IT Support

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Our mission

The mission of the FBM IT support is to resolve all types of IT issues on computers registered with UNIL's inventory and for which a department has signed the Membership and Support Agreement of the FBM IT Management Plan (PFBM). This service is available to members of the teaching staff, intermediate staff, assistants, and administrative and technical staff of these departments. Members of FBM departments who are not part of the PFBM must contact their local IT manager directly.

Contact

In case your local IT manager is not available, you can contact the FBM central support, Monday through Friday from 8:30 a.m. to 11:45 a.m. and 1:00 p.m. to 4:30 p.m.:

By phone	By email	With FBM Utility (Windows users only)
+41 (0) 21 692 50 94	supportfbm@unil.ch	FBM Utility

In order to ensure continuous IT support, the FBM IT Management Plan provides for a replacement plan between IT managers in partner departments in the event of absence. In the event of exceptional absence of the FBM IT Service (Si) full team, please contact UNIL's IT Helpdesk (helpdesk@unil.ch or +41 (0)21 692 22 11), which will create a ticket for FBM support.

Response times

As defined by the FBM IT Management Plan, the response times are as follows:

• software installation or problem resolution: 1-2 days;
• computer installation or reconfiguration: 2-3 days;
• hardware troubleshoot: depends on the nature of the problem and the availability of partner technicians (Darest and ART Computer).

You can track the progress of your support requests at https://helpdesk.unil.ch.

Supported equipment

According to the terms and conditions set out in the FBM IT Charter, only FBM equipment is fully supported by the FBM IT Service (Si). In the event of repairs, loan machines may be made available to users.

Limited support is provided for UNIL equipment, which is restricted to assistance with problems related to the use of FBM resources or installed UNIL/FBM software. However, neither the response time nor the resolution of the problem can be guaranteed. No support is offered for software used and imported privately on this type of machine.

IT support does not intervene on external equipment.

For more details on the assistance provided, please refer to the summary table of services by type of equipment.

Remote support

If it is not possible to physically access your computer (e.g., if you are working from home or abroad), FBM IT Support will ask you to start a Real VNC session so that they can connect to your computer remotely. For more information, please refer to our documentation.