Policy for Laptop Support Service
Purpose:
Laptop Support Service is available to the Forestry Community as an extended
service with an associated fee. You must agree to pay the fee before you
can register a machine and receive support for it. Details about the current
annual charges are listed at:
/helpdesk/policies/service/fee_book.html
This service is intended as a convenience to the user community
providing a technical liaison between the laptop user and the technical
support center for the laptop when problems occur. Laptop support provides
local, on-site service for the users in the Forestry Community (graduate
students and above), which includes the College of Forestry, the USDA
Forest Service PNW, USGS FRESC, and the Corvallis ODF&W lab.
Services covered under laptop support:
Software installation and configuration
Network and network card configuration
Ensure modem is operable and can connect to the OSU modem dial up pool
using a support test account
Hardware troubleshooting & repair
Virus repair
Non-factory specific upgrades (Memory, etc. that do not require system
to be shipped to the factory)
Liaison to the Technical Support center for the laptop
Note: There may be additional costs, such as software licenses,
hardware repair, or upgrade and replacement parts not covered under
the warranty or support agreement
Services NOT covered under the laptop
support contract:
Modem connections involving third party ISP accounts, including calling
card connections
Non-College of Forestry supported software applications
Non-English applications or operating systems
Non-supported peripheral devices that are not functioning with the laptop
(e.g. personal printer, game controller, digital camera, etc.)
Note:The list above is provided as a guideline to describe the
general range of support provided for mobile devices, it is not all
inclusive. We will work with the user to make every earnest attempt
to provide the appropriate level of service.
User Responsibilities:
-
Register the laptop for Laptop Support Service.
-
Pay the laptop user support fee.
-
Notify support staff when the Laptop Support Service
should stop, prior to the desired stop date.
-
Provide all relevant warranty information (invoice,
packing slip, proof of purchase date, etc...).
-
Pay hardware and software costs such as, PCMCIA cards
(memory, Network, etc.) and software licenses. Users are also responsible
for any hardware and software costs associated with the support, repair,
or service of the laptop (i.e. Repair or service which can only be
performed by the manufacturer).
-
Back up data on laptop prior to bringing the unit in
for repair or service.
Note:Forestry Computing Resources is not responsible
for data on the laptop. While we will do everything possible to preserve
the data on the laptop, some problems require laptop hard disks to
be formatted and all software reinstalled during the repair process.
For this reason, users assume all responsibility for their data and
should back up their data files before bringing their laptop in for
service.
Minimum System Requirements:
Laptops must meet current and reasonable minimum system requirements. This
enables computing resources support staff to provide the best possible service
while not misleading users with the expectation that an out-of-date system
can be resurrected. In all cases, Microsoft Windows 3.x will NOT be supported.
You
can find the Laptop Minimum and Recommended Specifications here.
Additionally, support is only able to provide service to
laptops that are running operating systems and software applications under
the English language. If necessary, laptops will have to have operating
systems and applications converted to English versions before support
can provide service. Support will not convert a laptop operating system
or application from English to another language.
How support works:
The laptop must be registered with Forestry Computer Support before service
can be provided. Registration is contingent upon meeting the minimum system
requirements. Once the system is registered, service is obtained in the
same manner as for any other system.
Getting the laptop registered with Forestry Computer Support:
-
Make an appointment with the helpdesk for a recommendation
on which laptop to purchase (or an appointment for a laptop
evaluation if you already have the laptop).
-
Complete
the online Hardware
Registration form.
If the laptop is accepted for support, it will be registered and the
user will be notified. If the laptop is not accepted, the user will
be given the reason it was not registered.
Removing a laptop from Forestry Computer Support:
Complete the online Hardware
Removal form
from the helpdesk. The form
should be completed prior to the date laptop
support
services should be stopped. Laptop Support Services will discontinue
on the removal date specified on the form.
Obtaining service:
Bring the laptop, along with all original installation disks and system
documentation, to the Helpdesk.
In the event that hardware needs to be purchased, or the system needs
to be shipped to the factory for repair, the user will be notified. Work
on the laptop will be suspended until approval/disapproval for the hardware
cost, or factory repair, is provided by the user. If the user is requesting
a local installation of a software package that requires a local license,
the user will be notified of the cost of the license. The software will
be installed only after approval for the cost of the license has been
given.
If the laptop is under warranty, it may need to be returned to the factory
for repair or support to remain in compliance with the manufacturer issued
warranty.
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