ITS will provide hardware support for GW equipment through appropriate repair channels. ITS will diagnose the equipment and determine how best to proceed with the repair. Depending on the manufacturer and warranty status, ITS staff may perform the repairs or assist the client by facilitating a repair with the manufacturer or a service provider.

In many cases, arranging a repair through either the original equipment manufacturer (OEM) or an OEM-authorized service provider is the most effective way to repair the equipment. In these cases, ITS can facilitate the repair process for the client. Such facilitation can include obtaining quotes, obtaining RMAs for depot repairs, and arranging for on-site service when appropriate. Costs incurred in the course of facilitation will be borne by the client.

In other cases, ITS staff members may perform the repairs themselves. The staff member will either order the required parts directly (in the case of warranty repairs), or provide the client with the information needed to order the parts (in the case of non-warranty repairs). The staff member will install the parts once they have arrived, and assist the client with the parts return process.

ITS will provide many value-added services during the course of a repair, which are not covered by the terms of the manufacturers warranty. As such, ITS will asses a standard labor charge for each incident to cover these services.

Repair Services by Manufacturer

Dell or Apple equipment that is under warranty will be either repaired or facilitated, depending on the situation and the manufacturers service guidelines.

Dell or Apple equipment that is not under warranty may be repaired or facilitated, depending on the situation and the manufacturers service guidelines.

Toshiba equipment will be referred to a Toshiba authorized service center. Please see the repair contacts list for more information. ITS will facilitate Toshiba repairs at the clients request.

IBM portable computers will be processed via IBMs EZ-Serve depot repair facility. ITS will facilitate IBM portable computer repairs at the clients request.

HP Printers will be either repaired directly or referred to an HP authorized service provider, depending on the nature of the problem.

ITS may facilitate other equipment, depending on the manufacturer.

For equipment such as copiers and multifunction office devices, service should be arranged through the vendors service agreements. Please consult the service agreement for service details.

General Information about Repairs

All diagnoses and repair attempts are best effort. Problems such as backorders or incorrect part shipments can arise during the repair process that affect the speed and quality of the repair. ITS will make reasonable efforts to prevent and correct such problems, but cannot guarantee the performance of vendors or shippers.

In some cases, repairing a system is not the best course of action. ITS staff members can prove an assessment of the clients needs, but cannot require a department to replace equipment. It is the clients responsibility to determine whether a system should be repaired or replaced.