Computer Software Support

Article Purpose

Software Support Statement

IT Services Service Center provides four levels of software support to UAA computing users:

  • Supported
  • Limited
  • UA Keyed
  • No Support

Each application made available by University of Alaska Anchorage(UAA) is assigned one of these support levels, regardless of whether the application is made available on the software web server, in the public computing labs, or by other means. Any application not explicitly assigned a support level will have a level of "No Support." Following are brief descriptions of the services provided by ITCC for each of the support levels.

Supported

These are the core applications used by UAA students, faculty, and staff. Supported applications have few or no known incompatibilities with UAA's computing environment. Every effort will be made by the ITCC to find a solution to problems with the application, including a screen-sharing session or escalation of a ticket for vendor support. ITCC staff may receive training in these applications as appropriate.

Limited

These are secondary applications, which may not be the preferred choice of the University, or which are known to have some incompatibility with UAA's computing environment. ITCC staff have some knowledge and training in these applications, but may not be able to solve problems due to problems with the applications themselves. Depending on the nature of the problem, a screen-sharing session may be scheduled. ITCC staff may refer users to self-support sites, UAA instructors, vendors, or departmental support for additional solutions, or recommend upgrading to a Supported Application.

UA Keyed

These are applications that are packaged by University of Alaska (UA) for distribution, but are not utilized by the entire community. ITCC staff will assist users in installing the application for supported operating systems. ITCC staff have received training on the application and support the functional operation of the application, but may will refer users to self-support sites, UAA instructors, vendors, or departmental support.

No Support

UAA provides external links from the Software Distribution website, but unsupported software is not packaged by UAA and is not hosted on UAA's software servers. ITCC staff will refer users to online support sites, vendors, or departmental support.

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