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Queen's University
 

Help and Support

Changes at the IT Support Centre

 

There will be some noticeable differences in operations at the IT Support Centre this coming year, driven by the constraints of the current economic climate. These will entail a reduction in service hours and the introduction of new fees, which will come into effect on August 10, 2009.

 

During the upcoming school year, the IT Support Centre will continue to operate on summer hours, which are 8:30 am - 4:30 pm, Monday through Friday. While these hours have always been in place for the drop-off depot in the lower level of Stauffer Library, they will now also apply to the Queen's Learning Commons Desk on the main floor of Stauffer Library, as well as to telephone support at 613.533.6666.

 

In addition, while the IT Support Centre has for many years been able to offer free software support for services such as virus removal, it is unfortunately no longer viable to do so. Thus, some new fees have been introduced to help mitigate the costs associated with software support:

  • A new triage fee of $25 is being introduced to cover the costs of diagnosing and fixing software issues for machines brought in to the service depot. This is a flat fee which is significantly lower than labour rates offered by other service outlets.
  • The General Labour Rate of $55/hour will apply for elective software services, such as installing software, transferring email from Eudora to Outlook, or reconfiguring a machine for a new employee.
  • The General Labour rate of $55/hour will apply for Active Directory computer setup.
  • A fee will be charged for all onsite visits at the Onsite Labour Rate of $85/hour (minimum one hour).
In addition, laptops can no longer be dropped off at the Queen's Learning Commons (QLC) desk and picked up at a later time. Users are still welcome to bring their laptops to the QLC desk for a cursory examination, but all machines requiring further investigation or servicing will be referred to the service depot in the lower level of Stauffer Library.

 

The IT Support Centre will continue to offer free support to users who telephone the Support Centre at 613.533 6666, who fill out the online help form, and who visit the Queen's Learning Commons desk in Stauffer Library.

 

Please consult the Services Fees page on the ITServices website for more information, or call the IT Support Centre at 613.533.6666.
 


Kingston, Ontario, Canada K7L 3N6 613.533.2000