CIT Policies: Computer Software SLA
Software Service Level Matrix Description
The Software Service Level Matrix describes the software that CIT currently supports or does not support on your Calvin-owned computer.
Level 1 |
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Examples
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- HelpDesk Feature Level Support
- HelpDesk Functional Level Support
- "CIT provides it and offers training and feature-level support."
- Software applications used campus wide.
- Often these software applications come packaged on CIT issued computers and are automatically reinstalled if a computer is reimaged.
- All of the members of the HelpDesk have at least base level training with the software application.
- There is at least one expert in the HelpDesk who has a high level of knowledge of the software.
- CIT purchases and installs the software.
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- Adobe Reader
- Dreamweaver
- Fireworks
- GroupWise
- Internet Explorer
- Moodle
- Microsoft Office
- Mozilla Firefox
- Safari
- Symantec Antivirus
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Level 2
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- CIT Feature Level Support
- HelpDesk or CIT Functional Level Support
- "CIT provides it and there may be one person who can offer support."
- There is at least one expert in CIT who has a high level of knowledge of the software.
- CIT purchases and installs the software.
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- Microsoft Access
- ImageNow
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Level 3
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- No Feature Level Support
- HelpDesk or CIT Functional Level Support
- "CIT provides it but does not provide training or feature-level support."
- Software applications that are too old, too new, or too unique to be effectively supported at the feature level by the HelpDesk.
- CIT does not provide feature-level support or training.
- CIT provides functional-level support by reinstalling the software.
- CIT Purchases and installs the software.
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- EndNote
- Mathematica
- SPSS
- QuarkXpress
- MicroGrade
- AutoCAD
- Auf Geht's
- iTunes
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Level 4
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- No Feature Level Support
- No Functional Level Support
- "CIT does not provide it but you may use it on your own."
- CIT may or may not have supported the software in the past or it may be software that will be supported in the future.
- It may be software that has been replaced by a newer version or better alternative.
- It may be software that we might support in the future. Currently we do not support this software.
- It may be software that is available to Calvin users but not provided by CIT and does not conflict with our systems.
- In most cases CIT can provide a supported alternative that offers the same or better functionality.
- CIT reserves the right to remove any software that conflicts with our supported software.
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- Older versions of
Level 1 software
- Skype
- Picasa
- Windows Live applications
- Personal printer software
- Digital camera software
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Level 5
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- Not Allowed
- "CIT does not provide it and must remove it if found."
- In most cases CIT can provide a supported alternative that offers the same or better functionality.
- Some software applications conflict with our supported software. CIT does not permit these software applications and will remove them in order to maintain the system's stability and supported functionality.
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- Microsoft Outlook
- Windows Vista
- Personal firewall, net nanny, or antivirus programs
- Internet Explorer versions 5.x and 6.x
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