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Pricing

Pricing for these options is based on a combination of average staff salaries, the skill level necessary to provide needed support, and the average amount of time spent supporting different types of equipment. All prices are for an annual contract; some options can be prorated for contracts that do not start at the beginning of a fiscal year and apply to managed systems (physical or virtual).

The price information below applies to FY 2009-2010. Pricing will be reviewed annually. For more detailed information on how prices are set, see the ITS Rate Change Policies.

Desktop Support

Service	Cost / year
Standard desktop	$195
Complex desktop	$380

A desktop is defined as complex if it meets two or more of the following criteria:

The system is running server-like services (e.g., AFP, SSH, HTTP, MySQL);
No remote management/access is available to the ITS support staff;
Special effort is necessary to address regulatory requirements to assure data integrity and/or confidentiality;
Complex third party applications are installed and used heavily (e.g., Autodesk Applications, Matlab, SPSS, SAS);
Non-ITS support staff requires root access or administrator access;
Windows operating system older than XP; MAC operating system older than 10.5;
Hardware is 5 years or older;
Non-standard hardware (custom built, falls outside of campus approved models, such as Dell, HP, Lenovo, Apple);
System with Dual boot operating system.

A desktop is defined as standard if it meets one or fewer of the above criteria.

Server Support

Service	Cost / year (Standard)	Cost / year (Complex)
Windows Server	$1,404 per server	$2,807 per server
Unix/Linux Server	$2,808 per year	$5,054 per year

A server is defined as complex if it meets any one of the following criteria:

Special effort is necessary to address regulatory requirements to assure data availability, integrity or confidentiality.
The server provides multiple essential services to the customer (e.g., SSH, HTTP, NFS).
The server performs one or more specialized functions which historically has required ITS to dedicate a significant amount of time per year to support (e.g., SQL, MS Exchange).
Non-ITS support staff requires root or administrator access.

A server is defined as standard if:

The server performs a function(s) that historically has required ITS to dedicate an average or standard amount of time per year to support.
The server can be supported using standard, routine maintenance and patching.

Lab Support

Service	Cost / year
Lab Image Support Hardware dependent	$2,613 per image
Lab Hardware Support Hardware inventory and warranty management	$12 per machine
Lab Proctors	$12 per hour

To estimate your cost, use the following formula:
(number of images x $2,613) image support
+ (number of machines x $12) optional hardware support
+ (number of proctors x hours worked x $12) optional lab proctors
= your annual cost

Call Center Support

Service	Cost / year
Call Center Base Charge Includes knowledge base maintenance, report generation and presentation, and relationship management.	$2,130
Call Center FTE Charge Reflects the average number of calls we expect per FTE in your department.	$2.80 per FTE
Footprints Fixed License (initial / renewal cost) This license allows the holder to alter support tickets they have created or been assigned and is ideal for departments with a frequent need to alter support tickets.	Call for pricing
Footprints Floating License (initial / renewal cost) This license can be shared non-concurrently by multiple people, allowing the holder to alter support tickets they have created or been assigned. It is ideal for departments with an infrequent need to alter support tickets.	Call for pricing

To estimate your cost, use the following formula:
$2,130 base charge
+ (number of supported FTEs in your department x $2.80)
+ your Footprints license cost
= your annual cost