Computer Maintenance

This maintenance procedure establishes a process for the hardware repair of all University owned microcomputer and microcomputer peripheral equipment (i.e., printers, scanners,CD-ROMS, network cards,multimedia equipment, etc.). Exclusions to this equipment would be equipment that is already under an existing  service contract, monitors costing more than $1,000 and any nonstandard PC equipment  as deemed by Computer Services.

PC Maintenance Contract

This is a prepaid agreement between the University and an outside vendor (Currently Data Processing Equipment Corporation (DPEC)) for the repair of all hardware parts that apply to the above description.

Procedure

1. When a user feels that they have a hardware problem with computer equipment, an initial phone call should be made to Computer Services. Data for a maintenance service call will be collected from the user (ETSU #, brand & model # of equipment, and description of problem) and entered into a database.

2. Upon receipt of the service request, Computer Services should respond within four working hours for an initial inspection of the equipment.  If it is determined that the problem is an actual hardware component, then the service request will be turned over to an outside vendor.  Otherwise, Computer Services will resolve the problem. 

3. Computer Services staff will call the repair vendor.  The repair vendor should respond within eight working hours of the initial inspection and perform repairs at the location of the equipment  when reasonable.  The vendor(s) will be required to service equipment located on the main campus, the Veterans Administration campus and clinical buildings in Johnson City. Equipment from ancillary locations in other cities will be brought to the Main Campus location by Computer Services personnel or departmental staff.  Adequate and comparable loaner equipment will be arranged by the repair vendor when the equipment is going to be out of service for a period exceeding 24 hours.

4. Any questions or status checks should be directed to the PC Maintenance Supervisor at Computer Services.  The outside vendor is not to be contacted directly at anytime. For our tracking and bidding purposes all University microcomputer/peripheral equipment must be assigned an ETSU inventory number.  If your equipment has not been assigned an inventory number, then you would need to contact Purchasing and have an ETSU inventory number assigned to it.  

Purpose

The intent of this maintenance agreement is to establish a blanket purchase agreement between the University and the successful bidder(s) for the repair of all University-owned microcomputer and microcomputer peripheral equipment  (i.e. printers, scanners, CD-ROMS, network cards, multimedia equipment, etc.) Provided the equipment is not under warranty and does not have an existing service contract.  The University reserves the right to award this contract to multiple vendors if it is in the vest interests of the University.  A mandatory pre-bid conference will be held in the Computer Services' Conference Room,  Room 309 Burgin Dossett Hall on (date) at (time) to answer questions regarding this proposal. (Note: Date and time to be filled in by Purchasing.)

The terms of this agreement will be from July 1, 1996 to June 30, 1997 with the option to renew for (2) additional one year periods.  Any contract arising out of this proposal may be terminated by either party by giving the other part (60) days written notice.  It may be terminated at anytime by the University for failure of the contractor to perform under the provisions of the contract. The University had approximately 2662 personal computers, 1993 printers, 48 scanners, etc. covered by the policy.  A list consisting of brands/models and approximate dates of purchase is available for review. The contract will be awarded to the bidder(s) who, in the opinion of the University, submits the best proposal based upon a combination of factors, including, but not limited to, the following:     

Submits the lowest bid for a blanket coverage of all Microcomputer/Peripheral equipment belonging to the University.

Ability to service and repair a variety of equipment with trained technicians, and the availability to provide adequate loaner equipment; A list of available loaner equipment must be included with the bid response.

Response time

Ability/willingness to perform warranty service regardless of sources from whom the equipment was purchased; A list of equipment that the bidder can service under any warranty must be included with the bid response: and, References from accounts serviced.

Policy

Upon award of the contract the vender will specify a contact person(s) regarding any correspondence with a designated person(s) in Computer Services.  These individuals must be available for daily contact with Computer Services and to meet with Computer Services on a reasonable schedule.

When repair of microcomputer/peripheral equipment is necessary, Computer Services staff will call the repair vendor.  The repair vendor will respond within 4 hours. (If call is placed to the vendor in the a.m., repair should be made in the p.m. of the  same day; if the call is placed in the p.m., repair should be made in the following a.m.) And perform repairs at the location of the equipment on campus when reasonable. The vendor(s) will be required to service equipment located on the main campus, the Veterans Administration campus and clinical buildings in Johnson City.  Equipment from ancillary locations in other cities will be brought to Computer Services by ETSU personnel.  Adequate and comparable loaner equipment will be arranged by the repair vendor if the equipment is going to be out of service for a period exceeding 24 hours.

The repair vendor(s) will sign a log-in sheet in the Basement of Rogers Stout at which time he or she will pick up a copy of the service request forms.  Upon completing repair the vendor will have ETSU personnel (department which has the dysfunctional equipment) sign the form, detach and leave one copy of the repair request and service acknowledgement with the department.  The service technician will then return to the Basement of Roger Stout to sign out and return the signed request form(s) to  Computer Services.

The successful vendor(s) will maintain books and records relating to this contract for a period of three years from final payment.  Such books and records will be made available based on an ETSU fiscal year (July 1 to June 30) to the Computer Services Department as requested and are subject to audit by the State of Tennessee.

The successful vendor(s) will be required to participate in periodic meetings per request of Computer Services.

Invoicing

A monthly invoice to cover the price of the service agreement should be sent to Accounts payable ETSU.  Payment terms are to be net 30 after receipt of invoice.

Miscellaneous Requirements

The University's preference is that all parts will be new and of the same brand and model number (like parts) of the unit being repaired.  However,  when new parts are not available, (i.e., discontinued, long back order, etc.) Compatible used/refurbished or generic parts will be acceptable.  If used/refurbished or generic parts are utilized in the repair, the contractor will guarantee the parts as being compatible and will warrant the parts the same as new like parts.

Supply items (i.e., toner cartridges, print ribbons, etc.) should not be replaced by contractor.   These items are user replaceable and are the responsibility of the user.  One known exception is Quietwriter print heads, these are to be covered under this agreement.

Computer Services, must be consulted prior to and in agreement with repairs that do not fall under the blanket coverage maintenance agreement.

Pre-286 computers and Apple models preceeding and including Macintosh Plus will be omitted from maintenance coverage to help maintain low cost in maintenance coverage.

East Tennessee State University reserves the right to own and maintain a spare parts inventory and conduct in-house repairs.

Contractor's Warranty after Repairs

The successful contractor(s) will warrant all labor for a period no less that sixty (60) days after repair.  All materials will be warranted for a period no less than (60) days after repair or for the manufacturer's standard warranty, whichever is greater.

Time of Acceptance

Unless a bidder fails to state a time by which a bid must be accepted, it is understood and agreed that the University will have three hundred sixty-five (365) days to accept.

Coverage Exemptions

The following are incidents in which the repair of equipment would not fall under the contract.

 Damage induced to equipment by the user.

Damage induced to equipent by environmental extremes. (i.e., water, lightning, etc.)

Stolen or missing components.

Maintenance Summary

There were a total of 681 maintenance calls that required hardware repair between 01/01/95 - 01/01/96.  Of these 96 were under warranty.

Office of Information Technology
Campus Box 70558
Room 308, Burgin Dossett Hall
East Tennessee State University
Johnson City, TN 37614
Help desk: 423-439-4648
fax: 423-439-5770