- Service Center Tickets
- Supported Software
- Unsupported Hardware and Software
- Software Distribution and Support Policies
Service Center Tickets
- Backup of files and/or data is the student, faculty or staff member’s responsibility. Students, faculty, and staff have network space available for data backup. For more information on backup options, please see Storage Options and Backing Up Your Data.
- For Drew-issued and Drew-recommended machines: Hardware repairs can take from 3 days (non-peak times) to 14 days (peak times) while the manufacturer identifies whether the damage falls under warranty repair. Non-warranty repairs include, but are not limited to, cracked screens, liquid spills, cracked cases, and damaged power pins. Loaners may be issued once a repair is determined to be warranty repair or the customer agrees to pay for any user damages. Manufacturers will not do partial repairs (e.g., repair a faulty power pin if the screen is cracked). Please review the complete loaner policy before requesting a loaner.
- You will be notified when your hardware repair is complete or you can track the status of your computer at help.drew.edu.
The UT Service Center will provide support for standard software for up to five years past its last distribution to students. Some packages/operating systems may be phased out earlier if technical issues merit such a change (eg Y2K). Most software was distributed for use on specific computer configurations. Software installed on systems other than what was originally purchased/supplied by the CI will receive limited support. Software and operating systems not listed are unsupported. Please contact the vendor directly for further assistance.
Student Software Configurations
- Microsoft Office 2007, 2010, and 2011 for Mac
- Microsoft Windows XP Professional SP3 or later, Microsoft Windows 7, MacOS 10.6, MacOS 10.7, MacOS 10.8
- F-Secure For Windows, F-Secure for Mac
- Novell Client for Windows XP Professional, Novell Client for Windows 7
- Firefox 14.x or later
- Google Chrome
- CDBurner XP
- InterVideo WinDVD
All the software listed above. Additional support for other software can be found at the Faculty Lab or the Staff Lab, both of which can be reached by calling the Service Center at 973-408-4357.
Software not already installed on computers can be installed through the Application Explorer.
Unsupported Hardware and Software
- Software support through University Technology is limited specifically to Drew supported software, though we will make a best effort to support other software products. Support for software packages that are not included in standard Drew-issued configurations should be directed to the product support lines for those packages, the store from which the product was purchased, or the person requiring the use of that software.
- Support for Drew software on non-Drew hardware will be limited to usage. This specifically precludes the ability to offer installation/configuration assistance.
- Internet Service Providers (ISPs) are independent entities out of our control. We make every effort to keep our standard configuration as flexible as possible, but cannot guarantee conformity for every situation. Please use their customer support services to help resolve off-campus connection problems if our resources cannot help.
- We cannot support hardware purchased from other vendors. Please contact the vendor of the hardware in these situations.
- Software support for Drew hardware will continue as long as possible, but not typically more than 5 years. It is possible that some computers may fall outside of Drew minimum system requirements for specific versions of software.
- User Support Services will service Drew-issued student portables for four years or until graduation, whichever is shorter. Fees may apply in cases determined to be user damage. Fees are determined by an outside vendor (typically the cost of parts and labor.)
- Laser printers, CD Writers, and special order items (like high-end monitors or LCD monitors) are purchased outside of the CI Program and fall under the standard warranty of the manufacturer.
- Consumables, such as laptop batteries, diskettes, toner, etc, are the responsibility of the user.
Software Distribution and Support Policies
- Requests for software, databases, and related materials to be distributed by University Technology require appropriate licensing and/or proof of authorization to distribute.
- Packages that impact the stability of user or lab computers, or network stability, will be refused distribution.
- User support for course-specific software is the responsibility of the software’s sponsor.
- We will not distribute or assist in the purchase of any product that replaces a Drew standard package.
- Software will only become “standard” upon review by technology directors along with relevant users or committees. Once accepted, support (Service Center, training, licensing) will be provided by University Technology as is relevant.
- Support for older versions of software will continue as long as the majority of UT staff can support it. This period is approximately 4-5 years for major applications, such as word processors, and less for licensed applications in cases where new releases or their logical replacements are freely available and supported.
- Updates to licensed software will be made available to appropriate parties via the Novell Application Launcher, software.drew.edu, or the UT Helpdesk after they have been tested and verified by University Technology.