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Below are the definitions of the various support levels offered by the Information Technology Services Office for titles in the Software Library:
| Full Support |
The software title has been vetted and approved by the College. ITS will help with the installation of the software title, and when possible ITS will manage the updating of the software title. ITS will work to find solutions to all error messages produced by the software, including working directly with the vendor (if available). When possible, training on the use of the software title will be made available. This could include in-person training, access to training resources (online or printed), or recommendations for contacting the software vendor for training materials. Additionally, documentation in the form of written knowledge base articles or video tutorials, either College produced or vendor produced, will be made available when possible. |
| Best-effort Support |
ITS will help with the installation of or authentication to the software; however, maintenance of the software title may fall to the individuals using the software. Errors or issues that occur with the software may be supported by ITS with a maximum of 60 minutes being dedicated to troubleshooting, at which point the individuals using the software may be directed to contact the software vendor or reseller. Software users should maintain a familiarity with vendor support resources as they may need to rely on them. |
| Pilot/trial Software Support |
When the pilot/trial is coordinated with ITS, we will offer best-effort support (see above) for the duration of the pilot/trial. For any support to be provided, the pilot/trial period must be finite (with a maximum of one academic year) and can not be open ended. |
| Deprecated Software Support |
Software that is no longer supported by the vendor or reseller may not be supported by ITS, or software that is no longer in use at Colby. In these cases ITS will direct the individuals using the software to contact the vendor or reseller asking for support options as well as recommend the individuals using the software to research and identify replacement software that has current support by the vendor or reseller. Tracking software deprecation status is the sole responsibility of the software user. |
| No Support |
Software titles can not be supported by ITS, individuals using the software will be directed to contact the vendor or reseller. When possible, ITS will recommend supported software that fulfills the function of the software in question. |