Non-Supported Computers and Reasonable Effort

LAITS supports faculty, staff and research lab computers for customers.

LAITS user support may also assist the following customers using non-supported computers with the guideline of “reasonable effort”.

• Graduate or Undergraduate student employees using UT-owned devices (GRA/UTA/TA/AI)

• Faculty personally-owned devices (phones, personal computers)

Guidelines:

• LAITS team members must have time available to assist with the request and work must take 30 minutes or less

• Urgent in-scope issues will be prioritized over out-of-scope work

• If the problem is not urgent, the customer may be asked to return at a later time

• Tickets will be created and closed in the first interaction, even if the problem is not fully solved

• If the problem cannot be resolved in a single support session, LAITS staff will attempt to point the customer in the direction of another unit better equipped to handle the problem