This document includes some background on the Managed Workstation service (MWS), what is included in the Managed Workstation rate, and what services are billable at the hourly consulting services rate.
- What is included in the Managed Workstation rate
- What is billable
- Support Managed Workstation will not provide
The managed workstation service goal is to provide workstations to customers in a known state, including a number of management mechanisms to keep the workstation updated, functioning, and useful. The service design also allows the customer to customize that state. The customer can also use the workstation with other UW services, but the Managed Workstation service does not provide or support those other services.
There are 2 components to the support provided by the Managed Workstation service: The Monthly Service Rate and the Consulting Service. The monthly service rate includes a baseline level of user support. User support outside of that monthly service boundary is generally charged at our consulting rate. This allows customers to only pay the additional consulting rate when user support is needed.
Consulting work is prioritized after work within the Managed Workstation service boundaries, i.e. we staff primarily for providing the services provided by the Managed Workstation rate. Managed Workstation only budgets staff resources for a modest amount of consulting work based primarily on the prior year’s demand. More significant requests or sharp increases in demand will experience delays.
We have tried to enumerate what services are included and what services are billable, however neither list that follows is exhaustive. We can’t help with every IT problem, but we are open to considering any IT-related request and can often point you toward the service you need if your request falls outside our workstation management expertise.
|Up to 1 hour per customer account per fiscal year of IT consulting with regards to business needs.||We listen to your business goals, provide suggestions about existing service offerings, and partner with you to find solutions.|
|Up to 1 hour per customer account per fiscal year providing computer hardware consulting||You get specific recommendations that meet your computer hardware needs.|
|User support that consists of directing a customer to UW-IT documentation|
|User support that consists of directing a customer to another UW-IT service|
|User support that consists of spending 5 minutes talking a customer through UW-IT documentation|
|User support for a Managed Workstation capability that has no self-service mechanism||Situations where you can’t fulfill your own request.
Common examples include:
|When a Managed Workstation service capability is broken or not working as designed||User support related to a solution that enables you to continue to use that capability is included in the Managed Workstation rate.
Common examples include:
|Software package creation at no additional cost for any software that can be released to anyone at the UW|
|Rebuilding a Managed Workstation that has been compromised.||We will re-image an existing MWS computer with the current standard MWS image. If data transfer, additional application installation, special configuration, or travel to your site is required, that work is billable.|
|Request fulfillment for “claiming” your computer.||This associates the computer with your department, budget and activates a variety of settings and configuration we provide.|
|Any onsite visit|
|Any remote desktop support session.|
|Having us image your Managed Workstation||Full service Managed Workstation setup|
|Software package creation beyond 1 hour for any software that cannot be released to everyone at the UW.||For software that won’t be published organization-wide we provide 1 hour with the MWS rate and any additional time required is charged at consulting rates|
|Assistance adding third party software by installing the software manually|
|Assistance with ordering computers, and tracking status on orders you placed|
|Analysis of your IT problem.||
|Help with Exchange||Please reference our Exchange support document.|
|Handling interactions with another UW-IT service on your behalf.||We are unable to request changes which only you are authorized to make.|
|Asking us to move file content from Managed Workstation file services to a non-Managed Workstation file service location|
|Warranty extension||If your computer qualifies we can help you extend the warranty|
|Full service repairs for computers under warranty||We handle all the interactions with the vendor for you.|
|Troubleshooting or fixing computers which are not a managed workstation.||
Support Managed Workstation will not provide
The following list is not exhaustive and was generated based on past requests we’ve considered together with capabilities for which we are not the most effective choice.
|Computers not owned by the UW||UW rules and state law prohibit state employees from working on computers that are not owned by the UW, unless the computer is owned by a entity that has a grant or contract with the UW and the computer is owned by that entity but used by UW faculty, staff, or students for that grant or contract.|
|Group Management||Customers should work with the team supporting the Groups Service. All legacy MWS groups should be transitioned to customer owned and managed, and we will assist in that transition at no additional cost.|
|Printer hardware setup or repair||Customers should work with UW Print Service for this service.|
|Computer hardware repair||Customers should work directly with their hardware vendor for repair service.
Note: we are happy to handle warranty interactions with your vendor at consulting rates.
|Any request for IT assistance that requires that Managed Workstation be responsible for the design and maintenance of IT capabilities outside the Managed Workstation service||This need may be met by other UW-IT consulting services.
Common examples include: