Field Services recharge rates for FY25

The rate for IT Field Services has been approved for FY25.

This year, a new computer provisioning fee of $25 is being introduced. This fee will be applied the first time a university computer is provisioned by Anchorage campus IT Services, independent of how the computer is purchased. This is a flat fee to onboard the computer to the UAA environment, which includes security compliance and management policies, provisioning, configuration, initial patches/updates and creating an asset record.

The computer provisioning fee goes into effect Monday, Dec. 2, 2024. Any computer quotes provided by IT services before this date will be exempt from computer provisioning fee if the order is placed within five business days of the quote being provided to the department.

The Field Services labor rate for billable services has increased to $120 per hour, the first-rate increase in six years. JVs for FY25 Field Services workorders will start being processed immediately.

Billable services include:

• Immediate Service (Work Stop) - Gives the requestor the option to pay for immediate service if waiting in a first-come, first-serve queue is not acceptable based on the nature of the issue or other extenuating circumstances. Includes after-hours support, such as emergency requests for the Field Services team that occur after working hours.
• New Data Transfers Between Computers - data transfers between computers require significant time and enables unsupported behavior. IT recommends storing data in one of the cloud storage solutions provided by the university or a network drive.
• Labs - A computer lab is billed for services beyond simple software updates deployed automatically. University laptops checked out to students as part of a loan/check out service are not included as a lab.
• Facilities Projects - Usually involve new buildouts or moving of computer equipment. New AV design, build, and testing or moving computer equipment.
• On Site Event Support - Occasionally, on-site support services are requested to support campus events that are not university classes. This includes all event support where a technician is required to be on site before, during, or after an event.
• Point of Sale (POS) Support - Provides support for the POS system, which includes hardware support, installations, upgrades and general maintenance across the UAA Anchorage campus. This includes both permanent installations and temporary or event equipment.
• Other Projects - These often large and specialized work efforts require major time investments due to detailed analysis, research and planning and usually require several technicians to simultaneously implement. Most have an inflexible timeline and do not fit the first-come/first-serve model.
• Out of Warranty Repairs - Labor charges for hardware repairs performed on a computer that is not covered under warranty.
• Personal Requests - Requests that are personal in nature or on personal equipment.
• Non-standard UA-owned hardware/equipment - Labor charges for hardware or equipment that is not standard UA equipment (Standard Dell and Apple computers).
• Unsupported Software - Software not covered by software assurance/maintenance or not supported at UAA.
• Managed Print - Service requests for UAA's managed print workstations and printers. Note that departments are not charged for this work. The Managed Print service incurs these costs.
• Deptartment Digital Signage - Starting in FY24, service requests for Digital Signage owned by departments. These are stand-alone digital displays which departments own and operate.

The FY25 Data & Communications Recharge rates are currently in progress and will be announced in the upcoming weeks. The Data & Communications rate methodology was updated in FY23 to be based on employee headcount to better align with services provided such as cybersecurity, network connectivity, data, and telephones.

Questions concerning the Field Services Recharge and Data & Communications Recharge rates and IT billing can be directed to the UAA IT Business Office at [email protected].