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(Draft)

DS Policies & Procedures 

Hardware Repair 

UT-owned Dell and Apple computers

  • Customers should contact Desktop Support for LAITS-owned 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
      • 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


UT Backup and Recovery

Users should bring their computers to LAITS to be evaluated for repair. 

If a hardware repair is required, LAITS typically relies on third-party to complete the repair.

Exceptions may be made for simple repairs that do not require special tools and will reduce a customer's down-time.

Staff will verify UTBackup STATUS before sending a user to the Campus Computer store or Dell for a repair.

They do not provide data backup or migration services. 

Our hardware repair partners are:

  • 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


Off-site computers must be returned to campus at customer expense in order for LAITS to coordinate repairs.

If bringing the computer to campus is not reasonable:

  • Individuals may take their computers to a local Apple Store for repairs.
  • Dell Pro support may also dispatch parts and/or technicians to off-site locations



LAITS does not (Read More)

  • 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. 

Loaners

It may be possible to supply customers with a loaner computer while their device is unavailable for repairs.


INTERNAL Staff Notes

If the user needs a working computer while their device is unavailable for repairs, refer to the this page page to determine whether the user needs a loaner or reassigned device.

Refer to this page for instructions on how to deploy a loaner device.

In Warranty

If a repair is covered under warranty, it should be repaired by a certified technician.

Dell has a 30 day replacement machine window.

  • Ensure you check that the machine's purchase date.

On-site repair is part of UT's contract with Dell. For Dell computers, refer to Dell Pro Support to schedule a technician visit for onsite service. 

Apple products will go to the Campus Computer Store for diagnostics and repairs. 

Out of Warranty


Internal Staff Notes:
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

LAITS uses a linear depreciation model to determine the present day book value of our fleet assets. MacBook Pros are assigned a service life of 5 years while Dell computers and MacBook Airs are assigned a service life of 4 years. 

Owned by a LAITS-Supported Department

  1. DSS obtains a repair quote from the vendor (typically Campus Computer Store or Dell Pro Support) and shares it with the customer in the support ticket.
  2. Department contact sends PO & Tax exemption form to DSS
  3. DSS sends PO & Tax exemption to vendor & updates ticket.
  4. Vendor completes repair and returns the computer to LAITS.
  5. DSS returns the computer to the user. If a loaner was provided, it should be returned in exchange for the repaired device.
  6. Close the ticket after the repair is complete and the functioning device is returned to the customer

Repair Decision Tree / Flowchart (internal to LAITS?)

(Internal??)

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