Hardware Repair Services
1.0 Scope of Work
LHRIC hardware repair technicians will troubleshoot and identify hardware problems and determine the most cost effective and time conscience solution. To learn about each service option available, refer to the appropriate section of this SLA.
2.0 Hardware Repair Services
2.1 Warranty Computer Service
Hardware Repair Services
The LHRIC is an authorized Self Maintainer for the following manufacturers:
Dell Computer and Printer
2.2 Warranty Service for Apple
The LHRIC provides warranty repair service on Apple iMac and Macbook computer systems at the current hourly enhanced warranty service rate. There is no cost for parts when systems are purchased with the Apple Care protection program.
2.3 Warranty Support for HP Computers
The LHRIC provides warranty repair service on HP computer systems at the current hourly enhanced warranty service rate. There is no cost for parts when the failed component is eligible for on site warranty service. Items not eligible for on site service include laptop drives, batteries, power adaptors, desktop keyboards, mice, and displays.
2.4 Warranty Service for Dell
The LHRIC provides warranty repair service on Dell Desktop and portable (laptop) computer systems and peripherals current hourly enhanced warranty service rate. There is no cost for parts when the failed component is eligible for on site warranty service. Items not eligible for on site service include laptop drives, batteries, power adaptors, desktop keyboards, mice, and displays.
Customers are advised to purchase a 5 year warranty on servers and a 3 year warranty on notebooks. Servers are purchased with 4 hour or next day support, which is provided by Dell.
2.5 Warranty Service for HP Printers
The LHRIC provides warranty repair service on HP Printers at the current hourly enhanced warranty service rate. Parts and labor charges apply to install consumer replaceable components such as toner cartridges, imaging drums, formatter boards, and other user replaceable assemblies.
2.6 Non Warranty Computer Support
The LHRIC provides non warranty service on Apple, Dell and HP computers and on HP and Dell printers at the current hourly non warranty service rate. Parts are additional.
2.7 Digital Surveillance Support
The LHRIC provides service for Digital Surveillance systems through an annual maintenance contract. This service level agreement covers first line support for district’s using the LHRIC School Services offering.
2.8 Projector and Smart Board Service
2.8.1 Non Warranty Smart Board and Projector Service
The LHRIC provides Non Warranty repair service on Smart brand Smart Boards and on NEC, Dukane, Eiki, Infocus, Mitusbishi, Proxima, Sanyo,Sharp, and Smart brand projectors at the current Non Warranty hourly service rate. The manufacturer is often the only repair option. Most manufacturers charge an “estimate fee” which is not refundable if the repair is declined. The estimate cost will be provided prior to making any repairs. Bulbs can be purchased through the LHRIC. The LHRIC also offers annual periodic maintenance and cleaning of projectors at 1/2 of the current non warranty hourly service rate. Periodic maintenance includes a cleaning of the projector filter, lenses, and mirrors, testing the output of the projector lamp, calibrating the smart board and installation of software upgrades on the attached computer work station.
2.9 Scheduled Periodic Maintenance (PM)
The LHRIC will provide scheduled periodic maintenance and cleaning of desktop computers on a time and materials basis. Scheduled Periodic Maintenance includes performing system diagnostics on the computer and cleaning the exterior of the computer, display and keyboard and vacuuming the interior of the computer. This service is provided at 1/2 of the current non warranty hourly service rate.
3.0 Asset Management
There is no cost to the district for Asset retirement services. BOCES provides Asset Retirement of computer and peripheral computer equipment. To insure that all equipment purchased through the Regional Information Center is removed from inventory and insurance coverage when retired, districts must utilize the LHRIC retirement service.
To schedule a pick up, please complete the LHRIC asset retirement form located on this web site. Carefully follow the instructions on the form to insure that your request is handled promptly. Email the completed form(s) to firstname.lastname@example.org
3.5 Managed Print Service
The LHRIC MPS provides automated toner and ink replacement via alerts sent directly from our print management application. Supplies are delivered and installed before the toner supply is exhausted. Details of this service are covered in the Managed Print Services section.
4.0 Performance Tracking and Reporting
4.1 Key Personnel Changes
Key personnel are not required to be specifically named within this Agreement but the LHRIC Networking department will notify the local School District in advance of changes to any key personnel that could affect the delivery of the services to the district.
4.2 How each service will be monitored
The benchmarks, targets and metrics to be used in the measurement of performance levels are defined below and provides detailed information on the monitoring of Standard and Non-standard Services delivered to the local School Districts and the metrics and other means to be applied to each Service component to measure the performance of the Services delivered under the terms of this Agreement.
4.3 Service Response and Resolve time
4.3.1 Response time
The LHRIC is committed to respond within 16 business hours for hardware service requests. Responding to a service hardware problem means that minimally, the hardware technician will contact the user reporting the problem and communicate to them when they will be on site or order parts to solve the problem.
4.3.2 Resolve time
The LHRIC is committed to resolve warranty requests within 32 business hours. Warranty resolve time is dependent on the warranty status of the unit. Warranty repairs are subject to the repair time of the manufacturer or parts delivery and availability from the manufacturer.
5.0 Problem Management
5.1 Support and Service Desk Services
The LHRIC Technical Services department will provide ongoing assistance to the local School Districts to provide hardware services. This will also include comprehensive Service Desk facilities. The Service Desk support services are defined below.
The LHRIC will provide to the district the use of a centralized Helpdesk to submit service requests. Service requests can be submitted to the helpdesk by phone or via the web at http://www.lhric.org/helpDesk.cfm. Use of the Helpdesk will provide centralized management of all district support work. In addition it will allow and assist in management of technical resources and monitoring of calls by LHRIC regional supervisors.
Key district personnel will have the ability to view status of open and closed service calls via a web browser as well as print reports and view detailed actions on service requests. Detailed reports containing specific data can be provided to district personnel to identify trends or recurring issues and can be either mailed to the district or presented in person to the appropriate district personnel by the LHRIC senior technical staff.
The LHRIC Help Desk will be available M-F, between 7:30AM and 5:00PM.