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The
Center for Information Technology
HELP
DESK
Support Policies
This document describes
the support provided by the CIT Help Desk for repairing computer equipment
and software owned by the College or by College faculty, staff and students.
We do not provide support for those not directly associated with the College.
The CIT Help Desk will work
on equipment using the following priority system:
- College owned hardware
and software: CIT will repair at its expense all supported equipment
sold through the Computer Store, including Apple Macintosh computers
and peripherals, Dell computes, HP printers, Toshiba laptops, and selected
other equipment. Exceptions include damage caused by abuse or accident,
hardware over 5 years old, or repairs where the cost is excessive compared
to the value of the equipment. We will work on equipment at the customer's
site, or transport it to/from the Center if necessary. Exceptions are
made for laptops or equipment kept off-campus: we ask the customer to
bring these machines to the Help Desk for repairs.
For details on software
support, see Software Standards information (currently under development).
- Personally owned* hardware
and software under manufacturer's warranty or Applecare contract: CIT
will perform hardware repairs on all supported equipment sold through
the Computer Store, including Apple Macintosh computers and peripherals,
Dell computers and peripherals, and selected other equipment under the
conditions specified in the manufacturer's warranty statement. Exceptions
include damage caused by abuse.
Software is general not
covered by manufacturer's warranties. However, for computers purchased
through the Computer Store, CIT will restore computer software to
the original out-of-the-box condition where possible for a period
of 30 days after purchase. Please note that some manufacturers provide
toll-free telephone support for a period of time after purchase. See
your warranty information for details.
- Personally owned* hardware
and software not under warranty or service contract: Personally owned
out-of-warranty equipment is repaired on an as-time-is-available basis
only. CIT will repair this equipment on a time and materials
basis for Apple Macintosh computers and peripherals, Dell computers
and peripherals, and HP printers. For $30, an estimate of repair cost
will be provided before repairs are done. Authorized repairs are billed
at $60/hour (estimate fee waived) plus materials. Most repairs have
a 90 day warranty.
Software installations
and repairs will be done at no charge for the first 60 minutes. Additional
work will be billed at $60/hour. Please note that it is often difficult
to estimate how much time a software repair will take.
CIT can also provide information
on finding a third party to perform software repairs at the owner's
home or residence hall. We cannot provide any guarantees on work performed
by third parties.
*Personally owned equipment
must be brought to the Help Desk. Generally only the cpu should be brought
in, without keyboard, mouse, cables, etc. An exception is for laptops,
where the power adapter should also be brought in. CIT will not be
responsible for other accessories unless specifically listed on the work
order.
Last modified 2/5/99
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