Hardware and software problem determination and repair work guidelines for university-owned microcomputers

Hardware Repair

Information Technology Services performs hardware problem determination for Apple, Gateway and IBM desktop and laptop computers within their warranty periods, including tracking, shipping and dealing with vendors. However, departments are responsible for shipping laptop computers to vendors for repair.

ITS also performs problem determination and routine repairs for desktop machines between the end of their warranty period and four years after their purchase by the university. More expensive parts and repairs are the responsibility of the owning department.

Departments are responsible for repair costs of out-of-warranty laptop computers. Also, some desktop machines cannot be easily serviced on campus due to the manner in which they were designed and built. These machines, like laptops, will need to be shipped off campus for repair. The owning department may incur costs for these repairs.

ITS will help with the set-up of new printers but does not perform repairs on printers. The owning department should perform routine cleaning and/or contract with an outside service vendor for ongoing repair and adjustments.

Detailed guidelines

ITS will provide certain hardware diagnostic and repair work for Apple, Gateway and IBM desktops and servers . ITS is not responsible for correcting problems caused by abuse or improper use.

Guidelines for the services that ITS performs

Desktops and servers within their manufacturer warranty period:

• Initial problem determination with user and vendor.
• On-site replacement of defective parts based on vendor guidelines. In some cases, the entire CPU unit may need to be shipped to the vendor.
• Package, ship, receive and track replacement parts.
• Excluded are non-warranted parts such as add-on hardware and software not delivered with the original computer order such as monitors and external disk drives.
• Some desktop and server machines cannot be easily serviced on campus due to the manner in which they were designed and built. These machines may need to be shipped off campus for repair. The owning department may incur costs for these repairs.

Laptop computers within their manufacture warranty period:

• Initial problem determination with user and vendor.
• In most cases, laptop computers must be shipped to the vendor for repair. Shipping is the responsibility of the owning department.
• Excluded are non-warranted parts such as laptop batteries and add-on hardware not delivered with the original computer purchase.

Out-of-warranty computers for up to four years from the original purchase within the constraints of available budgets:

• Initial problem determination with user and vendor.
• Only components that would typically be part of an average- priced desktop computer will be purchased with ITS funds. The owning department must pay for the replacement of add-on or higher-priced components. For example, a large, flat-screen monitor or a large disk drive for a server will not be covered as they are much more expensive.
• Parts and components that were not part of the original purchase will not be replaced using ITS funds. For example, if a unit is ordered without a monitor and a monitor from another system is used, the monitor will not be replaced with ITS funds. If an additional disk drive is installed after the original unit purchase (other than warranty work), the drive will not be replaced with central ITS funds.
• Out-of-warranty parts and vendor labor charges for laptops are not covered and are the responsibility of the owning department.
• Laptop computers must be shipped to the vendor for hardware repair by the owning department. The owning department is responsible for repair costs.
• ITS may utilize used replacement parts.
• Some desktop and server machines cannot be easily serviced on campus due to the manner in which they were designed and built. These machines may need to be shipped off campus for repair. The owning department may incur costs for these repairs.

Computers older than four years may be attached to the university's network or used stand-alone within the following guidelines:

• The university must have purchased the computer new. ITS management must approve any exceptions to this rule.
• The department in possession has complete responsibility for machine software and hardware maintenance.
• ITS and university guidelines for network setup and use must be followed.

Printers in and out of warranty:

• Provide initial set-up assistance for new printers and existing printers being attached to new computers. In some cases, it may not be feasible to connect an older printer to a new computer due to compatibility conflicts.
• Assist with problem determination.
• The department in possession of the printer is responsible for:
  • Shipping printers for service.
  • Securing adequate maintenance contracts with outside service companies.
  • Periodic cleaning and fuse, ink, toner and paper replacement.

Software problem assistance and correction

ITS will support software in two distinct modes, normal and moderate.

Normal software support

ITS will provide normal support for the latest three versions of Microsoft Windows and Apple Mac OS operating systems, Microsoft Office product suite, SPSS PC, Norton Anti-Virus and various software to allow communication with EIU's enterprise server. Departments in possession of computers are responsible for having the appropriate licenses and removable media (CDs, diskettes) for software. Note that ITS funds and holds the site licenses for SPSS PC, Norton Anti-Virus and the enterprise server communication software.

To the best of our abilities, ITS will:

• Perform problem determination and correction by working with the computer user and software vendor.
• Assist users with the installation of software fixes or reinstallation of the entire system. Since many of these tasks are simple, ITS recommends that the computer user or other campus technology staff perform these functions as much as possible.
• Perform initial setup and configuration for Windows servers if arrangements are made prior to the purchase of the server.
• Perform other functions for servers as outlined in a Service Level Agreement document as mutually agreed upon between ITS and the department in possession of the server.
• Provide ongoing assistance and advice to other campus technicians on desktop and server software.
• Normally have less expertise for older versions of software.
• Only deal with software on computers originally purchased new by the university.
• Only deal with software certified for use on a networked machine. Thus, some home versions of software may be excluded, e.g., Windows CE.
• Not back up and restore user data stored on desktop machines or laptops.

Moderate software support

ITS will perform moderate support for operating systems other than those mentioned above. Some examples are Sun OS, Linux and other versions of Unix. ITS may have staff with knowledge of these operating systems and application software. ITS will be happy to assist other campus technology personnel knowledgeable enough to perform the actual problem-determination, installation and configuration work. Any time spent on such activities must, however, be aligned with other ITS projects and goals. Thus, no predetermined guarantees of time commitments can be made for these endeavors. Campus departments should work with ITS management to determine specifics of such work.

Thousands of software programs are acquired and installed on university-owned machines. Due to their variety, ITS can give only superficial advise about these systems. Department heads should be familiar with the various software programs installed and used on the machines within their departments. They should know whether the software is appropriately licensed and who will assist with detailed software questions and problems.