Computing Services Support Contracts
Effective July 1, 2013
Users of Windows or Mac desktops and laptops, as well as users of Linux desktops may choose between two support contacts:
- Full Support at $325 / year [available only to comnputers less than 5.5 years old]
- Limited Support at $130 / year for fiscal year 2013 (July 1, 2013 – June 30, 2014).
Users may also opt out of support contracts entirely ($0), with the understanding that no services will be provided for their hardware by ICS.
[See the details of the support contracts: for Windows, for Macs, and for Linux.]
For services and types of hardware not covered by a support contract (e.g. network printers) users will have an option to pay an hourly rate of $45 / hour, with the minimum charge of $45. Work requiring more than one hour will be charged in half-hour increments.
Support Contract Request Form.
Frequently Asked Questions
Will I be able to transfer support contract from one computer to another?
Full Support coverage may be transferred to a new computer one time during a fiscal year. Limited Support coverage may not be transferred to a new computer.
If I don’t subscribe to either support option, am I eligible to get services at an hourly rate?
Alas, no. If you opt not to purchase a support option, you are stating, in essence, that you don’t need any support, and that’s what we take into consideration when planning ICS support resources. The only exception are network printers, for which there are no support contracts.
If I just need to connect to the network, will I have to pay a "connectivity fee"?
No, there is no such fee. All SPH faculty, students, and staff can connect to the Internet via our network (wired or wireless).
Do I have to provide a shortcode when requesting services charged at an hourly rate?
Yes. All persons requesting services that are not covered by the support contract must provide a shortcode to charge and, if needed, departmental authorization for the charges at the time services are requested.
If I buy a computer several months into a fiscal year, do I have to pay the full fee?
If you purchase a computer more than 6 months before the end of the fiscal year, you will have to pay the full fee. For computers purchased with less than 6 months of fiscal year remaining, half of the fee for Full Support will be assessed. Charges for Limited Support remain the same, regardless of the time of the year.
I cannot predict whether I will actually need support, so is it OK to wait until I do, before getting a support contract?
No. It would be akin to holding off on purchasing health or car insurance until you get sick or have an accident, and expecting to be covered. Support contracts can only be purchased at the beginning of each fiscal year, with exceptions made for newly purchased computers.
Can I purchase Limited Support for my PC or Mac and then "upgrade" to Full Support later?
Unfortunately, switching between different support contracts on the same computer is not possible during a fiscal year. However, you are welcome to choose a different level of support at the beginning of the next fiscal year. Keep in mind that your eligibility for Full Support will depend on the type of hardware in question and its age.
For Help Desk Assistance contact the SPH Computing Services Help Desk by e-mail at email@example.com or by phone at 936-1247. For questions concerning billing contact Vlad Wielbut by e-mail at firstname.lastname@example.org.