Support levels are attached to our services so you can understand our level of expertise and state of readiness. 

Fully Supported = NSS will fully support this HS/SW technology or service including consulting, training, implementing, troubleshooting, and maintenance. The general criterion for full support is as follows:

• Considered core server, network, or datacenter infrastructure services.
• Heavily used by one or more agencies or related to public safety.
• High level of expertise among NSS staff.
• Support documentation and or agreements are in place.

Limited Support =  NSS has some experience and training for this technology or service and will provide support. Referral to outside vendor support may become necessary. The general criterion for limited support is as follows:

• Technology is not traditionally considered core network/server infrastructure or a part of data center management.
• Technology is unique or is in limited use.
• Limited expertise among NSS staff is available.
• Support documentation may be available.

Best Effort Support = NSS has familiarity with, and will make reasonable efforts to answer questions or resolve issues as time permits. Referral to outside vendor support may become necessary. The general criterion for best effort support is as follows:

• Technology is not core network/server infrastructure or a part of data center management.
• Technology is used exclusively by a few users.
• No expertise among NSS staff, software or technology may be highly specialized.
• Cutting edge or legacy software or technology. 

Not Supported = NSS staff will not install, configure or provide answers for this software or technology, but will provide alternatives if available. The general criterion for technology and no support is as follows:

• A cheaper and or better alternative is already the supported standard. Quality of service is degraded without adhering to minimal standards.
• Technology violates the policies for one or more partner agencies. We provide centralized services for multiple agencies, all of our technical solutions should meet minimums for all agencies.
• Software is known to cause issues or disrupt the County or partner IT services.