IT Services



Computer Hardware Breakdown Service: Engineer Callout


Contents



1. How to Call Out the Engineer

Please Note:

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:


2. Customer Responsibilities



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.