Operations > Computing

Help Desk Service Level Agreement

This document serves as a set of underlying guidelines for the level of service and support that the Computing Group provides to the department staff, faculty, and students. The mission of the Computing Group Help Desk is to provide a first point of contact for the department community with problems involving computer hardware or software. By channeling all computing help requests through a centralized system, we hope to provide more effective and efficient support to our users and the EE community.

Who Is Covered Under This Agreement
This agreement covers the following users:
   
    - Students, Staff, and Faculty


Methods of Contact
The Computing Group Help Desk acts as a central point of contact for all technical support, including hardware and software questions and consulting, installations, networking, network connection requests, and troubleshooting. Users may submit requests by one of the following methods:
   
    - Website: Online Help Request Form
    - Email: help@ee.washington.edu
    - Office: EEB1 Room 307E / 307G


Hours of Operation
Computing support will be available Monday - Friday from 8am - 5pm.


Responsibilities of Those Making a Request
Before contacting the Help Desk, users should explore self-help options that is readily available on the Computing Group's website. If the solution to your help request cannot be found, please contact the Help Desk through one of the methods described in "Methods of Contact" section. When contacting the Help Desk, please provide the following information so that we may better facilitate a resolution for your problem:

    - Complete contact information (first name, last name, building, office, phone number, and email address)
    - Type of H/W or S/W (computer model, operating system version, software name & version)
    - Clear and specific description of the problem or request and any error messages that you have received


Student, Staff, & Faculty Support
The Computing Group provides support to all students, staff, and faculty that are associated with the EE department. However, the level of support is varied based on appointment and the issue at hand. Please reference the material below as well as the Hardware Support and Software Support sections to determine the level of support provided.

Students
Student support is offered via Online Help Request Form, email, or in-person (Computing Group Office or in one of the computing labs). The Computing Group does not assist students with any personal hardware or software issues and will provide limited support for network connectivity issues only. We do provide support to students for all user account and EE computing resource related matters including, but not limited to: account creations, passwords, home directories, disk quotas, printing, email, mailing lists, software downloads, computing lab h/w and s/w, etc.

Staff
Staff support is offered via Online Help Request Form, email, or in-person. The Computing Group will provide full support for all hardware and software that we distribute and any additional hardware or software that is not distributed by us that is considered as needed for normal business operations. We do not provide support for personal hardware or software, but will provide guidance with using personal items such as cellular phones, PDA's, and laptops if it is needed for normal business operations.

Faculty
Faculty support is offered via Online Help Request Form, email, or in-person. The Computing Group will provide full support for all hardware and software that we distribute and limited support for any additional hardware or software that is not distributed by us that is considered for teaching and regular departmental computing operations. We do not provide support for hardware or software related to Research needs unless a formal agreement has been established beforehand. We do not provide support for personal hardware or software, but will provide guidance with using personal items such as cellular phones, PDA's, and laptops if it is needed for teaching and regular departmental computing operations.

Note: The Computing Group will not provide support for home hardware or software.


Hardware Support
Hardware support is divided into three separate categories to easily identify what support will be provided to the user when hardware support is needed. The categories are: Fully Supported, Minimally Supported, and Networked Only. Please see the section below for support relating to laptops.

Fully Supported
This category refers to all hardware that has been provided from the Computing Group for the operations of general/instructional labs, staff computing, and faculty computing which will be fully maintained by us.

This does not include:

    - Hardware where the ownership has been transferred by us
    - Hardware that faculty directly purchase
    - Research computing hardware
    - Student owned computing hardware

The following is a list of hardware that we currently support:

    - Dell Precision 340, 360, 370, 380, 390, T3400 (340, 360, 370 will be supported until they are replaced)
    - HP Z400 Workstation
    - Dell 2007FP and 2001FP LCD monitors
    - Printers: HP LaserJet 1000, 1200, 1300, 2100, 4000, 4050, 8000, P1102w

Minimally Supported
This category of hardware support includes all department owned hardware that is not covered in the fully supported category with the exception of Research and Student owned computing hardware. The Computing Group will provide basic troubleshooting assistance and make any recommendations for parts needed for repair or upgrade.  

Hardware included in this category:

    - Desktops that faculty purchase for their primary teaching use

Hardware support included:

    - Assist with troubleshooting the issue
    - Make recommendations for repairs or upgrades
    - Assist with replacing RAM, hard disk, and optical drives only (user will need to purchase parts)

Networking Only
This category of support includes support for non-department owned hardware for the purpose of providing assistance with connecting to the department network. It is the user's responsibility to ensure that all networking hardware is properly functioning before requesting assistance with network connectivity to the department network. Wireless connection assistance can be found on UW's website.

Hardware included in this category:

    - Research computing desktops


Laptop Support 
The Computing Group provides limited support for laptops based on category. The categories are: Department Owned and Personal.

Department Owned
Department owned laptops are laptops that faculty or staff purchase using a department or research budget. We will provide limited support for this category of laptops when it is used for teaching or regular departmental computing operations.

Support Provided
    - Assist with troubleshooting the issue
    - Make recommendations for repairs or upgrades
    - Assist with replacing RAM, hard disk, and optical drives only (user will need to purchase parts)
    - Installation of computer image with predefined list of software available in the section below for staff and/or faculty
    - Installation and support of software available in the section below for staff and/or faculty

Personal
The Computing Group provides minimal support for personal laptops. Support will only be provided when the personal laptop is used for teaching or regular departmental computing operations.

Support Provided
    - Connecting to department network (Wireless connection assistance can be found on UW's website)
    - Installation and support of limited software that faculty needs for teaching if no other laptop is available
    - No hardware support is provided for personal laptops


Software Support 
Software support services is separated into three different categories. Please see the table below to determine what software we provide and the level of support associated with it. The fourth column "Computing Distribution" is to identify what software is available for lab, staff, and faculty images that computing provides. Faculty may request additional software on the list that is not included in the image and is limited to the licensing restrictions of the software.

Fully Supported
Support will be provided for installation and operability during the full lifecycle of the software. Software in this category are the newest versions of the software that we currently have available or licensed to distribute.  

Partially Supported
Support will be provided for operability during the full lifecycle of the software, but we will no longer install them since all of the software in this category has been upgraded with new versions.

Installation Only

Only installation support will be provided for software in this category. Support for software in this category is limited based on the licensing, release, and it's beneficial usefulness to the overall EE computing environment.

Software Fully Supported
(Install & Maintain)
Partially Supported
(Maintain to 12/2011)
Installation Only
(Install Support)
Computing Distribution
Operating System        
Windows XP   x    
Windows Vista   x    
Windows 7 x     Labs / Staff / Faculty
         
Productivity Apps        
Adobe Acrobat Professional 7.0   x    
Adobe Acrobat Professional 9.0 x     Labs / Staff / Faculty
Adobe Contribute 5.0 x     Staff / Faculty
Microsoft Expression Web x     Labs / Staff / Faculty
Microsoft Office 2003   x    
Microsoft Office 2007   x    
Microsoft Office 2010 x     Labs / Staff / Faculty
Microsoft Visual SourSafe 2005 x     Labs
Microsoft Visual Studio 2010 Ultimate x     Labs / Faculty
         
Utility Apps        
7-zip 4.65     x Labs / Staff / Faculty
Divx Player 7     x Labs / Staff / Faculty
Ghostscript 8.64 x     Labs / Faculty
Google Chrome x     Labs / Staff / Faculty
GSview 4.9 x     Labs /Faculty
Hyper Terminal 6.3     x Labs
Internet Explorer 8 x     Labs / Staff / Faculty
Mozilla Firefox 3.6 x     Labs / Staff / Faculty
Notepad++     x Labs / Faculty
Putty beta 0.60     x Labs / Faculty
QuickTime 7.6.7     x Labs / Staff / Faculty
RealPlayer SP 1.1     x Labs / Staff / Faculty
Roxio Easy Media Creator 10 x     Labs / Staff / Faculty
Sophos 9.5 x     Labs / Staff / Faculty
SSH Secure Shell 3.2.9 x     Labs / Staff / Faculty
Windows Media Player 12     x Labs / Staff / Faculty
WinSCP 4.2.8     x Labs / Faculty
WinZip 9.0 x     Labs / Staff / Faculty
WS_FTP_LE 5.06     x Labs
X-Win32 10 x     Labs / Faculty
         
EE Apps x      
Adruino 0011 Alpha x     Labs
Altera Quartus II 8.0 x     Labs
Comsol 4.0 x     Labs
CoventorWare 2010 x     Labs
Eclipse Platform 3.4.0 x     Labs
Eclipse SDK 3.4.0 x     Labs
Filter Wiz Pro 3.0     x Labs
Galep32 1.17.43 x     Labs
iVerilog 0.9.1     x Labs
Lattice Semiconductor x     Labs
Makingthings McHelper 2.5.1 x     Labs
Maple 14 x     Labs / Faculty
Matlab 2010a x     Labs / Faculty (desktop only)
MCAD 5.0     x Labs
Microchip MPLAB IDE v8.56 x     Labs
National Instruments 8.6 x     Labs
OpenOCD x     Labs
PCTex 5 x     Labs
PIC-C 3.224 x     Labs
PowerWorld 8.0 x     Labs
PSCad 4.2.1 x     Labs
PSIM 6.1 x     Labs
Pspice Student 9.1 x     Labs
SuperPro x     Labs
SynaptiCAD 13.05c x     Labs
Tanner L-Edit 12.10 x     Labs
Visim 3     x Labs
WINCUPL 5.30.4 x     Labs
Yagarto x     Labs


Teaching Support
The Computing Group provides a wide array of support services for faculty, teaching assistants, and graders. Please visit the Resources for Teaching webpage for more detailed support information.


Research Support
Minimal support is provided to Research labs by the Departmental Computing Group. Research faculty can choose to pay for ongoing support; if interested, please contact the Department Administrator.



Last Update: 2/22/2011
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