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Issue
37 - Sep 2003
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Maintenance
Arrangement for Desktop and Notebook PCs
By
Noel Laam
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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
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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.
- 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.
- 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.
The WES
will be renewed annually on 1 August each year. However, if
there are some machines that have not joined the WES by the
renewal date and your department later changes its mind, they
can still join it half a year later on 1 February of the following
year.
II. Notebook PCs
The maintenance arrangements for notebook PCs are as follows:
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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.
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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.
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Other
Notebooks
Departments will need to contact the service centres of
the respective vendors themselves.
Departments
can raise PR to cover the notebook repair charge. If the amount
is not more than HK$5,000, departments can consider settling
it by petty cash.
III. ServiceOne Per Call Service Scheme (For Desktop PC
only):
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Service
Hotline: |
3151
7933 ext 2 |
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Scope
of service: |
Trouble-shoot
hardware and software |
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Replace
faulty hardware parts |
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Reinstall
OS and MS office |
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Per
Call Service Fee: |
Per
Job (excluding hardware) |
HK$ |
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Campus |
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Office
hour |
200 |
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Non-office
hour |
300 |
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Off
Campus |
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Office
hour |
315 |
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Non-office
hour |
465 |
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Campus
is defined as the location of Tat Chee Avenue, Kowloon
Tong, Kowloon.
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The
prices do NOT include any hardware. |
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Office
Hours: |
Monday
- Friday |
09:00
- 18:00 |
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Sat |
09:00
- 13:00 |
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Payment
Terms: |
Payment
against invoice |
We hope
the above arrangements can accommodate the maintenance needs
of your computers. Should you have any query, CSC Help Desk
(ext. 7658) will be glad to help you.
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