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Queen's University
 

Direct Computer Support

 

Taking the best of our Onsite Service and Departmental Support Program, ITServices’ IT Support Centre (ITSC) is introducing a new service that better serves the support requirements of an individual while considering the financial impact of maintaining systems within a department.

 

Getting Started

Who Can Have It?

 

This service is available to Queen's faculty, staff, and departments who use either Windows or Macintosh desktops or laptops. Tablets and mobile devices are not currently covered under this program.

 

Are There Any Costs?

 

Standard Practice Coverage ($500/computer/year)


  • Direct access to dedicated departmental support hotline and web form
  • 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 ITServices
  • Advice on how to get support for software not supported by ITServices

 

Best Practice Coverage ($300/computer/year)


This option includes everything in base level coverage, but with the addition of the following “managed desktop” features, reducing your annual fee by $200/computer/year!

 

  • Software standardization, including Windows, Office, and antivirus protection
  • Active Directory accounts for file and print sharing, including 1 GB of storage
  • Remote access to your file share
  • Loaner machine in case of hardware or software issue if onsite repair will take longer than half an hour
  • Encryption

 

Note: For a one-time fee of $150, we will assist you in converting a computer from Standard Practice Coverage. Fee covers labour cost for installing software, as well as yearly fees for Active Directory and Remote Access services.

 

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 cancellation fee of $200 will be charged. There is no cancellation fee to any computer that has been registered in the program for at least 12 months.

 

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 cancellation fee of $200 will be charged. There is no cancellation fee to any computer that has been registered in the program for at least 12 months.

 

Additional Information

For more information on the Support Centre's Support models, please open this document.

 

Availability

Monday to Friday from 8:30am 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.

 



Kingston, Ontario, Canada K7L 3N6 613.533.2000