Levels of Service Policy

The Information Technology Division (ITD) offers various levels of service, training and technical support for a wide range of hardware and software on the MTSU campus, including software from Microsoft and Adobe and hardware found in Master Classrooms or in your office.

Software and hardware have three levels of service.

Levels of service available to you may vary either by your software's version or your hardware's manufacturer.

If you need ITD to provide any of the services listed, refer to ITD's Consulting Services.

Software levels defined:

Level I:

• Level I applications may be purchased by departments from ITD via site license or volume discount.
• ITD staff installs and configures Level I software.
• ITD staff provides consulting and troubleshooting support on Level I software.
• Workshops and other training are provided by ITD on Level I software.

Level II:

• Some Level II applications are available for departmental purchase from ITD via site license and volume discount agreements.
• ITD installs and configures Level II software.
• ITD staff provides consulting and troubleshooting support on Level II software.

Level III:

• ITD staff provides limited consulting support on Level III software.

Hardware levels defined:

Level I:

• Comprehensive support will be provided for non-warranted and warranted Level I hardware.
• For non-warranted equipment, support will include identifying the hardware problem and repairing it.
• Repair may include software or firmware level fixes or the replacement of components.
• Individual departments or areas are responsible for software or hardware purchases necessary for repair.
• For warranted Level I equipment, support will include identifying the hardware problem and reporting it to the warranty vendor.
• If an on-site warranty is not available, support will include the installation and configuration of replacement components provided by the warranty vendor.

Level II:

• Limited support will be provided for non-warranted and warranted Level II hardware.
  
• For non-warranted equipment, support will include diagnosis of hardware problem by ITD.
• The user with ITD staff serving as technical liaison will contact an outside vendor (time and materials contract, original or third party vendor) to repair equipment.
• Individual departments or areas are responsible for software or hardware purchases necessary for repair as well as labor costs from outside vendors.
• On warranted Level II equipment, ITD staff will diagnose the problem and serve as a technical liaison with the warranty vendor.

Level III:

• ITD staff provides limited consulting support on an as-available basis for level III hardware.