Getting Help

Support Levels

Support Levels

The level of support that ITS staff can provide in resolving problems depends on a number of factors. The support levels are described below and include examples.

Full Support

Included in this category are ITS‐approved, attached peripherals that are still under the manufacture's warranty. We'll provide most or all of the following:

  • Consulting and purchase assistance
  • Installation
  • Documentation
  • Training
  • Helpdesk support
  • On-site troubleshooting and repair
  • Relevant announcements and information about the product

Partial Support

We will provide the following:

  • Installation of the product
  • Verification that the application launches
  • Limited documentation and training
  • Limited Helpdesk support
  • Limited on-site support

We cannot guarantee the functionality of a product designated as 'partial support'. Included in this category are some department-specific software and hardware approved by ITS. Other things included are products that we are in the process of discontinuing or phasing out (i.e. old version numbers, frozen version numbers, etc.). We'll support it as we know it (from the documentation that we have), but as of a specified date it will move to minimal support. Also included are ITS‐approved attached peripherals that are no longer under the manufacture's warranty.

Minimal Support

We will provide the following:

  • Up to 1/2 hour of installation service but no guarantee that we will be able to get the item to work properly.
  • If your computer exhibits problems, our technicians will spend up to 1/2 hour to determine if the problem is with the minimal‐supported item or some other part of the computer.
  • If the problem is determined to be with the minimal supported item, we will remove the item from the machine, and/or, refer you to an off‐campus service provider with whom you can make arrangements for support and, if necessary, repair of the minimal supported item.

We will not be able to provide any support for the use of the item; and, we will not install a product if it is known to be destructive. Included in this category are phased out fully‐or partially‐supported products, as well as any non-ITS approved hardware and software products.

No Support

ITS is does not provide any installation, training, documentation or Helpdesk support for the system or application.