DITMI Technical Support Policy

Statement:  The Division of Information Technology and Medical Informatics (DITMI) of the Marshall University Joan C. Edwards School of Medicine provides technical support to students, staff and faculty on a variety of information technology systems.

Purpose:  This document defines the methods and scope of technical support provided by DITMI.


1.   Methods to Request Technical Support

1.1 Telephone

DITMI maintains a Help Desk at 304-691-1748 between the hours of 8:00am - 4:30pm.  If a support technician is not immediately available, leave a message and you will receive a returned call.  See also "Out of hours / On Call Technical Support," below.

1.2 Email

Technical support questions can be sent to musomhelpdesk@marshall.edu.  Responses can be requested via phone or email.

1.3 World Wide Web

Technical support requests can be submitted via http://musom.marshall.edu/helpdesk.  Responses can be requested via phone or email.  See also the DITMI web site which contains links to several instructional handouts and resources at http://musom.marshall.edu/ditmi.

2. Support Levels, Products and Services

DITMI provides support levels on products and services similar to that provided by the Marshall University Computing Services.  Support is divided into the four levels listed below.  A list of products and services currently included in each level is available via the corresponding link:

  1. Full Support:  Full Support is to be defined as those information technology products that are currently in use at Marshall University and constitute the current minimum recommended standard for hardware, operating systems and applications software. Full support includes assistance via telephone, remote control network software (i.e. SMS), e-mail, and in-person consultation. Other services may include access to manuals, access to University licensed software and frequently asked questions (FAQ) help sheets.  See the list of products and services currently receiving full support.

  2. Transitional Support:  Transitional support is defined as any information technology that was previously the recommended, fully supported hardware, operating system or applications software that is the process of being upgraded, changed or terminated is in the transitional phase. Assistance converting files to a fully supported hardware platform or software application is included.  See the list of products and services currently receiving transitional support.

  3. Legacy Support:  Legacy support is defined as information technology products that were once supported by Marshall University Computing Services within the past three calendar years. Full and Transitional support requests have priority over Legacy support requests. Support consists of attempting to research and solve the problem devoting a reasonable about of time.  See the list of products and services currently receiving legacy support.

  4. Limited Support:  Limited support is characterized as support for computer-based hardware and software applications that are specific to academic courses and services specific to administrative functions. Such software is used by a limited group of users and is discipline-orientated.  In this capacity, Computing Services will offer limited support, in that it will act as a technical liaison between the caller and the vendor or faculty person who is responsible for the hardware or software. Support may be limited to assistance in installation of the hardware or software package, with reliance on the hardware or software vendor to answer questions concerning the correct operation and function of the technology.  See the list of products and services currently receiving limited support.

3. Out of Hours / On Call Technical Support

See the "DITMI Out of Hours Technical Support Policy" [Word | PDF]


4. Questions

Any questions concerning this policy may be directed to Holly Hensley, Client Services Manger for the Division of Information Technology and Medical Informatics:

- Phone: 696-7308
- Email: hensle16@marshall.edu

Revised:  28 June 2004 (Revised links to Levels of Support pages; content unchanged from 26 July 2001)