Software Issues

Service Description  

Software issues 

Our Software Issue Resolution service is tailored to address and resolve a wide spectrum of software-related challenges, ensuring that your digital tools operate seamlessly and efficiently. Whether you're encountering software errors, compatibility issues, or need assistance with installations, our dedicated IT support team is ready to provide prompt solutions to keep your systems running smoothly. For a list of approved software beyond the default configuration, please click here. 

Important Note: Limited support is also available for department-owned software. 

Standard Features  

Information Technology can help faculty, staff and students with configuration or troubleshooting of supported applications on campus-owned client devices. Information Technology provides full support for the following core/standard campus applications: 

Standard PCs software:

​​​​​​

Standard Macs run:

 

Apple Operating System	Microsoft Office Suite/M365	OneDrive
Adobe Acrobat DC	MS Excel	Printer Cloud
Alertus	MS Outlook	RingCentral
Chrome/ Firefox/Safari	MS PowerPoint	Zoom
Cisco AnyConnect (VPN)	MS Teams	BeyondTrust Remote Support Tool
MalwareBytes / ThreatDown	MS Word

​​​​TWU faculty, staff, and students also have access to Google Apps for Education and Office 365 accounts. TWU employees may require additional programs and apps to be installed. In such cases, applications/software must be screened by IT Solutions and the Digital Accessibility Office to ensure they meet campus, state, and federal requirements such as licensing restrictions, information security guidelines, and accessibility standards under Section 508 of the Rehabilitation Act (VPAT). 

Optional Features : 

Related Knowledge bases:

 

How to Request       

Initiate your network support request by clicking the "Request Service" button and completing the request form.  If immediate assistance is required, please contact the IT Service Desk: 

• Phone: 940-898-3971 

• Email: servicedesk@twu.edu 

Roles and Responsibilities  

User Responsibilities:   

• The user is responsible for providing details related to the request including their contact information, device name and location of affected computer(s), and detailed description of the problem. 

• User agrees to allow Information Technology staff to access their office to troubleshoot the software issue. 

• User agrees to allow Information Technology staff to access their computer(s) remotely to troubleshoot the software issue. 

Note: Restarting the problem computer resolves many software related issues. Before you proceed with opening a ticket with the IT Service Desk, please make sure you have restarted your computer to see if this resolves the current issue you are having. 

Note: A delay in response and resolution time may occur due to missing required information.  

IT Responsibilities:  

• Information Technology will assist with software that is not launching or functioning properly.  

• Information Technology will communicate the status of the request to the user as needed. 

Service Audience   

Faculty, Staff   

Service Level Agreement  (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM). 

Service Level 3 - Normal
Response Time	8 hours
Resolution Time	3 business days

Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g., IT is waiting for additional information from the requestor) does not count toward the Resolution Time