Off-Campus Technical Support Services
What kind of technical support can I expect off campus?
Providing technical support for off-campus units increases expenses in terms of staff time, supplies, and transportation. As such, off-campus sites incur costs for certain types of support. These support offerings depend on whether the unit has selected the Metro-Ethernet solution for network connectivity and is limited to equipment used for University purposes only.
Off-campus units have the following options for technical support from Information Technology Services (ITS):
- Phone Support - All University faculty and staff may contact 6-TECH Technical Support at 336-256-TECH (8324) or 6-tech@uncg.edu for assistance, regardless of whether their offices are located on or off campus. Note, however, that Service Desk staff will be unable to troubleshoot network connectivity problems for off-campus units that have opted not to use the Metro-Ethernet solution. The client must refer these issues to the third party service provider.
- Drop-Off Equipment Support - With any supported University equipment located off campus, faculty and staff may drop off equipment for service/repair at no charge. For the 2006-2007 academic year, the equipment drop-off location is Room 354 McIver (Laptop Service Center). A Remedy service request ID will be assigned to the case and given to the client at the time of drop-off. Clients may wish to contact 6-TECH Technical Support first to see if a phone resolution is possible. If ITS determines that the root of a problem is network connectivity, Metro-Ethernet users may have to pay for an onsite visit to resolve the problem. Users not using the Metro-Ethernet solution must refer to the third party network provider to resolve the issue.
- Onsite Support - Units that have selected the Metro-Ethernet solution have the option of paying for or may require the use of onsite technical support from ITS. Cost of service is $31.48 per hour and is offered for supported products that meet current University standards. To request onsite technical support, contact 6-TECH Technical Support at 336-256-TECH (8324) or 6-tech@uncg.edu. Time is charged from when the support staff leave campus to when they return. Clients will be billed by the ITS Management and Budget Office. To maintain a high level of client service and satisfaction, ITS seeks to provide services only where there is a reasonable level of confidence that ITS can resolve issues. Therefore, users opting out of the Metro-Ethernet solution are not eligible for onsite technical support.
Note: Large off-campus units or those with considerable technical support needs may prefer to hire their own support staff. If requested, ITS can provide advice on job classification and requirements. Off-campus units may also opt to use a commercial support provider. ITS investigation of commercial services indicates clients should expect to pay approximately $100 an hour for such services, though better pricing may be available by establishing an ongoing contract with a provider.