Helpdesk

Methods of Contact

TIER acts as a central point of contact and escalation for all technical support.  This includes 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: tier@uw.edu 
Office: HST/T440 (TIER Helpdesk)
Phone: 206 616 7435 


Hours of Operation

TIER support hours are Monday - Friday from 8am - 5pm.


Responsibilities of Those Making a Request

When contacting the TIER 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 hardware, software or service (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.

Satisfaction tracking

TIER takes the satisfaction of our customers very seriously.  Recent tickets, along with their satisfaction rating, can be viewed here.

 


 

Staff & Faculty Support

TIER provides support to all staff and faculty that are associated with the School of Nursing. The level of support varies based on appointment and the issue at hand. Please reference the material below as well as the Hardware Support, Software Support and Service Support sections to determine the level of support provided. 

Staff

Staff support is offered via Online Help Request Formemail, by phone or in-person. TIER provides full support for all hardware, software and services that is University owned 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 (including USB sticks, external drives, etc.) 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 Formemail, by phone or in-person. TIER provides full support for all hardware, software and services that is University owned and limited support for any additional hardware or software that is not School of Nursing owned but is used for teaching and regular departmental computing operations.  For technology in non-SoN classrooms, please refer to Classroom Services.  We do not provide support for specialist hardware, software or services 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: TIER does not provide support for home hardware or software.


Hardware Support
Hardware support is divided into two separate categories to easily identify what support will be provided to the user when hardware support is needed. The categories are: Fully Supported and Networked Only.

Fully Supported
This category refers to all hardware that is University owned for the operation of general/instructional labs, staff computing, and faculty computing.

This does not include:

  • Hardware that faculty directly purchased for personal use
  • Specialist research computing hardware e.g a sleep recorder

*Special note on laptops and tablets*

Hardware support for laptops is limited to memory, hard disks and optical drives only, where possible.  Some manufacturers supply machines where these components are sealed and not serviceable, in which case they should be sent by the department to the supplier directly.

Tablets are typically not hardware serviceable.

    Networking Only

    This category of support covers non-University owned hardware for the purpose of providing assistance with connecting to the department’s network and services. 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 and specialist hardware


    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 its usefulness to the overall School of Nursing computing environment.

    Software

    Fully Supported
    (Install & Maintain)

    Partially Supported
    (Maintain to 12/2013)

    Installation Only
    (Install Support)

    Operating System

       

    Windows XP

     

    X

     

    Windows Vista

     

    X

     

    Windows 7

    X

      

    Windows 8.x

    X

     

     

    OS X 10.8 (Mountain Lion)X  
    OS X 10.7 (Lion) X 

     

       

    Productivity Apps

       

    Adobe Acrobat Professional 9.0

     

    X

     

    Adobe Acrobat Professional 10.0

    X

      

    Mac Office 2013

    X

      

    Microsoft Office 2010

     

    X

     

    Microsoft Office 2013

    X

      
        
    Other apps   
    SPSS v15 and v17 X 
    SPSS v19X  
    Endnote X7X  
    Endnote X2 X 
    MatLABX  
    InTrackX  
        
        
        

    Service Level Description:

    TIER responds to problem reports in one to four hours; response can be escalated if there is a critical problem. Our goal is always to minimize user downtime by responding as quickly as possible.