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The University of New Mexico

Anderson Information Technology Policies

Anderson manages technology services in accordance with UNM policy, UNM IT standards and local, state and federal regulations. Anderson IT resources are available for the sole purpose of supporting Anderson’s education, research and service activities. Anderson faculty, students and staff must follow policies, guidelines and standards in this document as well as those found on the UNM IT Standards website and in the UNM Administrative Policy Manual.

View Anderson Information Technology Policies.You will be prompted to login using your NetID and password.

Service Catalog (List View)


The Anderson IT Service Catalog defines and categorizes all information technology services provided to the Anderson user community. The goal is to enhance your ability to quickly identify services that can assist you and to enhance your understanding of what each service provides. A general description is provided for each service along with support contact information.

  1. Audio/Visual
    1. A/V Recording, Transcoding and Lecture Capture
    2. Digital Signage
    3. Photography
  2. Backups and Storage
    1. Backups and Storage
  3. Classrooms
    1. Classroom Technology
  4. Conference Spaces
    1. Conference Spaces
  5. Conferencing
    1. Conferencing
  6. Consultation
    1. Consultation
    2. Dell Anderson Site
    3. Niche Labs
    4. Physical Lab
  7. Database Applications
    1. Analytics/Reporting
    2. Event Proposal System
    3. Event RSVP System
    4. Event Seating System
    5. Faculty and Staff Directory
    6. Inventory Management System
    7. Laptop Checkout System
    8. myASM (Anderson Intranet)
    9. MyReports Reporting Tool
    10. Parking Reservations
    11. Room Reservations
    12. Survey Tools
    13. Undergraduate and Graduate Applications
    14. UNM Enterprise System Support
    15. Web and Application Development
    16. Website Support and Web CMS Shared Support
  8. Dell UNM Site
    1. Dell Anderson Site
  9. Event Spaces and Support
    1. Event Spaces and Support
  10. Future Planning
    1. Future Planning
  11. GA Offices
    1. GA Offices
  12. Hardware Standards
    1. Hardware Standards
  13. Infrastructure Services
    1. Active Directory (AD)
    2. Disaster Recovery/Backup
    3. Infrastructure Services
    4. Network and Data Security
    5. Server Management
    6. Virtual Lab (VLab)
    7. VPN
    8. Windows Imaging
    9. Wired Network
    10. Wireless Network
  14. Inventory
    1. Inventory
    2. Purchasing and Asset Management
    3. Software Purchases and Installations
  15. Lab Management
    1. Niche Labs
    2. Physical Lab
  16. Laptop Checkout
    1. Laptop Checkout
  17. Online Service Support
    1. O365 Email and Calendar
    2. OneDrive for Business
    3. Skype for Business
    4. VPN
  18. Support/Help
    1. Distance Learning Support
    2. Incident Management
    3. Knowledgebase/Help Documentation
    4. Laptop Checkout
    5. Niche Labs
    6. Offsite Devices
    7. PC/Mobile Device Support
    8. Physical Lab
    9. Printing
    10. Scanning
    11. Support Desk
    12. Support Email
    13. Survey Tools
    14. Training
    15. Windows
  19. Technology Stewardship
    1. Technology Stewardship
  20. Virtual Lab (VLab)
    1. Virtual Lab (VLab)
  21. Windows
    1. Windows

Audio/Visual

A/V Recording, Transcoding and Lecture Capture

Anderson IT maintains prosumer-grade video and audio equipment as well as editing equipment and software to provide a top-tier video capture experience. This equipment is available for use by students, staff, or faculty, and must be reserved by an Anderson staff or faculty member.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Digital Signage

Anderson employs a digital signage system that allows students, faculty, and staff to promote events and other information to the Anderson community via a series of digital displays located throughout the Anderson buildings. Access to this system can be acquired by contacting Anderson IT.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Photography

Anderson IT utilizes and maintains a range of photography equipment including a camera, lenses, backdrops, and lighting. This equipment is available for use by students, staff, or faculty, and must be reserved by an Anderson staff or faculty member.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Backups and Storage

Backups and Storage

Anderson IT helps users backup and store data using UNM-approved storage methods and services including UNM OneDrive for Business and physical media according to best data protection practices.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Classrooms

Classroom Technology

Classroom technology, including projectors, podium desktops, WiFi, and mobile device connections, are maintained and updated regularly by Anderson IT staff. Access to classroom equipment is limited to UNM faculty and staff and requires an access agreement and training. Please contact Anderson IT for more information.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Conference Spaces

Conference Spaces

Technology within Anderson conference spaces are maintained by Anderson IT staff in order to provide the best experience when communicating with other parties via a multitude of connection options and protocols. Technology needs for conferencing (audio and video) should be reserved and tested in advance of the scheduled meeting time.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Conferencing

Conferencing

Anderson IT provides robust video conferencing capabilities via a multitude of platforms with the ability to connect to other sites via computer software, H.323/SIP, and phones.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Consultation

Consultation

Anderson IT provides general consultative services to the entire Anderson community on a wide range of IT topics including device purchases and configurations, instructional and research technologies, and future industry trends. Please contact Anderson IT to arrange an appointment to discuss solutions.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Dell Anderson Site

In conjunction with Dell, Anderson IT offers highly discounted purchase options for optimally-configured Dell computers via http://www.dell.com/unm.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Niche Labs

Anderson IT supports multiple smaller, niche labs at Anderson, which include the Johnson Marketing Lab, Behavioral Research Lab, Information Assurance lab, and Small Business Institute. These niche labs provide their respective students with the necessary software that is required of them by their instructors or for specific programmatic purposes.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Physical Lab

Anderson IT provides support and manages the ASM 1002 computer lab. The computer lab consists of 42 workstations and 1 instructor station with the latest Windows operating system, Microsoft Office, Adobe Production Suite, and other software packages that the Anderson students are required to use during the semester. This space may be reserved by faculty for classes and is openly available to students when a class is not in session.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Database Applications

Analytics/Reporting

Using UNM's Operational Data Warehouse (ODS) and Anderson's internal systems, the Anderson IT staff develops and maintains reports specific to the Anderson School. Anderson IT also provides data used for surveys requesting information about the School. Ad-hoc requests are supported by the Anderson IT staff.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Event Proposal System

Anderson Events are proposed in myASM (SharePoint) and use workflows to track the approval process. Once approved the event can then be integrated into Anderson web sites and digital signage.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Event RSVP System

The RSVP system allows Anderson users to dynamically create reservation forms for Anderson events. Individuals that RSVP for an event are maintained within this system.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Event Seating System

The Event Seating System allows event organizers to maintain guests and their table assignments for a variety of events.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Faculty and Staff Directory

Anderson maintains an extended directory of Anderson faculty and staff. Anderson users are able to update their own information and display in a variety of other systems including web and digital signage.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Inventory Management System

Anderson IT maintains an inventory tracking system to facilitate accurate asset reports to UNM Inventory Control. The system allows faculty and staff the ability to view their equipment and its physical location.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Laptop Checkout System

Anderson provides laptops to check out to Anderson students. The Laptop Checkout System allows the IT Staff and other Anderson departments to maintain checkouts and infractions.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

myASM (Anderson Intranet)

Using the UNM SharePoint instance known as myASM, Anderson IT staff assist users to publish and access content in the Anderson intranet. Anderson IT staff provide training as needed.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

MyReports Reporting Tool

Support for using UNM's reporting tool, MyReports, is offered by the Anderson IT staff, which includes assistance with report development, data acquisition and account provisioning.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Parking Reservations

The Parking Reservation system allows Anderson staff to book and coordinate usage of Anderson reserved parking spots.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Room Reservations

The Room Reservation system allows Anderson users to book and coordinate usage of Anderson campus rooms, which are controlled by Anderson or by UNM Scheduling.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Survey Tools

Support for using UNM's survey tool, Opinio, is offered by the Anderson IT staff, which includes assistance with survey development and account provisioning.

For Anderson faculty using Qualtrics in the classroom, Anderson IT works with the Qualtrics faculty sponsor to provide information on how their students can use Qualtrics.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Undergraduate and Graduate Applications

Anderson maintains a number of systems that aid the Advisement office with respect to enrollment management and student success.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

UNM Enterprise System Support

Anderson IT will work with UNM IT on behalf of Anderson faculty, students and staff experiencing problems with UNM enterprise systems.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Web and Application Development

Anderson IT engages in web and web application development projects that support the school with an eye towards using existing, UNM-provided services where possible.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Website Support and Web CMS Shared Support

IT Staff will coordinate with Anderson users to develop and maintain public-facing web sites using the UNM Web Content Management System (WCMS). Users are trained to maintain content and work with IT Staff to integrate complex requirements using the Anderson web framework.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Dell UNM Site

Dell Anderson Site

In conjunction with Dell, Anderson IT offers highly discounted purchase options for optimally-configured Dell computers via http://www.dell.com/unm.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Event Spaces and Support

Event Spaces and Support

Anderson IT maintains technology in spaces such as the Jackson Student Center (GSM 126) for a multitude of varying event functions.  Services for events include microphones, audio playback, and video/presentation abilities.  Access to IT services for events is included as part of Anderson's Event Planning procedure.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Future Planning

Future Planning

More information to come.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

GA Offices

GA Offices

Anderson IT works with student Graduate Assistants (GAs) and their supervisors to provide computer access and other technology needs as requested.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Hardware Standards

Hardware Standards

More information to come.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Infrastructure Services

Active Directory (AD)

Accounts/Provisioning Anderson IT provides access to UNM and Anderson resources via the UNM NetID in coordination with supervisors and administrators. Supervisors of incoming and outgoing staff and faculty members will provide necessary documentation to grant/remove access as needed.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Disaster Recovery/Backup

Critical Anderson services are backed up on a regular basis and access is maintained with dual-site redundancy.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Infrastructure Services

Anderson IT maintains a number of services that are extensions of UNM IT infrastructure or autonomous solutions. Anderson IT works closely with UNM IT to ensure that Anderson services are efficient and reliable. Problems and requests should be directed to Anderson IT Support. Anderson IT policy 120 specifies appropriate use of the wired network which includes remote access to secured systems.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Network and Data Security

Anderson maintains network and data security in accordance with UNM IT best practices and policies, as well as participates in ongoing review and development of University-wide standards. Anderson IT maintains a dedicated firewall on the UNM wired network to minimize security risks to Anderson computing assets and data as well as DHCP and VPN services.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Server Management

New virtual machines, server management, and application of vendor-provided updates are managed by the Anderson IT staff.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Virtual Lab (VLab)

Anderson provides a virtualized lab environment (VLab) for use by Anderson faculty and students for programmatic and course-specific needs. This service provides access to specialized software and infrastructure services in addition to managed environments and personal machines via web browser. When necessary, Anderson faculty will provide access information to their classes.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

VPN

Anderson IT is committed to investigating new technologies that can be incorporated into the academic environment. Requests for special projects to evaluate new hardware, software and system solutions should be directed to Anderson IT Support. Alternative - Anderson IT is committed to integrating current technology into the academic experience. Anderson often pilots new solutions through special projects that engage targeted groups within the community. This helps ensure that generally available IT services remain relevant and effective. It also provides early adopters an opportunity to provide feedback on new ways of working.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Windows Imaging

Anderson IT develops a standard image for deployment on managed systems.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Wired Network

Wired network services delivered via Ethernet are maintained in a unique fashion with UNM IT Networking.  Unlike other areas on campus, Anderson maintains a high level of hand-on control of our wired infrastructure to activate ports and create/modify wiring pathways.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Wireless Network

In conjunction with UNM IT Networks, Anderson IT maintains a robust "Lobo-WiFi"-based wireless infrastructure for use by students, staff, and faculty.  We are constantly expanding our wireless service to maintain the best-available WiFi protocols for maximum speed and coverage.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Inventory

Inventory

In accordance with UNM Inventory Control policy (UNMBP 7710), Anderson maintains thorough records on all equipment owned by the department.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Purchasing and Asset Management

Anderson IT works with staff and faculty on all technology-related purchases in accordance with UNM Purchasing policies to provide access to the best resources possible to fit the needs of each user while maintaining optimum stewardship practices.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Software Purchases and Installations

Anderson IT works with staff and faculty on the purchase and installation of specialized software beyond the standard installation packages on the Anderson-created managed image. Some commonly-utilized software packages are available from UNM IT at discounted rates. Please contact Anderson IT to discuss software purchase and installation options.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Lab Management

Niche Labs

Anderson IT supports multiple smaller, niche labs at Anderson, which include the Johnson Marketing Lab, Behavioral Research Lab, Information Assurance lab, and Small Business Institute. These niche labs provide their respective students with the necessary software that is required of them by their instructors or for specific programmatic purposes.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Physical Lab

Anderson IT provides support and manages the ASM 1002 computer lab. The computer lab consists of 42 workstations and 1 instructor station with the latest Windows operating system, Microsoft Office, Adobe Production Suite, and other software packages that the Anderson students are required to use during the semester. This space may be reserved by faculty for classes and is openly available to students when a class is not in session.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Laptop Checkout

Laptop Checkout

Anderson offers student laptops that can be checked out, as long as they're available, by any Anderson student enrolled in at least one Anderson course. These laptops run on the latest Windows operating system, Microsoft Office (Word, Excel, PowerPoint), and other programs that have been requested by the Anderson Faculty to be used by their students.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Online Service Support

O365 Email and Calendar

Microsoft's O365 service provides up to 50GB of email storage to all users at UNM which can be accessed and is supported by Anderson IT via a web interface, the Outlook client, and on supported mobile devices.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

OneDrive for Business

Utilizing the campus standard cloud storage service, Microsoft's OneDrive for Business, Anderson users can store a nearly unlimited amount of data (20,000 total files and folders with no single file larger than 2GB) with easy access from nearly any device anywhere a network connection is present. While UNM policy allows incidental personal use of UNM computing resources, users should note that all data stored on UNM assets and IT services are considered public information by state and federal law. As per Anderson IT policy 115.4.1 personal data should be stored in an identifiable directory labeled "Personal". While discoverable through a legal proceeding, differentiating data in this way allows Anderson IT to ensure privacy within the boundaries of Anderson IT operational procedures e.g. employee separation or supervisor access to work product.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Skype for Business

Anderson utilizes UNM's Office 365-based solution for instant messaging and communication, Skype for Business.  This system allows all UNM users to communicate via text, audio, and video and utilize features such as screen sharing.  Anderson IT also utilizes Skype for Business for remote support.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

VPN

Anderson IT is committed to investigating new technologies that can be incorporated into the academic environment. Requests for special projects to evaluate new hardware, software and system solutions should be directed to Anderson IT Support. Alternative - Anderson IT is committed to integrating current technology into the academic experience. Anderson often pilots new solutions through special projects that engage targeted groups within the community. This helps ensure that generally available IT services remain relevant and effective. It also provides early adopters an opportunity to provide feedback on new ways of working.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Support/Help

Distance Learning Support

In conjunction with the Distance Learning Support Coordinator, Anderson IT provides assistance to faculty with course design and troubleshooting. Limited student support is available in conjunction with the UNM Learn support group (further information is available at http://learn.unm.edu).

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Incident Management

All support issues are logged and tracked in an incident management system for future reference and to be analyzed for recurring problems. Problems can be reported to the Anderson IT staff via email, phone, or walk-up.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Knowledgebase/Help Documentation

Anderson IT maintains a document repository, available via the myASM intranet site, with instructions and information on the vast majority of our IT services, allowing staff and faculty to access instructions for service/device setup and maintenance at any time from any location with an internet connection.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Laptop Checkout

Anderson offers student laptops that can be checked out, as long as they're available, by any Anderson student enrolled in at least one Anderson course. These laptops run on the latest Windows operating system, Microsoft Office (Word, Excel, PowerPoint), and other programs that have been requested by the Anderson Faculty to be used by their students.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Niche Labs

Anderson IT supports multiple smaller, niche labs at Anderson, which include the Johnson Marketing Lab, Behavioral Research Lab, Information Assurance lab, and Small Business Institute. These niche labs provide their respective students with the necessary software that is required of them by their instructors or for specific programmatic purposes.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Offsite Devices

Anderson IT provides general support for UNM owned, off-site devices.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

PC/Mobile Device Support

Computer Management

Anderson IT supports our computers' operating systems and software in a tiered-support model utilizing 3 levels of access - Turn-Key, Shared Support, and Stand Alone.  For details on our support model, please click here or visit the Help tab of the myASM SharePoint Portal.

Handheld

Anderson IT supports access to Anderson and UNM services including email, calendaring, and OneDrive for Business via the latest version of Apple iOS, Android OS, and Windows Phone OS.

Hardware (Dell)

Dell is the main computer vendor that is used at Anderson and UNM. We provide support to all Dell computers purchased through Anderson IT and will troubleshoot many hardware related problems.

Systems are configured to support compliance with Anderson and UNM Acceptable Computer Use policies (ASM 110 / UNM ACUP 2500).

A tiered hardware support model is designed to promote efficient technology support and ensure compliance with Anderson and UNM policy as well as industry best practices. (ASM 110.1-2)


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Physical Lab

Anderson IT provides support and manages the ASM 1002 computer lab. The computer lab consists of 42 workstations and 1 instructor station with the latest Windows operating system, Microsoft Office, Adobe Production Suite, and other software packages that the Anderson students are required to use during the semester. This space may be reserved by faculty for classes and is openly available to students when a class is not in session.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Printing

Anderson IT offers free printing services to all Anderson students, faculty, and staff. Faculty and staff have access to multiple high volume printers in the Anderson Workroom. Students have access to walk-up print stations at the Anderson Student Technology Support Center (STSC).


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Scanning

Anderson faculty and staff can use the workroom printers to also scan high-volume or individual documents. A dedicated scanning and printing workstation is available to Anderson students in the STSC.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Support Desk

In-person support is available at the Student Technology Support Center (STSC) on a walk-up or by-appointment basis for Anderson staff, faculty, and students. These services are available during the STSC Hours of Operation (see below).

Hours of Operation

Fall and Spring Semesters:
Monday – Thursday 8:00am – 10:30pm
Friday 8:00am – 5:00pm
Saturday 12:00pm – 5:00pm

Escalation

When working with Anderson IT technicians using asmisstaff@mgt.unm.edu, it is important to use the "Reply to All" feature so all technicians on the list remain aware of the ticket's status and focus efforts toward a resolution. If a technical or service issue requires specialized expertise or management intervention, please direct requests for additional assistance to the appropriate Anderson IT staff manager.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Support Email

Support is available by email with a one-hour-or-less response time during any time the Support Desk is open. Emails received out-of-hours are monitored by Anderson IT support staff and are responded to as quickly as possible.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Survey Tools

Support for using UNM's survey tool, Opinio, is offered by the Anderson IT staff, which includes assistance with survey development and account provisioning.

For Anderson faculty using Qualtrics in the classroom, Anderson IT works with the Qualtrics faculty sponsor to provide information on how their students can use Qualtrics.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Training

Anderson IT provides training to staff and faculty throughout the year and as new products are introduced. Additional training sessions may be available at the request of individual departments.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Windows

Anderson IT supports the Windows operating system. The current supported version is Windows 10 and is our only standard operating system beginning in Spring 2016.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Technology Stewardship

Technology Stewardship

More information to come.

How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Virtual Lab (VLab)

Virtual Lab (VLab)

Anderson provides a virtualized lab environment (VLab) for use by Anderson faculty and students for programmatic and course-specific needs. This service provides access to specialized software and infrastructure services in addition to managed environments and personal machines via web browser. When necessary, Anderson faculty will provide access information to their classes.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.

Windows

Windows

Anderson IT supports the Windows operating system. The current supported version is Windows 10 and is our only standard operating system beginning in Spring 2016.


How to Get Support
Please email Anderson IT or call (505) 277-6094 for support.