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 document below outlines the services available along with the costs for fiscal year 2008-2009.  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 services.  Customer Service will provide as much advance notice as possible when cost increases are anticipated.

Personal computer contracts

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

Contract
Option

Annual Contract Type

Fee Per Computer
  1.

Hardware labor1 only (includes keyboard, mouse, monitor, CPU, and one directly attached laser printer)

$75.00
  2.

 

Parts and labor1 only (includes keyboard, mouse, monitor, CPU, and one directly attached laser printer)

$125.00
  3.

 

Hardware labor1 and software support2  (repair parts must be purchased as needed)

$275.00
  4.

 

Parts and labor1 plus software support2

$325.00
  5.

Computer lab computer parts and labor1 only (includes keyboard, mouse, monitor, and CPU).  For the purposes of this contract, a computer lab is defined as a room with 10 or more personal computers installed for academic use.

$75.00

1Hardware 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

2Personal 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

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 Customer Service when such changes occur.

If a department elects to cover all of its personal computers under a contract with OIT Customer Service, 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.  The contract for the next fiscal year will need to include these computers if continued support is desired.

Printer contracts

OIT Customer Service offers service contracts for a variety of 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 Customer Service staff will assist you in determining if your printer can be feasibly covered under a support contract.

Printer type
Annual Fee
Standalone laser, color laser printers, and select inkjet printers $125.00
Networked printers  $150.00

Printer contracts cover the following:

  • All parts and labor necessary to restore equipment to original working order
  • Setup and installation
  • Installation of upgrades
  • Assessment as to whether a problem is hardware or software related

Non-contract hardware repairs

For equipment not under contract with OIT Customer Service, two hardware repair options are available as outlined below:

  1. For equipment no longer under manufacturer’s warranty, OIT Customer Service will make an initial assessment and provide an estimate to the department.  If the department elects to repair the equipment, OIT Customer Service will charge the department the cost of parts required for repair 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 or 90 days, whichever is greater.
  1. OIT Customer Service is able to provide warranty repair services for some types of equipment including equipment sold by Dell Computer Corporation.  Depending on the type of equipment, warranty hardware repair services are available at no cost provided the repair is covered by the manufacturer’s warranty.  OIT Customer Service staff can assist you with determining if your equipment is eligible for no-cost warranty repairs.

Network server software support contracts

OIT Customer Service offers software support contracts on PC or Macintosh based servers for an annual fee of $1000.00 per server, provided that the server is under a current hardware maintenance or warranty agreement with the vendor. OIT Customer Service will provide the following services as applicable for servers under contract:

  • Create new network and e-mail accounts
  • Assist faculty and staff with password, e-mail, and network logon problems
  • Install, configure, and maintain network servers and related print servers
  • Install and configure PC software applications to be run from the network server
  • Assign access rights/permissions to shared network directories and resources
  • Monitor servers and troubleshoot availability problems
  • Evaluate needs, recommend, and specify new server hardware and software
  • Monitor security and take actions necessary to insure data integrity and prevent unauthorized access
  • Install patches and upgrades to server software
  • Implement and maintain tape backup systems
  • Coordinate server hardware repair issues

Hardware repair limitations

  1. OIT Customer Service 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-OIT Customer Service staff
  1. The ability of OIT Customer Service 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.
  2. Consumable items such as batteries, printer maintenance kits, toner, and paper are not covered.
  3. Except as otherwise noted, external peripherals attached to personal computers are not covered.
  4. Parts considered upgrades are not covered.       
  5. UPS and surge protectors are not covered.
  6. 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.
  7. Data recovery from failed hard drives is not guaranteed. 
  8. OIT Customer Service is an authorized warranty provider for some vendors (including Dell and Apple). 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.
  9. OIT Customer Service cannot provide repair services for equipment that is not owned by the University.

Software support limitations

  1. 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. 
  1. Software support does not include Web site development services (assistance with installing Web development software is covered).
  2. Programming and report writing services are not covered.
  3. Administration of proprietary applications is not included in the software support contract.
  4. Personal or individual training is not included.