Hourly Service Calls
ACCC Desktop Support technicians will provide hardware and software support for university-owned computers and peripherals between 9:00am and 4:00pm (excluding holidays). This paid service, which is based on a $55 per hour charge and payable via a Miscellaneous Stores/Service Requisition voucher, is available for departments on campus that do not have their own dedicated technical (REACH) support staff. Hourly service calls are scheduled within 2 business days.
Hourly Service Calls can be scheduled with a minimum of two-business days notice to provide the following services:
- Installation, configuration, and troubleshooting of university-owned computer hardware and peripherals
- Installation, configuration, and troubleshooting of university-supported software
- Consultation with departments on recommended computer/peripheral replacements
- Assist departments with university mandated technology initiatives/projects
- Requests for this service must be approved by the unit’s business manager.
- 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 ACCC technicians. These include Lenovo (found at http://cdwg.com/accc) and Dell computers (found on iBuy), along with Apple computers
Hourly Service Calls are charged at a rate of $55 per hour (or part thereof) with a minimum charge of 1 hour, payable through a Miscellaneous Stores/Service Requisition voucher that must be ready when the ACCC staff member arrives.
Service Level Agreement
|Service Request Fulfillment Time||Scheduled within 2 Business Days|
|Incident Resolution Time||Varies depending on the severity level of the technical issue, availability of the staff/faculty member, their machine, and time needed to resolve the technical (hardware, software or both) issue and if replacement hardware parts are required. Best effort is put towards resolving the incident in no more than 7 business days.|
|Service Availability||Available Monday through Friday between 9:00am and 4:00pm (excluding holidays)|
|Maintenance Window(s)||There are no maintenance windows|
|Service Notification Channel(s)||Direct email with clients|
|Reviewed to Ensure SLA Meets Business Requirements||Provisional SLA|
|Date Reviewed||Provisional SLA|
|Service Owner: Anthony Marino|