AV Computer Support

The AV Computer Support service includes the development and application of a single-boot macOS or Windows operating system and software applications (hereafter ‘software build’) to computers installed in AV consoles. These systems are typically locked down with additional security settings and configurations. The service also includes regular patching of operating system and software, as well as managing repair of in-warranty computers.

Support

Support Hours

LAITS provides AV User Support from 7:00 AM – 6:00 PM Monday-Friday, during class days of academic semesters, and 8:00 AM – 5:00 PM Monday-Friday during non-class days (hereafter ‘regular business hours’). No support will be provided on weekends or University holidays, or days when the University is closed.

Contacting Support

LAITS provides support via the following channels:

LAITS cannot ensure a timely support response for any request initiated outside these channels.

Terms

The client or LAITS may choose to terminate our agreement by providing written notice via email no less than 90 days prior to the proposed date of termination of support. Clients should provide notification to LAITS via email to laits-escalation@utlists.utexas.edu. A prorated refund will be provided to client for the balance of funds.
Client agrees to the terms of our services as delineated in this website.

Service Description

Computer Hardware

LAITS AV Computer Support will respond to issues with installed computer hardware. LAITS AV Computer Support will swap out computers identified as having a hardware problem if spares are available.

LAITS will annually notify client of computers that are expected to no longer be supportable within the next 12 months. It is the responsibility of the client to maintain supportable hardware.

LAITS will assist with the management of repairs for computers under warranty. LAITS will also assist with repairs for computers where it is deemed cost effective to repair. All repair costs are the responsibility of the client.

Software Build

LAITS provides Microsoft Windows and macOS software builds for AV-installed computers. The specific version of the Operating System will be determined by LAITS based on supportability.

LAITS provides a standard software build for AV computers. The Client may change or amend the software build applied to their computers upon onboarding, or during the summer. LAITS must be notified of any desired changes no later than July 15th to ensure adequate time to complete upgrades.

Any necessary major version updates for software, operating systems, or applications outside of standard patching will occur during the intersession between fall and spring semesters (winter break), and over the summer, prior to the start of fall semester. The specific date(s) for upgrades to be applied over the summer, will be coordinated with the Client.

Patching

OS and application security patches will be applied on a rolling basis, no less than once a month, during the spring and fall semesters overnight and on weekends when possible to not affect classes. Security patches deemed critical (such as zero-day exploits) will be patched immediately if the ISO deems the threat severe.

Patching

OS and application security patches will be applied on a rolling basis, no less than once a month, during the spring and fall semesters overnight and on weekends when possible to not affect classes. Security patches deemed critical (such as zero-day exploits) will be patched immediately if the ISO deems the threat severe.

During the following maintenance windows, computers may apply patches and reboot without user notification. These times were selected based on least impact to units. Maintenance Windows outside of these stated periods will be treated as addendums to individual unit SLAs as required.

Maintenance Windows – Windows Computers

  • Weekdays: 12:00 am – 4:00 am, Weekends: 8:00 pm – 4:00 am
  • If a patch is available during this time window, it will be downloaded, applied, and the systems will reboot (if required)

Maintenance Windows – MacOS Computers

  • Daily profile deletion runs between 1:00 am – 3:00 am daily
  • Computers are restarted between 5:00 am – 6:00 am daily
  • Thursdays at 8:00 pm – Parlin Hall first floor classrooms and student labs will receive targeted operating system or application updates. Patches will be applied and systems rebooted
  • Fridays before 7:00 am – Technicians will confirm updates have been successfully deployed and are working as intended
  • Saturdays at 8:00 pm – Assuming test updates completed as planned, 50% of LAITS-managed classrooms and student labs updated
  • Sundays at 8:00 pm – remaining 50% of LAITS-managed classrooms and student labs updated

Configuration

Due to the public and shared nature of AV computers, they are configured to delete user data and profiles on a regular schedule (typically once a day). As such, users should expect that all user data will be removed from the computers at logoff. To improve performance and because no data is at risk, these computers are not encrypted.

Response and Resolution

If issues are reported via supported channels, LAITS AV Computer Support staff will first confirm the issues with the reporting party: Dept User Support for units who provide their own AV User Support, or via escalation from LAITS AV User Support.

Response

The LAITS AV Computer Support team will respond to escalated incidents, within 4 business hours of initial escalation.

Clients may indicate that certain rooms require critical response. LAITS AV Computer Support will prioritize response to those spaces.

Resolution

Our standard for resolution is within 48 hours of initial escalation. If we expect resolution to exceed 48 hours from initial escalation due to factors indicated above, the client will be notified of the expected time of resolution.

Client Responsibilities

Expectations

  • Client AV User Support (hereafter ‘Dept User Support’) is responsible for identifying any issues attributable to user error and limiting escalation to repeatable software issues or known hardware problems.
  • Client is responsible for providing computers that are current enough to be supportable. LAITS AV Computer Support will advise the Client if/when computers need replacement.
  • LAITS AV Computer Support staff must be allowed access to departmental spaces (classrooms, conference rooms, offices, etc.) to effect support and maintenance actions.

Last Updated: 2023-08-11

Scroll to Top