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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

 
Examples
(including, but not limited to):
  • 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.
 
  • Outlook Web App
  • Internet Explorer
  • Moodle
  • Microsoft Office 2011 & 2013 - Excel, PowerPoint, Word, & Outlook
  • Mozilla Firefox
  • Safari
  • Symantec Antivirus


Level 2

   
  • 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.
 
  • Microsoft Access
  • ImageNow
  • Adobe Creative Cloud (Dreamweaver, Fireworks, etc)


Level 3

   
  • 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.
 
  • EndNote
  • Mathematica
  • SPSS
  • QuarkXpress
  • MicroGrade
  • AutoCAD
  • Auf Geht's
  • iTunes


Level 4

   
  • 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    • It may be software that has been replaced by a newer version or better alternative.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.
 
  • Skype
  • Picasa
  • Personal printer software
  • Digital camera software


Level 5

   
  • 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.
 
  • Personal firewall or antivirus programs