Support Limits
See also the Sustainable Computing Policy
These levels of support currently only apply to campus-owned computers.
Because of limited staffing levels, the variety of available software packages, and the fast pace of hardware advancements, it is necessary to limit what software and hardware the Information Technology Services (ITS) Help Desk supports. We have defined, below, our three levels of support.
Level 1
Full Support. ITS helps install, teach and troubleshoot these products. Our staff should be knowledgeable regarding Level 1 software and hardware.
Level 2
Partial Support. ITS will help install these products, but we can provide only limited instruction and troubleshooting.
Level 3
No Support. If any product not listed in Level 1 or Level 2 fails, ITS will not attempt to repair it. ITS can “reimage” a computer with Level 3 software problems (i.e., erase the hard drive and reinstall the standard College software), but we will not repair Level 3 hardware problems.
Level 1 software and hardware problems receive the highest support priority. Level 2 software and hardware problems are considered projects and, therefore, have a repair timeline of two weeks minimum. See our general policies for more information.
Software
|
Level 1 |
Level 2 |
Level 3 |
| Microsoft Windows XP+ Microsoft Office 2000+ OS 10.x Office 2004+ Safari WordPerfect Suite 9+ Norton AntiVirus CE 10 Microsoft Forefront Internet Explorer 6+ Adobe Contribute |
Microsoft Windows pre XP OS 9.x Office 2001, Office X Adobe Acrobat Reader Mozilla Firefox Easy CD Creator WinDVD Adobe Dreamweaver Lab and Course Software* |
All Others |
* Lab software (MicroCase, MiniTab, SPSS, etc.) is supported through department staff, technical directors or Academic Technology Specialists.
Hardware
|
Level 1 |
Level 2 |
Level 3 |
| - CPUs and internal components (i.e., video cards, CD-ROM drives, etc.) purchased through ITS within the past five years* - Printers |
- Scanners - External Disk Drives - Smart Phones and mobile devices (iPhones, iPads, blackberries, etc.) |
- All Others (Web Cams, Digital Cameras, Other Peripherals) |
* Computers and components not purchased through ITS will be repaired under warranty or outsourced. Outsource charges will be billed to the appropriate department.