What is IT Servicess Hourly Computer Support?
• Services described above under Primary Computer Support when performed on non-supported computers will be billed hourly. Supported computers will take priority over all hourly billed work, though “emergencies” such as downed systems, grant/conference deadlines may occasionally cause the hourly work to take precedence. • Installation of application software. • Consultation and administration of lab specific installations, e.g. extensive reorganization of file systems or debugging complex networked configurations, performance analysis. • Local printer support. • Support for applications which are not widely deployed. Billed at hourly rate, or at cost of service. • Hardware upgrades, e.g. custom work upgrading motherboards, complex addition of additional or unusually complicated peripherals. • Charges may be made at the hourly rate if, in the judgement of IT Services, normally supported tasks must be repeated due to self administration of computers, e.g. removal of functional anti-virus
IT Services’s Hourly Computer Support cost depends on many factors.
· Type and quality of response provided by the supplier
· Supplier’s capability to commit to deadlines
· Performance and efficiency
· Customer services provided by the supplier
· Complaint management
· Location
