All calls are handled first by priority and then by order by which they were called in. 

Classroom situations	Priority 1
Server/Network Issues	Priority 2
Machine not working at all	Priority 3
Critical application or hardware	Priority 4
Non-critical application or hardware	Priority 5

 

Our Promise to You

Service Level Agreements (Support center calls cascade down first 3 rows until resolved.)

 

Request Type	Promise	Details
Support center Desktop problem call.	4 Business Hours Callback by Tech to schedule or try to resolve.	Callers will receive a call as to when someone will get to them.   Majority of support center calls will be closed within 24 Hours.
Support center problem – not resolved on initial call or return call.	24 Hour Attempt at Resolution	Majority of support center calls are closed within 24 Hours.  If still open after 24 hours, you will receive a timeline for the next step(s) in your problem resolution. You will receive weekly updates until closed.
Support center calls escalated to Tech Support	Weekly call with status and plan to resolve	All machines escalated to Tech Support are reviewed weekly for priority, status and scheduling; all changes are communicated. At any time after the 24 hour period, you can choose to have your machine swapped out with a machine with basic office functionality.
New Office Requests (new network jack)	1 business week for assessment and scheduling.	Requests are completed a few days before the jack is required.  If sub-contract work is required, IT tries to queue jobs together during summer, winter or other breaks (whenever possible).
Laptop or Projector Loan Requests	4 business Hours w/o Training	* All requests are completed according to stated time and machine availability.
Laptop or Projector Loan Requests	Within 24 Hours with limited Training	* All requests are completed according to stated time and machine availability.
Laptop or Projector Loan Requests	5 business days with in- classroom training (needs room availability scheduling)	* All requests are completed according to stated time and machine availability.
Information about your Machine Replacement	1 week to verify inventory and schedule	* All computer replacements are applied and scheduled in accordance with the College Computer Replacement Policy.
Project Requests	1 week to determine viability and timeline.	* All accepted requests are reviewed monthly for priority, status and scheduling; all changes are communicated.
Software Requests PICKUP	Same day for pickup (personal machines)	* All requests are completed after software licensing and availability are approved.
Software Requests Installs	Same day for scheduling	* Software Requests are normally completed in 1 week depending upon licensing and priority.
Software Training (1 hour appt)	Same day for scheduling	* All requests are normally scheduled 1 day to 2 weeks in advance.
Software Training Documentation (current/custom)	Email'd or pickup: 1 hour for current documentation.	* Documentation that doesn't exist but is needed for multiple people will be generated within 2 days - 1 week.
New Accounts Setup (Web, Email, File Services)	Same business day – 3 business days with approvals & specifics	* All requests are completed after receiving appropriate approvals, web site specifics, and other details needed.   Accounts will be created in state timeframe.
Calendar Setup	2 days - 1 week for server/desktop	* Requests are completed according to stated timeframes.  Server account, desktop setup and transfer of email.
Palm Pilot Setup	2 days - 1 week for configuration and setup.	** Requests are completed according to stated timeframes.  Desktop applications need to be chosen, installed and configured.
Web Page Design Requests	1 week to determine viability, priority and timeline.	* All accepted requests are reviewed monthly for priority, status and scheduling; all changes are communicated.

 

 

 

OTHER:

Internet2 Requests	5 days (testing & configuration)	* All requests are completed according to stated timeframes.
Streaming Audio/Video Requests	2 Weeks (reserving equipment, testing,  configuration & recording event)	* Request are subject to time, availability and priority.  All accepted requests are completed according to stated timeframe and machine availability.

 

 

Software Support

Click here for the College Software Policy and a list of supported generally available campus software.

Fully Supported:

The Support center and the Training Specialist will install, troubleshoot, and help you use and learn to use these applications. In many cases, IT Training offers classes to assist you further.  We have experts in many of the products listed here.  Each expert will be able to troubleshoot or find appropriate support for advanced features in these products. 

Standard Office Suite
Microsoft Word: word processing (Win/Mac)
Microsoft Excel: spreadsheet work (Win/Mac)
Microsoft Powerpoint: presentation program (Win/Mac)

Other Standards for browse/reading
Internet Explorer: web browser (Win/Mac)
Netscape: web browser (Win/Mac)
Safari (Mac)
Acrobat Reader: show pdf files (Mac/Win)

e-Mail
Eudora: e-mail (Win/Mac)
Microsoft Outlook and Exchange (Win)
Microsoft Entourage and Exchange (Mac)

Graphics
Adobe Photoshop: graphics editing/scanning(Win/Mac)
iPhoto: graphics management (Mac)
Adobe Album (Win) graphics management

Web Authoring
Blackboard: Instrucional Management System (Win/Mac)
Dreamweaver: web authoring (Win/Mac)

Database
Jenzabar-QX (Win/Server)
Microsoft Access (Win)
Crystal Reports (Win)

Multimedia
Avid Xpress: Digital Video (Win/Mac)

Calandar/Contacts/PDA
Outlook: Calandar (Win)
Entourage: Calandar (Mac)
Now-Up-To-Date: Calendar (Mac/Win)

Basic Support Only: 

The Support center will install these products (based upon available license agreements), support opening, saving, closing and printing from the application.  Above this limited support, you must learn how to use these products on your own or using online learning systems like Element-K.

Graphics
Adobe Illustrator: Drawing (Win/Mac)
Adobe Superpaint
Corel Painter 8
Macromedia Fireworks

Web Authoring
Flash: web graphic/anim (Win/Mac)
Director: complex interactive anim (Mac/Win)
Authorware: Web Course Design (Win)

Desktop Publishing
Adobe InDesign: basic desktop publishing (Mac/Win)
Quark: Advanced desktop publishing (Mac)

Database
Filemaker Pro

Multimedia
iMovie: Digital Video (Mac)
Premiere: Digital Video (Win/Mac)
DigiDesign: Digital Audio (Mac)
Sound Forge: Digital Audio (Win)
Broadcaster: Streaming Video/Audio (Mac)
QTSS Quicktime Streaming Server (Mac/Win)
Adobe After Effects (Win/Mac)
Swift3D (Mac/Win)
Final Cut Pro 4 (Mac)

Programming
Microsoft Visual Studio (Visual Basic and Visual C++ et al.)

DVD Authoring
IDVD (Mac)
DVD Studio Pro 3 (Mac)

Math/Stat
Mathematica: math algebra/graph (Win/Mac)
SPSS: Statistics - researc/learning(Win/Mac)
SysStat: Statistics learning(Win)
TSP: statistics - time series (Win)
Data Desk: Statistics (visual) (Mac)

Bibliographic
Endnote (Win/mac)

Do Not Support: 

There are few products that are no longer supported by the IT department. These products are either too old, no longer are supported by their manufacturers or cause problems on the latest operating systems.  Use of these programs go against the recommendation of the IT department.  We will work with people individually to assist them in transitioning to other software. 

Unsupported/Discontinued
Word Perfect (Win/mac)
Adobe PageMill (Win/Mac)
Microsoft Frontpage (Win/Mac)
SAMNA Word (Win)
Media 100 (Mac)
MS Works (Win)
Claris Works (Mac)
Adobe PageMaker (Win/Mac)

 Department Responsibility

Department heads can partner with IT to improve their operations and keep computer data by doing a few simple things. The department head responsibilities include the following:  

1.             Immediately Notify Personnel with staff or account changes

•  Report to Personnel all staff changes to insure that accounts are secure and access properly secure. 

2.             Centralized Purchasing of Equipment and Software

•  IT does all purchasing of technology.  We work with departments for their specialized needs insuring proper licensing, discounting, networking and that department technology is compatible with new technology.

 

User Responsibility

Users can help keep their computers running smoothly and can make it easier for IT to assist them by doing a few simple things. The end user responsibilities include the following:  

1.             Reporting Problems

•  Report service problems promptly through proper channels. This means contacting the Support center via phone or e-mail.

2.             Availability (Student Workers)

•  Provide IT with access to offices and computer equipment as needed.  Let us know if trained student workers cannot work on your machines - we will accommodate such requests (although it will take longer). 

3.             Maintenance Tasks

•  Make sure antivirus software is current and regularly updating virus definitions.

•  Run windows Updates (or Mac updates) on a regular basis to insure a secure and stable system.

•  Backup important files on a regular basis to network storage space or to appropriate backup media.