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UMKC Support Levels

The following model explains the three levels of technical support offered by Information Services. Supported products have been categorized according to this system and can be referenced in the Support Matrix.

Please visit our Support Matrix page for a list of the numerous software packages that UMKC Support Services provides technical support (for UMKC faculty and staff).

Level I -- Campus-Wide Support

Information Services makes a strong commitment to providing advanced support including the installation, configuration, usage and troubleshooting of these products. Many times, the support resources for these systems will be outside the Information Services organization, such as at the UM System level; however, support issues will be routed to the supporting group accordingly.

Level I products have the following characteristics:

  • Critical to the University mission
  • Widely used across campus
  • Evaluated as being one of the top products in its class
  • Runs adequately on computers meeting the UMKC standards for new microcomputers
  • Sufficient support resources exist
  • Valid licenses exist

Level II -- Specialized Support

Distributed support personnel outside the Information Services organization support products at this level. Information Services personnel may be involved in the installation of these specialized systems; however, limited or no support for the usage of these products will be given. Information Services staff may also be able to suggest alternate avenues for additional support.

Level II products have the following characteristics:

  • Critical to the University mission
  • Highly-specialized, niche software
  • Not accessible at a campus-wide level
  • No guarantee of running on computers meeting the UMKC standards for new microcomputers
  • Sufficient support resources exist
  • Valid licenses exist

Level III -- No Support

All other products will not be supported by Information Services. Products at this level will not be displayed on the Support Matrix.

Level III products have one or more of the following characteristics:

  • Not vital to the University mission
  • Not Year 2000 compliant
  • No valid license exists
  • No support expertise or resources for the product exists in Information Services


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