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University Technology Services

• UTS Home

The purpose of the Software Support Category list is to ensure the campus community is aware of the software UTS supports and to give prospective buyers a guide to recommended software. The use of support categories is not meant to deny any customer support, however, since we have limited resources from which to offer support to a very large customer community, we must concentrate our efforts on the packages with the largest customer base. You will receive a high level of support for the packages in the "Level 1" category and by buying these products you are assured of quality support.

NOTE:
This list will be altered according to the software trends of the campus community. As new products become popular and widespread, old products will be placed in a lower category or removed from this list to reflect these changes. UTS will maintain an up to date list on the Web.

LEVEL 1

• Front line support staff are at an intermediate to advanced level of expertise with this software
• These products are widely used packages on the University campus
• Common questions can be answered by the Technology Service Desk
• Both Vendor and UTS documentation is available
• Staff members will interact with vendors to resolve problems
• The Technology Service Desk and on-site support is available on a priority basis
• The most current version of the software is readily available to Technology Services support staff
• Product demonstrations are available

LEVEL 2

• A limited number of UTS staff are proficient with this software
• Common questions will be answered by the Technology Service Desk
• On-site support is available to help with problems on a first-come, first-serve basis, time-permitting
• Limited documentation is available
• The most current version of the software is not readily available to all support staff

The Technology Service Desk is a service designed to act as a focal point for technical support for the University computing community. When a problem requires in-depth or on-site assistance, the Service Desk staff will ensure that the problem is referred to the appropriate support individual.