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IT Support (Dedicated-Support agreement) 🔗 Copied!

Contracted hardware and software support for faculty, staff, and supported units, delivered through phone, remote, and on-site assistance.

Service Description

The On-Site Support Team provides paid, contracted support services for client iT needs including desktops, software applications, and business-related technical devices. Support is available through phone, remote, and onsite delivery based on client needs. The team also offers guidance to faculties or units on technology planning, procurement options, and strategies to ensure reliable and secure operations.

Audiences: faculty staff

How to Request or Use the Service

Create a JIRA ticket to the Onsite Team Email: wts-onsite@uwo.ca

What You Need To Use The Service

  • Service Purchase Agreement or On-Demand paid request required.
  • Create a JIRA ticket to the Onsite Team

Service Details

Status:

Active
Service Availability:
Business Hours: Mon - Fri: 8:30am - 4:30pm ET
Maintenance Window:

N/A: No defined maintenance window for this service offering.
Feedback:

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Service Charges:

Dedicated Support Service: Provides a committed portion of a technician's time onsite. Minimum 1-month commitment. Pricing:

  • Internal: $55.00/hour for one day per week (20% FTE) support.
  • Affiliate: $66.00/hour for one day per week (20% FTE) support.
  • On-Demand: Billable at standard WTS Computer Support Services rates. If units commit to larger volumes of contracted services, discounts are applied to standard hourly rates:
  • 6% discount for 17.5 hours/week (50%+ FTE).
  • 12% discount for 35 hours/week or more (100%+ FTE).

More information on service charges: Visit the website.
Support Contact:

Create a JIRA ticket to the Onsite Team Email: wts-onsite@uwo.ca
Documentation:

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