1. How to Call Out the Engineer

Please Note:
  • The service is for the repair of hardware faults. Software faults cannot be corrected using this service and the caller may be liable to a call out fee if the fault is caused by software.

  • The service is not for upgrades to working equipment.

  • Do not save up faults for some time and then call out the engineer for a lot of faults at once. This distorts the work load and can make it impossible to meet service level commitments.

There are three choices for calling out an engineer:

  1. The preferred mechanism for invoking the service is to use the internet to access a web form through which all the necessary details can be entered. Through this route, there is no waiting, immediate acknowledgement and a call tracking facility. Go to the callout web site and follow the instructions provided. A username and password is required and will be provided by contacting the PC maintenance service at OUCS.

  2. If there is no access to the above web site, you can email a fault description, along with the registration number and serial number of the faulty equipment, to service@equinox.co.uk

  3. Finally, as there can be situations when you have no access to the network (possibly as a result of the fault that you wish to report), a last resort is to report the fault by telephone as follows (response via this route may be slower):
    • Call a telephone number, which is supplied when registering. This number puts the caller through to the call control service which accepts calls between 9.00am and 5.00pm Monday to Friday excluding hank holidays. Outside of these hours, call details can be faxed; the fax must provide the following details:

      • The contract number for this maintenance service, which is supplied when registering.

      • The registration number issued by OUCS for the item of equipment concerned.

      • A contact name, telephone number, address of location of equipment, make, model and serial number of equipment and a brief description of the fault.

    • An arrangement will be made for an engineer to visit within one working day (9.00am - 5.00pm, Monday to Friday) and a Fault Call Reference Number will be issued which can be used to facilitate any further enquiries about the call out.

IMPORTANT:
  • If your system has a hard disk, it is your responsibility to ensure that any important data is securely backed up to protect against possible data loss. The repair service cannot be held responsible for any loss of data that might occur as a consequence of repair work being carried out.

  • It is your responsibility to protect the confidentiality of your data, if that is important.

  • The repair service does not normally retrieve data from damaged hard drives. The Personal Computer Consultancy service may be able to assist with such matters.

2. Customer Responsibilities

  • Having called out the engineer, the customer is responsible for providing the engineer with reasonable access to the equipment.
  • Customers are also expected to have the basic support disks available, such as Windows or Mac OS installation disks, and appropriate consumables such as paper. The engineer may not be able to fully complete the repair if such items are not available.
  • When the engineer's visit has been completed, the customer or their representative must be available to sign the field service report.

3. Contacting the Service

Enquiries or correspondence about the service should be addressed to the Computer Hardware Breakdown Service (pcbreakdown@oucs.ox.ac.uk) at the Computing Services.

3.1. Feedback

In order that the quality of service being achieved by the maintenance contractor can be monitored, OUCS would appreciate any feedback which customers of this service might care to give.

In a related vein any comments about PC suppliers and the quality of their goods and services would also be welcomed by the Computing Services. Due to the fragmented nature of the purchase and use of personal computers throughout the University it has generally been very difficult to gain a broad impression of the quality of the various suppliers and manufacturers of equipment being used. If sufficient feed back to the Computing Services is obtained the information will be made available to anyone within the University requiring it, possibly allowing better judgements to be made about where to purchase equipment from.