Getting Help from LTI - External
From CSS Wiki
Monday to Friday, 7:00 am to 7:00 pm. 24 x 7 Voice-mail, e-mail and Request Tracker access.
Requests for Assistance, Classroom Computers
- When a problem arises, CSS Technical Services Staff are the first responders. If the problem cannot be resolved, staff should contact Learning Technologies Integration via phone, e-mail or Request Tracker.
- LTI will require identifying information (Who, What, Where, When and How) to log and track service calls.
- LTI will begin the problem resolution process upon receipt of the call.
- LTI will attempt to correct the problem remotely. If remote repair is not successful LTI will prioritize call and assign to service personnel. LTI will attempt to resolve probelm at first available class-break, or first available timeslot of 30 minutes or more.
- See Escalation Flowchart for more details.
- If someone reports that the security of their University account (UW NetID) has been compromised, contact C&C immediately.
Computer Virus Problems
- Instruct classroom computer users to STOP using the classroom computer if he or she reports a virus. Call LTI immediately during staffed hours. If your call is made outside staffed hours, open a ticket in Request Tracker and leave a voice-mail.
LTI will provide full support for classroom-installed computer hardware, that is, a hardware system purchased by LTI with a university budget number, completely configured and setup by LTI. Hardware includes desktops, some laptops, and all peripherals.
LTI provides the following services for Supported Software:
- A standard Software installation, instructions and assistance
- Telephone, e-mail or Request Tracker assistance for standard features of the standard software installtion
- One-on-one assistance via appointment
A list of supported software is posted on the LTI Classroom Computer FAQ.
Customer (Instructor) Computer Hardware and Software:
For a customer's system, LTI provides service on a "best efforts" basis. Such support, epsecially for software other than Microsoft/Apple OS, may be referred to the customer's department.
Same as Supported Hardware and Supported Software.
PDAs, Handheld Devices
LTI Provides limited support for PDAs and Handheld Devices.
LTI provides service on a "best efforts" basis. Such support, epsecially for software other than Apple's OS, may be referred to the customer's department.
Help Desk Service Priorities and Escalation Procedure
LTI will assign Call Priorities based on the following:
- Enterprise Failure - Production service or server down. Events affecting multiple customers and multiple geographic locations. Events at this level will be immediately addressed and followed through until resolution. This Call Priority supersedes all other service tasks, assignments, and projects. (All available resources utilized pending resolution)
- Urgent - System down. Customers or reported equipment unable to operate or perform tasks. No alternate procedure available. (Selected resources utilized pending resolution)
- High Priority - situation critical, key functions not operable, time sensitive.
- Priority - staff able to work at acceptable level awaiting service appointment
- Scheduled Service, new installs, upgrades, adjustments
- Pending Service - awaiting approvals, third parties, system availability. (estimated completion date and status updates to be provided)
- Special Purpose and Planned Events - Special purpose priority is for such things that can be scheduled in advance like setting up special computers for presentations, special events, software installation requests, or scheduling of recordings for future quarters. Please allow at least 3 days to schedule service. Scheduled services will be at the user's convenience whenever possible.
Network and Server Availability
Routine maintenance is usually performed after 5:00 pm. File servers, email systems, and other network services may not be available. Before performing routine maintenance that may impact the aforementioned services, LTI will provide 24 hours notice in the CSS Forum.
Corrective maintenance will be performed as required with prior notification to the user community as the urgency of the problem dictates. LTI will bring servers down in the event of an emergency situation (e.g., building power failure) or critical security threat (e.g., server or application compromise). Approval for this action is made by the Manager of Computing and Technology Services. Notification of "server down" will be made immediately to the Kane Hall Office. Announcements of system security events will be made after the vulnerability has been mitigated.
It is important to remember that CSS is not a self-contained computing environment, and is linked to other networks within the University and to the Internet. In some cases, you may experience system delays or interruptions due to causes beyond the control of LTI, for example when a main campus network connector (router) has problems.