What is this service?
This service helps you troubleshoot and resolve any issues you may be experiencing with the Wi-Fi network at our organization. We aim to quickly diagnose and solve your problem so you can stay connected and productive.
What types of problems are covered?
Issues may include:
- Unable to connect to the network:
- Verify you are using the correct network (UCO or UCO_SECURE) and password.
- Ensure your device is compatible with UCO's network.
- Check for potential outages or maintenance on the network available at https://ucostatus.statushub.io/.
- If none of the above apply, report your issue using this service.
- Slow internet speeds:
- Check your device's signal strength.
- Move to a different location with better coverage.
- Consider network congestion during peak hours.
- If none of the above improves your speed, report your issue using this service.
- Other Wi-Fi problems:
- Unexpected disconnects, frequent login prompts, or any other unusual behavior.
What isn't covered?
- Personal device technical issues: This service does not cover problems specific to your device, such as a faulty Wi-Fi adapter or outdated software. We recommend contacting your device manufacturer for assistance or stopping by the Central Tech Store (fees may apply).
- Virus or malware issues: If you suspect your device is infected with malware, please visit the UCO Technology Knowledge Base for information on virus removal: https://uco.teamdynamix.com/TDClient/KB/
- Network security concerns: This service is not intended for reporting suspected security vulnerabilities or unauthorized access attempts. Please contact the UCO IT Security team directly at [insert relevant contact information].
How to request this service:
We've made contacting us easy and convenient! Choose the method that best suits you:
- Online: Open a ticket through this self-service portal for prompt assistance
- Phone: Call the UCO Service Help Desk at 405-974-2255 and speak directly to a technician.
- Chat: Click Here to chat with a technician.
- Walk-in: Visit the IT Support Center on the first floor of the Chambers Library or at the Tech Express in the Nigh University Center for in-person troubleshooting and advice.
What happens next?
- A technician will review your request and gather further information if needed.
- They may ask you to perform basic troubleshooting steps on your device.
- If necessary, they will access the network infrastructure to check for any technical issues.
- Based on the diagnosis, They will propose a solution to resolve your Wi-Fi problem.
- You will be kept informed of the progress and any actions required on your part.
Service Level Agreement (SLA):
- We aim to acknowledge your request within 1 business hour.
- We aim to resolve simple Wi-Fi issues remotely within 2 business hours.
- For more complex issues requiring network infrastructure troubleshooting, resolution times may vary depending on the nature of the problem.
Additional notes:
- Ensure your device uses the correct Wi-Fi network with an unexpired password.
- Restart your device to refresh the connection.
- Check for available software updates for your device.
- Report any persistent issues or unusual behavior of the Wi-Fi network to the IT Service Desk.