Support Basics
- Hours of Support
Standard support hours are Monday–Friday, 8:30 AM to 5:00 PM (excluding Yale-recognized staff holidays).
Work outside these hours requires prior approval from an IT or AV manager. Departments are responsible for covering overtime costs. - Submitting a Support Ticket
A support ticket must be submitted before work can begin. Requests are prioritized in the order received. Failure to submit a ticket may result in service delays. - Support Provided
Support is provided remotely whenever possible. On-site visits are reserved for issues that cannot be resolved remotely.
Service Boundaries
- Work Locations
Support staff provide services only at Yale-owned or Yale-leased properties.- Transportation must be through Yale-approved options (Yale Shuttle, Yale-owned or leased vehicles, or approved car-sharing services).
- Walking to locations is limited to those within a short distance of Yale Shuttle stops.
- Work from Home Support
Technicians do not provide in-home support. Equipment requiring service must be brought to a designated on-campus service location. - Personal & Non-Managed Computers
IT support is limited to Yale-managed devices (Bulldog computers) and licensed university software. For assistance with these devices, contact the Yale ITS Help Desk or Student Technology Collaborative (STC).- Personal devices and non-managed Yale computers are not supported.
- Loaner Equipment
IT and AV staff do not provide replacement devices. Users should contact the Technology Support Service Center for loaner equipment.
Equipment Policies
- Disposal of Obsolete Equipment
Departments are responsible for their equipment. Disposal of retired IT and AV assets must follow Yale University and Yale School of Medicine guidelines. - Moving Yale Equipment
Equipment moves must be coordinated through Yale Transport, Receiving & Storage (TR&S) or an approved vendor (e.g., Red Thread). IT staff are responsible only for disconnecting and reconnecting equipment through a support request. Additional coordination by IT staff may incur fees. - Warranty Repairs
IT staff support warranty claims for Yale-managed (Bulldog) devices under active warranty.- Non-managed Yale or personal devices: not supported.
- Apple devices: if instructed, the device owner must bring the equipment directly to an Apple Store.
Data & Security
- Data Handling
IT staff may assist with copying, backups, and configuration of Yale-approved storage solutions. They do not manage, move, delete, or certify data.
For compliance, certification, or regulatory guidance, contact Yale Information Security at security@yale.edu. - Service Outages
Outages of central Yale IT or vendor services (e.g., phones, data networks, cloud services, or email) are outside the scope of Health Sciences IT support. - Coordination with Yale IT Services
IT and AV staff collaborate with the ITS Helpdesk and other Yale IT teams. Services already provided by central IT groups (e.g., Telecom, Networking, Security, MyApps, HPC) are not duplicated by HSIT. Requests beyond standard support may be addressed through special service contracts.
Staffing & Coverage
- Staffing Levels
Support levels are based on hours of coverage, department size, and service needs. While every effort is made to maintain consistent coverage, factors such as illness, vacation, or staff turnover may affect response times. Departments should raise concerns directly with Technology Support Services management. - Multi-Department Support Model
Health Sciences IT operates in a Multi-Departmental Support (MDS) environment. Each department is assigned a primary technician, with backup staff available to ensure coverage during absences, emergencies, or periods of high demand.