LAN & Desktop Services - UMS PC Support Policy

It is our intention to provide timely and reliable support for the PC user community. In order to provide this support, the following policy will apply for all PC users who request help from UMS.

The first point of contact for all help requests should be the UMS Help Line. The Helpdesk will record the problem and will work with the user to determine the severity of the problem. In some cases, the Helpdesk will be able to resolve the problems without asking for further assistance.

For more severe problems the Helpdesk staff will notify the LAN Team immediately. For less severe problems, the Helpdesk staff will send an email to the LAN Team.

When the LAN Team receive notification about a problem, their first contact with the user will be via the phone to discuss the problem and to schedule an appointment. Once the intial contact has been made further communications may occur via phone or email. The LAN Team might determine that the problem is outside of their realm and route the problem to the appropriate person.

After the problem has been resolved, the person responsible for handling the problem will notify the UMS Help Line so it can be recorded and tracked.

For installation of new PCs, the user department should contact the helpdesk at the earliest possible date (preferably two weeks in advance), so that they can schedule the installation. At the time of contact, the LAN & Desktop Support Department will start routing a PC Installation Checkoff sheet which will be routed to all concerned parties at UMS in order to make sure that all of the installation steps have occured before the user gets the PC on their desk.