Contracted On-Site Support

What Is It?

Dedicated support staff provide a two-hour response time for technical support requests for university-owned computers and peripherals for the contracted department between 8:00am and 5:00pm. After-hours support for emergencies is available, as is support for university-supported video conferencing systems. Additional benefits such as a single point of contact for the department's IT needs and active software management are also provided. Contracted Support is charged annually based on the number of devices being supported.

Features

  • Two-hour response time, and availability of after-hours support for emergencies
  • Dedicated staff member (or portion of staff member’s time, based on the size of supported department)
  • Single point of contact for IT needs for the department
  • Proactive support of full life cycle of computers and peripherals from procurement to asset retirement
  • Active software management of covered computers, including the provision of standard software and controlled release of security patches and antivirus updates
  • Assistance with university-supported video conferencing systems
  • Personal device assistance for connection to University email

Requirements

  • Supported devices must be university-owned
  • In order to provide the best level of service, we recommend purchasing standard configurations that can be directly serviced and repaired by Technology Solutions technicians
    • These include Lenovo and Dell computers (found on iBuy), along with Apple computers

Who Is Eligible To Use It?

  • Staff
  • Faculty

Where Can I Get It?

If your unit is currently supported by this service, select the Request Support button to the right of this page. If your unit is not currently covered by a support contract with Technology Solutions, please visit our Hourly Service Calls page to request an individual support call.

Any university department can reach out to Technology Solutions to discuss their support needs. If you are interested in engaging Technology Solutions for a new contracted support arrangement, please fill out our consultation request form to schedule a meeting.

How Much Does It Cost?

This service is self-supported, meaning there are costs for this service. Currently, the rate for support is $425 per supported machine, per year. Additional scope of support has additional costs, identified through discussion with the requesting unit. Payment is made annually for the supported department.

How Can I Get Support?

Simply fill out the Request Support form to the right of this page and our staff will reach out to you.

Service Levels

Service Request Fulfillment Time Response within 2 business hours, fulfillment dependent on scale of the request.
Incident Resolution Time Response within 2 business hours, resolution dependent on severity of the incident.
Service Availability Monday through Friday, 8:00am to 5:00pm
Options for additional support coverage
Maintenance Window(s) None
Service Notification Channel(s) Direct with contracted clients.
 
Request Support

Details

Service ID: 461
Created
Mon 12/21/20 7:38 PM
Modified
Tue 7/20/21 12:17 PM
Service Owner
This person is accountable for the overall performance of this service. This is not a support contact.
Service Review Date
Date of the most recent review of this service.
12/23/2020