ITS

Information Technology Services
Information Technology Services

Direct Computer Support

Taking the best of our Onsite Service and Departmental Support Program, Information Technology Services' IT Support Centre (ITSC) offers Direct Computer Support. This service is tailored to quickly address desktop computing issues by providing yearly flat fee support that would otherwise be queued and fee based.

We simplify IT by providing priority IT support

Getting Started

Who Can Have It?

As of May 2016, this service is available to Queen's faculty, staff, and departments who have Windows based computer systems that meets "Best Practices Requirements" and if purchased after May 1st, it needs to be a  "Queen's Standardized systems" as purchased through the Dell Premiere website.  Departments who wish to join the DCS program after May 1st, 2016 and who have existing systems purchased before May 1st, 2016 will still be allowed into the DCS program.  These existing computers will be assessed by ITServices and configured to meet our 'Windows Best Practice' model.

Are There Any Costs?

 

bullet iconBest Practice Coverage ($300/computer/year)

  • Direct access to dedicated departmental support hotline and web form
  • Accounts on Windows File Service with Remote Access
  • Remote assistance for diagnosis and repair
  • Onsite support as needed
  • Transport of machine from user site to software depot, and return
  • Priority repair queue for any registered computer that is in the software depot
  • Support for all software supported by ITS
  • Warranty hardware service will be facilitated by ITS
  • Loaner machine in case of hardware or software issue if onsite repair will take longer than half an hour

ITS recognizes that administrative departments may require specialized administrative software not listed on the campus wide supported software list. This software is often required to complete a task that is not possible with the programs listed on the Supported Software page. All specialized software will need to be approved, sourced and maintained by the department. ITS will provide best effort assistance in the installation of the software, which may also include providing temporary administrative access to a user, vendor or consultant arranged by the department. This extension of support is meant to help departments requiring a specialized program for administrative functions and is not meant as a method to avoid the requirement that systems need to meet Best Practice Coverage. Specialized software will not be supported on loaner systems.

 

bullet icon** No Longer Offered as of May 2016 **  Standard Practice Coverage ($500/computer/year)

  • Direct access to dedicated departmental support hotline and web form
  • Accounts on Windows File Service with Remote Access if requested
  • Remote assistance for diagnosis and repair
  • Onsite support as needed
  • Transport of machine from user site to repair depot, and return
  • Priority repair queue for any registered computer that is in the repair depot
  • Support for all software supported by ITS
  • Advice on how to get support for software not supported by ITS
  • Warranty hardware service will be preformed by Micro Repair.
  • Loaner laptop is not available and other arrangements for a temporary computer is the responsibility of the department.

Note: For Windows based computers purchased before May 1, 2016, departments have the option to pay a one-time fee of $150, to have ITS configure an older computer to meet Best Practice standards. Fee covers labour cost for installing system and application software and configuring the computer to meet the requirements below.

 

bullet iconWindows Best Practice for a Managed Desktop

  •  ITS supported version of Windows that supports Bitlocker.  New computers and re-imaged systems will be Windows 10 Enterprise
  • Encrypted with Windows BitLocker
  • Joined to Active Directory domain
  • No Local Data - all data will be saved to Windows FileShare or OneDrive for Business
  • SCCM for desktop management
  • SCEP antivirus
  • Latest version of MS Office
  • Supported web browsers
  • Additional software must be listed on the ITS supported software list
  • Managed network printers
  • Peripheral devices that are required for administrative tasks (label printer for example)
  • Remote access to network file shares (VPN AnyConnect or Terminal Services)
  • Standard user account only (ITAdmin would have access to an administrative password)
  • Software installs will be completed by ITS or ITAdmin only

Support Comparison Chart

 

Direct Computer Support Program Best Practice

*Standard *

 * No Longer Offered as of May 1, 2016 *

 General
DCS - Telephone Support Included Included Included
Windows Based OS Included Included Included
Mac OSX Not Included Included Included
Onsite Support Included Included Service Fees
Remote Computer Support Included Included Included
Loaner Laptop Included Not Available Not Available
Active Directory - File & Print Sharing Included Optional Optional
25 GB of Data Space Included Optional Optional
Managed Services for Windows Remote Access Server Included Optional Optional
System Centre Configuration Manager (SCCM) Included Optional Not Included
Software Depot Service Included Included Service Fees
Warranty Repair Facilitated by ITS Included Included Not Available
Unsupported Software (Best Effort) Not Included Included Included
Peripheral Support (Standard Office Peripheral's) Included Included

Included


 

How Do I Get It?

Contact IT Support Centre by calling 613.533.6666 during business hours or by filling out the online help form.

How Do I Discontinue It?

A computer being registered in the Best Practices model will be charged $25 a month with a minimum commitment of one year. If the computer is removed prior to one full year, a one-time cancelation fee of $200 will be charged. There is no cancelation fee to any computer that has been registered in the program for at least 12 months.

** Discontinued as of May 1st 2016**  - A computer being registered in the Standard Practice model will be charged $41.67 a month with a minimum commitment of one year. If the computer is removed prior to one full year, a one-time cancelation fee of $200 will be charged. There is no cancelation fee to any computer that has been registered in the program for at least 12 months.

Availability

Monday to Friday from 8:30 am to 4:30 pm with the exception of any university closures.

Service Level Objective

Please see the links below for Service Level Objectives:

Governing IT Policies

Users of this service are governed by the following policies, failure to comply may result, at a minimum, with suspension of service:

Help & Support

Contact the IT Support Centre by calling 613.533.6666 during regular business hours or by filling out the online help form.