Fwd: AppleCare Mac OS X Server Support Enterprise Offer - Coordinated IST Effort

Hello everyone,

I know that some of you are still thinking this over and trying to
decide. I can extend this offer until Friday of this week (5/30/08).

Please get in touch with me directly if you would like to discuss further.

April
3-7119

>X-Sieve: CMU Sieve 2.3
>Date: Tue, 20 May 2008 13:05:55 -0700
>To: magnet-list_at_lists.berkeley.edu, micronet-list_at_listlink.berkeley.edu
>From: April Roy <april_at_tsw.berkeley.edu>
>Subject: AppleCare Mac OS X Server Support Enterprise Offer - Coordinated
> IST Effort
>
>Hello all,
>
>Back in February, 2008, many of you joined IST for a discussion with
>Apple's AppleCare Education Sales Team, to review the OSX Server
>Support and Help Desk offerings, to understand the support needs of
>interested departments, and to determine the best product to support
>the campus departments.
>
>Attached is a chart of various types of AppleCare Help Desk Support
>options available, including the yearly cost for the service.
>
>IST had previously purchased the Select agreement, however, the
>technical contacts are limited to 2, the incidents are limited to
>10, and the delays in response time range from 4 hours to 3 days,
>depending on the situation. Based on our discussions with Apple,
>IST plans to upgrade its Select plan to the Preferred Plan, giving
>the campus added value of unlimited incidents or support calls, and
>2 hour to 2 day response time.
>
>Many departments have entered into their own support agreements with
>Apple in the past. One of the advantages of our discussions with
>Apple is that they are giving the campus the ability to leverage the
>single location Preferred agreement, and allow other departments to
>simply add contacts to the agreement at a cost of $5,000 annually
>per contact. This is roughly equivalent to the cost of an
>individual support agreement that a department paid in the past,
>however, this coordinated effort gives departments the benefits of
>the full Preferred agreement.
>
>For departments that do not have their own agreement with Apple,
>DOCS is piloting a service whereby they will open a support call
>with Apple on behalf of any departmental user utilizing the campus
>Preferred agreement. The only cost to the department will be for
>time expended by DOCS in opening the support call, and is based on
>their hourly fee structure http://docs.berkeley.edu/
>
>If your department is interested in paying to have an internal
>contact, please let me know by the end of this week. I will send
>respondents an order form, that will need to be returned to me by
>5/28/08. Thereafter we will upgrade the support agreement with
>Apple, including naming the additional contacts. Based on the
>number of respondents, we will see if there are any additional
>advantages in the service offerings from Apple.
>
>Let me know if you have any questions.
>
>Regards,
>
>--
> April
>
>April Roy, Manager
>Technology Acquisition & Sales
>Information Services and Technology-Client Services
>Hearst Field Annex, D21
>University of California
>Berkeley, CA 94720-4860
>(510) 643-7119
>Fax (510) 643-6201
>april_at_tsw.berkeley.edu
>
>For more information on TAS - visit our web http://ist.berkeley.edu/cs/tas/
>
>
>

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