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Tiered Support System

Tier 1Support

Basic to Limited Advanced Features Support

• All Microsoft Office Suite Applications ( 2000 and '97 )
  • [ MS Outlook is e-mail client support only ]
• Microsoft Photo Editor
• Microsoft Paint
• Microsoft Internet Explorer (5.0 and up)
• Microsoft Notepad
• Microsoft WordPad
• Windows 2000
• WebMail
  • How to use IU Webmail at IU Northwest
  • IU Webmail Common Tasks and troubleshooting
• Symantec Anti-Virus
• IU NetIDs (iun.edu e-mail, Oncourse, etc.) [ students, staff, & faculty ]
• Adobe Acrobat

Note:

For advanced-features support beyond the phone consultation limits, an e-mail will be prepared citing Help Files reference and/or URL citing support material

Tier 2 Support

Basic Features Support Only

Software Supported at this Level

• Corel Office Suite 2000
• Netscape Navigator
• Netscape Composer
  

Note:

For basic-features support beyond the phone consultation limits, an e-mail will be prepared citing Help Files reference and/or URL citing support material

Tier 3 Support

No Support is Available for Software not Listed

• No Support is Available for Specialized Instructional Software

Please Note:

Software not listed in either Tier 1 or 2 is not supported by The IT Help Desk. The IT Help Desk personnel will attempt to direct customer to support services available on-line or to make a referral.

The IT Help Desk does not offer any support for installation or hardware issues on non-IUN machines. Please contact your software vendor for support services.