|
Full Support |
Partial Support |
Minimal Support |
| Compatibility with computing environment |
Software in this category has few issues. Issues are resolved or workaround devised |
Some software in this category may have known compatibility issues |
Some software in this category may be completely incompatible |
| Escalation Level |
Help Desk resolution attempted. Escalation for on-site support and escalation to third tier group available |
Help Desk resolution attempted, escalation for on-site support available |
Help Desk will provide up to 20 minutes of diagnostic time; referral to vendor support sites |
| Troubleshooting Level |
Troubleshooting provided for mid-range functionality (launch, open, save, print, merge) |
Restore to default (reinstall) |
Help Desk will provide up to 20 minutes of diagnostic time; referral to vendor support sites |
| Training Offerings |
Some OIT classes offered, OIT documentation provided, consultation provided |
Limited OIT documentation provided; referral to other provider, self service sites, vendor site, instructor, or other contact |
Referral to other provider, self service sites, vendor site, or other contact |
| Installation Level |
Help Desk remote assistance, in-shop, or on-site installation |
Some Help Desk remote assistance; client installation |
Client referral to vendor support site |
| Configuration Support (update, patch, upgrade) |
SCCM |
Some SCCM; client also required to maintain |
Client required to maintain |
| Software Distribution |
Some fully supported software packaged, hosted locally, or from DIR site |
Some partially supported software is hosted locally, available in store, or from DIR site |
Some minimally supported software links available to direct clients to vendor site |
