ITS Computer Support Policy
The Information Technology Services (ITS) Client Service and Operations Center section provides technical support via email, telephone, and walk-in to UH faculty, staff and students systemwide through the ITS Help Desk. Contact the ITS Help Desk for support by calling 808-956-8883 (Oahu) or toll free (800) 558-2669, sending email to email@example.com, or visiting the IT Center or ITS Labs for walk-in support (Manoa campus only).
Technical Support Provided
Technical support provided by the ITS Help Desk includes:
- Setup, troubleshooting, and basic operation of supported computing devices
- Assistance with setup and operation of ITS-managed online services
- Assistance with basic network connectivity (wired and wireless) for supported computing devices
- Setup, troubleshooting, and operation of supported software
- “Best effort” support for unsupported software and computing devices, and personal computing devices not being used for university-related work purposes
Technical support through the ITS Help Desk is provided over the phone or via email by ITS Help Desk Consultants. Remote connection software can also be utilized to allow the ITS Help Desk Consultants to connect to a customer’s computer and see what is happening on the computer. For customers on the Manoa campus, the ITS Help Desk also offers walk-in support at the Information Technology Center and through the ITS Labs during monitored hours.
“Best Effort” Support
The ITS Help Desk will attempt problem resolution for up to one hour for unsupported operating systems, software, or computing devices, within the limits of the collective knowledge of the ITS Help Desk staff. This “best effort” support does not include reinstallation of operating systems or configuration/setup of software (only basic installation).
Should problem resolution:
- Require knowledge beyond what the ITS Help Desk staff currently have
- Exceed one hour of work time to resolve
- Be unattainable after exhausting all reasonable avenues of problem troubleshooting
Then the problem will be deemed unresolvable and no further action will be taken to troubleshoot.
Supported Computing Devices
Supported computing devices include:
- Desktop and laptop computers running a supported operating system (see Operating System (OS) Software Support below for currently supported operating systems)
- Manufacturer-supported mobile phones running the iOS or Android operating systems
- Manufacturer-supported tablet-type devices running iOS, Android, or Windows 10 Pro
- Computer peripherals, such as printers, multifunction devices, and scanners
- Ethernet switches or hubs (but not routers, wireless access points, or print servers)
Personal computing devices that fall under one of the categories above, but that are not used for university-related work purposes are excluded from this definition of supported computing devices, and would fall under “best effort” support.
The ITS Help Desk provides “best effort” support for computing devices configured to primarily use a foreign language. Customers with these computing devices are encouraged to check within their department for other faculty/staff with similar configurations or search Internet sites for help. Below are some resources within the University of Hawaii for foreign language support:
- The ITS Labs offer Chinese, Korean, and Japanese language support native to the operating system on their computers.
- The College of Languages, Linguistics and Literature provides limited help to their college faculty and staff and maintains computer labs with foreign language support built-in to Windows and Mac OS X, which are open to UH students.
- UH Hilo maintains a website for the Hawaiian Language at http://www.olelo.hawaii.edu/.
If you have some knowledge of foreign language support that you'd like to share, please email firstname.lastname@example.org.
On-site Technical Support (Manoa Campus only)
If an ITS Help Desk Consultant is unable to resolve a problem, the issue will be escalated to an appropriate ITS department or staff member for resolution. For faculty and staff of departments on the Manoa campus, an ITS Help Desk Technician can be scheduled to go on-site for problem diagnosis and resolution. On-site visits are provided for supported computing devices owned and/or used by the department for performing university-related work.
On-site support will be declined for personal computing devices which are not used for university-related work purposes. Over the phone, email, remote connection, or walk-in support (through the ITS Labs) are still available for these personally owned devices.
On-site assistance with the setup of a new computer is also available by an ITS Help Desk Technician. The standard setup will include installation of all OS critical updates, anti-virus software, and peripheral setup. Optionally, the Technician can install requested supported programs (e.g. web browser, email client, Acrobat Reader, Microsoft Office, etc.), and will be sure to install all associated software updates. They can also assist with configuring the computer to regularly check for and install critical software and OS updates.
The ITS Help Desk will not install any unlicensed software and will assist with installing unsupported software only (no setup/configuration will be done). Unsupported software installation is on a "best effort" basis.
Unfortunately, the ITS Help Desk does not have the resources necessary to provide cost-free support for computing devices purchased for departmental computer labs or departmental classrooms. The respective department is responsible for supporting the computing devices within these computer labs and/or classrooms. ITS may be contracted to provide support for these devices for a fee.
Operating System (OS) Software Support
The ITS Help Desk will repair, reinstall, or troubleshoot problems with the following computer Operating Systems:
- Windows 10 or later
- macOS 10.14 and above
If reinstallation of an OS and/or reformatting of a hard drive are determined to be necessary, an ITS Help Desk Technician may provide assistance. Users should either have their own OS media and accompanying license key available for the Technician, or if the OS was purchased through one of the UH Site License programs, users should make arrangements to have the media on-hand at the time of the scheduled appointment.
Note: Some new computers can be purchased without the OS media included. Unfortunately, the ITS Help Desk cannot provide OS media for these computers without the purchase of new OS licenses through the ITS Site License office, so please be sure to consider this when choosing a new computer purchase without OS media.
Customers are generally responsible for backing up any necessary data they need on their computer, and are encouraged to consider an appropriate backup strategy if critical data is being saved. The ITS Help Desk can assist with data backup only if time and resources permit, and will require that a customer present a detailed listing of data on the computing device that needs to be backed up, as well as the appropriate media onto which this data can be moved/copied. The ITS Help Desk Technician will not be responsible for data erased from a computing device that was not explicitly specified for backup prior to an OS reinstallation.
A list of ITS Supported Software is posted at: https://www.hawaii.edu/askus/575
Limited Hardware Support
CAUTION: Equipment under warranty should be checked with the vendor first, as some warranties may be invalidated if a non-authorized person tampers with the equipment.
An ITS Help Desk Technician can install or troubleshoot on-site standard computer hardware components (e.g. RAM modules, video adapters, wired or wireless Ethernet adapters, hard drives, optical disc drives). If you are experiencing problems with networked or USB-connected printers, these may also be checked. The Technician can install or remove hardware components from a computer, but not necessarily repair hardware components. On-site hardware support is limited to faculty and staff of Manoa departments.
Before any work is done on computer hardware, the customer is required to sign a waiver of liability.
Note: Laptops often have different set of specific hardware requirements and so cannot be serviced to the same extent as a typical desktop computer. Hardware support for laptops is generally "best effort" only.
ITS Server Support
A designated staff server administrator is required for any UH server. The administrator is responsible for installation of the server hardware and operating system, any necessary software, management of user accounts, actively applying security and OS patches, backups, maintenance, and general troubleshooting of the server. If a department has no designated staff server administrator, and that server has any problems with compromise, viruses, or security, ITS reserves the right to remove the server from the UH Network.