Field Services Recharge Rates for FY23

The rate for IT Field Services has been approved for FY23. The Field Services labor rate for billable services remains at $100 per hour. JVs for FY23 Field Services workorders will start being processed this week.

Billable services include:

•   Immediate service (work stoppage) - 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.

•   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.

•   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.

•   Facilities Projects – Usually involve new buildouts or moving of computer equipment.

•   On Site Event Support – Occasionally, on-site support services are requested to support campus events that are not university classes. This is changing from previous years to now include all event support where a technician is required to be on site before, during, or after an event.

•   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.

•   Non-standard UA-owned hardware/equipment – Labor charges for hardware or equipment that is not standard UA equipment such as standard Dell and Apple computers.

•   Unsupported Software – Software not covered by software assurance/maintenance or not supported at UAA.

•   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.

The Data & Communications (Telecommunication) Recharge rates are currently in progress and will be announced in the upcoming weeks. The rate methodology for Data & Communications is being updated for FY23 to be based on employee headcount to better align with services provided such as cybersecurity, network connectivity, data, and telephones. Additional details for this methodology change will be included when with the rate announcement.

Questions concerning the Field Services Recharge and Data & Communications Recharge rates, or billing can be directed to the UAA IT Business Office at uaa_ITBusinessOffice@alaska.ed u.

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