Revision Date:2013-04-30
Revision Number:1.4
Policy Information:
Software Support Standards Definition
Note: Full and Partial support only applies to NAU computers on campus. NAU-related work or software support at home is limited to phone support.
Fully Supported Software
For fully supported software, ITS will: maintain course offerings, CBT (Computer-Based Training) or video training material on use of software packages; provide a resolution for questions pertaining to the application; and have at least two support technicians experienced in the use of the application.
Windows
- Windows 7, XP
- Microsoft Office 2007, Office 2010:
- Access, Excel, Word, PowerPoint, Outlook, and Publisher
- Internet Explorer 9
- NAU Download Packages
- Sophos Anti-Virus
- NAU WebMail
- Microsoft Lync 2010 and 2013
Mac
- OS X 10.5 Leopard, 10.6 Snow Leopard, 10.7 Lion and 10.8 Mountain Lion.
- Microsoft Office 2008, Office 2011:
- Excel, Word, PowerPoint and Entourage/Outlook
- Microsoft Lync for Macintosh
- Sophos Anti-Virus
- NAU Download Packages
- NAU WebMail
- Browsers—Since there isn't a single Macintosh browser that all NAU web-based software will run on, Firefox and Safari are partially supported browsers for the Mac. We recommend installing both browsers so you can swap between them to run your applications.
SharePoint
The following functions of SharePoint are considered fully supported by ITS:
- Changing the look and feel of your SharePoint site
- Adding users
- Setting permissions
- Lists and libraries
- Uploading documents
- Creating documents
- Document checkout/checkin
- Creating subsites
- Recycle bin
Any items or processes that require the use of SharePoint Designer are considered unsupported.
Partially Supported Software (Windows and Mac)
For partially supported software, ITS will: provide a resolution for standard questions pertaining to the application; maintain at least one technician experienced in the use of the application.
- Adobe Creative Suite
- InDesign, Photoshop, Illustrator, Acrobat, and Dreamweaver
- Mozilla Firefox Extended Service Release
- Google Chrome browser for the Web Content Management System (Web CMS) only
- Safari
- Microsoft FrontPage
Partially Supported Software (Mobile Devices)
ITS provides connectivity-related support for a variety of mobile devices listed below. This support includes assistance connecting to campus wireless (WiFi) networks, the NAU VPN, and to our Exchange server to access email, contacts, and calendars for the following types of devices:
- Apple iPad, iPhone, and iPod Touch
- Android-based smartphones and tablets using Touchdown for Exchange connectivity
- Windows Phone 7 and 8 smartphones
- Windows 8 RT tablet devices
- Blackberry Z10, Q10 or newer smartphones
Not Supported
Due to resource constraints, both human and financial, ITS is unable to support applications not listed under Full or Partial support. If departments require central ITS support of unsupported products, please contact the Solution Center at 928-523-1511 to schedule a consultation. Options may include service-level agreement with ITS to explore funding options for the increased support demands.
Licensing
NAU carries a site license for supported packages unless noted otherwise. This means the software can be installed on NAU-owned computers or home computers used for NAU business; however Full and Partial support only applies to NAU computers on campus. NAU-related work or software support at home is limited to phone support.
Exceptions to the site license are:
- Microsoft products, which must follow the guidelines of the Microsoft Enrollment for Education Solutions (Formerly Campus Agreement)
- Adobe(Macromedia) products—departments must purchase individual licenses. NAU has a CLP(volume licensing) contract with Adobe for deep discounts on all Adobe products. Visit our Adobe purchasing page for information on how to order.
Policy Documents: