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Application support levels
The following tables outlines 5 levels of support ranging from level 1, full support, to level 5, not supported by the Faculty.
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Level
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1
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Description
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Fully Supported (1): a product which is used throughout the Faculty and for which a standard configuration is appropriate
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Delivery
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Products will be made available through the Managed Desktop Environment
A testing specification will be developed and maintained ensuring that the product is configured in a standard manner
A loans service will ensure that media is available for home installation
An on-line installation service will be available
Upgrades will be monitored and expertise developed ensuring that the product can be fully supported from release
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Documentation
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Where possible publish links to manufacturers documentation will be published
Introductory documentation, supplementing that provided by manufacturers and supporting key business processes or other specific activities will be produced by the Faculty
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Training
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Provide generic and specific introductory and advanced training as part of the Faculty training programme
Provide generic and specific introductory and advanced training in conjunction with support partners
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Advice
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Provide advice and guidance as to whether the product meets specific requirements
Provide advice and guidance for installation
Provide advice and guidance for basic use
Provide advice and guidance for advanced use
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Support/Maintenance
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Stable versions with a stable user interface will be available at the start of and maintained throughout the academic year.
Known issues will be published through a Frequently Asked Questions web site
Further versions released during the year will be made available for testing purposes on release.
A future watch will ensure that support is available on release.
Problems will be reported to suppliers.
Problems will be chased with suppliers and fixes applied if provided.
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Asset management
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Licenses, with the exception of those products managed centrally by the IT Services Division, will be managed by the Faculty
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Level
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2
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Description
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Supported (2): a product in common use throughout the Faculty but for which a standard configuration is inappropriate
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Delivery
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Products will be made available through the Managed Desktop Environment
A loans service will ensure that media is available for home installation
An on-line installation service will be available
Upgrades will be monitored and expertise developed ensuring that the product can be fully supported from release
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Documentation
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Where possible publish links to manufacturers documentation will be published
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Training
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Provide generic and specific introductory and advanced training in conjunction with support partners
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Advice
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Provide advice and guidance for installation
Provide advice and guidance for basic use
Provide advice and guidance for advanced use
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Support/Maintenance
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Stable versions with a stable user interface will be available at the start of and maintained throughout the academic year.
known issues will be published through a Frequently Asked Questions web site
Further versions will be made available on release in addition to the "stable" version.
A future watch will ensure that support is available on release.
Problems will be reported to suppliers.
Problems will be chased with suppliers and fixes applied if provided.
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Asset Management
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Licenses, with the exception of those products managed centrally by the IT Services Division, will be managed by the Faculty
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Level
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3
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Description
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Basic Support (3): a product in use across more than one school and for which a standard configuration is appropriate
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Delivery
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Working in conjunction with colleagues from schools products will be made available through the Managed Desktop Environment
A loans service will ensure that media is available for home installation
An on-line installation service will be available
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Documentation
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Where publish links to manufacturers documentation will be published
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Training
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None provided by the Faculty.
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Advice
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Limited installation advice, ie does the application open, provided by the Faculty
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Support/Maintenance
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Stable versions with a stable user interface will be available at the start of and maintained throughout the academic year
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Asset management
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None provided by the Faculty
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Level
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4
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Description
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Minimal Support (4): a product in use across more than one school but for which a standard configuration is inappropriate
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Delivery
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Working in conjunction with colleagues from schools products will be made available through the Managed Desktop Environment
A loans service will ensure that media is available for home installation
An on-line installation service will be available
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Documentation
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Where possible links to manufacturers documentation will be published
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Training
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None provided by the Faculty
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Advice
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Limited installation advice, ie does the application open, provided by the Faculty
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Support/Maintenance
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Limited installation advice, ie does the application open, provided by the Faculty
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Asset management
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None provided by the Faculty
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Level
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5
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Description
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Not Supported (5): products which are used exclusively within a single school or which have no standard use or configuration
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Delivery
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Working in conjunction with colleagues from schools products may be made available through the Managed Desktop Environment
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Documentation
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None provided by the Faculty
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Training
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None provided by the Faculty
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Advice
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Limited installation advice, ie does the application open, provided by the Faculty
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Support/Maintenance
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None provided by the Faculty
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Asset management
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None provided by the Faculty
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