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This Service Level Commitment is intended to clarify support issues
concerning Wake Forest University hardware and software. Supported
products are those which have been approved by the Committee
on Information Technology for general use throughout the University
for either Administrative or Academic purposes. The Information Systems
Service Desk will provide installation, consultation and maintenance
for supported products and services. Software and hardware more than
three years old will not be supported. A list of currently supported
hardware and software can be found on the Service
Desk Support Matrix. The Service Desk also serves as a call center
for Telecommunications, Multimedia (classroom), Cable TV, Networking
and Systems issues. To view the list of services supported by the
Service Desk for individual departments please see Service
Desk Supported Services.
Software and hardware used specifically for instruction or research
may not be covered under this Service Level Commitment. Requests for
acquisition or use of such software and its support is the responsibility
of the (ITG)
Information Technology Group, resource professional. Also, faculty
with questions or problems that cannot be resolved in a routine call
to the Service Desk (average call time, 10-15 minutes) are referred to
an ITG. If you feel your request is not being handled correctly, please
contact the department chairperson or Dean Best.
The Information Systems Service Desk will not provide assistance in
connecting or installing non-supported products to the campus network.
Users should be sure they have local support for non-supported products
if they choose to purchase them. In the event that a non-supported
product conflicts with the functionality of the computer, the computer
will be returned to its original settings by Information
Systems.
Computers that have been purchased through a department at Wake
Forest University for home use are not supported by the Information
Systems
Service Desk.
To contact the Service Desk call 758-HELP(4357), email us at help.wfu.edu/email.php
or come to the Walk-In Support area located in Room 256 of the Information
Systems Building.
Information Systems Service Desk Hours
of Operation
Sunday 3pm - 7pm
Monday - Thursday 8am - 7pm
Friday - 8am - 5pm
Visit our hours information page to see
our current hours of operation for holidays and other events.
For emergencies outside of these posted hours, please call (336)
758-HELP[4357] option 2 and leave a voice mail message. Emergencies
are defined as Network or Systems issues that may be affecting more
than one customer.
The hours of operation for the Service Desk change during holidays,
semester breaks and during the summer. If you have a question regarding
network or system status, please call the Status Line at (336) 758-HELP
(option 1) for a recorded message.
When you need information or assistance with Wake Forest University
applications, we recommend that you first visit the help.wfu.edu
web site, which provides a wealth of online support resources.
Time Commitments on Requests Handled
by the Service Desk
We always try to solve problems in the shortest time possible, and
the majority of requests are answered in much less time than the maximums
listed below. The following are maximum time commitments and may vary
depending on the nature of the request.
| Calls/ Walk-in support for standard Wake Forest
hardware, software and services including password changes |
1 Business Day |
| Pickup of obsolete equipment from offices - Facilities
Management |
5 Business Days |
Escalation of Problem Requests
If you feel that your request is not handled appropriately, please
contact one of the following people:
|
Name |
Title |
Extension |
Doug Yorke |
Service Desk Manager |
3716 |
Todd Edwards |
Director of Service Delivery & Management |
1864 |
|
Nancy Crouch |
Assistant Chief Information Officer |
5260 |
|