(work in progress)

Table of Contents

DS Policies & Procedures 

Hardware

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Repair 

UT-owned Dell and Apple computers

• Customers should contact frontdesk@la.utexas.edu for LAITS-owned computers or Rapaport Scholar computers

• Under warranty:

  • • Apple: we drop off on behalf of customers at Campus Computer Store
    • Dell: Coordinate directly with Dell (Dell will dispatch or ship to LAITS or faculty offices)

• Out of warranty:

  • • Reasonable effort (free), refer to other services (not free)
    • We will recommend replacement parts, if possible

• Non-Dell or non-Apple hardware:

  • • Apply reasonable effort

• LAITS will assist customers in need of computer data back up before repair* (assuming customer has not refused UT backup)
• If available, provide a temporary loaner with standard software (within reason)
  • Note that some departments have their own loaner pool

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• Campus Computer Store 

  • Apple products are sent to the Campus Computer Store for repair since the store is recognized by Apple as a certified service provider. CCS is open normal hours at this time (Monday through Friday). 

• Dell Support 
  • Dell machines can be repaired on-campus or at a users home by a Dell service technician.
  • Devices are occasionally replaced, rather than repaired during warranty service. Be careful to back up files!
  • Dell Pro Support chat is usually the best contact method since there is often a wait for their phone support.
    • Dell Warranty Support: 1-866-901-8629

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• Repair non-UT-owned devices (such as personally-owned computers)
• Repair mobile devices
• Cover repair costs (department is responsible)

Supported Devices

LAITS keeps a list of supported devices and appropriate messages to send to customers with unsupported devices. Escalate to management if necessary. For Apple products, please also refer to Apple's in house list of Vintage and Obsolete products. If the device is listed as obsolete (more than 7 y.o.), Apple certified technicians WILL NOT work on the device, with no exceptions. 

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Determine whether a device is owned by LAITS by checking the "Financial Unit" field in Claim.

Machines Owned by LAITS

Out of warranty repairs will only be performed on machines that have a remaining value greater than that of the cost of repairs. If the repair will incur a cost, request a repair quote from the repair shop: Dell Pro Support for Dell products, Campus Computer Store for Apple products. Once you have the quote, LAITS will recommend repair or replacement by comparing the value of the machine to the repair cost. Follow the process below, and escalate to management for assistance. Repairs for COLAITS-owned computers can be evaluated with this process: Computer Repairs COLA - Lifecycle

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