ITS Support Levels

The ITS Support Services department is committed to maintaining user privacy and data security. While repairs may require access to your device, strict confidentiality and data protection processes are in place to safeguard a student’s personal and sensitive information.

It is essential to note that while Chatham University offers different device support levels based on the laptop program, the responsibility for maintaining and safeguarding the student’s laptop ultimately rests with the student. Through workshops, recorded videos, and technical documentation, ITS aims to educate students on best practices for digital security, data backup, and hardware and software maintenance.

ITS Support Services is located on the first floor of the JKM Library. Students can submit a support ticket (services.chatham.edu) or visit the Support Services office to request support. Please see the posted hours of operation, Support Services phone number, and link to submit a ticket on myChatham.

ITS encourages all students to provide feedback to identify areas for improvement and ensure our services align with their evolving digital needs. Please submit your feedback here: https://shorturl.at/pBCR1. Our goal is to better serve our diverse student community and promote a successful educational student experience. 

Levels of Support

The following levels of support are detailed below:

Basic Support (All students)

This level includes essential support services provided to all students. It involves providing advice and guidance on laptop maintenance, security-related operating system and antivirus software management, file management, OneDrive use, basic hardware/software troubleshooting, support on the use of tools and portal applications, and basic network communications.

Software Support (All students)

This level of support focuses on software-related issues and is provided to all students. Students can request help with operating system problems, software downloads/installations and configurations, access to the Student Software Center, and basic guidance on utilizing applications required by academic programs (Office365, SPSS, ArcGIS, LMS, Adobe Suite, Yuja, and TurnItIn).

Hardware Repair Services (Determined by Laptop Ownership)

ITS Support Services provides three levels of hardware repair services. The level of service provided depends on whether the student is still enrolled in the 1:1 Laptop Program, purchased a computer from the Chatham CDW preferred vendor purchasing site, or is using their own BYOD laptop.

1. 1:1 Program: This level of support provides complete hardware support services. Laptops in the 1:1 program are “owned” by Chatham University until the student graduates, at which time ownership of the computer is transferred to the student. Chatham provides a 4-year manufacturer warranty and accidental damage protection for all 1:1 laptops. All laptops in the 1:1 program, within the 4-year warranty period, will be repaired or replaced by Chatham ITS Support Services.
   
   As long as the device is still under the 4-year manufacturer’s warranty, students receive full hardware repair support that includes repair of all hardware-related issues, device return support, use of a loaner laptop throughout the duration of the repair, system re-imaging, and replacement equipment for devices that experience multiple instances of the same repair issue as determined by the ITS Support Services department.
   
   If a student continues to a graduate program or extends their undergraduate degree period, ITS Support Services will provide as much support as possible outside the expired manufacturer’s warranty and ADP coverages. For devices that are no longer under the 4-year manufacturer's warranty, repair costs may be incurred that the student is responsible for. A cost estimate will be provided before any repairs are initiated.
   
   Microsoft Intune and the ITS department will manage laptop devices in the 1:1 program. Device management provides operating system and antivirus updates, system updates, and overall device maintenance.
   
   
2. Direct Purchase Program: Chatham's ITS Support Services can only provide limited assistance with hardware repairs due to device ownership. However, students who purchase laptops through Chatham’s CDW preferred vendor purchase site are eligible for general troubleshooting assistance related to hardware, software, and network issues. If you experience any hardware issues during the initial 15-day period or if your laptop was damaged during delivery, CDW will provide support within the first 15 days of purchase. In case of any issues within the first 15 days of ownership, contact CDW directly to resolve the issue.
   
   Students will be required to verify their purchased device(s) meet the required hardware specs as determined by the ITS Support Services department and academic program area(s). All laptops must have up-to-date patched operating systems (Windows 10 Pro or newer, MacOS 12 Monterey or newer) and up-to-date antivirus software. It is the responsibility of the student to ensure that their device(s) are always up-to-date.
   
   Students whose device meets their program’s required specs are eligible for general troubleshooting of hardware, software, and network-related issues. Chatham’s ITS Support Services will work with the students to troubleshoot their device and determine whether the issue is hardware or software-related. If the issue is determined to be hardware-related and the device needs to be repaired by the warranty vendor, and repairs are expected to take an extended period of time, the student may qualify for a short-term loaner device, if one is available. This loaner laptop will be provided by ITS Support Services on a short-term basis, with the intention of minimizing disruption to academic responsibilities and keeping the student on track in their courses.
   
   
3. BYOD Devices: Students who bring their own BYOD device are eligible for general troubleshooting of hardware, software, and network-related issues.
   
   Students will be required to verify their BYOD device(s) meet the required hardware specs as determined by the ITS Support Services department and academic program area(s). All laptops must have up-to-date patched operating systems (Windows 10 Pro or newer, MacOS 12 Monterey or newer) and antivirus software. It is the responsibility of the student to ensure that their device(s) are always up-to-date.
   
   Students own their devices, which limits ITS Support Services in terms of the level of support that can be provided. ITS Support Services will provide return support if the laptop needs to be returned to the manufacturer or support vendor. Students will be responsible for all shipping and repair costs. In cases where hardware repairs are expected to take an extended period, if a loaner device is available, ITS Support Services will provide a loaner laptop on a short-term basis to minimize disruption to academic responsibilities and to keep the student on track in their courses. BYOD device repairs will not be given priority access to loaner laptops.