Carnegie Mellon University

DSP Support Options

All Desktop Support Program (DSP) customers receive:

  • Onboarding and remote support
  • Device maintenance, administration, and troubleshooting
  • Cloud backups retained for 90 days
  • Shared network storage
  • Loaner devices to use during repair or replacement
  • Software support
  • Scheduled on-site and desk-side support
  • Support for urgent requests and work stoppages

To customize your plan, select a support level and hardware plan.

1. Choose a Support Level

Customer Success Specialist

$550 per customer per year
Most popular

Customers receive a dedicated Customer Success Specialist who has in-depth knowledge of your department's technical needs and strengthens your department's relationship with Computing Services.

Office hours and on-site desk-side support as needed are also included in this plan.

This plan does not include event, on-call, at-home, or 24/7 support.

Dedicated Desk-Side Support

$1,256 per customer per year

Customers receive high-touch, customizable service that bridges the gap between Executive IT and DSP. Your DSP consultant can remain fully on-site, depending on your department's needs.

This plan includes on-call support during business hours and event support but does not include at-home or 24/7 support.

Executive IT Support

$5,102 per customer per year

Customer receive the highest level of support available, including event support and 24/7 on-call and at-home support.

This plan is only available for executive staff members and their support personnel.

Customer Success Specialist Dedicated Desk-Side Support Executive IT Support
Annual rate per customer $550 $1,256 $5,102
IT support Yes Yes Yes
On-call support No Limited Yes
Event support No Yes Yes
At-home support No No Yes
24/7 support No No Yes

2. Choose a Hardware Plan

Managed Hardware

Most popular

  • Customers select from a list of recommended devices, including Mac and Windows computers.
  • DSP purchases, installs, and configures the devices with proper access and university-supported software.
  • DSP initiates a process to refresh devices every four years and disposes of old devices.

With managed hardware, customers also receive spare devices during repairs or replacement as well as support for a DSP-approved network printer.

Bring Your Own Device (BYOD)

  • Customers work with DSP to purchase a device themself. DSP will then configure the device. Customers can choose from one of DSP’s recommended devices or another that meets or exceeds the minimum specifications below.
  • Customers must replace their device themself when the warranty expires to be eligible for in-spec service.
  • Customers incur an additional support cost per device.

With BYOD, customers do not receive spare devices during repairs or replacements or support for a DSP-approved network printer.


  • Intel Core i7, Intel Core Ultra 7, or Apple Silicon Processor
  • Models:
    • Dell Latitude, Precision, or Vostro
    • Microsoft Surface for Business
    • Any Apple computer that meets the other minimum specifications
  • 16gb Memory
  • 256gb SSD
  • 3-year warranty
  • Windows 10 or 11, or macOS 12, 13, or 14

Depending on what hardware you choose, you may incur additional support costs per customer. For example, if a customer chooses to have more than one managed hardware device, they will incur an additional cost per device. Or if a customer chooses BYOD, they incur an additional cost for their first device and any others.

Additional managed hardwared devices $166 per additional device
All BYOD devices within warranty and minimum specifications $166 per device
All BYOD devices outside warranty or minimum specifications $332 per device