Hardware/Software Issue

Service Description

Client Services (CS) provides computing support to students, faculty and staff. CS provides full support for Mines-owned computer hardware and software, some peripherals and some Mines provided services. Remote support may be provided by telephone, email, or remote-login technology. Purchasing advice and assistance is provided. Assistance in breaking down equipment and setting up equipment is provided during office moves.

For personally owned computers, configuration support is provided for Mines provided software to the extent it is used for school business or purposes.  Diagnostic and remedial advice may be provided.

Support for enterprise-wide services such as wired and wireless networking, email, the campus web presence, and network-based applications may be provided by other groups within CCIT.

Audience

Students, Faculty, Staff

Service Levels

Priorities are set in this order: 1. any work-stoppage issue; 2. standard maintenance, installation, and upgrades; 3. long-term projects of a larger scope. Within these categories, service is provided on a first-in, first-out basis, though CS reserves the right to adjust priorities for maximum efficiency. Support is not provided for the use of software products after they are successfully installed. Software will not be installed on personal computers, though assistance may be provided. "Helpdesk" support requests requiring information from the user will automatically close in five days unless there is a response, though they can be reopened upon request. Support is provided during normal business hours. Outside of normal business hours, support will be provided by TSC student employees when available.

Requirements

Support for foreign-language systems is not available. Service is limited to the geographic campus and Mines Park. There is limited or no support for products and services no longer supported by the manufacturer.

Service Charges

While support itself is free, new equipment, replacement parts, extended warranties, and software must be purchased by each department or user except for Campus-wide software such as Office, Matlab, LabView that are purchased by CCIT or Tech Fee. At times CCIT may have available suitable surplus parts that will be provided at no cost.

Requesting the Service

Report the issue by clicking the "Report Issue" button on this page. Please include a description of the problem, error messages if applicable, and complete contact information. Urgent issues resulting in a work stoppage should be noted in the service request.  Requests requiring more information will be returned to the user. Once sufficient information is gathered, the service request will be assigned to a Service and Support Engineer who will arrange a service call.

Support can also be requested by visiting the Technology Support Center (TSC) or calling x2345 or 303-384-2345 during TSC staffed times. In this case, a Student Consultant will take your information.

Documentation

Self-service information can be found starting at the CCIT homepage http://ccit.mines.edu/