Policy

SUPPORT FOR NON UWE EQUIPMENT, HOME PC’s or NETWORKS.

IT Services do not provide support for non UWE computing equipment. Please remember that the IT Support Centre is primarily here to provide support for UWE computer equipment and core software.

Despite every effort to help UWE staff and students resolve any issues, IT Services’s function is to service the University’s equipment. Depending on staffing and workload, IT Services may at times be able to solve staff or students’ technical problems on personal equipment. However, staff and students must bear in mind that there is a multitude of different PCs, laptops, networks and software available on the market for which IT Services cannot be expected to be expert in all types.

In all instances, it is always advisable to contact the supplier of the faulty equipment, and/or the Internet Service Provider (ISP) which is used by the member of staff or student. They should be able to help you.

If IT Services is able to help, please remember that any advice or guidance is given under the understanding that IT Services have no knowledge of the personal computer equipment or setup. Furthermore, it is the staff or student’s decision whether to follow any advice given. IT Services will not be liable for any subsequent problems.

If IT Services is experiencing a busy period, please always be prepared to be called back.

Please always backup your data. Any loss of personal data from a personal PC and/or lack of backup are your responsibility. IT Services will not be able to help with this type of issues. Please note that IT Services will always suggest backing up data prior to making any changes to a system.

If the staff’s PC or laptop is a UWE supplied Hewlett Packard device, IT Services may ask that the device is brought to the IT Support Centre in 3D028A for investigation, or to be wiped or rebuilt. Even if the equipment is supplied by UWE, the IT Support Centre may not know the specification of the device and the way it is set up in the home environment.

Please note home visits for problem resolution are not possible and do not form part of the service.