ACE Support Matrix
| Service | ACE Laptops* |
Non-ACE Laptops |
ACE Desktops *+ |
Non-ACE Desktops + |
|---|---|---|---|---|
| Hardware Repair |
||||
| Troubleshoot hardware issues |
Yes |
Yes |
||
| Repair/replace defective parts - student provides replacement parts |
Yes | Yes | ||
| Hardware upgrade (memory, cd, hard drives) student provides replacement parts |
Yes |
Yes |
||
| Provide loaner (if available) |
Yes |
Yes
|
Yes | Yes |
| Operating System |
||||
| Troubleshoot XP/Vista/Windows 7/Windows 8/OS X |
Yes |
Yes |
Yes |
Yes |
| Driver conflict resolution |
Yes |
Yes | Yes |
Yes |
| Reinstallation/Upgrade |
Yes |
Yes |
Yes |
Yes |
| Dual OS installtion (Mac) |
Yes | Yes | Yes | Yes |
| Data Recovery - no guarantee/best effort# |
Yes |
Yes |
Yes | Yes |
| Vendor Referral |
Yes |
Yes |
Yes |
Yes |
| Network/Wireless |
||||
| Troubleshoot connectivity |
Yes |
Yes |
Yes |
Yes |
| Troubleshoot hardware | Yes |
Yes |
Yes |
Yes |
| Troubleshoot wireless (on campus) |
Yes |
Yes |
Yes |
Yes |
| Troubleshoot residence hall/Cisco Clean Access |
Yes |
Yes |
Yes |
Yes |
| Mobile device email setup |
– |
— |
– | – |
| Microsoft Office - FREE download www.ecu.edu/microsoft4students |
Yes | Yes | Yes | Yes |
| Install MS Office |
Yes |
Yes |
Yes |
Yes |
| Troubleshoot install |
Yes |
Yes |
Yes |
Yes |
| Basic configuration |
Yes |
Yes |
Yes |
Yes |
| Virus/Trojan Issues |
||||
| Install Symantec EndPoint antivirus |
Yes |
Yes |
Yes |
Yes |
| Virus removal (no guarantee, best effort)# |
Yes |
Yes |
Yes |
Yes |
| Spyware/Malware |
||||
| Recommend removal tools |
Yes |
Yes |
Yes |
Yes |
| Removal tools instruction |
Yes |
Yes |
Yes |
Yes |
| Malware removal (no guarantee, best effort)# |
Yes | Yes | Yes | Yes |
NOTES:
* Support requires purchase of selected equipment from the ECU Dowdy Student Stores
# No guarantee of repair without potential loss of data
+ Bring desktop computers to the ACE Support Center for assistance!
