Information Technology Services
Information Technology Services

Direct Computer Support

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 includes direct access and immediate response of Level 2 support, facilitated support of warranty based issues and the availability of a loaner laptop to temporarily replace a users computer during repair.

Getting Started

Who Can Have It?

This service is available to Queen's faculty, staff, and departments who have Windows based computer systems that meets "Best Practices Requirements (see below)".  The easiest way to meet "Best Practice" is to purchase a  "Queen's Standardized System" as purchased through the Dell Premiere website, or you may re-image an existing computer to meet Best Practice.

Are There Any Costs And What Does It Include?

bullet iconDirect Computer Coverage ($300/computer/year)

  • Direct access to dedicated departmental support hotline and web form
  • Transport of machine from user site to software depot, and return
  • Priority repair queue for any registered computer that is in the software depot
  • 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
    • Base software only is supported on the loaner laptop


What is Best Practice?

bullet iconWindows Best Practice is

  • Windows 10 Education
  • Encrypted with Windows BitLocker
  • Joined to Active Directory domain
  • Contains No Local Data - all data will be saved to Windows FileShare or OneDrive for Business
  • Managed via SCCM 
  • Runs SCEP antivirus
  • Runs latest version of MS Office
  • Has supported web browsers
  • Runs only supported software as listed on the ITS supported software list ( unless it is required for the business need of the unit, in which case ITS will provide best effort to assist the user and vendor to install and/or resolve issues )
  • Is connected to managed network printers as opposed to local printers
  • Has peripheral devices that are required for administrative tasks (label printer for example)
  • User accounts are standard user accounts only (administrative access can be granted if required and approved)



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.


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.