Premium, rush, and off-hours services
When IT Services receives a “workable” order (i.e., you have provided all of the information IT Services requires to complete the requested work), it schedules the work on the next date available. Turnaround may vary depending on the number of orders in the queue at the time but is typically ten or fewer days. This interval may increase during particularly busy times of the year (e.g., August/September). A service request that requires field work by a technician is completed during normal business hours, M-F, 8 a.m. to 5 p.m.,
When you ask for IT Services to complete a request in less than the next available scheduled time described above, Rush Charges apply. When you ask for a technician to complete a service request outside normal business hours, Off-Hours Charges apply.
Note: premium services are only available when scheduling permits and required staff is available. Premium service charges are in addition to the standard charges billed for the work performed by IT Services staff.
Estimates and bids
Estimates
A client interested in an approximation of charges for
- IT Services activities covered by standard rates, and/or
- non-standard IT Services activities covered by time and materials and/or project management rates
can request an estimate for no charge by calling 5-HELP and speaking with an IT Services representative.
Estimates are non-binding and provided via an informal consultation with an IT Services representative and do not require a service order.
Bids
Bids are exact costs for work, typically work requiring a field technician (e.g., installing a new jack, installing new cable or wire). Once IT Services receives a service order requiring work not covered by standard rates, a IT Services representative will visit the site (i.e., “pre-field”) to calculate the time and costs to complete the requested work. IT Services will provide this bid amount to the client for approval prior to starting any work. Bid or not-to-exceed estimate amounts are honored for 30 days from the day it is issued.
Bids are available for no charge to clients who choose to have IT Services complete the work. (Bids do not include engineering design work necessary to specify equipment or path for a project. See Time and Materials Rates.)
For clients who chooses NOT to have IT Services complete the work, IT Services charges its Time and Materials Rate for supplying a bid; minimum charge $125.00.
Note: IT Services is responsible for the telecommunication facilities at Stanford. If a client chooses to use an outside contractor to perform work, the work must be approved by IT Services, prior to the start of work,through OrderIT. Project management charges may apply (see Project Management on this page). For additional information about University telecommunications policy, consult section 81.1 of the Stanford University Administrative Guide.
Consulting
IT Services can consult with your department on any of its voice, data or video requirements and can describe the communication services currently available or being investigated at Stanford. Engineering consulting (e.g., how can you best wire your building?), voice services consulting (e.g., which enhanced telephone features can improve workflow?), network consulting (e.g., how can you improve the operation of your local area network?), etc., are all available.
Consulting services are charged at the IT Services Time and Materials Rate.
Project management
Project management by IT Services
IT Services can manage communication projects for your department, including hiring and supervising outside contractors (if necessary), coordinating installation/activation of service, and gathering required information for record keeping.
Project management services are charged at the IT Services Time and Materials Rate.
Service installations, activations, moves, etc. are charged at IT Services Standard Rates.
Project management by client
Departments, or their representatives (e.g., a hired analyst), can manage their own communication projects, including planning for service, hiring and supervising outside contractors, and coordinating with IT Services for service activations. Departments using outside contractors for such activities (e.g., wiring installations) must adhere to Stanford University Facility Design Standards (e.g., requirements for TSO numbering, wire and outlet specifications, installation specifications, as-built submissions, etc.) and must obtain IT Services approval of proposed work prior to work commencing. For additional information about University telecommunications policy, consult section 81.1 of the Stanford University Administrative Guide.
For approving the work of outside contractors, IT Services charges its Time and Materials Rate.
Service installations, activations, moves, etc. are charged at IT Services Standard Rates.
For Rebill/Chargebacks and Special Charges, IT Services charges a Contract Management Fee of 2.5% of amount billed/passed through to a project by outside contractors.
