---
type: source
title: "URZ End Device Support (Endgerätesupport)"
tags: [support, policy, urz]
related: [remote-support, device-management-system, groupware]
created: 2026-07-01
updated: 2026-07-01
sources: ["output/rz_uni_greifswald_de_support_dienstleistungen_endgeraetesupport.md"]
---

# URZ End Device Support

This source documents the official support policies of the Universitätsrechenzentrum (URZ) regarding end-user devices. It defines the boundaries of technical assistance, distinguishing between supported software services and excluded hardware or third-party software issues.

## Key Support Policies

### Software-Level Support
Support is strictly limited to the **software level**. The primary objective is to assist users in utilizing **URZ Central Services** (URZ-Zentraldienste), such as:
- Configuration of network drives.
- Setup of email programs.

### Prerequisites for Support
For the URZ to provide technical assistance for a device, two conditions must be met:
1. The device must have a functioning **operating system**.
2. The URZ staff must be able to gain remote access to the device via [[rustdesk]].

### Explicit Exclusions
- **Hardware Service**: No support is provided for hardware problems due to personnel resource constraints. Users are directed to use manufacturer warranties.
- **Third-Party Software (Drittsoftware)**: Support is not provided for software that is not necessary for the operation of URZ Central Services. Users should refer to the software manufacturer's documentation.

### On-Site Service
Physical on-site visits are restricted to exceptional cases, specifically when the university data network is failing up to the wall socket (network jack) at the workplace.

## Contact Methods
- **Ticket System**: The primary method for contacting support is via the [[groupware]] ticket system.
- **Hotline**: Technical support is available via the hotline at extension **1420**.
