After the problem has been resolved, we will e-mail you a confirmation that the ticket has been closed and give you the opportunity to provide feedback. Solutions to problems are entered into our Knowledge Base, enabling common problems and their solutions to be standardized.

How will we know if we are successful?
The only gauge of our success is your feedback. If you would like to assist us in evaluating our performance, please e-mail hdcoord@mtsac.edu or call ext. 4357. The following are some guidelines to follow:

• Was the technician who took your call knowledgeable?
• Was she or he courteous?
• Was the technician who visited your office knowledgeable?
• Was she or he courteous?
• Did the technician solve the problem to your satisfaction?
• Was your problem solved in a timely manner?
• How do you rate our overall services?

We will use these key performance indicators to continually improve our technical support staff.

Policies

Parts and replacements:
IT technicians will supply and install replacement parts for all College-owned desktop and laptop computers, terminals, printers, and other peripheral hardware (not covered under a maintenance contract) provided the cost of repair does not exceed the predetermined percentage of replacement cost. Percentages vary by type of equipment.

If the cost of repair for a piece of equipment is greater than the percentage listed above, IT will recommend a replacement brand, model, and vendor.

If you choose to go ahead with repair of the unit, IT will submit a list of the needed parts for your order. When the parts arrive, IT will handle the installation/repair for you.

Loaners:
IT will provide "loaner" computers, terminals, scanners, printers, and other peripheral devices. If you require the use of a computer or other hardware while yours is being repaired by IT, or you are waiting for a new machine to be purchased, delivered and installed, IT will provide a loaner from our inventory.

Hardware:
IT cannot work on non-Mt. SAC equipment. While some Mt. SAC personnel bring their personal equipment to the College and perform College-related work on it, IT is not able to support this equipment for obvious liability reasons.

Software:
IT cannot install or provide technical support for software that is not licensed by the College. Each department or team is responsible for assuring that the software that is installed on its workstations is licensed. We will not install any software unless IT has the appropriate license, or you can provide proof that you or your department has the required license.