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CTS Scope of Support - Troubleshooting Computer Issues


Purchase College Owned Computers:

If the warranty is active, we can proceed with troubleshooting.  If it is a hardware issue that is covered by the warranty, then we can arrange to have it serviced.

If the warranty has expired, we have to determine what will be involved in fixing the issue.  If it is a simple solution (1 hour service call or simple troubleshooting over the phone), then we can proceed.  If it requires more involved troubleshooting, then we will explain that the computer is out of warranty and in need of being replaced.  If we believe there are extenuating circumstances, the caller will be told we will see if there is anything else that can be done, and we will call them back.   

All computers going out are now imaged with Windows 10 including virus infected computers that are under warranty and reimaged.

 
Personal Computers & Laptops:

Remember that we are New York State public employees.

Private citizens cannot bring their car into the college’s auto garage for repairs - nor can they expect FMG to plow their home driveway.

If someone has a problem with their personal computer or laptop, it is not our responsibility, nor are we obligated to provide technical support services - but keep reading…  

Users can be pointed to YouTube, Google search or the CTS Knowledge Base for self-help, or we can advise them to contact a reputable computer repair establishment.  We cannot sit with them to watch them perform services we do not provide.  From a time perspective, this is equivalent to doing it ourselves.  Further, if something goes wrong, we can be held liable.

Determining whether the problem they are reporting is caused by their personally owned hardware, or by the settings and configuration of the College’s network or software systems will be determined by CTS.  

We will assist members of the College community (students/faculty/staff) in getting their personally owned device (laptop, tablet, smartphone, etc) onto the Purchase College network. Accessing the network may require advising or adjusting configuration and network settings on their device.

We will assist members of the College community (students/faculty/staff) in accessing college-provided software systems such as Email, Moodle, and MyHeliotrope from their privately-owned device (laptop, tablet, smartphone, etc.)

Beyond assisting with network access, we may also extend the courtesy of up to 1 hour’s effort to diagnose a problem and to determine whether it is due to College software systems or network settings.  Sometimes problems are caused by changes or upgrades to college systems. Those problems may impact many people, and sometimes the problem is first reported by someone using a personally owned device - so problems always have to be evaluated and investigated with an open mind.  
•CTS will not install or repair hardware components or software on any personally owned devices.

•CTS reserves the right to decline assistance with personal devices if the College network and software systems related to the problem being reported are known to be in good working order.
•CTS reserves the right to decline troubleshooting problems reported with personal devices if the person reporting the problem is abusive.