Support Policies
ICT provides different levels of support, ranging from full support for the basic suite of hardware and software provided to unsupported for software or hardware which ICT will not connect to Maxwell's computers or network.
More info:
» Supported Software
» Support Hardware
ICT does not provide any support or maintenance for hardware not owned by Syracuse University.
| Support Type |
Description |
| Full |
ICT will provide full support for the hardware, including functional support. ICT provides the licenses for standard software. |
| Standard |
ICT maintains software in this category for use by the Maxwell community. ICT may or may not provide licenses for software in this category. ICT will setup and ensure functionality of hardware in this category--we do not consult on software that supports this hardware (digital camera or scanner support software, for example). |
| Best-effort |
ICT will invest up to two hours, including consultation with the vendor, to try to make the device/software function normally. After two hours of effort, ICT will not make further investments in that device. The two hour support limit is per device or application, not per feature. If an ICT upgrade or installation causes a device or application in this category to malfunction or not function, ICT will invest up to an additional two hours to attempt to make it function properly. |
| Unsupported |
ICT does not support the software or device and will not install or integrate it with Maxwell's network. Generally, the unsupported designation is assigned to items which are known to cause problems with the local computer or the Maxwell network. |
Regardless of support level, ICT may determine that a particular feature or function of a hardware device or software application will not receive any support if providing support would be too costly or detrimental to our computing systems or users.
ICT assumes that any software or hardware related request is made to further the mission of the Maxwell School. We may ask for additional information where that relationship is unclear.
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Last Updated ( Tuesday, 01 August 2006 )
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