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 (FREE Windows OS download)
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 through Office 365 email account
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!
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