Thompson Rivers University
Thompson Rivers University

Clients and Services

Service Catalogue

Who are our clients and what support do we provide

Students, faculty, and staff:

All currently registered TRU students, faculty, and staff are eligible for the following support:

  • Requests for information
  • Client reported break/fix incidents (i.e. something is not working or behaving properly)
  • Changes and resets for existing internal accounts for Outlook email, staff network, Banner, Blackboard Learn, Moodle, etc.
  • In house supported applications assistance – myTRU, Outlook email, Blackboard Learn, Moodle, Network, Banner, and Wireless.

In addition, all staff and faculty are eligible for the following support for computers in their offices:

  • Request for additional applications via Applications and Systems Access Request (ASAR) process
  • Product assistance for TRU supported software and hardware
  • Computer re-images, if other troubleshooting methods fail
  • Requests for equipment moves (assistance with disconnect and reconnect only)
  • Requests for hardware break/fix services for TRU leased equipment
  • Requests for telecom services – moves, adds, and changes
  • Consulting assistance when a need for an application is found.

Non-TRU groups (CLC, TRUSU, CUPE and Daycare):

Support will be provided as outlined in your Service Level Agreement.

Not included:

  • User Training - unless sponsored by IT Services
  • Support for computers not on approved Hardware list.
  • Unsupported software installations.
  • Personal home computing support.
  • Support for non-TRU activities (e.g., games, personal business, etc.)