Support and Training
Support Structure
The Community Network has designed a customer support structure to facilitate swift resolution of a customers computer problems. This support structure is available 8 a.m. - 5 p.m., Monday through Friday. After hours emergency Community Network support is available from 6 a.m.-8 a.m. and 5:00 p.m.-10 p.m., Monday through Friday and 6 a.m.-10 p.m., Saturday and Sunday. This support is only for network issues, not standard customer support.
Contact information for each support group is on the Contact Us web page.
To submit a request for help from your Community Network support team, simply fill out the Community Network Help Request Form.
Emergency Contacts
For complete loss of network connectivity or printing from multiple machines, please contact your IT Manager or local resource person. For after-hours emergencies (i.e. the network appears to be down, and it is on the weekend from 6am-10pm, or if it is during a weekday from 6am-8am or 5pm-10pm), call 541-737-8911. An on-call Community Network team member will evaluate the problem.
OSU Computer Helpdesk
The OSU Computer Helpdesk provides computer support to Oregon State University students and employees. This is the first line of support for "How-to" questions. The consultants are available by phone at (541) 737-3474, by submitting a on-line Help Request, or you can go to their web site. Software assistance is provided on a variety of operating systems and software products, including internet tools and software applications. We can also refer you to external resources including books, local vendors, and web sites.
Software Applications Training
An IT Manager will be available to assist in identification of training needs and coordination of training opportunities, but the cost of training customers will be the responsibility of the department. The Community Network will also provide on-line software documentation as it becomes available. Our online documentation can be found on our Software Tips web page.
The Extension Computing Technology Unit offers online software documentation. For more information see the Extension Computing Technology Unit Training site.
Central Web Services provides OSU employees and student groups with high quality training in the development of both Drupal based websites and custom web applications designed by the CWS programming staff. More information is available at their Web Train site.
The Department of Administrative Services (DAS) in Salem also offers computer training for state employees, and higher education employees can also take advantage of the classes. They offer a wide range of courses, including software applications, programming, and business development classes. The classes are open to all state and local government employees, which includes OSU staff and faculty. Classes take place in Salem; registration is on-line (OSU employees would pay by invoice), and costs are reasonable. Their web site is located at:http://www.oregon.gov/DAS/HR/training.shtml