Fee-Based Departmental Hardware and Software Support

General Provisions

The Office of Information Technology’s (OIT) Customer Service unit provides a number of fee-based services to University departments for hardware and software support of University-owned computing equipment. Most of the services are provided via annual contracts that are valid from October 1 through September 30 (i.e. the fiscal year).  Contracts are not automatically renewed and fees are not prorated for contracts purchased during the fiscal year. The terms and conditions below apply to services for fiscal year 2012-2013.  Although every effort is made to keep costs the same from year to year, no guarantee is made that costs will not increase as expenses increase for providing the services outlined below.  OIT will provide as much advance notice as possible when cost increases are anticipated.  To establish a maintenance contract with OIT, contact Julie Davis.

Desktop/Laptop Computers

OIT offers several types of contracts for University-owned desktop/laptop computers.  Apple and Dell desktops and laptops are the only types of desktop/laptop computers that can be covered under any support contract.  For example, IBM RS/6000 or Sun workstations cannot be covered.

Hardware labor/support includes the following:

• All repairs necessary to restore equipment to original working order
• Setup and installation of computers, excluding operating system installation or configuration
• Assistance with installation of external peripherals
• Recommendations on new computer and peripheral purchases
• Installation of internal upgrades to personal computers or printers
• Assessment as to whether a problem is hardware or software related

Desktop/laptop computer software support includes the following services:

• Installation, configuration, and troubleshooting of properly licensed software, including the operating system
• Initiation of technical support calls with vendors as needed
• Recommendations and advice on new software purchases

Machines Under Warranty

The manufacturers’ warranty only covers parts, not installation or other labor.  Therefore, if you require OIT to service these machines you must purchase at least Hardware Labor Only ($85) for computers/laptops under warranty.

Computers Purchased During the Year

If a computer under contract is replaced with a new computer and the old computer is removed from service and/or sent to surplus property, the new computer is automatically covered under the existing contract.  It is the responsibility of the department to notify OIT when such changes occur.

If a department elects to cover all of its desktop and laptop computers under a contract with OIT, additional new computer purchases during the contract period are automatically covered at no additional cost as long as the number of additional computers does not exceed 10% of the number of computers under contract for that department.

For equipment not under contract, OIT will make an initial assessment and provide an estimate to the department upon request. If the department elects to repair the equipment, OIT will charge the department the cost of parts required for repair, unless the computer is under warranty, plus the cost of a hardware contract for the device as described above. The equipment will then be covered under the appropriate contract for the remainder of the fiscal year.

Printers

OIT offers service contracts for HP printers.  The ability to offer a contract on a given printer depends upon the make/model and availability of repair parts from the manufacturer.  OIT staff will assist you in determining if your printer can be covered under a support contract.  Due to the increasing cost and limited availability of printer parts, OIT is only offering labor-only contracts this year for $85 per printer.  You will be given the option to purchase needed replacement parts at your cost, if available.

Printer contracts cover the following:

• All labor necessary to restore equipment to original working order, as long as the required parts are available and customer agrees to purchase parts
• Setup and installation
• Installation of upgrades
• Assessment as to whether a problem is hardware or software related

Hardware Repair Limitations

• OIT will not cover the cost of replacement parts for any device under a parts and labor contract when any of the following apply:

-The cost of the replacement part(s) exceeds 50 percent of the cost of replacing the device
-The device is not in good working order at the time of contract purchase
-Damage is a result of electrical power surges and brownouts
-Damage is a result of vandalism, theft, accident, or negligence
-Damage is due to flooding, lightning, fire, or other acts of God
-Damage is due to repair attempts made by non-certified technicians

• The ability of OIT to repair any device is limited to the availability of replacement parts. If replacement parts are unavailable, OIT Customer Service will refund the contract cost on a prorated basis.
• Consumable items such as batteries, printer maintenance kits, toner, and paper are not covered.
• Except as otherwise noted, external peripherals attached to personal computers are not covered.
• Parts considered upgrades are not covered.
• UPS and surge protectors are not covered.
• Keyboards and pointing devices typically cannot be repaired.  As such, OIT Customer Service is only obligated to provide a standard keyboard or mouse in the event of such equipment failure.
• Data recovery from failed hard drives is not guaranteed.
• OIT Customer Service is an authorized warranty provider for Dell, Apple, and HP. OIT Customer Service cannot repair hardware for machines under warranty if the vendor warranty does not cover the required repair, unless the machine is under contract or the department is willing to pay for the repair.
• If original parts are removed from the machine by a non-certified technician, the vendor warranty is voided and OIT cannot repair the machine.
• OIT Customer Service cannot provide repair services for equipment that is not owned by the University.

Software Support Limitations

• OIT Customer Service cannot provide software support under the following conditions:

-The software is no longer supported by the manufacturer.
-The software is not properly licensed.
-The software is being installed or run on obsolete equipment or equipment that does not meet the vendor’s minimum requirements.

• Software support does not include web site development services (assistance with installing Web development software is covered).
• Programming and report writing services are not covered.
• Administration of proprietary applications is not included in the software support contract.
• Personal or individual training is not included.