

See Desktop Engineering -Missing Devices (LINK)

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Surplus

(Move or link to lifecycle)

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• 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*

• Requests for software in student computer labs or classrooms would be managed by Desktop Engineering (LINK to DE)

LAITS does not:

• Support 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 

  • Adobe Creative Cloud is the exception (see Desktop Engineering - Service Definition)

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

• iCloud (link to Security policies matrix: https://security.utexas.edu/iso-policies/cloud-services/decision-matrix)
• Time Machine Backup - UTBackup is free and supported
• App Store

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• 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

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