Levels of Service Commitment
Computing Service’s service level commitment for the standard software suite will be to provide basic operational support: installing, maintaining, troubleshooting, and upgrading the suite. It is understood that even with a standard suite, some faculty and staff may have more in depth expertise with a particular program than the support staff.
Decisions to add, delete, or upgrade software in the standard software suite will be based on input from faculty and staff, proven product benefit, software costs, computing staff resources, and compatibility with the computing environment. Additions or modifications to the standard software suite will be available after appropriate testing.
Testing will be done by Computing Service and a test users group comprised of faculty and staff members most likely to utilize the program(s) in question. The purpose of the testing will be to determine the value and compatibility of the program.
Installing, maintaining, troubleshooting, and upgrading programs not in the standard suite will be up to the individual.
Computing Service will provide very general consultation and assistance with applications and systems not included in the standard software suite. This includes locally (on a user’s computer hard drive) installed application software. This assistance will focus on ensuring the software will not adversely affect the computer network.
Standard Computing Hardware
Computing Services will install, maintain, troubleshoot, repair, and windows upgrade university-owned standard computing hardware. The standard computing hardware consists of computers, printers, scanners, and associated peripherals. These peripherals include DVD drives, hard drives, monitors, graphics cards, etc.
Non-standard Computing Hardware
Computing Service will provide very general consultation and assistance with Windows based PCs. This includes Macs and Unix workstations. This assistance will focus on ensuring the hardware will not adversely affect the computer network.