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Maintenance Services

Registration
All JMU-owned hardware must be registered through PC Services and have an Equipment Service Number (ESN), also known as an MPAC Number (A1234 or M9876), before it can be serviced. All computer related equipment relocated or transferred to another organization must have an Equipment Change Request Form (EICR) completed and one copy sent to PC Services. To register hardware:

• Contact Peggy Armentrout by phone or email at 568.3155 or armentpk@jmu.edu
• Peggy will schedule a suitable time for inventory and equipment registration

ESN Numbers
Equipment Service Numbers (ESN) are unique numbers assigned to computers and peripherals here at the University. These numbers are used to keep inventory of computers and equipment and are also used by PC Services when they provide support on any computer and printer. These 4-5 digit alphanumeric numbers (such as B4321) are located on a blue sticker in an obvious location on the machine. These numbers were previously called MPAC numbers because they were stored in the MPAC information system.

Numbering System: The letter at the beginning of the ESN denotes the year the machine was purchased. A=1997 D=2000 G=2003 J=2006 B=1998 E=2001 H=2004 K=2007 C=1999 F=2002 I=2005   Note: • No Alphabetic Letter - equipment purchased prior to 1997 has no alphabetic letter in the ESN (just all numbers). Service requests for this equipment must be entered with a P followed by the number in the HelpDesk and Remedy systems. Starting with 2008 -- the ESN numbering scheme changed to a 2-digit year followed by a sequential number. For example: 08-0001, 08-0002, etc... M is a prefix which was used for monitors, but has been discontinued for several years. There are still some monitors in use with this designation that are valid ESNs. X is a prefix used for units that were taken out of salvage to provide a department with a special need. These were distributed with the agreement that they were receiving the unit "as is" and when the unit failed it would be returned to salvage. Z at the start of an ESN denotes ROTC and not a year.

Repair Site
Maintenance services are performed at the PC Services Work Center where tools, parts, and other resources are located to expedite service. Only unique system problems are resolved at the customer's site. PC Services will uninstall, transport and reinstall all equipment for servicing. The Work Center is a secure, controlled location.

Data Preservation
Protecting data is the responsibility of the individual user. All hard drives or other storage devices should be backed up at regular intervals and prior to servicing.

• PC Services cannot guarantee the restoration or prevention of lost data on any data storage device.
• Replaced defective storage devices will be loaded with the operating system, plus data from the customer's backup.
• PC Services will assist the customer in obtaining data recovery services on storage units that have failed and not backed up at the customer's expense.
• PC Services will coordinate software installations with Desktop Services.

Warranty Documentation
All JMU departments are encouraged to keep their warranty and purchase documentation accessible. Such information discloses the duration of the warranty period and eliminates duplicate charges for items that would otherwise be covered under warranty. A copy of your warranty documentation should be provided when your computer is picked up for servicing.

Maintenance Support Agreement
An annual Maintenance Support Agreement governs the servicing of equipment to ensure it is maintained according to manufacturer's operating standards. Billing for maintenance for each organization is accomplished at the end of the first quarter of the fiscal year. This billing is based on the computer inventory count as of the end of the previous calendar year, 31 December. (Example: FY2010 will be based on Inventory as of 31 December 2008). Any equipment added after close of inventory will not be billed till the following fiscal year. Any equipment not transferred or surplused prior to 31 December will be included in the billing.

The Agreement provides for:

Desktop Personal Computers

• Repair and/or replacement of basic system parts up to 50% of current market value of the system. Basic system parts include the system board, power supply, hard drive, floppy drive, video cards, optical drives, mouse, keyboard and monitor. Manufacturer installed components, such as sound cards, etc. will also be serviced under the Agreement.
• Customer added and/or specialty components will be diagnosed and repaired, if possible. The replacement cost of such components will be at owner's expense (with their authorization). There is no labor charge for this service.
• Replacement parts will be equal to or exceed specifications of original components. PC Services will try to replace parts with like items, but due to rapidly changing technology, like items are not always available.
• Systems or components under warranty will be handled by PC Services provided the equipment is registered with an Equipment Service Number (ESN) and/or warranty documentation is available.

Laptop Personal Computers

• PC Services will troubleshoot and repair laptop PCs (within the capabilities/resources of the Work Center).
• Costs for repair parts or repairs made at the manufacturer's repair center, are the responsibility of the customer. Authorization will be received from the customer before costs are incurred.
• The cost of shipping, tracking, receiving, and testing are covered under the Agreement.
• PC Services will test, order, and install batteries. The customer is responsible for the cost of the batteries if past the battery warranty period. Note: Most laptop batteries are only covered by the manufacturer for a one year period even when the unit has a longer warranty.

Tablet Computers Support Statement (JMU-Owned)

There are several vendors that manufacture tablet computers, both slates and convertibles. PC Services is a certified Dell repair facility and can repair Dell tablet computers at our facility. If you purchase a tablet computer from a manufacturer other than Dell, please understand that our ability to support you will be limited. We cannot provide on-campus hardware repair service for brands other than Dell. If a non-Dell tablet requires hardware repair, it will be shipped to the manufacturer for service, possibly for a prolonged period.

Printers

• Repair and/or replacement of basic system parts up to 50% of current market value of the unit. Consumable parts are not covered under the Agreement and include toner cartridges, printer ribbons, ink cartridges, print wheels, paper trays/covers etc.
• Certain high usage, heavy duty printers such as HP/5si, 4000, 8000 series and color lasers require a special maintenance kit after an average of 300K copies. The cost of this kit, approximately $450 to $550 and is NOT covered under the Agreement, but labor for the kit is covered. Departments that rely on a single printer should have alternate printing arrangements for service downtime.

Peripherals

• Peripherals include devices attached to a desktop PC such as plotters, scanners, storage devices, etc.
• PC Services will troubleshoot and repair peripherals (within the capabilities/resources of the Work Center).
• Costs for repair parts or repairs made at the manufacturer's repair center, are the responsibility of the customer. Authorization will be received from the customer before costs are incurred.
• The cost of shipping, tracking, receiving, and testing are covered under the Agreement.

The Agreement does not provide for:

• Damage caused by the customer
• Damage including beverage spills, drops, abuse, missing parts, etc.
• Non-registered and/or non-supported equipment
• Failed customer attempts to perform maintenance/installs/upgrades. Repairs of this nature will return equipment to manufacturer's operating specifications and will be billed as an upgrade/install, plus parts.

The types of repairs listed above will be made on a time and materials basis.

PC Services will perform upgrades/installs for a nominal fee, plus parts.