SLA - Computer Software

Software Service Level Matrix Description
The HelpDesk’s Software Service Level Matrix describes the software that the HelpDesk currently supports or does not support on your Calvin-owned computer.

Current Calvin College Software Standards
Alphabetical list of supported software

Click on each level details to view a list of software that currently is supported under the specific rules for that level.

Level 1

List of Level 1 software

  • HelpDesk Feature Level Support
  • HelpDesk Functional Level Support
    1. The software is used campus wide.
    2. All of the members of the HelpDesk have at least base level training on the software.
    3. There is at least one expert in the HelpDesk who has a high level of knowledge of the software.
    4. CIT purchases and installs the software.

Level 2

List of Level 2 software

  • CIT Feature Level Support
  • HelpDesk or CIT Functional Level Support
    1. The software is used department wide or campus wide on a small scale.
    2. There is at least one expert in CIT who has a high level of knowledge of the software.
    3. CIT purchases and installs the software.

Level 3

List of Level 3 software

  • No Feature Level Support
  • HelpDesk or CIT Functional Level Support
    1. Software that is too old, too new or too unique to be effectively supported at the feature level by the HelpDesk.
    2. Either the HelpDesk or CIT will reinstall the software to solve functionality problems.
    3. CIT Purchases and installs the software.

Level 4

List of Level 4 software

  • No Feature Level Support
  • No Functional Level Support
    1. We may or may not have supported the software in the past but it has been replaced by a newer alternative.
    2. Or it may be software that we might support in the future. Currently we do not support this software.
    3. We reserve the right to remove any software that conflicts with our supported software.
    4. In most cases we have an alternate software package that we do support that provides the same or better service.

Level 5

List of Level 5 software

  • Not Allowed
    1. There is some software that conflicts with our supported software. We do not want you to install the software and we will remove it if we find it.
    2. In most cases we have an alternate software package that we do support that provides the same or better service.