IS - Computer Hardware Maintenance
1. Departments with desktop computer equipment select the desktop computer service option (annual maintenance contract or time and materials) that best services their particular requirements. Departments can confer with Purchasing to discuss service alternatives, but should be aware that third party repair contracts are limited in scope.
2. If a problem occurs with a desktop computer, the user -- or designated departmental computer administrator -- must contact the IS Help Line at (617) 373-4357.
3. IS Help Line personnel will determine whether the nature of the problem is related to the network, software, or hardware.
4. All hardware repairs will be performed by a third-party service provider. If a hardware problem exists, IS Help Line personnel will generate a trouble ticket that includes the following information: