Support Availability
The Solution Center is Wittenberg's single point of access for questions about Wittenberg's Information Technology Services. Services include: password changes, assistance with e-mail, and help with University PC related problems to include PC upgrades. Additional services offered by the Solution Center include a drop-in lab (Synod Hall, room 13) where the staff can offer personalized and self-paced training on a variety of software packages.
To request a work order, please provide the Wittenberg tag number of the computer (not the printer or monitor unless the item is a network printer) with the problem, your contact information, and detail about the particular problem.
Solution Center and Solution Outpost Hours:
Synod Hall, Room 13:
Monday-Friday 8:00 AM - 6:00 PM
Thomas Library, Main level:
Monday-Thursday 6:00 PM - 10:00 PM
Friday-6:00 PM - 9:00 PM
Saturday-10:00 AM - 4:00 PM
Sunday-3:00 PM - 9:00 PM
Estimated Response Time
- Voice Mail results in a response within two hours during normal business hours.
- E-mail results in a response within 1 working day.
Estimated Work Order Completion Time
Note: We cannot guarantee the amount of time it will take to fix or correct a problem.
Faculty/Staff:
- Computer is down and not functional: 2 working days, parts pending
- "Mission Critical" software is not functional: 2 working days
- "Non-Critical" software is not functional: 3 working days
- Unsupported software: Contact software manufacturer.
Public Lab:
- Computer is down and not functional: 3 working days, parts pending
- Software is not functional: 3 working days
- Unsupported software: Contact software manufacturer.
"Mission Critical" vs. "Non-Critical" software and "unsupported software":
- "Mission Critical" is software that is needed in order for a person to perform their day-to-day duties. For example Word 2010 is used by campus users daily, and is to be considered "Mission Critical." But for someone who is trying to learn how to use Power Point just to learn it, the program would be considered "Non-Critical" software as it is not used as part of day to day operations.
- "Non-Critical" is any software that we still support, and is part of the standard install of University systems, that is not used in the person's day-to-day duties.
- "Unsupported Software" is any software we do not consider to be "Supported Software." Occasionally there are some programs that departments will use on their own that we do not install. In such cases the department needs to contact the software manufacturer for support.
This document last reviewed April 26, 2013.
