Services
Institutional Computer Repair Services
WVU OIT Support Services Computer Repair within our Technology Support Center is a centrally funded program directed toward keeping WVU-owned desktop computers functioning. Support Services staff will arrive on site to screen repair calls and will effect repairs themselves or forward the repair to a contracted third party vendor. Departments pay a $50 charge per problem, regardless of the nature of the repair. Multiple unrelated problems might require multiple repair calls and billing.
Eligible Items
Any item we service must bear a WVU or UHA asset tag and must be registered in our repair database. Items with an acquisition value lower than $5000 may be tagged with a Computer Service repair tag and registered for service with proof of ownership from the department.
UHA equipment is covered under a separate agreement and requires a $35 per year fee.
The Repair Program is designed to get common WVU office desktop computers, printers, and related items back in operation in a reasonable time frame. This program does not cover servers, high-end graphics workstations, and computers that are part of specialized equipment. We can occasionally provide limited service on these items, depending on the type of service required.
PLEASE NOTE: We do not work on items located in hazardous areas.
Repair Types
The Repair Program fixes problems related to common wear or errors encountered in normal use. It is much like the extension of a warranty bought to cover household appliances.
Departments bear the cost of normal consumable items, such as ink cartridges, diskettes, paper, and printer toner cartridges. Our Repair Service does not stock these items.
The program is not intended to fix damage
from accidents such as dropping the item, spilling liquids
in the keyboard, or similar incidents. That type of service
would be similar to coverage by an automobile insurance policy,
which is not our goal. Employees are expected to keep reasonable
care of the equipment entrusted to their care. Extended manufacturer’s
warranties are recommended to cover these types of repairs.
Repair Time Frames
The Support Services staff person responds to calls within 24 working hours. If a call must be referred to the repair vendor, that company has two working days to contact the caller and eight days from that point to effect the repair or to leave a "loaner" in place.
Over the ten-year life of the repair program, repairs have averaged three days for the more than 22,000 calls we have answered. Longer vendor “time to repair” parameters are one way we use to keep the overall contract at a manageable financial level. Guaranteed faster response times increase the contract cost dramatically.
We try to assign calls on first come, first served basis. We specifically recommend departments do NOT rely on the Repair Service for coverage of mission critical items. We do our best to effect repairs as quickly as possible. However, we cannot guarantee same day response and completion.
Updated April 24, 2007