Hardware maintenance service

Hardware Repair service

Description and scope of service
Availability of service
Customer support levels
Standard terms and conditions

Description and scope of service

The PC Installation and Maintenance service is available to all sections of the University, including students. It provides support for the installation of hardware,  maintenance of PCs and peripherals.

Private Machines can be repaired via arrangement with the IT servicedesk.  They must be booked in through the IT servicedesk.  Tasks include

•  Installation of the Operating system.  User must provide Original disks and licence key
• Removal of Viruses, if known fix is available
• Backup of individual data.  Music will hot be backed up.
• Installation of new Hardware.  Parts provided by user.

The cost of repair to private machines will be charged at £25 per hour.  If the PC has a hardware failure and the parts have not been provided, the individual will be informed of costs of new parts required if available.  Not all Laptops parts are held by CIS, as we have a limited stock, due to the large number of manufactures.  However, we do hold a small stock of generic items, such as Hard Disk drives.

Department printers which are not running MDS or NPCS, can be repaired by CIS, and the cost of repair will be charged at £25 per hour plus the cost of parts, which are needed.  Any Department who wish to use this service, will be notified of the cost of the parts required, and upon agreement by the Department, then CIS, will order the relevant parts and complete the repair, and the Department will be required to forward an internal trading order to CIS to cover the cost of parts and Labour.  If the printer is an NPCS printer in a central room, or student computer room, then this will be repaired by CIS, and no  charges will be raised. 

When MDS printers are repaired, the cost replacing a Fuser Unit and/or Toner is not covered, and a charge for the parts only will be made.  Departments/Colleges will be informed before the Fuser is replaced, and they will be notified of the cost of these parts. Their will be no charge for labour.

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Availability of service

The PC Installation and Maintenance Service with be available at the following times:

0900 – 1700 hrs Monday to Friday.

The service will not be available on Bank Holidays and University Customary days.

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Customer support levels

All problems, queries and requests for help must be made to the IT Servicedesk on extension 41515. The IT Servicedesk will be staffed from 0830 hrs to 1730 hrs each working day (reduced service 1415hrs to 1500hrs on Wednesdays for staff training).

Any problem which cannot be resolved by the IT Servicedesk will be immediately logged and passed on to the appropriate staff, who will contact the user and, if necessary arrange an on-site visit if the equipment is not portable.

The CIS operational support or campus service staff will:

• Collect at the earliest possible time equipment which cannot (because of possible complexity or safety reasons) be repaired on-site.
• Laptops/desktops and portable equipment will be required, to be brought into the IT Servicedesk, and booked in through the reporting system
• However, due to possible difficulties in obtaining spares, CIS, cannot guarantee the time it may take to repair a given system.

Target fault resolution times are as follows:

NB. The above are target, not guaranteed, response times.

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Standard terms and conditions

1. CIS reserves the right to exclude certain PCs and peripherals from this service. CIS will normally inspect each system before .
2. Cover will only be provided for a range of printers; supplied or recommended by CIS
3. The software and data on a PC is the sole responsibility of the user. CIS will not be held responsible for loss of any data or software applications.
4. CIS reserves the right not to install software onto a system.
5. CIS cannot guarantee the length of time that it may take to repair a given system. Therefore, if this system is critical to some operation or service, the owner is advised to ensure that a back-up system is available in the event of a failure of the primary system.