ITS Individual Computing Support & Compatibility Guidelines
Definition: “Supported by ITS”
What does “Supported by ITS” mean?
- Through the UVA Help Desk, ITS will provide general assistance phone, chat and email-based Technical Support for end-users of ITS Services used with our supported OSes, Web Browsers*, Mail Clients*, Office Suites and Individual Computing Devices.
- ITS will provide advanced (Tier 2) phone, email or by appointment support from the Infrastructure Support team for ITS Services used with our supported OSes, Web Browsers*, Mail Clients*, Office Suites and Individual Computing Devices.
- For all ITS Services, service owners will actively pursue
compatibility with our supported OSes, Web Browsers*, Mail Clients*, Office
Suites and Individual Computing Devices.
- When individual services cannot be made compatible with supported OSes, Web Browsers*, Mail Clients*, Office Suites or Individual Computing Devices, ITS Service owners will publish and maintain the exception on the service's information page and provide the URL for inclusion on the list of ITS supported computing technologies.
* Web Browsers & Email Clients: Special Statement on Support
You are welcome to use any web browser or email client you wish, as long as it is modern and has current security patches installed.
If you are having trouble with an ITS-supported service and contact the UVA Help Desk, the help desk advisor may ask you to switch to a supported browser temporarily for troubleshooting. If the supported browser also does not work, the Help Desk will continue troubleshooting and open an incident for resolution.
Microsoft (like all cloud email providers) makes very regular (up to daily) changes to their email systems for security reasons and to provide enhancements. Unfortunately, ITS has no connection to non-Microsoft clients (like Thunderbird or MacMail) and cannot guarantee these other email clients will keep up in a timely manner with the changes that are pushed out by Microsoft on this continuous cycle. Microsoft, however, commits to keeping Outlook and Outlook Web App (OWA) 100% compatible with this ever-changing "evergreen" environment.
You are welcome to use Thunderbird, MacMail, and other non-Microsoft email clients that work for you. If you chose to use an unsupported client, we suggest you have a backup option of a supported mail client, such as Outlook or Outlook Web App (OWA) installed and available for times that your mail client is not up-to-date on changes and fixes. While ITS hopes changes that cause your email client to "break" do not occur often, they are likely to happen, as has already been experienced since the ITS upgrade to Office 365.
If you have trouble with your email client, the UVA Help Desk will ask you to try one of the supported email clients. If the supported client works, you may need to contact your email client's manufacturer to report the issue. If the supported email client does not work, the Help Desk will open an incident for resolution.
What "end of support" or "unsupported" means
"End of support" means that we will no longer test for compatibility or actively pursue compatibility with ITS Services, or provide end-user support with ITS Services on unsupported versions of OSes, browsers, software packages, etc. Old versions of these technologies may still be used unless a compatibility or security issue is discovered. If a rare future problem is found, patches or changes will not be actively made for unsupported technologies while we focus on making services compatible with supported technologies.