Software Support Levels
Full Support
Full Support is the highest level of support available. At this level, the IT Provider agrees to:
- Purchase Software for network installation
- Provide training (workshops and/or one on one sessions) and help documentation
- Provide phone support, troubleshooting and on-site support as needed
- Manage distribution and compliance
- Oversee renewal and license agreements
- Provide specialized consulting as appropriate
Partial Support
At this level, the IT Provider agrees to:
- Purchase software
- Provide vendor information for limited phone support, troubleshooting and training as needed
- Manage distribution and compliance
- Oversee renewal and license agreements
Transitional Support
Transitional Support is generally offered for software that was once fully or partially supported and is now being phased out due to retirement or upgrade. This level of support can be offered for a limited time, determined by the amount of effort required to complete migration to the new version or technical need to retire. At this level, the IT Provider agrees to:
- Continue existing access to software
- Provide limited phone support and troubleshooting
- Assist with conversion of files from older version to fully supported versions