Support standards:

• Responding time to your request within 30 minutes. 
• Many software problems can be solved remotely, by using the "Windows - Help and Support Center". 
• Hardware issues are handled on-site by one of our technicians. 
• We offer depot repair, exchange of computer equipment, new equipment or software installations. 90 per cent of the errors are solved within 2 hours. 
• We give our best efforts but we cannot provide solutions for everything. If we can´t support your request we refer to the manufacturer or refer to an alternate source. 
• Service requests may be handled according to importance. 
• When nothing works anymore we lend out notebooks or computers. 

To ensure the best support:

• Certain standards for hardware and software must be obvious. An increase in standardization will lead to an increase in the level of support. 
• Administrator-password and account managment under ZID(ITS) administration. 
• Installation of security  and high-priority patches. Up-to-date anti-virus software. 
• Administration of IP addresses, enabling access to network resources of your department (e.g. printer, files, databases) and resources of the university. 
• Automatic backup of your data by arrangment, to a ZID server or department server.