Wheaton College Norton, Massachusetts
Wheaton College
Technology

Technology Support Service Level Agreements and standard software

We are dedicated to answering and resolving all calls and emails to our department, as soon as possible, in the order that they are received. The only time that we will deviate from this procedure is if a college-owned computer system or application is not working. We will then respond to this call immediately.

Please refer to this table to see what services we provide and a listing of the standard software we support. We also list the level of support that is provided.

SERVICES LEVEL OF SUPPORT
Email services Software, login/password assistance
Personal and Shared network folder space "How to" support
Network connectivity "How to" and troubleshooting support
Administrative LIS training room scheduling For room scheduling call 3900
Printing services Troubleshooting support
Technology orientations Email, file services, introduction to Wheaton's networked community
HARDWARE LEVEL OF SUPPORT
Computers
Printers
Scanners
PDAs
"How to" and troubleshooting support. Diagnosing, maintaining and repairing (Campus owned equipment only. PDA hardware repairs are not included).
OPERATING SYSTEMS LEVEL OF SUPPORT
Mac OS X 10.9.x
Windows 7
"How to", troubleshooting, maintaining, and upgrading support
WORD PROCESSING SOFTWARE LEVEL OF SUPPORT
MS Office
(Word, Excel, & PowerPoint)
"How to", troubleshooting, maintaining, and upgrading support
DATABASE SOFTWARE LEVEL OF SUPPORT
FileMaker Pro Installation only
PUBLISHING SOFTWARE LEVEL OF SUPPORT
Photoshop "How to", troubleshooting, maintaining, and upgrading support
Microsoft Publisher (Windows Only) "How to", troubleshooting, maintaining, and upgrading support
SCHEDULING SOFTWARE LEVEL OF SUPPORT
Google Calendar "How to", troubleshooting, and maintaining
BROWSER SOFTWARE LEVEL OF SUPPORT
Internet Explorer
(Default Browser)
"How to", troubleshooting, maintaining, and upgrading support
Safari "How to", troubleshooting, maintaining, and upgrading support
Firefox "How to", troubleshooting, maintaining, and upgrading support
PDF READER LEVEL OF SUPPORT
Adobe Acrobat "How to", troubleshooting, maintaining, and upgrading support
EMAIL SOFTWARE LEVEL OF SUPPORT
Thunderbird "How to", troubleshooting, maintaining, and upgrading support
Gmail "How to", troubleshooting, and maintaining
REMOTE COMPUTING LEVEL OF SUPPORT
VPN Installation assistance
ANTI-VIRUS SOFTWARE LEVEL OF SUPPORT
ESET Nod32
Windows and Mac platform
"How to", troubleshooting, maintaining, and upgrading support
BUSINESS SOFTWARE LEVEL OF SUPPORT
Banner Connectivity issues
TRAINING LEVEL OF SUPPORT
Standard Software Demo, introduction, special function, troubleshooting, and maintaining.

For more information regarding software and services supported please contact Technology Support at 3900.

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