Help Desk policies for supporting commercial software that DoIT sells, distributes or recommends.
The Help Desk provides varying forms of user assistance for software that DoIT sells, distributes, or recommends. For widely used software, telephone and web knowledgebase support are available for the most currently used version of the software and one version prior. When a new release of the software is available our goal is to support it within 90 days of the release date.
For current software not widely used, we are unable to provide telephone assistance but do provide web knowledgebase support (identified by 'Self-Help' in the document title). Other limited use software is supported by DoIT technologists and we will refer incidents to them as long as they support the software.
We use the following guidelines to phase out support for the older versions:
- When requests for help fall below 300 incidents per year, we discontinue telephone support and provide web knowledgebase documentation only. We update the documentation as needed.
- When requests for help fall below 120 incidents per year or the software is two versions old, we stop supporting the software. We retain our online documentation for as long as it appears to be useful but we don't update it.