1.  Fully Supported Software or applications (e.g. Windows XP, Mulberry, 
	Corptime):
-----------------------------------------------
We support installation and configuration of OS/Application.
We answer questions about how to use it.
We ensure that core services will work with it.
We help to resolve bugs with the vendor.
We document installation and configuration (e.g. Getting Started Guide)
We identify a primary 2nd-level consultant.
The H-C will handle calls about it.
We will adjust remedy to ensure an escalation process is available (e.g. CTI)

Other optional steps for fully supported items:
----------------------------------------------
We may offer training courses.
We may offer additional documentation (e.g. Troubleshooting Guides)
We may make it available in clusters.
We may modify installer to support internal configurations.


2.  Download Supported Items (e.g. X-win32, HP-Printer Drivers):
----------------------------------------------------
We make it available for download from myandrew (or other).
We test the installers.
We document any known problems.
We summarize the license agreements.


Other optional steps for download support items:
-----------------------------------------
We may build and/or customize the installer.
We may write installation instructions.
We may include license codes.
We may write remedy solutions related to problems or questions.


3.  Documentation Supported Software (e.g. apple airport):
-----------------------------------------------
We provide web documentation, but we don't resolve questions about
	it.

Other optional steps:
--------------------
We may refer people to external websites when they ask questions.

4.  Training Support (e.g.DreamWeaver, FileMaker):
-------------------------------------------
We offer training classes on application.

Optional Steps:
-------------
We may develop specific user documentation.
Instructors may help with specific user questions (not via remedy).


5.  Un-Supported software - but it should work (e.g. imap/pop clients):
-----------------------------------------------

Optional steps:
We may provide documentation on how-to configure it.  
We may look at servers to see if there is something that prevents the
	usage of this application.

6.  Software Support for internal use (e.g. zephyr, userserv, remedy, all kinds
	of server stuff):
----------------------------------------
We keep it running because we need it.
When we don't need it anymore, we may terminate it with little
	or no notice.
We change this stuff as needed.

7.  Best Effort (e.g. DSL Customers)
------------------------------------
We can't seem to avoid questions/problems from these customers.
We try to test their questions on supported services (e.g. Modem Pool)
Old operating system questions.


8.  Contract Support (e.g. DSP, Computer Repair, Amanda backups, 
	webservices, etc.)
--------------------------------------
Subject to terms of a contract we will perform duties for clients

Optional:
--------
We will likely encourage customers to use technologies that
	are already supported internally or recommended.


9.  Banned Software and/or Services (e.g. DHCP Servers)
-----------------------------------------

If you call with a question, we will tell you that it is banned.

Optional Steps:
---------------
We may actively seek you out and remove you from the network.