Information Computing and Technology Services
ACE Student Computer Support Center
ACE Student Computer Support

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!