Core Services Catalogue - BCIT

Service level objective
Service level targets and deadlines:
All IT Services supported labs will have appropriate licensed software for
classes taught in each particular lab.
Requests for new lab software installs must be submitted by the following
dates:
See Knowledge Base Article
Requests for modification to installed software:
- Requests received one week before term start will be addressed
before term start.
- Requests received will be collected during the first 2 weeks of
day school term start and will be completed in the 3 rd week.
Lab Image (for Private / Restricted labs):
Available for the first week of term:
Fall Term: 3 rd week of August
Winter Term: 1 st week of January
Spring Term: 1 st week of April
Customers of this service
Staff:
All instructional staff are eligible for the following software image support for
computers in their labs during the timeframes listed above:
� Addition of new (licensed) software
� Upgrades to existing software
� Removal of old software
� Major operating system upgrades and other major changes are a joint
decision between IT Services and the Academic Technology Advisory
Committee. (These are completed annually during the summer.)
� Advice on bulk licensing and purchasing agreements
Affiliates:
Support will be provided as outlined in your Service Level Agreement.
Not included:
� Training on the use of installed lab software (for staff or students)
� Software images for labs with unsupported hardware (See Appendix I)
� Software that is no longer supported by the vendor
� Academic software support on administrative software images
� Beta software and unlicensed products (including evaluation versions) on
the images
Desktop Services
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