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Hardware Support Standards for ITS-Supported Areas*
Information Technology Services (ITS) provides hardware support for all computer hardware inventoried in the University property management system. Campus computer users are strongly encouraged to purchase hardware items through the UWF approved technology procurement process. Hardware items such as scanners and small desktop printers that are not inventoried in the university property management system will be supported only as a courtesy, under “best effort” practices.
The services listed below are supported by the ITS Help Desk. Individuals and departments acquiring or using technology not listed below are advised to contact the ITS Help Desk in advance to learn if the technology will be supported by Information Technology Services. Support for services not listed below is the responsibility of the owner of the technology.
Dell Warranty Items Support
All warranty items, purchased from Dell, 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 computers
- Printers
- LCD monitors
For non-Dell items, consult the vendor or manufacturer for warranty support.
Non-Warranty Desktops, Laptops, & Printers
ITS provides limited support for non-warranty desktops, laptops, and printers. 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: ITS will assist university users in selecting and installing battery backups or replacement batteries. ITS will not fund the initial purchase or the replacement purchase of a battery backup.
Printers: ITS provides support for non-warranty laser printers. Inkjet printers that are no longer under warranty are not supported.
Consumables: ITS 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.
Personally owned computers: Personal computers and other hardware owned by faculty, staff, and students are NOT supported by ITS.
Devices (tablets/iPads, smartphones, etc.): UWF and personally-owned devices are supported on a best effort basis, but we do not make hardware repairs.
*These standards pertain to desktop computer hardware used in university business departments and offices. For standards related to computer hardware in university classrooms, please see ITS Classroom Technology.