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 | |
| 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 | |
| Mac OS X 10.x.x or higher Windows XP Pro | "How to", troubleshooting, maintaining, and upgrading support |
| WORD PROCESSING SOFTWARE | |
| MS Office (Word, Excel, & PowerPoint) | "How to", troubleshooting, maintaining, and upgrading support |
| DATABASE SOFTWARE | |
| FileMaker Pro | "How to", troubleshooting, maintaining, and upgrading support |
| PUBLISHING SOFTWARE | |
| Photoshop | "How to", troubleshooting, maintaining, and upgrading support |
| PageMaker | "How to", troubleshooting, maintaining, and upgrading support |
| MicroSoft Publisher (Windows Only) | "How to", troubleshooting, maintaining, and upgrading support |
| SCHEDULING SOFTWARE | |
| Meeting Maker | "How to", troubleshooting, maintaining, PDA, and upgrading support |
| BROWSER SOFTWARE | |
| 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 | |
| Adobe Acrobat | "How to", troubleshooting, maintaining, and upgrading support |
| EMAIL SOFTWARE | |
| Thunderbird | "How to", troubleshooting, maintaining, and upgrading support |
| Webmail | "How to", troubleshooting, maintaining, and upgrading support |
| REMOTE COMPUTING | |
| VPN | Installation assistance |
| ANTI-VIRUS SOFTWARE | |
| VirusScan (until 6.30.09) Windows platform | "How to", troubleshooting, maintaining, and upgrading support |
| Virex (until 6.30.09) Macintosh platform | "How to", troubleshooting, maintaining, and upgrading support |
| BUSINESS SOFTWARE | |
| Banner | Connectivity issues. Desktop shortcuts |
| TRAINING | |
| Standard Software | Demo, introduction, special function, troubleshooting, and maintaining. |
For more information regarding software and services supported please contact Technology Support at 3900.