Computer Equipment Repair Service                              UPPS No. 04.01.03

Issue No. 6

Effective Date: 06/20/2014

Review: October 1 E6Y

 

 

01.       POLICY STATEMENTS

 

01.01  Computers and printers are significant assets to Texas State University. Maintaining this equipment in good working condition is essential to the mission of the university and enhances faculty and staff productivity.

 

01.02  This policy describes options for obtaining computer equipment repair services from the Information Technology Assistance Center (ITAC) in Technology Resources. It also establishes the Supported Computer Equipment List, repair terms, and payment methods for services rendered.

 

 02.      DEFINITIONS 

 

02.01  ITAC is the component of Technology Resources charged with providing repair services for eligible equipment. The ITAC website is http://www.tr.txstate.edu/itac.html. All forms and documents referenced in this policy are available at this site. 

 

02.02  ITAC maintains a Supported Computer Equipment List reflecting desktop, laptop, and printer equipment that is cost-effective to repair. This list is updated periodically and is available on the ITAC website.

 

02.03  Eligible Equipment is equipment that is eligible for repair at ITAC, and is limited to equipment that is:

 

a.   listed on the current Supported Computer Equipment List; and

 

b.   in good operating condition as determined by ITAC. 

 

02.04  Covered Equipment is eligible equipment that is university-owned (with asset tag or part of a tagged system), and has been accepted for inclusion on the ITAC Supported Computer Equipment List.

 

02.05  Eligible Repair is a repair to correct an equipment malfunction that arose from normal, routine operation and does not include repairs resulting from improper operation, abuse, or acts of nature.

 

02.06  Consumable Items include ink cartridges, paper, toner cartridges, and printer maintenance kits. The department bears the cost of all consumable items. 

 

02.07  A Department is any university organizational unit that wishes to obtain repair service from ITAC.  

 

02.08  Repair Service includes the following services: 

 

a.   diagnosing the problem; 

 

b.   replacing non-functional parts; 

 

c.   recovering data when possible (a reasonable attempt will be made with no guarantee of recovery); 

 

d.   reinstalling an operating system, if requested; and

 

e.   (re)installing the standard university software image, if requested. 

 

02.09  A Warranty is an assurance by the vendor or manufacturer of property that the equipment is free of defects and will remain functional for a specified period of time. 

 

02.10  An Extended Warranty is a warranty for an additional fee that extends protection beyond the standard warranty period. 

 

03.       GENERAL RECOMMENDATIONS FOR DEPARTMENTS 

 

03.01  University employees are expected to take reasonable care of computer equipment and printers entrusted to them. 

 

03.02  Texas State maintains favorable contracts for the purchase of computers and printers, and purchases through these contracts generally include at least a 3-year warranty. Departments are strongly encouraged to utilize these contracts whenever possible. 

 

03.03  Departments will be assessed the cost of time and materials to repair equipment that is not covered by a warranty.  

 

04.       GENERAL OPERATING GUIDELINES 

 

04.01  The ITAC service desk staff will provide repair service only for eligible equipment as defined in Section 02. 

 

04.02  An ITAC Work Order Form is required for all equipment submitted for repair.

 

04.03  ITAC repair service may be obtained by one of two methods: 

 

a.   manufacturer’s warranty or extended warranty; or

 

b.   Non-supported repair service (time and material costs charged to the department). 

 

04.04  Equipment pickup and delivery. 

 

a.   It is the responsibility of the department to transport equipment to the ITAC service desk in the Math and Computer Science (MCS) Building, Room 262, when service is required.  

 

b.   Departments may request pickup and delivery to and from the service center by completing the “Pickup and Delivery” section of the ITAC Work Order Form. A pickup and delivery fee (as specified in the Supported Computer Equipment List) will be charged per round trip unless the equipment is covered under a vendor warranty. 

 

c.   Equipment will be picked up from departmental offices or computer labs and returned to the same location. Standard pickup and delivery service does not include computer setup or connection. 

 

05.       SERVICE PROCEDURES 

 

05.01  Eligible equipment will receive repair service on a time and materials basis. For departmental repairs, an interdepartmental transfer (IDT) of funds will be processed when repair service is completed. 

 

05.02  For repairs that ITAC is equipped to handle, the department will be billed for parts and labor provided. A minimum labor fee will be charged for all repairs (the minimum fee varies by type of equipment, see Supported Computer Equipment List).   

 

05.03  In cases where the ITAC service desk staff is not equipped to perform the repair, the ITAC service desk may facilitate repair by a third party, with prior department authorization.   

 

06.       PRIORITY OF SERVICE 

06.01  First priority is equipment under Dell, Apple and HP manufacturer’s warranty for a repair covered by that warranty.  

 

06.02  Second priority is Non-warranty repair service for supported equipment. 

 

06.03  Last priority is all other equipment to be addressed as time permits. 

 

07.       DELL, HP, AND APPLE COMPUTER WARRANTY 

 

07.01  The ITAC service desk is a Dell, Apple, and HP authorized service provider.

 

07.02  For computers covered under Dell, Apple, or HP warranties, covered repairs will be at no charge. For repairs not covered by the manufacturer’s warranty or repairs where labor is not covered, standard labor charges will apply. 

 

08.       REVIEWERS OF THIS UPPS 

 

08.01  Reviewers of this UPPS include the following: 

          

Position                                                         Date

 

Associate Vice President for                      October 1 E6Y

Technology Resources

 

Director, Client Services                             October 1 E6Y

                                                                 

09.       CERTIFICATION STATEMENT

       

This UPPS has been approved by the following individuals in their official capacities and represents Texas State policy and procedure from the date of this document until superseded.

 

Associate Vice President for Technology Resources; senior reviewer of this UPPS

 

Vice President for Information Technology

 

President