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Computing Service & Repair - Specializing in Departmental Computing Service and Repair Needs
Phone: 863-7FIX(7349)
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Providing authorized warranty repairs for: |
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Dell |
Apple |
HP |
Basic Services
Service and Repair services complement those offered by Brown's
professionally staffed Help Desk with the objective of providing
seamless support of University desktop equipment and personal productivity
tools. Our goal is to provide more secure, efficient and productive
tools on the desktops of Brown's faculty and staff.
Service and Repair (S&R) will diagnose and repair failure of
supported, University-owned computer equipment at no charge for
basic service. Essential services provided are:
- Hardware Diagnosis and Repair
- Operating System (OS) Upgrade and Installation
- Data Recovery
- Virus Removal and Cleanup
- OS Security Configuration
- Setup and Installation of new computer equipment
- Printer Repairs
Upgrade/Installation Services
- Adding Memory
- Operating system installation/upgrade
- Supported software installation/upgrade
- Installing internal adapter and drivers
- Drive installation (Fixed/CD/DVD)
Setups/Equipment Recommendations
- Provide recommendation on brand/model of new equipment to be
purchased
- Computer setup (including printing/networking/security)
- Installation of supported software
- Data transfers from existing computer equipment to new computer
equipment
Service Options
- In-Shop - Equipment can be brought into CIT 105 (rear of CIT
building) for repairs
- Pickup - this service is available for desktop CPU's, monitors
& printers. We will pick up the equipment from your office
on scheduled days and deliver it when the repair is complete.
- Onsite - This service is available for desktop computer and
printer problems. We will come to your office on scheduled days
to perform service.
- Emergency Loaners - Under certain circumstances, loaner equipment
may be available.
- Priority Service* - Priority service is available for most repairs.
This ensures priority in diagnosing your problem. Ordering
parts may delay the completion of repairs.
*Additional fees apply to these services
Select Parts Purchasing**
Select parts are available for those who wish to perform their
own service and maintenance on their departmental equipment. Parts
include: printer maintenance kits, memory chips, and other user
installable parts.
** No warranty parts are available. Training is
not provided for installation of purchased parts.
Supported Equipment
"Supported" equipment is defined as computer
hardware produced by Dell (Optiplex, Dimension, Latitude, Inspiron PCs),
HP (printers only), and Apple (computers only) and has been purchased
within the four-year period preceding the service call date.
Repairs of supported equipment will be done on a first-in, first-out
basis and will take priority over non-supported equipment.
In instances where the cost of repairs exceeds the value of the
machine, the departmental representative will be advised to purchase
new hardware. Departments unable to do so may be offered operational
surplus equipment in lieu of repairs, if such equipment is available.
Non-Supported Equipment
University-owned equipment in use, requiring repair and outside
of this four-year life cycle, will be repaired on a time and materials
basis. Technician labor will be charged based on the Service Fee
Summary below. A Brown Internal Purchase Requisition (IPR) will
be required before commencement of work.
Service Fee Summary
| Computer Diagnosis/Repair - Supported Equipment |
No charge |
| Computer Diagnosis/Repair - Unsupported Equipment |
$75 per hour |
| Pickup/Delivery |
No charge during standard pickup and delivery
days |
| On-site Repairs |
No charge during standard on-site days |
| Priority Service |
$100 |
Contact Service & Repair at 863-7349 for currently scheduled
pickup, delivery and on-site times. A fee for these services may
be charged if they occur outside of the established schedule.
Exclusions
Computer accessories (external storage drives, cables, etc.)
Printer parts requiring replacement due to normal wear and tear,
including consumables such as toner, fusers, rollers, ink cartridges,
user replaceable print heads and user maintenance kits. The cost
of these parts will be the responsibility of the department.
Repairs attributable to user negligence, e.g. liquid spills, drops,
and use of invalid media. Certain damage may be covered by Risk
Management. Contact them for further details.
Memory and other hardware upgrades are not covered, including other
computer consumables such as batteries. The user is responsible
for the price of the hardware needed for the upgrade. No labor charge
will be applied.
Hardware upgrade/repair combination is not covered by this plan.
In the event that a hardware problem is found, and the user requests
a higher end replacement part than the standard, the user will be
responsible for the price of the part. No labor charge will be imposed
on this service.
The first time a machine is identified as a security compromise,
it will be repaired at no charge. This service includes backing
up of documents and other critical files, complete wipe and reinstall
of a supported operating system, implementation of appropriate desktop
security safeguards and data restoration. Once this cleanup and
reinstallation service is provided, if the computer is again compromised
because security patches were not regularly applied, and the user
did not follow recommended security guidelines, the $75/hour labor
rate will apply.
Software and hardware upgrades for functional machines will be
completed as time permits.
For Hardware and other hardware-related isses
Please contact Service & Repair at 863-7FIX(7349)
For software and other computer-related concerns,
please contact the Help Desk at Help@brown.edu or 863-HELP(4357).
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