NUMBER: DLIS 1.50
SECTION: Division of Libraries and Information Systems
SUBJECT: Computer-Related Hardware Maintenance &
Desktop (Workstation) Support Contracts
DATE: March 4, 1997
Policy for: Columbia Campus
Procedure for: Columbia Campus
Authorized by: George D. Terry
Issued by: Division of Libraries and Information Systems
________________________________________________________________
I. Policy
The Division of Libraries and Information Systems (DLIS) is
responsible for fostering the progressive growth of campus
computer resources and maintaining those resources to best
fit the University's user community's needs. To do this it
is necessary that DLIS recover those additional out-of-pocket
costs incurred in developing, supporting and maintaining an
efficient data communication system and a high level of
responsive service. Computer Services has the authority to
initiate diagnostic and maintenance hardware and desktop
(workstation) support contracts. Desktop support contracts
support the functionality of the standard internet workstation.
The contract is intended to provide an efficient service that
will minimize the drain on a department's resources while
maximizing its networks and equipment benefits.
II. Procedure
A. Maintenance Contract Availability for Equipment and
Desktop Support:
DLIS will provide for maintenance agreements on personal
computers and peripherals owned by the University or
purchased/used for University projects and or grants.
Prior to placing an item on contract, it will be certified
by diagnostic testing, physical inspection and inventory
to ensure that it is in proper working order and can be
supported under the maintenance plan. Items outside of
the University system or non-standard items may be placed
on contract by special agreement. If an item is not
placed on contract, there will be a cost associated with
the inspection/analysis process. The initial contact for
inquiry, support or trouble calls concerning contracts is
the Computer Services Service Center located at 1244
Blossom Street (777-1800).
1. Authorization to Enter into Vendor Contracts
No department aside from Computer Services is authorized
to enter into a vendor contract that involves computers
(software and/or hardware), networking, related contracts,
sales or repairs. To ensure prompt and efficient service,
all questions on contracts and repairs related to computers,
communications and networks must be handled by or through
Computer Services. Exceptions to this policy must be
approved by the Vice Provost for Libraries and Information
Systems.
2. Warranty Service
Warranty service for new equipment will be provided free
of charge (according to the specifics of manufacturer's
policies and procedures) for covered items. The owner
must be able to provide proof of purchase. Warranty
work for repairs is for ninety days on labor and
vendor's warranty for specific parts. USC warranty
for software is limited to the media of distribution
under proper licensing agreements and the limitations
of the vendor's warranty. Questions pertaining to
warranty for hardware should be directed to the
Computer Services PC shop (777-8880) before a service
request is initiated. Questions on software warranty
should be directed to Computer Services Service Center
at 777-1800.
3. Equipment Not Under Support Service Contract
Service support for equipment not under contract will
be at the current labor rate (one hour minimum) with
increments of quarter hour plus vendor price for parts,
shipping and handling. The labor rate includes repair
personnel travel time to and from the user's site.
Non-standard components, items which are part of a
piece of equipment, may be excluded from the service
contract.
4. Software Not Under Support Service Contract
Liability for non-supported software will be strictly a
responsibility of the user and will not be covered under
a support service contract. A listing of supported
software may be found at HTTP:/WEB.CSD.SC.EDU/SOFTWARE.
5. Service Initiation
A written desktop (workstation) support contract will
be forwarded by Computer Services to each Department
Head for review, comment and approval. Questions
concerning the contract should be routed to the
Computer Services Service Center (777-1800).
When a department head reviews and signs a workstation
support contract, it should be forwarded to the DLIS
Business Office, Thomas Cooper Library.
6. Service Contract Costs
Equipment contract cost is based on a specific
manufacturer's unit and a normal 12 month University
fiscal year. Contract cost will be prorated for
items on agreement less than a full fiscal year.
Cost is due in full at the initiation of the contract.
Costs are subject to evaluation and change on an
annual basis. If a change in cost is necessary, a
30 day prior notice will be provided to all effected
parties. A per item annual cost, as well as
associated labor costs, will be reflected on each
department's workstation support contract.
7. Service Requests
Equipment requiring hardware service may be brought
to Computer Services Personal Computer Shop, 514
South Main Street, or a request may be placed for
on-site service. Requests for on-site service may
be placed by contacting the Computer Services
Service Center at 777-1800 or addressing an E-mail
request for service to SERVICES-COMPUTER@SC.EDU.
B. Hardware Maintenance & Desktop (Workstation) Support
Contract Terms
The contract provides for two separate levels of support
service; hardware maintenance and desktop support.
Hardware maintenance is defined to mean the physical
repair of computers and related hardware for which the
Department or College makes provision under this contract.
Desktop support is defined to mean the diagnosis of
problems for equipment and software also provisioned under
this contract. This contract in no way limits a Department
or College from obtaining any equipment or software they
deem necessary to support their mission. The contract does
limit support to those items for which Computer Services
has qualified personnel or facilities to provide the
necessary level of support service.
1. Maintenance and Support Contract Costs and Coverage
a. Desktop (Workstation) Support:
The cost of Desktop Support Service is an annual
fee per workstation that is set at the time of
contract initiation or renewal. A desktop
(workstation) is defined as a grouping of hardware
designed to support a single user. A typical desktop
consists of a CPU, Monitor, Cables, Printer, Keyboard,
Mouse, Standard Accessories (including network
connection), and institutionally-supported Software.
The fee provides for the evaluation and diagnosis of
problems, and repair of equipment or supported software.
The cost of hardware parts that are not under
manufacturers warranty are the responsibility of the
contracting unit.
b. Hardware/PC Maintenance Only:
A unit may choose to enroll in a contract that would
provide for a hardware maintenance (repair) only
contract that is based on a individual piece of
equipment. A complete listing of all supported
hardware and their associated costs of service is
available by calling the Computer Services Service
Center at 777-1800.
c. Non-Contract Repairs:
If a department's equipment is not covered under
either of the above contracts, and later unforeseen
circumstances require repair service, a standard
per hour labor charge per call will be levied with
a one (1) hour minimum charge per call. After the
initial hour of service, labor cost increments of
1/4 hour will be charged. Parts required to make
a repair will also be charged to include their
handling, shipping and replacement cost. The
current per hour labor rate can also be obtained
by calling the Computer Services Service Center at
777-1800.
The charges referred to above are subject to ongoing
financial evaluation and may change on an annual basis.
In the event a change is required, a 30 day prior
written notice will be sent to all effected parties.
2. Contract Termination:
Either party under the terms of this contract may
terminate either the Desktop Support portion, or the
PC Maintenance Only portion, or both. To do so will
require a thirty (30) day prior written notice from
the appropriate Department Head to the DLIS Business
Office in Thomas Cooper Library. The Business Office
in turn will provide notices of termination to the
Desktop Support area or the PC Maintenance area.
3. Additional Information
Additional information on the desktop (workstation)
maintenance contract process, associated costs, and
sample copies of the contracts can be obtained by
calling the Computer Services Service Center at
777-1800.
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George D. Terry
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