To adapt to changing demands and expectations, the Mac/PC Support Group (MPSG) that provides centralized desktop computer support will be instituting some new charges, while reducing others, beginning Wednesday, Oct. 1.

For example, every request for a MPSG technician to go out on a job will now carry a $50/ticket incident fee that covers ticket processing, limited travel time to the customers site, and researching the problem before arriving at the work area, if necessary. On the other hand, the hourly cost for work by the technicians will drop from $110/ hour to $75/hour. Customers who can aggregate jobs or who have more complex problems that take time will see a savings, according to Desktop Support Manager Charlie Verboom.

Another example is the amount charged to install or “image” the Lab’s standard software load with current security patches and service packs on MPC (Micron Computer) PCs purchased under the Lab’s Basic Ordering Agreement (BOA).

In FY03, MPSG charged $150/system to support the development and deployment of a standard load. Starting October 1, the fee will drop to $100 per system. “Those customers who simply want the system dropped off at their work site will realize a savings,” Verboom said. “Customers who have a long list of installation activities, such as transfer of old data, installation of custom software and local peripherals, will pay for this at the Time and Material Rate -- unless they are covered by matrixed support staff.”

The new Time and Material (T&M) rates are structured to encourage Lab groups to combine their works requests. “We find we are much more efficient with longer duration jobs -- less difficulty in scheduling appointments with a reduction in the time wasted between jobs, for example,” Verboom said. “We have arrived at a charging model that will reflect this reality.”

The changes reflect how Lab customers prefer to get technical support. Four years ago, most of the work was done on a T&M basis. Only a few groups contracted for guaranteed support using matrixed staff. This is no longer true, and today Facilities, EHS, Earth Sciences, Physical Biosciences, portions of AFRD and administrative staff in Life Sciences, the ALS and the Laboratory Directorate all contract with MPSG for matrixed, dedicated support.

“This leaves us with the equivalent of 2.3 FTEs for T&M support,” Verboom said. “As a result, we simply don’t have the staff to respond to major events like the Blaster worm, when we are flooded with requests. Many of the people who call us don’t realize that just a small portion of our overall effort is available for T&M work.”