Service Level Agreements (SLA) - Frequently Asked Questions
What software products will be supported? Software standards will be created after IT examines industry trends, support costs, and has discussions with departments about what applications they are using. Software will fall into three levels of support: Primary (gold), Secondary (silver) or Unsupported.
| Installation | Configuration | Application Support | |
| Primary (Gold) | yes | yes | yes |
| Secondary (Silver) | yes | yes | no |
| Unsupported | no | no | no |
What if a software program we use is not supported? We can discuss options, such as recommending an application with similar functionality. Many departments already use applications that IT will install, but for which they provide no support.
What hardware products will be supported? We will support computers that are under warranty maintenance contracts and that have fully licensed software loaded. We highly recommend purchasing computers made by the approved vendors listed in the Rice Technology Marketplace: http://www.rice.edu/market/
How can I learn more? Don’t hesitate to talk to your computing support staff, and/or contact Rick Peterson, IT Director of Academic and Research Computing at rick@rice.edu or x4222, or visit our web site at:
