Hardware Support Policy

Technology Support Services (TSS) provides hardware support for all computer hardware purchased by the University and inventoried in the property management system. Hardware items (such as scanners, small desktop printers, and PDAs) not inventoried in the university property management system will be supported only as a courtesy, under “best effort” practices.


Warranty Items Support

All warranty items will be supported for the life of the warranty. Warranty parts will be ordered, installed, and tested using the manufacturer’s guidelines. Warranty items include:

  • Laptops
  • Desktop and Tower computers
  • Printers
  • Monitors/LCD
  • Battery Backups

Non-Warranty Items Support

TSS provides limited support for non-warranty items. Non-warranty items will be repaired on a best effort basis. Every attempt will be made to complete a non-warranty repair by donating from the ITS in-house spare and used parts inventory. ITS will fund repairs up to $100 based on the availability of monies in the central ITS repair budget. Repairs over $100 will be the shared responsibility of the department and ITS. When repairs are over $100, ITS will pay the first $100, the department will pay the balance. The university’s “charge back” process will be used to facilitate these shared repairs costs.


Other Hardware Support Issues:

Battery Backups: TSS will assist university users in selecting and installing battery backups for computers and printers. TSS will provide support for warranty issues related to battery backups. However, Neither TSS or ITS will fund the initial purchase or the replacement purchase of a battery backup. If TSS orders a battery backup for a department it will be paid for using the university’s “charge back” process.

Printers: TSS provides support for non-warranty laser printers. Inkjet printers that are no longer under warranty are not supported.

Consumables:  TSS reserves the right to identify a part as a consumable. Examples of consumables include printer cartridges, printer drums, and printer maintenance kits. Purchasing and/or replacing consumables are the responsibilities of the end user or the end user’s department. If TSS orders a consumable for a department it will be paid for using the university’s “charge back” process.

Personally owned computers:  Personal computers and other hardware owned by faculty, staff, and students are NOT supported by TSS with the exception of Dell computers. ITS is a Dell Authorized Warranty Repair Center and can perform warranty hardware repairs for Dell computers. Individuals with other related hardware problems will be referred to off-campus resources.   

*These standards pertain to desktop computer and laptop hardware used in college departments and offices. For standards related to computer hardware in university classrooms, please see ITS Classroom Technology.


Installation

TSS will facilitate the installation of computer hardware when possible. Users are responsible for preparing appropriate accommodations for the hardware prior to the support technician’s arrival.


Availability

TSS does not house a reserve of computers. On occasion, TSS will attempt to set aside a small number of computers for emergency temporary replacement and use. There will be no guarantee that an adequate unit will be available at any given time.


Purchasing

As per Information Technology Services (ITS), Campus computer users are strongly encouraged to purchase hardware items through UWF approved technology procurement process.

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