Information technology tools and resources at the UW
What does the Managed Workstation rate include?
‘What does the Managed Workstation rate cover and what costs more via the consulting rate?’
This document explains what is included in the Managed Workstation rate, some background, and what is billable at an hourly consulting rate.
Background: Design and a guideline
The Managed Workstation service is complex. The service goal is to provide a workstation in a known state with a number of mechanisms to keep it updated, functioning, and useful. But the service design allows the customer to change that state, possibly introducing things that lead to a workstation that is broken in some way. The customer can use the workstation with many other services, but the Managed Workstation service does not provide or support those other services.
The Managed Workstation service rate intentionally includes a very minimal amount of user support. Almost all user support is charged at our consulting rate, so that when you have a need for support, only you pay. This is a fair approach–you only pay for what you need. If you have no need for user support then you only pay the Managed Workstation service rate. If you have a lot of need for user support then you pay more for what you need.
Let’s examine the “almost all user support is charged at the consulting rate” statement in more detail. It’d be sufficiently less confusing for you as a customer if we could replace “almost all” with “all.” But the reality is that there are a number of things which we can’t in good conscience charge you more for–so we’re providing those things as part of the rate.
One helpful guideline: if not every one of our customers need assistance with what you are requesting, then it is very likely billable. This is not always true, however, which is why it is only a guideline.
So with that introduction, let’s move to more specific information on this question. There are two ways to approach the details–what is included in the Managed Workstation service rate, and what is not. We can exhaustively enumerate what is included, but we can’t exhaustively list what is billable because we are open to helping with any IT problem (note: we won’t necessarily help with any IT problem, but we are open to considering anything IT related). We think both lists will be useful to you, so we’ve included both approaches.
- 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, i.e. situations where you can’t fulfill your own request. Examples include:
- Setting permissions on Nebula file services (i:\groups included, locations which are Windows File Service based are not)
- Transitioning a Nebula group to your Groups Service namespace (i.e. moving u_nebula_<yourGroup> to u_<yourStem>_<yourGroup>)
- Setting a VPN eligibility group, file service eligibility group, or home directory eligibility group for your department that is different than your general eligibility group
- Reporting that a Managed Workstation service capability is not working as designed, and getting a workaround so you can continue to use that capability. Examples of Managed Workstation capabilities:
- Managed Workstation VPN
- Managed Workstation file services (H:\ drive, i:\groups, or Windows file service)
- Sophos client definition updates
- Windows updates
- Managed Workstation group policy updates, including Windows firewall configuration and some other Windows settings
- Managed Workstation OS image as provided via OS deployment server (Lite Touch)
- Software Delivery as provided by the Software Center mechanism on your Managed Workstation
- Asking about budget charges or refund fulfillment
- Requests to reserve the Managed Workstation training room
- Up to 20 minutes assistance transitioning from a Nebula2 user account to a NETID user account
- Request fulfillment for “claiming” your computer. This associates it with your department, budget and activates a variety of settings and configuration we provide.
Note: this list is not exhaustive
- Any onsite visit
- Any remote desktop support session.
- Having us image your Managed Workstation, i.e. full service Managed Workstation setup
- Assistance adding third party software by designing a package for it or by installing the software by itself
- Assistance with ordering computers, and tracking status on orders you placed
- Analysis of your IT problem. Common examples include:
- ‘We have files many layers deep under i:\groups. Can “joe” see file X? How do we change the permissions so “joe” can’t see file X?’
- ‘My software doesn’t work right. Why is it not working?’
- ‘I can’t get access to X (where X is not a Managed Workstation capability). Please help us fix it.’
- ‘What computer hardware should I order so it can run X?’
- ‘Which group memberships does Sally have? I’m asking because I think Joe should have a similar set of groups.’ Note: we will not make the membership changes, but we can do the analysis for you.
- Help with Exchange. Note: Exchange support for which there is a documented solution is covered by the Managed Workstation rate.
- Handling interactions with another UW-IT service on your behalf. Note: we have a limitation here, in that we can’t request changes which only you are authorized to make.
- Any group management (the only exception is transitioning your Managed Workstation group to a self-managed Group Service namespace). Note: We do not provide Group Service group management on a recurring basis. If you need that, we would need to design a cost-recovery offering for that because there are a lot of implications which require clear expectations. We also no longer provide Managed Workstation group membership management (those groups which are used to control access to i:\groups locations); if you need a Managed Workstation group change, you’ll need to transition to a self-managed Groups Service group.
- Asking us to move or restructure your files within the Managed Workstation file services or from the Managed Workstation file services to another location
- Rebuilding a Managed Workstation that has been compromised. Note: compromised Managed Workstations cannot continue to remain in service, so you either need to rebuild it or we’ll remove it from our service to protect other customers and our services.
- Warranty extension, if your computer qualifies we can help you extend your warranty
- Full service repairs for computers under warranty; we handle all the interactions with the vendor for you.