Help Desk - DoIT Support Category Definitions

Defines the Support Categories for products and services DoIT provides, sells, or recommneds.

Each product and service DoIT sells is covered under one of four categories of support:

Category 1 (supported - no charge)

DoIT will provide support for DoIT fee-based services and other core information technology products and services at no charge to departments or end users. Core products and services are typically the most widely used on campus, like My UW Madison, WiscMail, Microsoft Office, Windows & Mac OS, and Learn@UW. An example of a DoIT fee-based service is Bucky Backup.
Category 2 (supported for fee)
DoIT will provide support for products in this category at published DoIT rates. The customer is charged directly for the support. Fee-based support is available only for products and services offered by DoIT.
Category 3 (unsupported or support not required)
Products that are either unsupported by DoIT or products that don’t require support. For unsupported products, such as special order software, DoIT will refer customers to contact the vendor for help.
Category 6 (self-help)
Products that are specialized or low usage, and for which providing support is impractical. Typically online documentation is maintained for the useful life of the product.



Keywords:Help Desk DoIT Support Category Definitions   Doc ID:1192
Owner:Wanjiru P.Group:DoIT Help Desk
Created:2000-11-13 19:00 CDTUpdated:2008-06-23 19:00 CDT
Sites:DoIT Help Desk, Systems & Network Control Center
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