2. Service Description - Main Features

The main features of the service are as follows:
  1. Equipment must be in full working order at the time of registration. Faults reported deemed present prior to the equipment being placed under contract may be excluded from cover. This is policed at the sole discretion of the contractor.
  2. It is for the repair of hardware faults only.
  3. Details of the computers must be registered with the service through the University's Computing Services. All external peripheral items to be included in the service must be separately itemised.

    Please note: Special internal peripherals, such as high performance graphics cards and tape systems may require an extra payment in order to be covered by the scheme. For this reason it is important to fully specify all internal peripherals when the equipment is registered. If full details of the system are not specified at the time of registration, then certain faults may be excluded from the service, or an extra fee may have to be paid if a repair is to be carried out. The Equipment Specification section provides more details.

  4. Registered equipment must be out of warranty, or very nearly so. However, see also the section Registration of Equipment still under Warranty.
  5. Registered equipment is covered against parts and labour costs for the following:
    • any electrical, electronic or mechanical breakdown as a result of inherent cause (i.e. internal failure of the machine)
    • residual cause or external influences that include operator error and failure of electricity supply or environmental controls.
    Damage caused whilst the equipment is in transit outside a building is not fully covered; replacement parts will be charged for, but there will be no labour charge.
    Damage caused by incorrect operational procedures, such as incorrect installation of toner, will not be covered.

    Airport/Aeroplane damage excluded. Experience with users who frequently travel by air has shown problems can occur on certain makes and models of portable computers, when the equipment is subject to certain types of scanning equipment. Other models are known to suffer screen failure at altitudes greater than 10,000 feet. The damage is normally noticed with large blotches or patches across the screen. In such cases the breakdown service will not be held responsible for the cost of any replacement parts.

  6. There is no cover against damage caused by flood, fire, lightning or other perils; neither is there cover for accidental damage. Cover for such risks is typically provided as part of a wider building insurance policy.
  7. Damage caused by misuse of the equipment is not covered by the service.
  8. The following limited life components are included in the cover (but see next section for some exceptions):
    • Drums, corona wires, fusers and ozone filters in laser printers,
    • CMOS batteries and batteries in laptops,
    • Pickup rollers and print heads in dot matrix and inkjet printers

    Please note: Laptop batteries are included only if properly maintained. Following the manufacturers guidelines regarding battery maintenance will present no problems with respect to the breakdown service. However, if a laptop has been stored and not used for many months, the battery may become discharged and permanently unusable. Battery damage caused in this way will not be covered by the breakdown service.

  9. The following limited life components or consumable items may not be covered, depending on options chosen when registering equipment for the service:
    Printers
    • Drums,
    • PCU units,
    • Transfer belts,
    • Fusers on colour printers,
    • Optional Paper Trays (Unless paid for as additional item).
    • Thermal heads on all wax printers and some thermal plotters,
    • Components for some specific types of less common equipment may be excluded. Any such exclusions will be identified when a quotation is provided.
    Scanners/Projectors
    • Lamps/Bulbs
    Monitors (CRT only)
    • Tube failure as result of ‘end-of-life’
  10. Periodic maintenance requirements are not covered. Examples include, service faults on equipment such as printers, that relate to maintenance kits needing to be applied to the device, or the E101 error message on EPSON Large Format printers, indicating Carriage Motor is end of life. If the parts are purchased from the maintenance contractor, their fitting will be free.
  11. Issues arising from general wear and tear are not covered, e.g. keyboards with loss of lettering due to significant use.
  12. Multimedia equipment such as speakers and microphones are not included; replacement parts will be charged for, but there will be no labour charge.
  13. Replacement consumables are excluded from the repair service; for example, toner cartridges, inkjet cartridges, ribbons, diskettes.
  14. The service is on site: the engineer will visit the site of the broken to make the repair or collect equipment for return to the Equinox workshop for repair.
  15. An annual fee, for an amount that is dependent on the type of equipment being registered, is paid at the time of registration. In the normal operation of this service, no further payments are required following the breakdown and subsequent repair of a registered item of equipment; see the Equipment Specification section for further details.
  16. The service is provided through a contractual arrangement with a third party maintenance contractor. As with all contracts, if problems arise and the contract must be prematurely terminated, breakdown cover may cease before the end of the annual period and there will be no guarantee of any refund. The University will endeavour to obtain alternative services but these may only be available at an additional charge.

  17. The working hours for the engineer are 9.00am - 5.00pm Monday to Friday, excluding bank holidays and the University Christmas closure period.
  18. For the Standard Workstation Service, an engineer will arrive within a working day of a call out, and the machine will be repaired or a replacement (if eligible) will be organised within a working day of the engineer's arrival. For the Fileserver Service, there is a 4hr maximum response time with a 4 hour fix time.
  19. If the repair cannot be carried out within a working day, a loan machine of similar performance and specification can, in most cases, be provided by the engineer until the repair can be completed. This option is not always required, but if it is, ask for it if the engineer forgets to offer it. If the fault does not involve the hard disk then the engineer may be able to transfer the hard disk into the loan machine to provide continuity of working. Consequently, the worst case elapsed time from reporting a fault, to having it repaired or temporarily replaced, should be 48 hours in most cases.
  20. For the following equipment, if the repairer is unable to effect a repair, a replacement machine will be provided whose specification will be at least equivalent to the original equipment, as long as the replacement cost is no greater than £1,000:

    • Personal computers (Apple and PCs) including screens,
    • Laptops
    • Printers in the 'Standard Category'

    However, please note that external devices, such as CD drives which are supplied by the manufacturer as part of the laptop kit, may not be replaceable when faulty, due to the unavailability of the component.

  21. Loan equipment cannot be taken abroad.
  22. Loan equipment is not available for the following:
    • Non-standard printer features such as large input paper bins,
    • Docking stations, Magneto Optical Disk drives, multi-stack CD ROM drives, LCD Transfer Panels, Optical Mark Readers.
  23. The components which are replaced in the course of a repair become the property of the maintenance contractor. In the case of hard disks which have been replaced, if it is important to arrange for data recovery or data destruction, then the disk may be temporarily retained, but it must be returned to the maintenance contractor after recovery attempts or data destruction have been completed. If confidentiality requirements dictate that the disk should be destroyed, there may be a charge levied by the repairer to cover lost income, as the disk cannot be sent for refurbishment.
  24. The normal address for the equipment can be anywhere on mainland Britain. Additional charges will be made for visiting offshore islands to cover the cost of ferry or plane journeys.
  25. The cover provided by the service operates while the equipment is temporarily removed to another location within the European Union, Norway and Switzerland. Faults which occurred whilst abroad may be reported on return to the UK.
  26. Equipment owners who attempt the repair of hardware faults without the authorisation of the Computer Hardware Breakdown Service or without consultation and agreement with the maintenance engineer do so at their own risk and may invalidate their registration.
  27. Users are not normally permitted to access the internals of registered equipment for the purposes of changing parts. If this becomes necessary, then contact the Computer Hardware Breakdown Servicebefore doing so as such actions may invalidate the registration.
  28. Upgrades to hardware after it has been registered must be notified to the Computer Hardware Breakdown Service at OUCS and any further fee which becomes due must be paid. Failure to notify OUCS of any upgrades may invalidate the registration.
  29. Graphics Cards. Special consideration must be given to graphics cards. If the graphics card in a system is not the standard one supplied by the manufacturer (e.g. extra video RAM has been fitted, or a higher specification model has been requested), then the details of the card must be declared. An extra fee might have to be paid at the time of registration and there may be no loan option for the card. For specific pricing information, contact the Computer Hardware Breakdown Service.
  30. SCSI Hard Drives. Special consideration must be given to systems containing SCSI hard drives. The specific make and model of the SCSI controller must be identified. If the controller is a non standard variety that cannot be replaced or is very expensive, then the details of the card must be declared. An extra fee might have to be paid at the time of registration and there may be no loan option for the card. For specific pricing information, contact the Computer Hardware Breakdown Service.
  31. Sound Cards. Basic or onboard sound cards are included in the standard price. If a 'quality' sound card is part of the specification and any repair will require a similar quality replacement, then the details of the card must be declared. An extra fee might have to be paid at the time of registration and there may be no loan option for the card. If the quality of sound is not important, the existing 'quality' card need not be declared, but any replacement would be with a basic sound card. For specific pricing information, contact the Computer Hardware Breakdown Service.
  32. Specialist printers, such as high volume print servers with many 'bells and whistles', may incur an extra fee. The price list for desktop equipment provides more details.
  33. This breakdown service only applies to work carried out on registered equipment by the third party maintenance contractor. The cost of work carried out by any fourth party on a chargeable basis cannot be reimbursed.
  34. Changes to this Service Description may be made from time to time and at least seven days notice will be given.

If full details of the system are not specified at the time of registration, then certain faults may be excluded from the service, or an extra fee might have to be paid if a repair is to be carried out.

Up: Contents Previous: 1. Introduction Next: 3. Equipment Specification