---
type: concept
title: URZ Support Policy
tags: [support, policy, it-services]
related: [remote-support, device-management-system]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_support_dienstleistungen_endgeraetesupport.md"]
---

# URZ Support Policy

The URZ Support Policy defines the scope of technical assistance provided to university members regarding their end devices. The policy is designed to optimize limited personnel resources by focusing on central infrastructure rather than individual hardware or unrelated software.

## Scope of Support

### Supported Services
Support is focused exclusively on the **software level** and is limited to the utilization of **URZ Central Services** (URZ-Zentraldienste). Examples include the configuration of network drives and university email clients.

### Exclusions
The following are explicitly excluded from URZ support:
- **Hardware**: No troubleshooting or repair of physical components. Users must rely on manufacturer warranties.
- **Third-Party Software**: Any software not required for the operation of central URZ services is unsupported.

## Service Delivery Constraints

### Remote-First Approach
Support is predicated on the ability to access the device remotely. The device must have an installed operating system and [[rustdesk]] must be functional to allow URZ staff access.

### On-Site Limitations
Physical on-site support is not a standard service. It is only provided in the specific case of a failure in the university's physical data network (up to the wall socket).

### Installation and Maintenance
For the deployment and maintenance of operating systems and applications, users are directed to the central [[device-management-system]].
