LEVELS OF SUPPORT

Full support is the highest level of support available. At this level, Information Technology Services (ITS) will:

• Purchase software for faculty and staff offices, and ITS resources.
• Install and configure software on networks and/or Smith owned computers.
• Provide training (workshops and/or self-paced) and documentation (printed and/or on-line).
• Provide phone support, trouble shooting and on-site support (as appropriate).
• Provide support for the use of networked or local printers.
• Assist with conversion of files from previously supported packages and/or versions.
• Provide specialized consulting as appropriate.

Transitional support is offered by ITS for software that has been supported, and is now being phased out. This level of support is available for a limited time, determined by the amount of effort required to complete migration to the new version or package. At this level, ITS will:

• Continue existing access to software on networks or Smith owned computers.
• Provide limited phone support, trouble shooting, and on-site support (as appropriate).
• Provide basic support for the use of networked or local printers
• Assist with conversion of files to fully supported packages and/or versions.
• Provide specialized consulting as appropriate.

Limited support is offered for software packages that are not on the list of ITS-supported software and thus do not receive full or transitional support, but that faculty or staff still wish to use. At this level, ITS will:

• Install and configure software on networks and/or Smith owned computers.
• Provide limited support for the use of networked or local printers.

Support of Departmental Software

ITS also supports specialized software applications that are used by administrative offices to perform specific business functions. The level of support for these packages varies by application and department. Contact the User Support Center at x4487 for additional information.

Software Training Options

Please note that all Smith students, faculty, and staff can access over 1,500 on-line software training classes provided by Lynda.com. To create your Lynda.com account, log on to the Smith portal, then click the Lynda.com link.