Software Service Levels

The Baylor community can expect to receive the following service levels for software support from Information Technology Services. Each of the support levels reflects a commitment based on the ITS Support Policy. All software levels are reflected in the Baylor Software Directory.

ITS Personnel provides these service levels only to faculty and staff. Limited support is available to students. The Electronic Library provides academic technology support and services for students.

LEVEL A - Baylor Standard
During normal business hours, the Help Desk is available to respond immediately to questions on the currently supported version of software. If the Help Desk is unable to answer the question, a Heat ticket will be recorded and sent to the second-tier response team. Software at this level is supported by several support technicians and every attempt will be made to respond to the ticket in a timely fashion.

LEVEL B - Baylor Non-Standard
If the Help Desk is unable to answer a question, a Heat ticket will be recorded and moved to the second-tier response team. Software at this level is supported by a limited number of support technicians. The response time will be longer.

LEVEL C - Other
A Heat ticket will be recorded at the Help Desk and moved to the second-tier response team where no promise of support is given. Software at this level is made available on an as-is basis, including any on-line documentation that may be available.

LEVEL V - Vendor Direct
Software at this level is supported primarily by the software vendor. The support channels provided by the vendors should be used when assistance is needed. The response from the vendors should be timely, but may vary depending on the contracts made with the university.

Please note that only software listed in the Baylor Software Directory is supported. If any software is not in the directory at any level, it may be assumed that no support is provided.