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Service Elements Included in the UTS Operating Budget

An overview can be obtained either through the set of UTS Services (includes the Mission Statement), categorized as to core infrastructure, fundamental services in widespread use and layered services, or alternatively service elements can be considered functionally in terms of the specialized groups within UTS which provide them.

The layers of activities relate to what is directly funded from the UTS operating budget provided by the University - salaries and equipment (hardware and software) for University infrastructure.

Equipment funded from the operating budget includes:

  • Campus network and network services
  • Mainframe hardware and operating software to run major administrative applications
  • University administrative data infrastructure
  • University electronic mail, news delivery system, WWW access for McMaster employees & students
  • Limited distributed administrative data access through Oracle
  • UTS managed Student Computer Labs

Salaries funded from the operating budget are used to support:

  • Operation of the above equipment (hardware and software)
  • Administrative application maintenance and development required to implement mandated legislative changes
  • Application development where savings are identified and where there are equipment and staff resources available
  • Support of standard departmental LANS
  • UTS departmental administration
  • Customer services

Where other services are required that are not core infrastructure (e.g. some of the fundamental and layered services where there are economies of scale realized through central provision), the guidelines described in the remainder of this document are used. These guidelines and the rates charged are reviewed annually.

Criteria whereby a Data Services Project Request becomes Fee-for-Service
Projects within Data Services may fall on the borderline between supported systems and enhancements which must be cost-justified and funded by the customer out of projected savings. The following general guidelines apply:

  • Is the Department requesting the work Ancillary?

    If so, the work is automatically fee-for-service.

  • Does the work involve a central system or a departmental system?

    If departmental, the work is fee-for-service (with the exception of some limited advice to allow a departmental system to interface with a central system). Even if the software application is purchased, integration with existing departmental or central systems, beyond simple consultation, may require a fee-for-service project. If the project involves a central system, the request will be added to the project queue.

  • How quickly does the Department need the work done?

    UTS has only a limited number of programmers available to work on projects. Legislative, required maintenance and Senate-approved changes take priority over all other work. Any remaining resources are available to work on projects prioritized by cost benefit to the University. Projects where there are real dollar savings are given highest priority. Even if the answers to the first two questions are non-ancillary and central, and the project has been registered in the queue, there will be a long delay. (The current queue length would require 9 to 12 months of elapsed time before work could begin on a new project.)

    If the Department requires faster service, a fee-for-service project should be considered and extra resources will be acquired in order to give priority to the project. (This does not necessarily mean that new contract staff will be hired specifically to work on this project; it may be more effective to hire contract staff to back-fill existing work, to free permanent staff to design and carry out changes to an existing central system.)

Special One-time Funding (outside of the UTS budget)
Departments or groups seeking either new applications or changes to existing computing services can apply to the appropriate University budget committee for one-time funds, or to propose changes to the operating budget. Such groups may choose to work with UTS to build a case for a new service component to be supported on an ongoing basis with a corresponding adjustment to the operating budget.

Examples of Services for which UTS Charges a Fee Various billing mechanisms and guidelines are required due to the different nature and scale of service elements provided by UTS and the limited capacity of the UTS functional support groups to undertake additional fee-for-service work beyond their core mandate.

Some Examples of Billable Resources & Services
Staff time (hourly) Technical Services microcomputer and printer repairs, small Data Services projects (less than 3 months duration), non-standard LAN work or customer support, Web programming and updating, work for Ancillary departments, virus removal
Contractual staff position For Data Services projects exceeding three months or department specific LAN positions (shared by participating departments renewed annually)
Use of facilities Computer labs booked for other than registered undergraduate classes (more details)
Modem Pool access Printing within the undergraduate labs, uses the same billing mechanism as the modem pool
Network connections Ethernet connections & wiring (building wiring closet to the customer's machine)
Microcomputer maintenance Maintenance contracts can be arranged (time and materials repair work is at a lower priority)

Examples of Ancillary Departments include:
  • Athletics and Recreation (non academic areas)
  • Titles Bookstore
  • Continuing Education
  • Faculty Club
  • Hospitality Services
  • Housing
  • Parking
  • Printing
  • Student Health Services

University Affiliates:

  • Day Care Centre
  • Divinity College
  • Hamilton Health Sciences Corporation - HHSC
  • Various unions and associations such as MUFA, MSU etc.

Service Bulletins

Citrix Receiver Client Update

UTS asks Citrix users to upgrade Citrix Receiver Client to the most current version by February 28, 2017. See UTS Citrix website for installation and removal information.


Mosaic Upgraded Interface

Service Desk

Client Self Service:
https://servicedesk.mcmaster.ca
Hours: Monday - Friday
8:30 am - 4:30 pm
Phone: 905-525-9140 x24357 (2HELP)
Email: uts@mcmaster.ca
Location: Main Campus BSB Rm. 245
Service Catalogue:
http://www.mcmaster.ca/uts
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