Western Carolina University

Service Description

WCU provides access to and offers support for a broad list of software titles. We have broken this list into three categories, based on the amount of support we offer.

1) Standard Software

Software which is standard on University-owned computers. This software receives full support, which  includes:

• Providing licensed copy of software (where license is necessary)
• Installation of the software
• Troubleshooting and diagnosis of any problem
• Training and support available

 

Categories	Titles	Version
Operating System	Windows XP Pro	SP3 ONLY Retiring Aug 1, 2013
	Windows 7 Enterprise
	Apple OS X v 10.7	Lion
	Apple OS X v 10.8	Mountain Lion
	Office Suite	Microsoft Office for Windows     Microsoft Office for Mac	2007 (all service packs) 2010 (all service packs)   2008 (all service packs) 2011 (all service packs)
Email Client	Microsoft	Outlook 2010 & 2007 for Windows Outlook 2011 for Mac Entourage 2008
Anti-Virus	Symantec	12.+
Internet Browser	Microsoft Internet Explorer (PC Only)	8 & 9
	Firefox (PC and Mac)	3.5 +
	Safari (Mac only)	4.0 +
	Plugins – Flash Player (PC and Mac)	10 & 11
	Java	6 +
Media Player	Microsoft Media Player (PC only)	11 & 12
	Quicktime (PC and Mac)	7 +
	Apple iTunes (PC and Mac)	10 +
Application Viewer	Acrobat Reader	9 +
	Visio Viewer	2010
VPN Client	Juniper Network Connect	7.1.0
Wireless	“WCU” & “WCU Guest”	n/a

2) Curriculum Specific Software

Academic departments may utilize curriculum specific software for teaching. This software can be installed on individual computers or in the electronic classrooms.

This software receives limited support, which includes:

• Installation of the software
• Troubleshooting and diagnosis of problems
• Limited training and support
• Support may be dictated by a service-level agreement with the department

Curriculum Specific Software List:

• GIS software (see GIS Support document)
• SPSS and SAS (see Research Software Support document)
• ATLAS.ti (see Research Software Support document)
• Fathom 2
• Fitnessgram 8
• Idrisi Taiga
• MATLab
• Psychology Research
• SketchPad
• Research Insight

3) Best Effort Software

All other software, not listed in the two categories above, is supported at a Best Effort level.

Best Effort support includes:

• Help installing the software
• Limited troubleshooting
• Limited or training available
• Response and resolution times do not apply.
• Significant staff resources will not be allocated

Requirements/Limitations

1) Standard Software
Depends on the individual software title

2) Curriculum Specific Software
Depends on the individual software title

3) Best Effort Software
Depends on the individual software title

Eligibility

1) Standard Software
Faculty, Staff, Students

2) Curriculum Specific Software
Depends on the individual software title

3) Best Effort Software
Depends on the individual software title

Service Availability

Many of the software tools on the Standard Software list are available on demand as they are installed on all WCU computers or can be requested to be installed on WCU computers.

Curriculum Specific Software will be available to users as the license agreements dictates as well as where the software is available on the WCU campus.

Other software is generally available in specific offices such as the Faculty Sandbox or the Technology Commons that are open Monday-Friday 8:00-5:00 by walk-in service or by appointment.

IT’s Role

Defined above in software types (standard, curriculum, best effort).

Support

1) Standard Software
Students – Visit the Technology Commons or contact the IT Help Desk
Faculty – Visit the Sandbox at the Coulter Faculty Commons or contact the IT Help Desk
Staff – Contact the IT Help Desk

2) Curriculum Specific Software
Supported at the WCU campus locations including Cullowhee, Enka and UNC Asheville.

Students – Visit the Technology Commons or contact the IT Help Desk
Faculty – Visit the Sandbox at the Coulter Faculty Commons or contact the IT Help Desk. We will also work with Faculty introduce the software to your classes. This service is available to all faculty in face-to-face or online classes offered at WCU.
Staff – Contact the IT Help Desk

3) Best Effort Software
Students – Visit the Technology Commons or contact the IT Help Desk
Faculty – Visit the Sandbox at the Coulter Faculty Commons or contact the IT Help Desk.
Staff – Contact the IT Help Desk.

Contact the IT Help Desk
Monday-Friday, 8 a.m.-5 p.m.
Closed weekends and university holidays
Call: 227-7487 or 866-928-7487 (toll free)
E-mail: ithelp@wcu.edu
Log in: Online Help Desk/IT Self-Service <http://ithelp.wcu.edu/> 
Faculty and Staff
username – wcu\WCU account username
password – WCU account password
Students
username – wcu\Catamount account username
password – your PIN or password

Visit the Technology Commons
On the ground floor of Hunter Library
For walk-up technology assistance for faculty, staff and students
We’re open the same hours as Hunter Library

For More Information

2) Curriculum Specific Software
Curriculum specific software that faculty members or their departments provide can be installed on their computers or in the classrooms. The software must be able to work across the WCU network and must be properly licensed. Contact the IT Help Desk (7487) with these requests. The faculty member will be asked to provide the software media (disks, CD, DVD), proof of license, and installation documentation. There is a minimum two-week leadtime to allow time to get the software installed, have the faculty member test it to make sure it is operational, and do any necessary workstation setup in the EC and general student labs.

Other Resources

Software Downloads for Personally-owned Computers

Software in the Open Access Computer Labs

Charge for this Service

No charge