Support Standards and Levels for the C&IT Help Desk
The C&IT Help Desk provides the Wayne State University community with support for desktop computing and AccessID accounts. Customers can contact the C&IT Help Desk in the following ways:
- telephone: (313) 577-4778;
- e-mail: helpdesk@wayne.edu … e-mail anytime;
- Voice Mail: (313) 577-2115 … leave a message anytime;
- self-service Website: http://computing.wayne.edu … accessible 7 days a week, 24 hours a day.
Voicemail and e-mail messages will be returned during Help Desk business hours. For current Help Desk hours, please visit computing.wayne.edu/support/help-desk.
When you report a problem to or request service from the C&IT Help Desk, we strive to resolve or fulfill it during the initial contact. If we cannot help you during the initial contact, you can depend on us to investigate the situation thoroughly, determine the best course of action, and contact you with an answer.
While staffing levels at the C&IT Help Desk vary throughout the day and can impact response times, each contact method is regularly monitored for traffic. Please note that Help Desk staff do not visit residences to repair problems, but carry-in service via the (http://pipeline.wayne.edu, click the Computing tab, and review the section named "My CallTracker Tickets."
- It makes it possible for the C&IT Help Desk staff to identify when larger issues are beginning to arise. This helps us address them before they become widespread.
The C&IT Help Desk follows escalation procedures to ensure that each contact is handled in a timely fashion. If the C&IT Help Desk cannot resolve the problem within a set time limit, the problem is escalated to the next tier of support. Each item we support has a specific escalation procedure. This forms the basis for three distinct levels of support: Gold, Green and Unsupported. Also see: C&IT Supported Software.
Levels of Support (from low to high)
UNSUPPORTED:
Software that is not listed falls into the Unsupported category. We do not provide assistance for these products. If at all possible, we will assist you in transitioning to equivalent supported software. If a transition is not possible, we will redirect you to a self-service resource for Unsupported software or services. No escalation or follow-up will be performed on problems reported for these unsupported items.
GREEN:
Software used by a large number of students and employees, and supplied by WSU (via the Software Clearinghouse or C&IT Download Center), are found here. We will assist you with the installation and configuration of Green-level software. We will resolve problems with software and services in the Green category within five business days (or escalate them to higher tiers of support). If you are seeking further assistance with Green-level software or services, we will refer you to the designated user support forum for it.
GOLD:
Software and services that are critical for students and employees are usually found at this level. All Green-level support standards apply in addition to assistance with the installation, configuration, basic usage, and upgrading of Gold-level software. We will resolve problems with software or services in the Gold category within three business days (or escalate them to a higher tier of support).
Notes:
- The computer must meet the minimum hardware requirements for the software or service in question.
- Performance problems (such as slow response time) may lead to a recommendation to upgrade the computer hardware.
- The C&IT Help Desk does not support any version of desktop software that is no longer supported by the vendor.
- The C&IT Help Desk only provides support for beta versions or preview releases desktop software at our discretion.