Maintenance Arrangement for Desktop and Notebook PCs By Noel Laam

After a lengthy tendering exercise, the annual maintenance service contract for Dell desktops (Warranty Extension Scheme, WES) and the Per Call Service Scheme for all desktops are finally awarded to IBM and ServiceOne respectively. The subscription arrangement and the service scope of the two Schemes are described below:

I. Desktop PCs

1. About half of the 4,500 Dell PCs on campus are still under Dell's 3-year warranty until 30 June 2004. On-site Dell engineers will continue to provide maintenance service, and departments can simply raise an online CSC Work Request or call the CSC Help Desk as before for it.
   
   
2. For those Dell machines whose warranties have expired or will expire by 30 June 2004 and which have joined the WES, on-site IBM engineers will provide maintenance service and departments can raise an online CSC Work Request or call the CSC Help Desk for it. In view of the substantial reduction in the subscription cost for WES, the CSC will cover it for 2003/2004 and will try to continue to absorb it in future if the budget allows. Please note that the maintenance of monitors is not covered in the WES.
   
   
3. Since the WES covers only the Dell PCs, machines of all other brands whose warranties have expired or those Dell machines not subscribed to the WES have to be maintained using per call service. The contract of per call service is awarded to ServiceOne Ltd. (maintenance service provider), and departments may call its service hotline at 3151 7933 ext. 2 for service when needed. Its service will be charged on time and material basis (please refer to Section III), and as departments have to pay it directly, you are advised to check with ServiceOne first before confirming your request.

1. IBM Notebooks
   

Machines can be brought to the on-campus IBM ThinkPad Services Centre for repairs. Machines without valid warranty will be charged at a discount rate.

2. Dell Notebooks
   
   Departments may raise an online CSC Work Request or call the CSC Help Desk and the CSC staff will contact the Dell Service Centre to arrange maintenance service. Machines without valid warranty will be charged at standard rate.
   
   
3. Other Notebooks
   
   Departments will need to contact the service centres of the respective vendors themselves.
   

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