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Some examples of the time it could take to perform tasks depending on things out of our control like if internet is slow, etc:
a) New machine setups are 3-3.5 hours. Length will take between 4-8 hours to complete. Final length will depend on how much data the user has. As a general practice these just the Mac OS updates and applications installs will take up the whole morning or afternoon support block. With Apple recently transitioning to new hardware, all new machines will need to be built from scratch. This means no applications or system settings can be transferred to the new machines.
b) Virus/malware mitigation is the full 3.5 hours and we may need to take the machine away if the infection is really bad.
c) Troubleshooting odd behaviors on computers including missing emails I would say 1 hour. This is not to say the problem will be resolved in an hour but we can usually figure out what the problem is and contact the right people at IS&T to see if the emails can be recovered.
d) TSM backup setups are about 1 hour.
e) Apple Time Machine backups about 15 minutes.
f) General questions and advice about computer purchases should be easily doable in 30 minutes.
g) Networking problems I would schedule 30 minutes with the user.
h) If a computer isn't running right and you want us to take a look at it I would say give us 2 hours to run some tests.
i) Setting up a printer, 30 minutes-1 hour depending on the size of the printer and office. This includes having to unpack, untape, and install all the components and settings of the printer and add it on people’s computers.
j) Setting up a user in Exchange email (on average), 1-2 hours. This will be longer the more emails you have.
k) Office installs, you should always plan 2 hours.
l) For most small pieces of software like Filemaker, 1 hour should be enough.
m) If the software to be installed is the Adobe CS Suite from DVD, 3.5 hours is required.
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