ITS Computer Support Policy
The Information Technology Services (ITS) Client Service and Operations Center section provides technical support to Supported Users 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 an email to firstname.lastname@example.org, connecting via Live Chat, or visiting the IT Center or ITS Computer Labs for walk-in support (Manoa campus only). Visit https://www.hawaii.edu/its/help-desk/ for hours of operation and for more information on the support channels provided by the ITS Help Desk.
The ITS Help Desk will provide technical support as outlined in this policy for Supported Users consisting of current UH faculty, staff, students (including new and returning students), and active affiliates. ITS Help Desk-provided support for our ‘Ohana Users (former students, faculty, and staff) will be limited to setting up, accessing, and operating their UH Usernames and the associated services available to our ‘Ohana Users. Unfortunately, the ITS Help Desk does not have the resources to provide technical support for the personal computing devices of unaffiliated or formerly affiliated users unless being used for university-related work purposes.
Technical Support Provided
Technical support provided by the ITS Help Desk includes:
- Assistance with setting up, accessing, and operating your UH Username
- Assistance with accessing, operating, and troubleshooting issues with ITS-managed online services
- Setup, troubleshooting, and basic operation of Supported Computing Devices
- Assistance with basic network connectivity to campus-provided wired and wireless networks for Supported Computing Devices
- Setup, troubleshooting, and operation of supported software. Setup of unsupported software is limited to installation only (no additional setup/configuration will be done). Installation of unsupported software will be performed on a "best effort" basis. The ITS Help Desk cannot and will not assist with downloading, installing, configuring, or troubleshooting any unlicensed, pirated, or otherwise illegally obtained software.
- Limited “best effort” support for software and computing devices not explicitly supported under this policy, and personal computing devices not being used for university-related work purposes
Technical support through the ITS Help Desk is provided to Supported Users remotely via phone, email, or live chat. Secure remote support software can also be used to allow Supported Users to share their devices’ screen(s) in order to facilitate faster and more thorough on-device troubleshooting and problem resolution by ITS Help Desk Consultants.
For Supported Users physically located at the Manoa campus, the ITS Help Desk also offers walk-in support both at our service window located in the Information Technology Center and at the ITS Computer Labs during monitored hours. Visit https://www.hawaii.edu/its/help-desk/ for Information Technology Center hours of operation or visit https://www.hawaii.edu/its/its-computer-labs-at-uh-manoa/ for ITS Computer Labs hours of operation.
On-site Technical Support (Manoa Campus faculty and staff only)
For faculty and staff of departments on the Manoa campus with problems that cannot be resolved remotely, an ITS Help Desk Technician can be scheduled to perform an on-site consultation 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 assistance with the setup of new university-owned devices 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.
On-site support will be declined for personal computing devices which are not used for university-related work purposes. Remote or walk-in support (through the ITC Service Window or ITS Computer Labs) are available for these personally owned devices.
Supported Computing Devices
- 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 supported iOS or Android operating systems
- Manufacturer-supported tablet-type devices running supported iOS, macOS, Android, or Windows operating systems
- Computer peripherals, such as mice, keyboards, docks, webcams, printers, multifunction devices, and scanners
- Ethernet switches or hubs
Personal computing devices in use by Supported Users 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. Other examples of devices excluded from Supported Computing Sevices:
- Departmental computer lab, departmental classroom, or departmental audio/visual devices and equipment
- Routers, wireless access points, hotspots, network attached storage (NAS) devices, and other networking equipment external to the University-maintained wired and wireless networks (switches and hubs excluded)
- Digital cameras, video cameras, capture cards, and network cameras
- Single-board computer (SBC) or single-board microcontroller (SBM) devices (such as Raspberry Pi, Arduino, etc.)
- Internet of Things (IoT) devices including casting or streaming devices used for non-University related business
- Video game consoles, hand-held gaming devices, etc.
- The College of Arts, Languages, and Letters provides limited help and maintains computer labs with foreign language support built-in to Windows which are available to their college faculty and staff free of charge or to others for a fee.
- UH Hilo maintains a website for the Hawaiian Language at https://www.olelo.hawaii.edu/.
Departmental Computer Labs and Classrooms
“Best Effort” Support
- require knowledge beyond what the ITS Help Desk staff currently have,
- exceed one hour of work time to resolve, or
- be unattainable after exhausting all reasonable avenues of problem troubleshooting,
Operating System (OS) Software Support
- Supported Windows versions
- Supported macOS versions
Limited Hardware Support