[26304] in resnet
Re: Charging methods for student technology support
daemon@ATHENA.MIT.EDU (Adeel Siddiqui)
Thu May 5 09:07:06 2011
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Date: Thu, 5 May 2011 08:01:48 -0500
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Adeel Siddiqui <asiddiqui@usao.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <C9E740F5.E4DE%rkruse@emory.edu>
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How/why did you make the decision for the change?
-- The two biggest factors that led to the decision on our campus were
limited manpower and time constraints on our end. What started out a few
years ago as a trickle of students coming in to our office for tech-support
issues, turned in to a constant barrage over time. That caused us to
re-evaluate our policy for providing tech-support to students (as well as
non-students). The idea was that by charging for tech-support we would at
least be covering our overhead cost/time.
What factors were taken into consideration when deciding upon a pricing
model for different services?
-- We reviewed and compared tech-support fees/charges of several regional
businesses and other college websites. Our final pricing model was based off
the most common tech-support issues that we saw come into our office, as
well as a considerably lowered pricing scheme than what was being charged by
commercial (i.e. non-educational) businesses for tech-support. The idea was
that the pricing scheme would not deter students from considering us over
off-campus tech-support as a viable choice.
How was the transition implemented?
-- Without any fanfare. We started charging students for tech-support at the
beginning of the Fall semester last year, and informed them as they came in
of our new policy. We also added a webpage that listed our tech-support
charges on our website
(http://www.usao.edu/home/infoservices/tech-support-charges) along with all
the necessary legalese, and made an invoice sheet that students fill out
when they come in to our office for personal tech-support.
Any horror or success stories or lessons learned?
-- So far so good. A nice overall side-effect was that a lot of our usual
suspects started being more responsible/careful with their computer usage,
knowing that they couldn't have their computer fixed for free by us if
something broke. Before we started charging for tech-support, we had several
repeat cases, where the same student(s) would bring in the same computer for
the same issues (e.g. virus/malware infection, hardware malfunction, etc)
several times over the semester, knowing that it would be fixed for free
(and hence not being responsible with their computer usage after the
first/second/third time their computer was fixed by us). We haven't had any
repeat cases since. J
Where is the line drawn between charging and not charging for
quicker/easier/routine fixes?
-- It's a judgment call on our part, but it's really not set in stone.
Basically, if it takes no more than 5-10 minutes at the most to fix an
issue, then there is no charge (not even the minimum diagnostic fee of $20).
How was demand affected by requiring students to begin paying for what used
to be free?
-- Enough to where it's no longer a barrage. Even now it's still more than
just a trickle, but that is very manageable (so far). Word of the new policy
spread quickly amongst the students once it was implemented last year, and
the student body treats it matter-of-factly by now that we charge for
tech-support. Plus, the convenience of the on-campus location of our office
is desirable to most students who don't care to have to go off-campus for
tech-support.
What payment options are accepted (are there reasons why certain types of
payments aren't accepted)?
-- Before picking up their fixed computer, students are required to pay the
invoiced fee at the Business Office first. All payment types are accepted by
our Business Office, but students can't add the charges to their account;
payment has to be immediately made.
Any other thoughts or advice on how to tackle a change such as this?
-- Perhaps you might look into implementing an online ticketing system where
students can check on repair status, make payments, schedule an appointment
with tech-support staff, etc? Logistically, we haven't had the need for this
(yet) on our campus; but depending on your student body size and campus
workflow, this might be something worth considering.
regards,
Adeel Siddiqui
<http://www.usao.edu/home/staff/adeel-siddiqui> Network Administrator
Information, Research and Network Services
<http://www.usao.edu/> University of Science and Arts of Oklahoma
Chickasha, OK 73018
(405) 574-1319
<mailto:asiddiqui@usao.edu> asiddiqui@usao.edu
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From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Kruse,
Robert
Sent: Wednesday, May 04, 2011 4:44 PM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Charging methods for student technology support
Since Emory University began offering student computer/technology support,
we have not charged students for using it. Although recently we have begun
talks about instituting a charging model for the services we currently
provide (OS troubleshooting, malware removal, reformatting/reinstalling an
OS, etc.). I've visited a number of university websites recently for
information on their support and charging practices and found many
similarities and differences among the schools.
I was hoping that I could get some feedback from those who have made the
transition (or thought about it) from a "free" service to a paid service.
How/why did you make the decision for the change?
What factors were taken into consideration when deciding upon a pricing
model for different services?
How was the transition implemented?
Any horror or success stories or lessons learned?
Where is the line drawn between charging and not charging for
quicker/easier/routine fixes?
How was demand affected by requiring students to begin paying for what used
to be free?
What payment options are accepted (are there reasons why certain types of
payments aren't accepted)?
Any other thoughts or advise on how to tackle a change such as this?
Thanks.
-Robert Kruse
Emory University
UTS - Student Technology Support
404-727-5093
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class=3DWordSection1><p class=3DMsoNormal><span =
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D'><br></span><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How/why did you make the decision for the change?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
> <br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>The two biggest factors that led to the decision on our campus were =
limited manpower and time constraints on our end. What started out a few =
years ago as a trickle of students coming in to our office for =
tech-support issues, turned in to a constant barrage over time. That =
caused us to re-evaluate our policy for providing tech-support to =
students (as well as </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'>non-<span =
style=3D'color:#1F497D'>students). The idea was that by charging for =
tech-support we would at least be covering our overhead cost/time. =
</span></span><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>What factors were taken into consideration when deciding upon a pricing =
model for different services?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
> <br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>We reviewed and compared tech-support fees/charges of several =
regional businesses and other college websites. Our final pricing model =
was based off the most common tech-support issues that we saw come into =
our office, as well as a <u>considerably lowered</u> pricing scheme than =
what was being charged by commercial (i.e. non-educational) businesses =
for tech-support. The idea was that the pricing scheme would not deter =
students from considering us over off-campus tech-support as a viable =
choice.</span><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How was the transition implemented?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
> <br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Without any fanfare. We started charging students for tech-support at =
the beginning of the Fall semester last year, and informed them as they =
came in of our new policy. We also added a webpage that listed our =
tech-support charges on our website (<a =
href=3D"http://www.usao.edu/home/infoservices/tech-support-charges">http:=
//www.usao.edu/home/infoservices/tech-support-charges</a>) along with =
all the necessary legalese, and made an invoice sheet that students fill =
out when they come in to our office for personal =
tech-support</span><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>. <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Any horror or success stories or lessons learned?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
> <br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>So far so good. A nice overall side-effect was that a lot of our =
<i>usual suspects</i> started being more responsible/careful with their =
computer usage, knowing that they couldn’t have their computer =
fixed for free by us if something broke. Before we started charging for =
tech-support, we had several repeat cases, where the same student(s) =
would bring in the same computer for the same issues (e.g. virus/malware =
infection, hardware malfunction, etc) <i>several</i> times over the =
semester, <i>knowing</i> that it would be fixed for free (and hence not =
being responsible with their computer usage after the first/second/third =
time their computer was fixed by us). We haven’t had =
<b><i>any</i></b> repeat cases since. </span><span =
style=3D'font-size:11.0pt;font-family:Wingdings;color:#1F497D'>J</span><s=
pan =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'> </span><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
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style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Where is the line drawn between charging and not charging for =
quicker/easier/routine fixes?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
> <br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>It’s a judgment call on our part, but it’s really not set =
in stone. Basically, if it takes no more than 5-10 minutes at the most =
to fix an issue, then there is no charge (not even the minimum =
diagnostic fee of $20). <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How was demand affected by requiring students to begin paying for what =
used to be free? </span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Enough to where it’s no longer a barrage. Even now it’s =
still more than just a trickle, but that is very manageable (so far). =
Word of the new policy spread quickly amongst the students once it was =
implemented last year, and the student body treats it =
<i>matter-of-factly</i> by now that we charge for tech-support. Plus, =
the convenience of the on-campus location of our office is desirable to =
most students who don’t care to have to go off-campus for =
tech-support.</span><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>What payment options are accepted (are there reasons why certain types =
of payments aren't accepted)?</span></i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><br>-- </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>Before picking up their fixed computer, students are required to pay =
the invoiced fee at the Business Office first. All payment types are =
accepted by our Business Office, but students can’t add the =
charges to their account; payment has to be immediately =
made.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><p class=3DMsoNormal><i><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Any other thoughts or advice on how to tackle a change such as =
this?<o:p></o:p></span></i></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>-- Perhaps you might look into implementing an online ticketing =
system where students can check on repair status, make payments, =
schedule an appointment with tech-support staff, etc? Logistically, we =
haven’t had the need for this (yet) on our campus; but depending =
on your student body size and campus workflow, this might be something =
worth considering. =
&=
nbsp; <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br></span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'>regards,</span><span =
style=3D'font-size:10.0pt;font-family:"Calibri","sans-serif";color:#1F497=
D'><br></span><i><span =
style=3D'font-family:"Calibri","sans-serif";color:black'>Adeel =
Siddiqui</span></i><b><i><span =
style=3D'font-size:14.0pt;font-family:"Calibri","sans-serif";color:black'=
><br></span></i></b><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br><i><a href=3D"http://www.usao.edu/home/staff/adeel-siddiqui"><span =
style=3D'color:blue'>Network =
Administrator</span></a><br></i>Information, Research and Network =
Services<br></span><b><span =
style=3D'font-size:11.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><a href=3D"http://www.usao.edu/"><span =
style=3D'color:blue'>University of Science and Arts of =
Oklahoma</span></a></span></b><span =
style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'=
><br>Chickasha, OK 73018</span><span =
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style=3D'color:blue'>asiddiqui@usao.edu</span></a></span></u><span =
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> <o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'color:#1F497D'><o:p> </o:p></span></p><div =
class=3DMsoNormal align=3Dcenter style=3D'text-align:center'><span =
style=3D'color:#1F497D'><hr size=3D2 width=3D"100%" =
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D'><br><br><o:p></o:p></span></p><div><div =
style=3D'border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in'><p class=3DMsoNormal><b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span>=
</b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> =
Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of =
</b>Kruse, Robert<br><b>Sent:</b> Wednesday, May 04, 2011 4:44 =
PM<br><b>To:</b> RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Charging =
methods for student technology =
support<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Since Emory University began offering student computer/technology =
support, we have not charged students for using it. Although recently we =
have begun talks about instituting a charging model for the services we =
currently provide (OS troubleshooting, malware removal, =
reformatting/reinstalling an OS, etc.). I've visited a number of =
university websites recently for information on their support and =
charging practices and found many similarities and differences among the =
schools. <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>I was hoping that I could get some feedback from those who have made =
the transition (or thought about it) from a "free" service to =
a paid service. <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How/why did you make the decision for the =
change? <o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>What factors were taken into consideration when deciding upon a pricing =
model for different services? <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How was the transition =
implemented? <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Any horror or success stories or lessons =
learned? <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Where is the line drawn between charging and not charging for =
quicker/easier/routine fixes? <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>How was demand affected by requiring students to begin paying for what =
used to be free? <o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>What payment options are accepted (are there reasons why certain types =
of payments aren't accepted)?<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Any other thoughts or advise on how to tackle a change such as =
this?<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Thanks.<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>-Robert Kruse<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>Emory University<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>UTS – Student Technology =
Support<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
>404-727-5093<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p></div><p class=3DMsoNormal><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><o:p> </o:p></span></p><div class=3DMsoNormal align=3Dcenter =
style=3D'text-align:center'><span =
style=3D'font-size:10.5pt;font-family:"Calibri","sans-serif";color:black'=
><hr size=3D2 width=3D"100%" align=3Dcenter></span></div><p =
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><o:p></o:p></span></p><p =
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