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.

Forestry Computing Helpdesk, Peavy Hall 222
Oregon State University, Corvallis, OR 97331 | (541) 737-2152
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