Aim

LSC aim to provide software support at a level governed by the usage of particular products. Queries on software designated as strategic will be answered immediately. At the least, all additional software requests may be available for packaging for remote install and distribution.

Service Description

Software Support Levels

Support levels offered by LSC for software are based on the response users are likely to get when they make a query to LSC. Strategic software will normally be supported at level 2. Specialist software will be supported to at least level 1. Specialist packages requested by a user for their own use may be installed on LSC equipment, but support in this case will be at level 0.

The support levels are:

• Level 2: LSC can probably answer basic queries immediately. If it cannot answer, the query is passed to an expert who will attempt to contact the enquirer.
  • If the documentation supplied with the package is not considered adequate to allow the package to be used, local documentation is provided. Training on using the package is offered at least as self-training material.
• Level 1: LSC will probably need to pass the query on to an expert who may be able to respond within 10 working days.
  • Although it is unlikely that specialist documentation or training is available from LSC, we will provide general advice on using the software on LSC standard desktop systems. LSC will deal with queries concerning the installation of the software, e.g. it fails to run.
• Level 0: Training and documentation is arranged by the user. LSC will deal with queries concerning the installation of the software, e.g. it fails to run.
  • Any software not listed should be assumed to be supported at level 0 at best.

The support status of software is reviewed as an ongoing process. Advice is sought from staff on whether upgrades are required and LSC also take into consideration the demand for training and the availability of support from suppliers. Items do not have their support status downgraded in a major way without due notice to users.

Although named experts may appear in support documentation, queries should in the first instance be made via LSC as other members of the team may be able to help if the author is not available. The list of supported packages and their support levels will be maintained on the LSC support website.

Note: Regarding software support, overall emphasis is on helping the user to do his, or her, own work. Where requests for assistance are regarded as excessive, LSC reserve the right to confirm the need for such assistance with the PI or student’s supervisor.

Windows Software Support

Apple Software Support

User Responsibilities

• Be aware of LSC support level for help on required software.
• Be aware of licensing requirements for any software the user installs.
• Report any software problem accurately and completely. Use the web form if available, failing this, report by telephone, email or direct to the IT Office. Users should include the room, telephone contact number and the workstation equipment/asset number.
• Refer to available documentation and on-line help before consulting Help Desk.
• Make use of any available training resources (workshops, paper documentation, videos and computer based training materials).

Service Targets

An update of support information will be completed at least once a year.