ITU provides various support levels for both hardware and software. To determine which level of support is provided for software, please refer to the Supported Software List. For hardware support levels, please refer to the appropriate Computer Purchasing & Support Guidelines for Mason Departments ( Desktop Systems, Laptop/Notebook Systems, or Printers), or Supported Hardware.
- ITU will provide on-site installation, troubleshooting and repair. Telephone assistance, and support will be provided by the Support Center during normal business hours.
- ITU places the highest priority on resolving Premier Support customers' problems in a timely manner.
- Requests with Premier Support will take precedence.
- ITU has familiarity with the product and will follow OEM warrenty provisions. Repairs including parts and labor, if available, outside of warrenty will be the responsibility of the department unless otherwise specified.
- ITU makes the final determination whether it can or cannot provide technical assistance.
- Should ITU determine it is unable to provide technical assistance, technical support should be provided by the OEM or outside vendor at the department's expense.
Some departmental software is hosted on ITU file servers but is supported by an outside vendor at the department's expense. These software products are purchased and owned by the department and are not provided by ITU. Departments should contact their vendor first for support. After that, if ITU assistance is needed, ITU will attempt to assist, time permitting.
ITU does not make any assurances or guarantees that it can assist the client with their request. ITU will make the final determination whether it can, or cannot, satisfy the request for service.
Items that do not appear in the Supported Software List, or Operating Systems, or Computer Purchasing & Support Guidelines for Mason Departments - Manufacturer & Model List (Desktop, Laptop/Notebook, Printer), or Supported Hardware are considered "Non-Supported" by ITU.
This does NOT mean that you cannot call to ask questions, but the following apply:
- Requests with Premier and Limited Support will take precedence.
- ITU does not guarantee that a resolution will be provided.
- ITU will decide whether it can, or cannot, satisfy the request for service.
- ITU may refuse to attempt service on Non-Supported products.
- ITU will not install Non-Supported software on a supported workstation.
- Non-Supported software installed on a customer workstation is the responsibility of the system owner to maintain and troubleshoot.
- If Non-Supported software is determined to cause system problems or conflicts with other ITU supported software, ITU will remove the software before attempting to restore the system to an operational condition. ITU will not re-install Non-Supported software.
- If calls cannot be resolved by ITU, customer may need to contact other sources at the department's expense.
