Definitions of support level terms

 

Introduction

Letters & Science Computing Resources (LSCR) provides different levels of support for computer hardware and software based on a number of different factors. These include the following:

LSCR's actual level of support does not in itself indicate LSCR's position about the product (e.g., whether LSCR recommends or discourages a particular product). LSCR augments its supported hardware and software lists with a set of recommendation levels or rankings, also described below. The support level and recommendation level are related, but the recommendation level is only one factor used in determining support level.

Support levels

LSCR's support levels are as follows:

Full support
LSCR will install, configure, troubleshoot, and answer basic usage questions about a product with this level of support. LSCR maintains a high level of expertise with these products and will provide in depth troubleshooting when necessary. Support for advanced usage or specialized features of the product may be limited.
Basic support
This level includes installation and "best effort" support. This level is the default level of support for products not specifically categorized. LSCR will provide only limited support for configuration, troubleshooting, and usage questions. The extent of LSCR's support for a product at this level depends on a number of factors, including LSCR's familiarity with the product.
No support
LSCR will not install, configure, troubleshoot, or answer questions about products at this support level.

Not all products fall neatly into these categories, and in practice there may be some overlap in the actual amount of support for products at different levels. For example, an LSCR customer may not notice a difference between "Full" and "Basic" support, depending on the product and the customer's needs. These levels are intended as guidelines for LSCR consultants.

Recommendation levels

LSCR's position or recommendation levels on hardware and software products are as follows:

Encouraged
These are products that LSCR recommends because they meet campus standards and are well suited, required, or in widespread use for a particular task. Encouraged products are most often at the "Full support" level.
Neutral
Products at this level tend to fall into one of the following three categories: older but still supported versions of encouraged products, products that LSCR lacks extensive experience with, or products for which there are likely better alternatives. Products in this category most often fall under "Full" or "Basic" support.
Discouraged
These are products that LSCR recommends that users not run or install. These products may be unreliable, not conform to campus standards, or have compatibility problems with other products. Discouraged products most often fall under the "No" support category.
Prohibited
In certain circumstances, a product may be prohibited from use on a supported machine. Products may be prohibited if they violate campus policy (such as some networking hardware), compromise the security of a machine or network, have known compatibility or other problems that can make a machine difficult or impossible to support, or create problems for other users. Prohibited products fall under the "No" support category. In some cases, only the use of a product for a specific purpose may be prohibited. For example, an application may be prohibited as an electronic mail client, but not as a reader for Internet (Usenet) newsgroups if the major issue with the product primarily involves electronic mail.

If a product in the Discouraged or Prohibited category interferes with LSCR's support efforts or causes problems for other users, LSCR consultants may remove the offending product or refuse to support the machine until the product is removed. LSCR will troubleshoot problems resulting from prohibited hardware or software only on an hourly basis.

Appropriate use

Products not specifically mentioned in LSCR's support tables fall under "Basic" support with a recommendation status of "Neutral." However, if a client requests assistance regarding a product and LSCR has reason to believe that the use of that product is unrelated to University business or in violation of campus policies, LSCR may refuse to provide support. For example, LSCR will generally not install, configure, or troubleshoot games unless there is a legitimate business purpose.

Updater: Seth Novogrodsky. Last reviewed: August 31, 2010