What support is provided for FaCT machines?

For Academic Year 2014-2015 deployed machines:

For Tier I machines (for more details on the Tier definitions, please visit http://accc.uic.edu/policy/fact), ACCC provides complimentary support for the machine's hardware and installation problems with the pre-installed software (see http://accc.uic.edu/answer/what-software-is-pre-installed-fact-machines) for the duration of the machine's warranty (currently four years).  An initial service call will be provided to assist with migrating data from an existing machine to the new machine.  Any support requested after that service call should be submitted via the request form found at http://accc.uic.edu/service/fact or by calling ACCC at 312-413-3003.  For support for any other software or other requests, ACCC can provide our On-Site Support service at an hourly charge (see http://accc.uic.edu/service/onsite), or your departmental IT personnel may be able to provide assistance.  If ACCC personnel are unable to resolve the problem in a reasonable amount of time, they will backup as much data as possible and then revert the machine to its initial condition.

For Tier II machines, all hardware and software support is provided by your college/department.

 

For Academic Year 2015-2016 deployed machines:

All requests for support should be routed to your unit's IT support personnel, who will engage the ACCC for hardware-only support if they choose.  If you do not have IT support personnel, you can submit a request for service via the online web form at http://accc.uic.edu/service/fact/request-support.

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Last updated: 

February 10, 2016

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