Getting Help from the STC
STC Terms of Service
Who is eligible to receive personal computer service from Student Technology Collaborative?
Student Technology Collaborative provides support for personal computers and selected technology owned by:
- Undergraduate students in Yale College
- Graduate students in the Graduate Schools of Arts and Sciences (GSAS)
- Graduate students in the following schools:
- Engineering & Applied Sciences
- Sacred Music
For assistance with departmental and laboratory machines contact Faculty Support.
Professional school students, post-doctoral fellows, faculty, and staff are not eligible for personal computer support from Student Technology, and should request help from the appropriate support department.
What technology does Student Technology support?
general support for:
limited support for:
|STC does NOT support:|
Where does STC provide support?
|To consult with a Student Tech about a technology issue,
visit the Technology Troubleshooting Office on the Lower Level of Bass Library, or call the TTO at (203) 432-5242. You can also file a help request online.
(see Getting Help for more details).
|In-room support is also provided for:
|Students living off-campus may call the Technology Troubleshooting Office
to schedule an appointment for the same day or next day.
Please allow up to five minutes for the Student Tech to finish a previous appointment.
(see Getting Help for more details).
Who works for Student Technology Collaborative?
Student Technology Collaborative is composed of three ITS staff and over 100 Student Techs. Student Techs are undergraduate and graduate students hired and trained by Yale ITS to provide technical support for their fellow students. Student Techs provide all services from basic troubleshooting to advanced hardware replacements. Some Student Techs are certified by Dell or Apple to provide in-warranty system hardware support.
When does STC provide support?
Student Technology Collaborative provides support throughout the academic year. Limited support is provided during summer months, Spring Break, and the Thanksgiving Recess. Support is not provided during the Winter Recess or during our employee training period the week prior to the start of Fall Semester classes.
How quickly will my problem be solved?
All online help requests during the school year will receive an initial response within 48 hours. During breaks, as well as the summer months, requests will be answered within 2 business days.
Technology problems come in all shapes and sizes, from simple set-up questions to massive computer overhauls. The speed at which your request is resolved will depend on the nature of the problem. If the issue requires hardware replacements, the request may take several days, or more than a week if it is necessary to return your unit to the manufacturer for more specialized repair.
In general, the busiest times for support are during the start of term, midterms, and finals. Students are encouraged not to wait until these critical times to seek assistance with a preexistent problem. Cases during busy times of year will be proritized by the severity of the problem.
How much does STC charge for its services?
All Student Technology Collaborative services are provided free of charge.
Please also note that STC employees are not permitted to accept gratuity for their work.
What are the STC policies regarding privacy and data recovery?
Student Techs are instructed to take steps to protect the privacy of your data and passwords. Please avoid providing your password to a Student Tech or any other individual. If you want a Student Tech to have access to your computer, please either log in for the ST or temporarily clear or change your password.
If your case involves an operating system reinstallation, hard drive issue, or a severe virus infection, a data backup will be required. Due to limited resources, STC cannot guarantee that we will have space to backup all data from your hard drive. Students are encouraged to back up data to an external hard drive, or to recordable CDs and DVDS. Beginning this backup process before contacting Student Technology will greatly increase the speed of case resolution.
Other General Policies and Etiquette
- Student Technology uses an online case tracking system to manage help requests. Please respect the time and privacy of Student Techs by using this system, rather than contacting STs via phones or personal email.
- Troubleshooting technology is a difficult task, so we ask for your patience and courtesy when working with Student Technology. Aggressive behavior and rude language towards Student Techs is unacceptable.
- If you would like to provide feedback about your experience with Student Technology's services, we invite you to use the feedback form emailed to you when your help request is resolved.
- You have the right to refuse STC service at any time. If you are uncomfortable with the actions taken by STC or want a Student Tech to leave your residence or cease working on your computer, please let them know and all requests will be honored.
- Please remember at all times while using your computer at Yale to abide by all Yale ITS Policies, inlcuding the ITS Acceptable Use Policy. Additionally, please follow all Local, State, Federal and International laws, technology related or not.