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Office of Information Technology (OIT)

UT Arlington
OIT: Office of Information Technology

helpdesk@uta.edu ·  Work Order · 817-272-2208 · System Status

We are your IT partner!

Support Levels

Full Support Partial Support Minimal Support
Compatibility with computing environment Software in this category has few issues. Issues are resolved or workaround devised Some software in this category may have known compatibility issues Some software in this category may be completely incompatible
Escalation Level Help Desk resolution attempted. Escalation for on-site support and escalation to third tier group available Help Desk resolution attempted, escalation for on-site support available Help Desk will provide up to 20 minutes of diagnostic time; referral to vendor support sites
Troubleshooting Level Troubleshooting provided for mid-range functionality (launch, open, save, print, merge) Restore to default (reinstall) Help Desk will provide up to 20 minutes of diagnostic time; referral to vendor support sites
Training Offerings Some OIT classes offered, OIT documentation provided, consultation provided Limited OIT documentation provided; referral to other provider, self service sites, vendor site, instructor, or other contact Referral to other provider, self service sites, vendor site, or other contact
Installation Level Help Desk remote assistance, in-shop, or on-site installation Some Help Desk remote assistance; client installation Client referral to vendor support site
Configuration Support (update, patch, upgrade) SCCM Some SCCM; client also required to maintain Client required to maintain
Software Distribution Some fully supported software packaged, hosted locally, or from DIR site Some partially supported software is hosted locally, available in store, or from DIR site Some minimally supported software links available to direct clients to vendor site