The University of Sheffield
Corporate Information and Computing Services

Computing Equipment Repairs and Maintenance

Description of Service

Maintenance and repair service for computing equipment.

Client Groups/Eligibility for Services

Computing equipment owned by the University.
Computing equipment owned by staff and students used for University work.

Provider Responsibility

  1. To collect/take delivery of equipment for assessment, or assess in situ where possible.
  2. For University-owned equipment, a replacement will be provided for the duration of the repairs whenever possible.
  3. For personally-owned equipment, all efforts will be made to assist the user to gain access to the University's on-line facilities.
  4. To diagnose the problem with the equipment.
  5. To advise either on the feasibility and cost of repair or that the equipment is not repairable.
  6. To advise users whether or not an Internal Trade Order to cover the cost of parts will be required before work is completed.
  7. To repair (or modify) the equipment, or arrange for it to be repaired by a third party where applicable.
  8. To keep the 'owner' informed of progress of the repair.
  9. To inform the 'owner' when the equipment is ready for collection or return the equipment when repaired.
  10. To arrange for the safe disposal of unrepairable equipment if appropriate.

User Responsibility

  1. To accept responsibility for backing up their own data before work commences and restoring it after work has been completed.
  2. To deliver the equipment to the Computing Centre or University Residences IT facility at the Endcliffe site, or make it available for collection on a pre-arranged day.
  3. To provide an Internal Trade Order to cover the cost of parts, where required, before the work is completed.
  4. To collect/take delivery of the equipment on a pre-arranged day.
  5. To provide passwords and any special information to an authorised member of CiCS.

Availability of Service

During core service hours.

Service Statistics/Outputs

Workshop database records.

Service Measures

Equipment should be investigated within 3 working days of first notification.

Dependencies

Availability of spares from CiCS stocks or from third party suppliers.

Feedback and Monitoring

CiCS User Group.
Staff survey.
Student Services survey.

Exclusions

Equipment covered by a manufacturer's warranty.
With personally-owned equipment, repairs that are not practicable.

Location of Service

Charges

Cost of parts only.

Failure Response

To arrange re-assessment of equipment as soon as possible.