Service Levels

In our continuing effort to provide excellent service for CLAS computer users we have developed an enhanced service-based support structure. The CLAS IT Group offers four service levels that provide varying degrees of security, support, and flexibility - PREMIUM, STANDARD, MACINTOSH and LIMITED.

The PREMIUM and STANDARD service levels are based upon Microsoft's System Center Configuration Manager (SCCM), while the MACINTOSH service level is based on JAMF's Casper Suite; both of which allow the CLAS Information Technology Group to distribute software and manage computers remotely.

Through these two different management suites, the CLAS Information Technology Group can ensure that a computer has all needed security updates and patches as well as updating/installing various applications (depending on your service level).

What This Means to You...

If you choose thePREMIUM service level:

• Microsoft Windows operating system and updates installed for you
• Updates for CLAS-supported software installed automatically
• Other approved applications installed and maintained manually upon request
• Configured for use with the HawkID login system
• Optimal security protection for your data
• Highest level of security against malware and possible threats
• Minimal interruption and greatest convenience for you
• Fastest response time for service requests

If you choose theSTANDARD service level:

• Microsoft Windows operating system and updates installed for you
• Core applications and updates automatically installed for you
• Configured for use with the HawkID login system
• Mid-level security protection for your data
• Allows administrative rights for user upon request
• CLAS IT Group is not responsible for software you install
• Local hard drive access may be possible
• Average response time for service requests

If you choose theMACINTOSH service level:

• Apple Macintosh operating system and updates installed for you
• Core applications and updates automatically installed for you
• Configured for use with the HawkID login system
• Minimal security protection for your data
• Allows administrative rights for user upon request
• CLAS IT Group is not responsible for software you install
• Local hard drive access may be possible
• Average response time for service requests

If you choose theLIMITED service level:

• Microsoft Windows operating system and core applications installed for you
• Configured for use with the HawkID login system
• Minimal security protection for your data
• You are responsible for system maintenance and updates
• Lowest priority for service requests

How to Choose a Service Level...

Click HERE to view a chart

CLAS Core Applications...

The following applications will be installed on all PREMIUM, STANDARD, or MACINTOSH service level machines. They will also be automatically updated and/or maintained by the CLAS IT Support Staff.

Microsoft Windows	Apple Macintosh
Adobe Flash Player Adobe Reader Adobe Shockwave Anixis PPE Client Apple QuickTime Citrix XenApp Client Identity Finder Microsoft Office Mozilla Firefox Sun Java RE Symantec EndPoint Protection	Adobe Flash Player Adobe Reader Adobe Shockwave Citrix XenApp Client Fetch Hummingbird HostExplorer Microsoft Office Mozilla Firefox SmithMicro StuffIt Expander Symantec AntiVirus Telestream Flip4Mac

Sample Scenario1 Operating System Updates...

A critical security update for your operating system is released that fixes major security flaws.

CLAS PREMIUM/STANDARD/MACINTOSH Service Customers: The CLAS IT Group may create a simple deployment package for the critical security update and assign it to automatically install on your computer immediately for your protection. All other CLAS machines: You are responsible for updating your operating system. To do this, you need to interrupt your work to install the system update. Some users may not be aware of the severity of the update and the importance of having the critical update applied promptly. Although an automatic Macintosh or Windows operating system update service may detect, download, and install the update behind the scenes, this may not happen fast enough and could leave your machine open to malicious intrusion. It’s possible your entire computer may need to be reinstalled - and you may even lose important data!

Sample Scenario2: Application Installations...

A new version of QuickTime is released that fixes a security related issue and/or contains new useful codecs.

CLAS PREMIUM/STANDARD/MACINTOSH Service Customers: The CLAS IT Group may create a simple application deployment package for the new version of QuickTime and assign it to automatically install on your computer during off-hours for your convenience. All other CLAS machines: You are responsible for updating QuickTime. This is not an attractive option because it may be time consuming. However, without this update, your machine could possibly be open to malicious intrusion.