Service Charges on IT Services are implemented to encourage clients (users) to adhere to SU Standards for Computer Hardware, Operating Systems and Applications.
Each department is unique and might have specialized application. There are additional fees involved in certain areas/functions that are for the users account. This is to ensure that every client is catered for. One user or group of users is not able to monopolies IT time.
WHY ARE SERVICE CHARGES LEVIED?
- To encourage standards – long product lifecycle contributes to a standardized infrastructure.- Limited manpower – IT doesn’t have the resources to support every available product, operating system and/or application.- Efficiency, focus on selected, better support.
HOW DO WE SET STANDARDS?
- Equipment – value for money, total cost to owner, service record.- Image Stability – users downtime is limited- Stable driver set – compatibility between drivers and software are tested to limit conflicts.
HOW DO STANDARDS INFLUENCE SERVICE LEVELS?
- Resolve problems quicker- Spares on campus- Direct help from suppliers
CURRENT SERVICE CHARGES
SERVICE LEVEL CRITERIA
1. Priority Level critical, urgent, normal, none 2. ConditionsSU standard, warranty 3. Service Charge Categoryall paid, partially free, all free
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