ISC Expediting Fee

Why is ISC implementing this expediting fee?

Over the last few years, we have seen a sharp rise in the number of expedited/rush requests for installation, activation, and surveys – all outside of our published SLAs.  At the high end, we receive over 10 a week, of varying effort and urgency. As expected, these types of requests often generate a lot of additional work (and costs) to reorganize queues, reschedule jobs, coordinate teams (internal and external), and manage communications. This isn’t expected to be revenue generating, this is being implemented to better support planning and managing ISC’s workload. In an ideal world, we would collect $0 from this. 

What is the fee?

The fee for expediting installations and activation is $560.

What’s the impact of these types of requests?

Depending on what the request is and when it comes in, it can cause a lot of additional work for ISC including asking staff to work and contractors to work overtime with little to no notice, rushing to obtain supplies and materials for rushed orders or “borrowing” them from other planned work, or delaying other scheduled customer work to complete the work of customers who failed to provide sufficient notice.  The current high volume of expedited requests adversely impact the multiple service teams that handle and process them resulting in staff burnout and fatigue.

If we are willing to pay the fee? Are we guaranteed to get the service?

Last minute planning always runs the risk of unknowns.  ISC commits to doing our best to meet your needs but the short notice leaves little time for unanticipated problems (a failed cable that cannot be activated, access issues in leased spaces), infrastructure availability (sufficient available interfaces on the switches and routers needed to complete the work requested) and supply availability (materials that ISC may not stock that must be ordered) that can cause delays.

If your department is willing to pay the fee, you can increase your odds of receiving the service in the timeframe you request by:

• Submitting a complete request with all of the required information including locations, port details, access contact(s) and budget codes.
• Ensuring the approval your director or BA is attached to your request so that the order is not held pending approval.
• Responding to Client Care and the ISC service teams working on your request.When waiting on information from you, frequently the ISC service provide is unable to proceed further with you request.
• Providing as much notice as possible, even if the request is expedited.Be realistic about when the order is really needed.

Which services will incur this fee?

An expedite fee of $560 will be applied to a request when the turnaround time is shorter than the SLA requirement listed for the services and offerings below.  A request is considered submitted when all relevant request information and budget code have been provided and approval from the school or center business administrator has been granted and recorded in the ticket.

How will I be charged? Is the fee per request or per install/port?

In general, this is a per request fee, however there are a few factors that would result in multiple fees, examples include if the requests are for different days or locations or completely different services - as this would require additional coordination and staff time.

ISC will make every effort to minimize the costs and will communicate (and seek approval) for any instances where additional fees might be incurred.

How can I put in an order?

In order to request the service, you will require Business Administrator or IT Leadership approval and use standard Remedy request forms. If ISC can accommodate the request we will reach out to coordinate.

For more information, contact ISC Client Care.

ISC rate increases are generally aligned with University increases.

All Rates