ITS支持级别

The ITS 支持 服务 department is committed to maintaining user privacy and data security. 虽然维修可能需要访问您的设备, strict confidentiality and data protection processes are in place to safeguard a student’s personal and sensitive information.

It is essential to note that while Chatham University offers different device support levels based on the laptop program, the responsibility for maintaining and safeguarding the student’s laptop ultimately rests with the student. 通过研讨会, 录制的视频, 以及技术文档, ITS旨在教育学生数字安全的最佳实践, 数据备份, 以及硬件和软件的维护.

ITS 支持 服务 is located on the first floor of the JKM Library. 学生可以 提交支持单(服务).查塔姆.edu) 或访问支持服务办公室请求支持. 请参阅公布的办公时间, 支援服务电话, 并链接提交门票 myChatham.

ITS encourages all students to provide feedback to identify areas for improvement and ensure our services align with their evolving digital needs. 请在此提交您的反馈: http://shorturl.at/pBCR1. Our goal is to better serve our diverse student community and promote a successful educational student experience. 

支持水平

以下是详细的支持级别:

基本支援(所有学生)

This level includes essential support services provided to all students. 它包括提供笔记本电脑维护方面的建议和指导, security-related operating system and antivirus 软件 management, 文件管理, OneDrive使用, 基本的硬件/软件故障排除, 支持使用工具和门户应用程序, 基本的网络通信.

软件支持(所有学生)

This level of support focuses on 软件-related issues and is provided to all students. 学生可以就操作系统问题请求帮助, 软件下载/安装和配置, 进入学生软件中心, and basic guidance on utilizing applications required by academic programs (Office365, SPSS, ArcGIS, LMS, Adobe套件, Yuja, 和TurnItIn).

硬件维修服务(由笔记本电脑所有权决定)

ITS 支持 服务 provides three levels of hardware repair services. The level of service provided depends on whether the student is still enrolled in the 1:1 Laptop Program, purchased a computer from the Chatham CDW preferred vendor purchasing site, 或者使用自己的BYOD笔记本电脑.

1. 1:1的计划: 此级别的支持提供完整的硬件支持服务. Laptops in the 1:1 program are “owned” by Chatham University until the student graduates, at which time ownership of the computer is transferred to the student. Chatham provides a 4-year manufacturer warranty and accidental damage protection for all 1:1 laptops. 所有笔记本电脑都是1:1的课程, 4年保修期内, 将由查塔姆ITS支援服务维修或更换.
   
   As long as the device is still under the 4-year manufacturer’s warranty, students receive full hardware repair support that includes repair of all hardware-related issues, 设备返回支撑, 在维修期间使用外借笔记本电脑, 系统重装, and replacement equipment for devices that experience multiple instances of the same repair issue as determined by the ITS 支持 服务 department.
   
   If a student continues to a graduate program or extends their undergraduate degree period, ITS 支持 服务 will provide as much support as possible outside the expired manufacturer’s warranty and ADP coverages. For devices that are no longer under the 4-year manufacturer's warranty, 维修费用可能由学生承担. 在进行任何修理之前，将提供费用概算.
   
   Microsoft Intune and the ITS department will manage laptop devices in the 1:1 program. 设备管理提供操作系统和防病毒更新, 系统更新, 以及整体设备维护.
   
   
2. 直接采购计划: Chatham's ITS 支持 服务 can only provide limited assistance with hardware repairs due to device ownership. 然而, students who purchase laptops through Chatham’s CDW preferred vendor purchase site are eligible for general troubleshooting assistance related to hardware, 软件, 网络问题. If you experience any hardware issues during the initial 15-day period or if your laptop was damaged during delivery, CDW将在购买后的前15天内提供支持. 如果在所有权的前15天内出现任何问题, 直接与CDW联系解决问题.
   
   Students will be required to verify their purchased device(s) meet the required hardware specs as determined by the ITS 支持 服务 department and academic program area(s). All laptops must have up-to-date patched operating systems (Windows 10 Pro or newer, MacOS 12 Monterey或更新版本)和最新的杀毒软件. It is the responsibility of the student to ensure that their device(s) are always up-to-date.
   
   Students whose device meets their program’s required specs are eligible for general troubleshooting of hardware, 软件, 以及网络相关的问题. Chatham’s ITS 支持 服务 will work with the students to troubleshoot their device and determine whether the issue is hardware or 软件-related. If the issue is determined to be hardware-related and the device needs to be repaired by the warranty vendor, 预计维修工作将持续很长时间, 学生可能有资格获得短期贷款, 如果有的话. This loaner laptop will be provided by ITS 支持 服务 on a short-term basis, with the intention of minimizing disruption to academic responsibilities and keeping the student on track in their courses.
   
   
3. BYOD设备: Students who bring their own BYOD device are eligible for general troubleshooting of hardware, 软件, 以及网络相关的问题.
   
   Students will be required to verify their BYOD device(s) meet the required hardware specs as determined by the ITS 支持 服务 department and academic program area(s). All laptops must have up-to-date patched operating systems (Windows 10 Pro or newer, MacOS 12 Monterey或更新版本)和防病毒软件. It is the responsibility of the student to ensure that their device(s) are always up-to-date.
   
   学生拥有自己的设备, which limits ITS 支持 服务 in terms of the level of support that can be provided. ITS 支持 服务 will provide return support if the laptop needs to be returned to the manufacturer or support vendor. 学生将负责所有的运输和维修费用. In cases where hardware repairs are expected to take an extended period, 如果有租借设备可用, ITS 支持 服务 will provide a loaner laptop on a short-term basis to minimize disruption to academic responsibilities and to keep the student on track in their courses. BYOD device repairs will not be given priority access to loaner laptops.