Library & Technology Services
ACIS Policy #1
Software Policy
Original effective date:
Purpose
This document outlines acquisition and review policies and the assignment of support levels for software used by
Acquisition
Library & Technology Services (LTS) acquires software that is requested by Lehigh faculty and staff, and/or recommended by LTS staff for campus-wide usage. Decisions about purchases and planning are undertaken by the LTS Software Committee in close consultation with faculty. Funding priority is given to applications that address a wide range of disciplines for instruction, research, and productivity (e.g., SPSS, Maple, Microsoft Office suites) and to software to be used with a course or for development of course materials. Items considered when evaluating software for acquisition and support include, but are not necessarily limited to: the number of potential users on campus; initial and ongoing costs; the ability of the software to run on Lehigh's computing systems; comparisons with other software of the same type; industry trends; and the level of staff support needed. If LTS concludes that it is not possible to provide support, then the requester must assume local responsibility and appoint a support liaison.
Support Levels
LTS provides three levels of software support to Lehigh computing clients: full, limited, and no support. Each operating system and application that is made available by LTS falls into one of these support levels. This is true for all platforms and distribution methods including the Application Servers (serving Windows-based software to the public computing sites and classrooms, university departments, and W.I.R.E.D./student residential), and High Performance Computing servers. In selected cases, LTS will also provide limited support for software not installed on LTS computing systems.
Full Support
Full support is given to software useful to broad segments of the University. LTS encourages clients to adopt fully supported software whenever possible. LTS staff and consultants provide installation services, technical support, and training for this software. LTS strives to develop in-depth knowledge about these applications and will pursue solutions to problems that may arise in their use at Lehigh. Training is provided, based on need, through the LTS seminar series or cooperative arrangements with departments. LTS also maintains vendor and local documentation as needed.
LTS also provides within a reasonable time current versions of fully supported software on its computing systems. Software upgrades are executed with a view to minimizing disruption for clients. Before an upgrade, appropriate user groups are contacted by Client Services team members to ascertain potential problems and arrive at an upgrade date. Upgrades affecting clients will be announced two months prior to execution.
Limited Support
Limited support is assigned to software for which there is less need to recommend a standard or to provide a full range of services. This category of software is generally useful to fewer clients than is the case for full support software. The assignment of limited support is based on current client need and LTS resources. The consultant(s) will be familiar with this software and will provide installation and technical support. If a consultant is unable to answer a question, she or he may suggest strategies for resolving problems, or suggest other sources of assistance such as a vendor knowledge base or user groups. Training is not provided for limited support software. LTS may have vendor documentation for reference, and may have developed local documentation.
No Support
Upon client request, LTS may install on its computing systems discipline-specific software obtained on behalf of a University Department. LTS also installs on its computing systems software which is intended to provide a convenience -- through ease of accessibility -- to clients. For software installed under either of these two conditions, LTS does not provide technical support, training, or local documentation. Support must be provided through an academic department support liaison, the software vendor, or through user groups. LTS may have vendor documentation available for reference.
Support Assignments and Changes
At the time of a software acquisition, a support level is assigned. For software in the “no support” category, an academic department support liaison needs to be identified by the requesting department. Current software is evaluated annually for relevance to the Lehigh community, hardware and software support investment, and price increases. A list is maintained on the Web that specifies support level and support consultants for each application. The support level list is reviewed and modified twice a year by Client Services functional team leaders.
Effective date: April 2000
Last revised: April 2005