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CONTACT US

Stockton Helpdesk
209-946-7400
helpdesk@pacific.edu
Hours: 8:00 a.m. - 5:00 p.m. Mon - Fri


CONTACT US

Sacramento Helpdesk
916-739-7325
_helpdesk@pacific.edu
Hours: 8:00 a.m. – 6:30 p.m. Mon - Fri


CONTACT US

San Francisco Helpdesk
415-929-6514
pchelp@pacific.edu
Support Hours: 7 a.m. to 5 p.m., Monday through Friday

Night Clinic Support Hours: 5:30 p.m. to 8 p.m., Monday and Thursday

CONTACT US

Business Office
209-946-7371
Hours: 8:00 a.m. - 5:00 p.m. Mon - Fri


Helpdesk Documentation

Three levels of support:

Full Support (Level 1) is the highest level of support provided by Pacific Technology (PT), and is reserved for technology that adheres to the recommended guidelines developed by PT. Pacific Technology will maintain an in-depth knowledge of this technology and all efforts will be extended to provide full error recovery. Help with software licenses are available in this support area. In addition, PT commits to resolving the issue or providing an alternative within a time frame that will cause minimal impact to the User. Technology eligible for full support includes:

 

  • Co-located Servers housed in the Pacific Technology data center.
  • Symantec Anti-Virus applications.
  • MS Outlook email clients.
  • VDI hardware and related applications
  • Administrative computing systems, including Banner.
  • Telecommunications phone system.
  • PacificNet and PacificNet resources.


Partial Support (Level 2) is available for some aging technology, generic PC's and common applications and operating systems not fully supported but sometimes used in Pacific's community. If technically possible, Pacific Technology will ensure a working network connection for hardware in this category, and attempt to resolve other issues. However, since the level of expertise in PT may vary for this category and more research may be needed to solve problems, PT cannot commit to a specific resolution time frame. Examples of technology in this level include: 

  • Dell, Gateway, Sony and IBM commercial line desktops and laptops.
  • Generic computer systems commonly known as white boxes.
  • Windows and Macintosh desktop and laptop workstations just below Minimum Support Requirements.
  • Commonly used e-mail IMAP/POP clients (ex. MacMail and Thunderbird).

 When computer systems in this category require reformatting or other major work as needed, PT may require a written request from the Supervisor which states that user is aware that Pacific Technology may not be able to completely resolve problems with this equipment or software.
Alternative Support is available for hardware and software not in the first two categories, or hardware/software issues in the level II support area that cannot be resolved. PT will maintain little to no expertise for this category, but will attempt to find a resource for the User (ex. vendor or manufacturer) and recommend the necessary upgrades. PT does not commit to resolving these issues, and they are automatically prioritized the lowest. Examples include: 

  • Pentium III and older computer systems
  • Hardware not designed for a University or business environment - consumer workstation
  • Home editions of Microsoft operating systems, including Windows XP Home and Windows ME.
  • Home or personal editions of Microsoft applications including Microsoft Works.
  • Third-party software including screen savers
  • Personally owned devices such as Cellphones, tablet devices, peripherals, etc.


How to get more information about the service?
Please submit a ticket through serviceNow if you have any additional questions related to the service.