HireIT Service Tiers & Features and Service Tier Comparison Guide

HireIT service tiers and features describe the support resources available for your School, Center, or Department, and can be tailored to provide custom solutions that best fit your IT needs.

Click on a plus sign [+] to view information and a minus sign [-] to hide.

HireIT Service Tiers & Features
Service Tier Features
Key services Our Key services provide a help desk staffed with IT professionals Monday-Friday from 8:00 AM - 6:00 PM to provide remote support supplemented with deskside support as needed. Key services provide the IT support services commonly required across Penn. All clients receive consistent, quality, end-user support through Key services.
Extended services Extended services are designed for departments requiring extended service coverage, regularly scheduled on-site office hours, and specialty project work such as technology needs assessment for new facility spaces, AV support services, and assistance with campus initiatives and compliance requirement. This service provides custom staffing options, including the availability of subject matter experts.
Leadership services With the understanding that there are functions critical to the operations of the University, Leadership services provide additional attention and support to those who oversee the University’s academic and business operations. This provides access to IT resources to address these requirements such as full-day support for special events and other support for critical functions of the University.
Field & project services HireIT can provide ad-hoc, as-needed support for services not included in clients’ service tiers.  Services include staff augmentation, special event support, and extended project work such as technology needs assessment for new facility spaces, AV support services, and assistance with campus initiatives and compliance requirements.  Fees are hourly with additional options available for special engagements.

 

HireIT can provide ad-hoc, as-needed support for services not included in clients’ service tiers, as well as other University clients who require supplemental IT services.

For more information or assistance in determining which service tier is more appropriate for your needs, please contact HireIT.

Key:
Included
O Included with limitations
Not included 

Service

Description

Service Tier

Key

Extended

Leadership

Field & Project 

Accounts

Create and delete accounts (e.g., email, domain)

AV equipment

Support and set up AV equipment, including equipment for events and presentations; perform equipment health checks 

x

Data transfer

Transfer any data from one location to another

x

Dedicated resource

Provide a dedicated staff member for events  

x

Deskside support

Provide deskside support during regular business hours, as needed 

Equipment inventory

Perform, manage, and maintain equipment inventory; provide yearly review and analysis of inventory with client  

Equipment lending

Lend equipment for academic use, travel, presentations (e.g., laptops, phones, etc.)  

x

Equipment specifications and purchases

Custom consultation for equipment specifications / purchases

x

Events / presentations

Set up equipment for events and presentations

x

O
[limited to equipment setup only]


[includes on-site monitoring during the event]

Events / all day

Provide IT support for all-day and high-profile events

x

x

Imaging

Image and set up equipment with HireIT’s standard image on machines that fall within HireIT’s recommended standards 

O
[data transfer not included]

Imaging deviations

Create base image for machines that fall outside HireIT’s  recommended standards 

x

IP addresses

Maintain client IP addresses and provide yearly reviews 

Listserv configuration

Create email listservs based on client specifications 

Listserv lists

Manage listserv lists (e.g., adds, deletes, open, closed)

x

x

Listserv management

Manage listservs on an ongoing basis, including offboarding, onboarding, and providing backup support for listserv manager

x

O
[limited to onboarding/
offboarding]

Mobile devices

Support mobile devices (personal or work cell phones)

O
[limited to email and AirPennNet configuration]

Non-ISC supported software

Install software for a custom application

O
[anything else  beyond the baseline image is charged]

Onboarding/offboarding

Manage all aspects of IT onboarding/offboarding of staff

On-site hours

Provide regularly scheduled on-site office hours

x

x

Operating hours

Provide a fully staffed service desk with support via phone, email, and tickets during regular office hours: M to F, 8 AM – 6 PM

x

Operating hours with additional support

Provide additional support outside regular business hours, including an emergency on-call contact 

x

x

x

Patching

Patch standard software for Windows and Macintosh machines (e.g., OS, security, and standard applications such as Office, browsers, and java).

Personal machines

Set up for remote work  (e.g., Air PennNet and RDP)

x

Phones

Set up and support VoIP phones for PennNet Phone 

Printing

Set up, configure, and install network printers and print queues  

Projects

Coordinate campus initiative projects (e.g., SPIA, PennKey password changes, O365 migration)

x

Productivity software

Support standard productivity software (e.g., Office, email)

Purchasing recommendations

Provide standard specifications and recommendations for IT purchases 

Recycling machines

Wipe drives and coordinate with an authorized recycling organization for pick up of machines from client's or HireIT’s office

O
[machine pick up from client's office]

O
[machine pick up from client's office]


[includes 90-day hold before machine is wiped & picked up from HireIT's office]


[includes 90-day hold before machine is wiped & picked up from HireIT's office] 

Ticket reports

Gives a detailed list of all tickets and the status of each ticket: open, in progress, and closed. Reports are emailed on Mondays to designated contacts and reviewed weekly by HireIT. 

x

Training

Provide periodic training opportunities

Vendor negotiation

Conduct vendor negotiations for equipment, software, etc.

x