Support Levels

Though it is strongly encouraged that the guidelines for fully supported
hardware/software be followed, it is recognized that there are times when
this is not feasible. Therefore support is categorized as described below.

Level 1 - Full Support

All pertinent services will be provided leading to quicker problem
resolution and turnaround time

Level 2 - Partial Support

Recommended and supported hardware running software NOT noted as
supported. In such a case, hardware will be supported to the extent
possible but not to such length as to assure software problem resolution.
The hardware will be supported to the extent that fully
supported/recommended software works properly.

Level 3 - No Support

Software NOT noted as supported. Hardware purchased after August 1st, 1998
NOT noted as supported.

Off-Campus PC's

Please note that I.T. provides only limited support of St. Edward's-owned
computers that are housed off-campus. I.T. offers phone support for such
computers - assuming the hardware and software are within the supported
lists - and the Help Desk will make every effort to resolve issues over the
phone.

Success Discipline Area : Acquisition - Purchasing Process

Success Level Objective : Effect timely purchasing activity to initiate the acquisition process within three (3) to five (5) working days from date of requirement identification.

Success Level Measurement: Evaluate Success level objective via electronic reporting criteria; measuring time period from date of requirement identification to date of acquisition initiation. Measurement criteria can be audited at any given time (i.e., daily, weekly, monthly quarterly, annually, etc.)   Additionally these measurement standards can be addressed by organization, cost center account, commodity or other type criteria deemed appropriate.

Success Discipline Area : Financial - Budget Balancing

Success Level Objective: Maintain optimum budgetary control and account balances within no more than five (5) percentage variance for all cost center accounts within the Instructional Technology Department control.

Success Level Measurement: Evaluate success level objective via electronic reporting criteria; measuring budget allocations against encumberments and paid invoicing. Measurement criteria can be audited on a monthly basis. Additionally these measurement standards can be addressed by cost center account or overall consolidated under a single cost center.

Success Discipline Area : Administrative - Accounts Payables

Success Level Objective: Liaison with cost center managers, vendors, and the business office to ensure timely payment for all accounts payables due and within the 10, 15, 30 day net time periods established.