ITSD - Unsupported

For various reasons there are requests made by customers that are not supported by CIT under any circumstances. Reference information also at IT@Cornell. 

Reasons for declining support

• Security risk
• Unlikely to result in a positive outcome, or will only lead to more support needs for the user
• A retired or obsolete service 
• Against university policy, laws, or regulations
• Insufficient knowledge available to provide support and the benefit to the university of acquiring that knowledge is less than the cost to the university of getting it
• The best path to resolution is to switch to a supported option (such as upgrading from an unsupported version of an application to a supported one)

Logging the ticket

• Create a service request
• Categorize the ticket in TeamDynamix (TDX) as Service: Non-Service / Unsupported

Communicating to the customer

• Use the response template Decline Support for Legal/policy Reasons to communicate to the customer
  
  
   
• Escalate to your manager if needed 

For a list of currently offered services refer to the services list on IT@Cornell