Overview
Field Services provides desktop computing support services to the UAA Anchorage campus and metropolitan area UA community. The majority of services are centrally funded and provided at no charge. Select services that are not centrally funded incur a billable labor charge.
For FY25, a new Computer Provisioning fee of $25 per computer is being introduced and goes into effect Monday, December 2, 2024, and 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 on board the computer to the UAA environment, which includes security compliance and management policies, provisioning, configuration, initial patches/updates, and creating an asset record.
The Field Services labor rate for billable services has increased to $120 per hour, the first-rate increase in six years. New billable services include AV design, build, and testing, or moving computer equipment for Facilities projects and data transfers between computers.
Journal Vouchers (JVs) for FY25 Field Services work orders will start being processed immediately.
Field Services Central
These services are centrally funded and provided to university departments at no additional charge. Services that do not incur a labor charge are non-urgent in nature and are generally handled on a first-come, first-serve basis. Some requests may be handled in a slightly different order due to the type of problem, geographic location, technician availability or to ensure efficient use of university resources. Services are available to employees of the UA system located in the Anchorage bowl geographic area and employees travelling to this area. Service to visiting faculty, contractors, and other non-UA individuals conducting business on campus is provided on a best effort basis as resources allow. Technician-to-technician support is available to community campuses.
- Desktop technical services provided at the customer location.
- Hardware and software troubleshooting and repair.
- Hardware and software purchase processing, including research and advice, selection, ordering, receiving, and delivery and installation at the customer site.
- Standard set up and imaging for university owned equipment used as part of a student laptop check out program.
- Forensics - Typically requested by General Counsel or Risk Management. Infrequent, but highly time consuming, specialized technical services.
- Warranty work (Dell and Apple).
- Mass computer replacements.
- Secure computer decommissioning.
- Automated software deployments and updates.
- New employee setup.
- University owned mobile devices using the standard configuration.
- Classroom Audio Video and Desktop equipment setup and maintenance.
Rates
Computer Provisioning Fee
$25 per computer
This fee is applied the first time a university computer is provisioned by the Anchorage campus IT Services, independent on how the computer is procured. The following is included in this rate:
- Onboarding computer to the UAA environment, including security compliance and management policies.
- Provisioning and configuration of the computer.
- Initial patching/updating of software.
- Creating asset record for each device.
The computer provisioning fee goes into effect Monday December 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.
Billable Labor Rate
$120 per hour
Billable services include:
- Immediate Service (Work Stop) - Gives the requester 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.
- Data Transfers Between Computers (New for FY25) - Data transfers between computers require significant time and enable 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.
- Dept. Digital Signage – Starting in FY24, service requests for Digital Signage owned by departments. These are stand-alone digital displays which departments own and operate.
Need additional help or have issues
If you’d like more information about billing, please reach out to the IT Business Office at uaa_itbusinessoffice@alaska.edu.
For support, requests may be submitted anytime using the appropriate Computer & Peripherals form. Requests generate a Ticket which will be worked in order received and urgency by UAA Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.