Software Support: Level Definitions

Software Support Level Definitions

Level 1: Support is available for commonly used functions and facilities of the package.
Level 2: Support is available for commonly used functions and facilities of the package, but access to this support may require advance booking and consultation.  
Level 3: Access to support for specific functionality may be available but is very limited and access to it will always require advance booking and consultation.
Level 4: IT Services cannot provide support for the use of this software.

Opening Hours v Support Levels

Semester Time       Other Times  
  Level 1, 2, 3 Level 1     Level 1, 2, 3
Monday to Thursday 8:30 to 17:00 17:00 to 21:45   Monday to Thursday 8:30 to 16:45
Friday 8:30 to 16:30 16:30 to 18:45   Friday 8:30 to 16:15
Saturday N/A N/A   Saturday N/A
Sunday N/A N/A   Sunday N/A

Software Support Levels

Software Support Level Licenses Training Demo
    Opening Access Teaching Area Editing Suites S6 Basic Advanced  
Audacity 2 10 21 7 16 ✔   ✔
Acrobat Pro 4 10 21 7 16      
Dreamweaver 3 10 21 7 16 ✔    
Excel 2 10 21 7 16      
Final Cut Express 2 0 21 0 0 ✔ ✔ ✔
Fireworks 4 10 21 7 16      
Flash 3 10 21 7 16      
FrameForge 4 0 7 0 0      
GarageBand 1 10 21 7 16 ✔    
iDVD 1 10 21 7 16 ✔ ✔ ✔
Illustrator 3 10 21 7 16      
iMovie 1 10 21 7 16 ✔ ✔ ✔
InDesign 2 10 21 7 16 ✔ ✔ ✔
Isadora 3 0 9 0 0 ✔   ✔
Photoshop 2 10 21 7 16 ✔ ✔ ✔
PowerPoint 2 10 21 7 16      
Second Life 4 10 21 0 16      
Sibelius* 4 10 21 0 16      
Word 1 10 21 7 16      
                 
Edit Suite Specialist Software Support Level Licenses Training Demo / Induction
    Open Access Teaching Area Editing Suites S6 Basic Advanced  
AfterEffects 4 0 0 7 0      
Cinema Tools 3 0 0 7 0      
Color 4 0 0 7 0      
Compressor 3 0 0 7 0      
DVD Studio Pro 2 0 0 7 0 ✔ ✔ ✔
Final Cut Pro 2 0 0 7 0 ✔ ✔ ✔
Modul8 3 0 0 7 0 ✔   ✔
Motion 3 0 0 7 0 ✔    
Soundtrack Pro 4 0 0 7 0      

* Sibelius is installed on 47 machines but there are only 17 concurrent licenses.  Therefore only 17 users can use it simultaneously.