List of Second-line Technical Services Offered by CCS
Office Computers
Description |
Service Request Description |
Cost |
Common Operating Environment – COE(3 years old or newer; still under warranty) |
On-site installation (setup on University network) | No Fee |
| Data transfer (client indicates what data) | No Fee | |
| Data transfer (not indicated prior to install) | $70/hour | |
| Installation of additional IBM and Dell hardware (requested after original system purchase) | $70/hour | |
| Troubleshooting – Diagnostics | No Fee | |
| COE Image re-installation | No Fee | |
| Application Software (Supported) | ||
|
No Fee | |
Application Software (Non-Supported) |
||
|
$70/hour | |
Non-Standard Operating Environment |
On-site installation (setup on University network) | $70/hour |
| Data transfer (client indicates what data) | No Fee | |
| Data transfer (not indicated prior to install) | $70/hour | |
| Troubleshooting – Diagnostics only | $70/hour | |
| Operating System | ||
|
$70/hour | |
|
No Fee | |
|
Not offered | |
| Application Software (Supported) | ||
|
No Fee | |
Application Software (Non-Supported) |
||
|
$70/hour | |
Peripherals/Accessories |
Troubleshooting (max ½ hour) Business-related |
$35 Flat fee |
| Installation (i.e.: hard drives, scanners, etc) | $70/hour | |
| Personal/Network Printers | Installation, Troubleshooting | $70/hour |
| Personal Digital Assistant - PDA | Installation and Troubleshooting. Please refer to following table for support levels: http://www.ccs.uottawa.ca/internal/pda-support.html |
Best Effort |
Home Computers
Description |
Service Description |
|
|
Non-COE |
University of Ottawa Dial-up issues only. |
Available software for home |
uOttawa Download Zone: http://www.ccs.uottawa.ca/download/ Please refer to Licensed Software Table: http://www.ccs.uottawa.ca/software/licensed/index.html |
TCP/IP is the only protocol supported over the uOttawa wireless network
- COE: a standardized computing environment including the hardware, operating system, Office suite, application software and utilities. 3 years old or newer; still under warranty.
- A list of supported software can be found at http://www.ccs.uottawa.ca/software/supported.html
- Any work requiring hardware repairs/installation will be coordinated by Client Services.
Clients will be contacted within 24 hours of their request to schedule an appointment. Due to limited resources, each request is assigned a priority level. Lower priority requests get scheduled once higher priority (emergency) requests have been dealt with.
When Client Services receives a higher than expected call volume (i.e. Network security threats), our response time may be delayed.
For SLA: When the campus is affected by a security threat (i.e. worms, viruses), Client Services priority becomes areas where there is no IT support. Thus, under these circumstances the IT representative of Faculties and Services becomes responsible for coordinating resolutions for computers in their areas.