INFORMATION SYSTEMS SERVICES

SERVICE COMMITMENT

PC AND PRINTER MAINTENANCE 01.03.04

DESCRIPTION

Scope

The maintenance service covers Intel-based PC systems, printers and other peripherals. The service is primarily
contract-based, but a limited amount of work can be undertaken on a time-and-materials basis for equipment not
under contract.

A PC system is defined as a processor, screen, keyboard, mouse, and normal internal peripherals such as hard
disk and CD-ROM drive, together with the operating system and utility software.

The contract maintenance service is normally available only for equipment purchased through Information
Systems Services. However exceptionally other equipment may be accepted on contract by negotiation.

The service covers:

initial commissioning of new equipment, including installation and configuration of hardware and of
operating system, utility and anti-virus software;
installation and network connection at the users work place;
repairs of faults to hardware and to operating system and utility software;
hardware and software upgrades;
equipment moves as part of office relocation.

The service does not cover vandalism, theft, or accidental damage.

Faulty equipment will be either repaired or replaced, at the discretion of Information Systems Services. Where
possible, loan equipment is provided if faulty equipment cannot be repaired quickly.

Equipment sited off the campus must be returned to the campus for maintenance, whether under contract or on
time-and-materials.

Users are responsible for the preservation and recovery of data files, and should take adequate precautions. The
maintenance service cannot guarantee to recover lost data, though reasonable assistance will be given.

Contract maintenance

For contract maintenance, a separate contract must be taken out with Information Systems Services for each
piece of equipment to be supported.

Normally contracts are for a maximum of one year at a time, and run to the end of the University financial year.
However occasionally contracts may be taken out for longer periods. All contract renewals are at start of
financial year. Contract costs are given on a separate schedule.

For new equipment, maintenance cover begins from the receipt of the equipment by Information Systems
Services. Charges are levied from the beginning of the calendar month following the delivery and installation of
the equipment by Information Systems Services.

As a rule new equipment bought through Information Systems Services is eligible for maintenance under
contract for three years from the time of purchase and installation. After three years, contracts will be undertaken
only if spare parts for the equipment are still obtainable at economic cost. Support for equipment older than three
years may be on the basis of reduced commitment to service targets.

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If a piece of equipment becomes uneconomic to maintain because of unduly high increases in the prices of spare
parts or if spare parts become unobtainable, Information Systems Services reserves the right to terminate a
contract, even within the first three years after purchase. In such cases the charge for the unexpired part of the
contract will be refunded.

Contracts may in any case be cancelled on either side with 90 days notice in writing.

Information Systems Services may sub-contract support at its own discretion.

Time-and-materials maintenance

Equipment which is not on contract with Information Systems Services, but which falls within the scope of the
maintenance service, may be accepted for repair, upgrade or move on a best efforts basis. Such requests will be
handled at lower priority than work under contract. The charge will be for time and materials. The scale of
charges for time is given on a separate schedule.

In the case of time-and-materials maintenance, Information Systems Services will accept subsequent liability
only for those parts of the system which have been repaired or replaced.

Reporting faults, and requesting upgrades or moves

Faults should be reported via the engineering report line 2780, or at the Computing Service Help Desk. Each
fault report should provide:
date and time of call;
equipment type, and service contract number (displayed on the equipment casing) if under contract;
location of equipment, name of user, contact telephone number, and contact email address;
a description of the fault giving all relevant details.

If a fault is resolved or disappears before an engineer has made contact, the fault report should be cancelled via
2780 or the Computing Service Help Desk.

Upgrades and moves should be requested via 2780 or at the Computing Service Help Desk, with full
information being provided. Requests for upgrades which involve chargeable hardware or software must be
made in writing to the Computing Service Help Desk, with a departmental charge code provided.

AVAILABILITY

Service hours are from 0900 to 1700 on normal working days.

TARGETS

For hardware or software faults for equipment under contract, the Service aims to achieve the following
response targets:

From receipt of fault From first contact Full repair

report to first contact to initial fix
Fault affects more than one person 2 working hours 4 working hours No deadline
Equipment wholly unusable 4 working hours 4 working hours No deadline
Equipment partly unusable 8 working hours 8 working hours No deadline

A fault affecting more than one person may for example be a fault to shared printer. An initial fix may restore a
piece of equipment to an adequate working state while falling short of a full repair. No deadline is given for full
repair, as this may depend on external agencies.

The targets can be met only if engineers have adequate contact information, can gain access to the equipment,
and if necessary have the user present.

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MONITORING

Statistics are kept in the maintenance database of the progress of faults, moves and upgrades. Summary reports
are produced three times a year showing weekly volume, mean response times and percentiles, and the rolling
averages of response times. The reports are submitted to the Computing Service Management Group.

A summary of the numbers of new fault reports and faults in progress is emailed at the end of each working day
to the Director of Information Systems and the Deputy Director of the Computing Service, who follow up any
problems that are indicated.

CHARGES

The levels of charge for the contract and timer-and-materials services are given in the Service Commitment
Charges. In the case of printers, the manufacturers guidelines are followed in determining what printer parts
fall under the maintenance agreement and what counts as a separately purchasable consumable.