Support Centre of the WIR Faculty

Software assistance

Please note in advance:

We will support your hardware and software, but please be sure to note the scope listed below:

• Maintenance and support services will only be provided on TH property.
• Proof of purchase (or inventory number) must be provided.
• No liability is accepted for the data on the IT equipment handed over (data will be deleted without backup if necessary). Therefore, please back up all data before handing in the hardware for repair.
• Each user is responsible for backing up their own data.
• In order to provide better assistance and support, it is necessary to set up a support user with administrative rights on each device. This user must not be deleted or misused.
• The processing of requests is done on a first-come, first-served basis (FIFO principle: first in first out).

Software support:

• Only current Microsoft operating systems (from Win7) and Office products from version 2010 are supported.
• The WIR Support Centre is not allowed to stock installation media and product keys for licensing reasons.
• Any software required must be collected in advance from the University Computer Centre (from Mr. Bastian)  and handed in with the device to be repaired.
• Individual software is to be installed by each user himself. The configuration of personal settings is also done by the user.

Assistance for laptops

We will support your hardware and software, but please be sure to note the scope listed below:

• Maintenance and support services will only be provided on TH property.
• Proof of purchase (or inventory number) must be provided.
• No liability is accepted for the data on the IT equipment handed over (data will be deleted without backup if necessary). Therefore, please back up all data before handing in the hardware for repair.
• Each user is responsible for backing up their own data.
• In order to provide better assistance and support, it is necessary to set up a support user with administrative rights on each device. This user must not be deleted or misused.
• The processing of the requests is done according to receipt (FIFO principle: first in first out).

Assistance for laptops (service is provided exclusively at the WIR support centre)

• New installation of the system only with standard software (Microsoft operating system and Office).
• Replacement of defective components only in exceptional cases and when the warranty has expired.
• Assistance in preparing procurement requests for required spare parts.

Workstation computer

Please note in advance:

We will support your hardware and software, but please be sure to note the scope listed below:

• Maintenance and support services will only be provided on TH property.
• Proof of purchase (or inventory number) must be provided.
• No liability is accepted for the data on the IT equipment handed over (data will be deleted without backup if necessary). Therefore, please back up all data before handing in the hardware for repair.
• Each user is responsible for backing up their own data.
• In order to provide better assistance and support, it is necessary to set up a support user with administrative rights on each device. This user must not be deleted or misused.
• Jobs are processed on a first-come, first-served basis (FIFO principle: first in first out).

Fixed workstations (service is mainly carried out on site)

• Network diagnosis (IP setting, network cable, network socket, communication with HRZ), the necessary data must be provided (IP address).
• Replacement of defective components only in exceptional cases and when the warranty has expired.
• Assistance in preparing procurement requests for required spare parts when the warranty expires.
• Checking/fault analysis of the periphery.
• New installation of the system takes place exclusively in the WIR support centre.
• Support in setting up the initial equipment together for new employees.

We will support your hardware and software, but please be sure to note the scope listed below:

• Maintenance and support services will only be provided on TH property.
• Proof of purchase (or inventory number) must be provided.

Printers (service is mainly carried out on site)

• ON/OFF line analysis
•         Settings of the internal printer server
•         Settings of the used driver software
•         Check of the printing system e.g.: Paper jam, toner level (no toner change and no order).
• Initial set-up of standard printers (only for printers recommended by the HRZ)
• Support in case of repair (repair request for household)

Assistance for other external devices

Please note in advance:

We will support your hardware and software, but please be sure to note the scope of this service listed below.

• Maintenance and support services will only be provided on TH property.
• Proof of purchase (or inventory number) must be provided.
• No liability is accepted for the data on the IT equipment handed over (data will be deleted without backup if necessary). Therefore, please back up all data before handing in the hardware for repair.
• Each user is responsible for backing up their own data.
• In order to provide better assistance and support, it is necessary to set up a support user with administrative rights on each device. This user must not be deleted or misused.
• The processing of the orders takes place according to receipt (FIFO principle: first in first out).

Other external devices (service is mainly carried out in the WIR support centre)

• Function check of USB sticks, removable hard disks, keyboard/mouse combination

The WIR support centre is not responsible for the following tasks:

•  No stock for consumables (toner, paper, batteries, pens, etc.). (procurement request)
•  No preparation of procurement documents outside the procurement of spare parts
•  WIR support centre staff do not carry out toner replacements
•  We do not procure software, but provide decision support
•  For liability reasons, no private IT technology is accepted
•  No user-specific configuration of workstation computers/laptops
•  Services offered by the HRZ are supported by the HRZ itself (description of services on the web)
•  No training courses