Overview
This service includes support for “University Owned Devices”, “University Supported Devices”, and “Other Devices” as follows:
University Owned Devices
- Full life cycle management including purchasing consultation, hardware procurement, configuration distribution, loaning, asset tracking, refreshing (upgrades and replacements), and technology recycling for university owned computers that are supported by the Information Technology Services organization before, during, and after their use until the time they are no longer the property of Framingham State. (See the “Hardware Lifecycle Management” service description for details).
- On-campus and remote troubleshooting, patching, and updates of managed devices within the scope of University standards for operating systems, settings, application software, and utility software (e.g. for backup and security).
- Warranty repair and replacement for eligible devices.
- Relocation and setup of devices during facilities and/or personnel moves, adds, or changes.
University Supported Devices
- Recommendations for purchasing personally owned devices that are within the scope of University supported standards which include; full warranty repair and replacement, pre-configured image, pre-installed software, and ongoing technical support (which includes troubleshooting issues with hardware and software).
Other Devices
Limited general support including answering questions and reasonable efforts to troubleshoot problems with the day-to-day use of hardware and software beyond the scope of University supported standards.
Eligibility
Framingham State University Students, Faculty and Staff are all eligible for this service.
Features and Benefits
- Clearly Defined Standards and Service Levels for University Supported Desktops and Mobile Devices
- Proactive Service Management
Prerequisites
Tiered support is contingent upon whether the device is owned or by the University, recommended, or a personal device.
Requesting the Service
Click on the corresponding service request/ offering from this web page in order to provide us with some basic information about your unmet or anticipated need and then submit your request.
Related Documentation
- Policy on Provisioning Computers and Related Support Services to Faculty and Staff
- Supported University Hardware and Software Standards for Desktop and Mobile Devices
- Hardware Lifecycle Management Service Description
Fulfillment Target
A support technician will respond to your request within one business day. Incidents and troubleshooting will be completed within 2 Business Days. Repair or replacement parts may take longer to arrive.