Service Alerts (1 New)

ITS User Services

Pricing

Pricing for these options is based on a combination of average staff salaries, the skill level necessary to provide needed support, and the average amount of time spent supporting different types of equipment. All prices are for an annual contract; some options can be prorated for contracts that do not start at the beginning of a fiscal year and apply to managed systems (physical or virtual).

The price information below applies to FY 2009-2010. Pricing will be reviewed annually. For more detailed information on how prices are set, see the ITS Rate Change Policies.

Desktop Support

Service Cost / year (Standard) Cost / year (Complex)
Windows and Macintosh
For desktops or laptops.		 $195 $256
Linux Desktop Support
For desktops or laptops.		 $325 $487

A desktop is defined as complex if it meets two or more of the following criteria:

  1. The system is running server-like services (e.g., AFP, SSH, HTTP, MySQL);
  2. No remote management/access is available to the ITS support staff;
  3. Special effort is necessary to address regulatory requirements to assure data integrity and/or confidentiality;
  4. Complex third party applications are installed and used heavily (e.g., Adobe Creative Suite, Matlab, SPSS, SAS);
  5. The system is accessed remotely by more than one non-ITS support staff;
  6. Non-ITS support staff requires root access or administrator access.

A desktop is defined as standard if it meets one or fewer of the above criteria.

Server Support

Service Cost / year (Standard) Cost / year (Complex)
Windows Server $1,404 per server $2,807 per server
Macintosh Server $2,269 per year $4,538 per year
Unix/Linux Server $2,808 per year $5,054 per year

A server is defined as complex if it meets any one of the following criteria:

  1. Special effort is necessary to address regulatory requirements to assure data availability, integrity or confidentiality.
  2. The server provides multiple essential services to the customer (e.g., SSH, HTTP, NFS).
  3. The server performs one or more specialized functions which historically has required ITS to dedicate a significant amount of time per year to support (e.g., SQL, MS Exchange).
  4. Non-ITS support staff requires root or administrator access.

A server is defined as standard if:

  1. The server performs a function(s) that historically has required ITS to dedicate an average or standard amount of time per year to support.
  2. The server can be supported using standard, routine maintenance and patching.

Lab Support

Service Cost / year
Lab Image Support
Hardware dependent		 $2,613 per image
Lab Hardware Support
Hardware inventory and warranty management		 $12 per machine
Lab Proctors $12 per hour
To estimate your cost, use the following formula:

(number of images x $2,613) image support
  + (number of machines x $12) optional hardware support
  + (number of proctors x hours worked x $12) optional lab proctors
= your annual cost

Call Center Support

Service Cost / year
Call Center Base Charge
Includes knowledge base maintenance, report generation and presentation, and relationship management.		 $2,130
Call Center FTE Charge
Reflects the average number of calls we expect per FTE in your department.		 $2.80 per FTE
Remedy Fixed License (initial / renewal cost)
This license allows the holder to alter support tickets they have created or been assigned and is ideal for departments with a frequent need to alter support tickets.		 $1,285 / $248
Remedy Floating License (initial / renewal cost)
This license can be shared non-concurrently by multiple people, allowing the holder to alter support tickets they have created or been assigned. It is ideal for departments with an infrequent need to alter support tickets.		 $3,184 / $591
To estimate your cost, use the following formula:

$2,130 base charge
  + (number of supported FTEs in your department x $2.80)
  + your Remedy license cost
= your annual cost

Consultations and Projects

Consultations and projects are priced at an hourly rate depending on the skill set needed.