Support Service Levels

(Effective: December 21, 2006)

Support services are defined as:

Full Support

Business IT is committed to providing advanced support including installation, configuration, and troubleshooting.

Full Support products will have the following characteristics:

• Critical to the WPC mission
• Are on an approved usage list and / or widely used within the WPC School of Business
• Sufficient support resources exist
• Valid licenses exist
• Meets approved BIT standards

Limited Support

Business IT will provide best-effort support for the products listed in this section. This support will be scheduled as time permits and will not take precedence over Full Support initiatives.

Limited Support products have the following characteristics:

• Must serve the interests of WPC
• BIT involved in the installation, but not required to provide support for usage of the product
• Support must be cost-effective
• Valid licenses exist
• Hardware support is subject to parts availability and approval of cost recovery from the department requesting the service
• BIT cannot guarantee that these products or systems will work in the WPC environment

No Support

These products have either never been supported or have been retired (See Sunset policy) from the Business IT Support lists.

No Support products have the following characteristics:

• May be out of date
• The vendor may have discontinued support
• Parts are no longer available
• The product does not run in our environment
• The software does not have valid licensing