Service Catalog

Request Support for a University-owned Computer

Desktop support is provided after the Help Desk performs initial troubleshooting. The equipment must:

• be located in a Temple University office
• meet university minimum hardware and software requirements

Note: Desktop support for TUHS employees is provided by the Health System’s internal technical support team.

Hardware supported:

• workstations
• laptops
• local and network printers
• scanners

Software supported:

• site-licensed by the University
• purchased by a department

Contents

• Who is entitled to this service?
• What are the limitations and restrictions related to this service?
• What are the applicable policies or guidelines?
• What are the requirements for using this service?
• What is the time frame for fulfillment of service?
• When is this service available for use?
• What is the cost of this service?
• How do I request this service?

Who is entitled to this service?

• University employees and authorized guests located in a university office

What are the limitations and restrictions related to this service?

• Schools, Colleges, and Departments having dedicated IT support staff may receive service levels that differ from this offering. School, College, and Departmental IT staff will work directly with their clients after TUhelp requests are submitted.
• Current Temple University employees
• The following items are excluded from service:
  • personal equipment
  • home-built equipment
  • equipment in an office not owned by Temple University
  • computers older than five years from date of purchase

What are the applicable policies or guidelines?

• Human Resources Employee Manual
• Temple University Rules of Conduct
• University Policies
• Computer Services Policies

What are the requirements for using this service?

The system must be:

• owned by Temple University or authorized vendor
• physically present in a Temple building
• connected to the Temple University network

Note: Support for systems connected to the TUHS network is provided by the Health System's internal technical support.

The computer must be less than five years old and meet the following requirements:

*Starting April 8, 2014, Windows XP will no longer be supported and any systems still running Windows XP will be removed from our network on that date (TechBits article).

What is the time frame for fulfillment of service?

The fulfillment time will depend on the nature of the problem and the time of year. General guidelines are as follows:

• Computer is inoperable: 1 business day or sooner, depending on urgency
• Standard troubleshooting or software installation/upgrades: 3-5 business days

Note: Schools, Colleges, and Departments having dedicated IT support staff may receive service levels that differ from this offering. School, College, and Departmental IT staff will work directly with their clients after TUhelp requests are submitted.

When is this service available for use?

This service is available on Main, HSC, TUCC, Ambler, TASB, and Fort Washington campuses from Monday through Friday, 8:30 am to 5:00 pm.

Note: Schools, Colleges, and Departments having dedicated IT support staff may receive service levels that differ from this offering. School, College, and Departmental IT staff will work directly with their clients after TUhelp requests are submitted.

What is the cost of this service?

This service is provided at no charge.

How do I request this service?

Call the Help Desk at (215) 204-8000 or submit a request through TUhelp.