Personal Computer Service Agreement Program

Terms and Conditions

1. Purpose.

   This document delineates the specific terms and conditions which will govern the provision of hardware maintenance to personal computer (PC) systems and printers which are no longer covered under the manufacturer’s factory warranty. The service provider for this service agreement, the University of Georgia and Telecommunications, Electronics, and Computer (TEC) Services, shall be hereafter referred to as “TEC”. The proprietor of the specific computing system(s) and/or printer(s) shall be hereafter referred to as “Customer”. These Terms and Conditions apply to all printer service agreements except the PM Service Plan for HP Printers; the PM Service Plan is addressed in the Service Agreement for Hewlett-Packard LaserJet™ Printers-PM Plan.

2. Definitions.

   1. Computer System: The workstation/server CPU, monitor*, keyboard, and mouse. Notebook PCs.
   2. Printers: Apple LaserWriter™, Hewlett-Packard (HP) LaserJet™, and HP DeskJet™
   3. On-Site: The specific location – building and room number for on-campus equipment and street address for off-campus computers/peripherals – at which the covered systems are installed.
   4. Remedial Maintenance: Unscheduled equipment maintenance that is requested immediately after the equipment experiences a malfunction. The purpose of this type of maintenance is to restore the equipment from its faulty state to a condition in which it performs to the manufacturer’s published specifications. This type of repair is also referred to as emergency, corrective, or restorative maintenance.
   5. Preventive Maintenance. Equipment maintenance performed at scheduled intervals for the purpose of keeping the equipment at a high-level of performance as well as reducing the occurrences of remedial maintenance.

3. Agreement Duration.

   This Agreement shall commence on July 1, 2004 and terminate on June 30, 2005. Customers who purchase Service Agreements after July 1, 2004 shall pay a prorated fee based upon the number of months remaining in the contract term.

4. TEC Responsibilities.

   1. Extent of Coverage: This service agreement is structured to support desktop, server, and notebook computers and related devices (see 2. A. above) and printers (see 2.B. above). This service plan is comprehensive in nature, providing labor (on-site), parts, and materials required to complete the service on the covered hardware. Labor covered by this agreement includes all efforts required to correct equipment malfunctions that are due to faulty hardware and restore the equipment to a fully-operational status; however, operational maintenance tasks, as specified in the operator’s manuals to keep the equipment in good operating condition between service calls, are the responsibility of the operator(s) of the equipment. In addition, the agreement covers labor and parts required to complete the preventive maintenance inspection (PMI) for HP LaserJet printers only. Equipment service will be effected on a repair or replace basis, but in all instances, the performance of the hardware will be restored to original factory or better specifications. Service will be rendered on-site unless it becomes necessary to remove the equipment or a portion thereof to the TEC service facility to complete the repair. This plan does not cover equipment faults that are purely software related.
   2. Customer-Specified Priority and Response Time: If an equipment malfunction occurs, the agreement permits you to specify your priority and TEC’s response time. Three priority ratings can be selected based upon the condition of your system. These priority ratings are as follows:
      1. Critical:Your system is unusable. A call-back will be made within one (1) business hour of the service request. In the event the problem cannot be diagnosed via telephone, a service technician will be dispatched to your site within four (4) business hours of the request.
      2. Serious:Your system is seriously impaired.
      3. A call-back will be made within two (2) business hours of the service request. In the event the problem cannot be diagnosed/resolved via telephone, a service technician will be dispatched to your site within one (1) business day of the service request.
      4. Not Critical: Your system is usable, but is experiencing a problem that affects efficiency or causes frustration. A call-back will be made within four (4) business hours of the request. In cases where the problem cannot be diagnosed/resolved over the phone, a service technician will be dispatched to your site at a time convenient for you, but no later than three (3) business days following the request (unless a later date is more convenient for you).

      With any of the above priorities, the service technician will be required to report on-site in the stated time constraints only if the problem cannot be diagnosed during the initial call-back. For cases where the hardware fault is pinpointed over the telephone, the technician will arrive at the Customer’s site immediately after the replacement part is received at TEC (typically within one to two business days from the time the diagnosis is made).

   3. Coverage Period: Service shall normally be performed from 8:00 AM to 5:00 PM EST, Monday through Friday, excluding University of Georgia holidays. Hardware service may be conducted at other than routine service hours if mutually agreed to by Customer and TEC.
   4. Replacement Parts/Components: TEC shall be responsible for the acquisition of all replacement parts/components/materials required to complete a service task with the exception of consumable items that include, but are not limited to toner cartridges, ink-jet replacement cartridges, paper, and the battery-pack for notebook PCs. All spare parts used in servicing the covered hardware shall be new or refurbished parts that meet or exceed the original manufacturer’s specifications.
   5. Pre-Contract Inspection/Repairs: All PCs and printers that are candidates for the TEC Service Agreement will undergo a thorough inspection and functional test to ascertain that the equipment is in a fully-operational condition. Hardware that must be repaired prior to subscription to the service agreement (and is also not under a manufacturer’s product warranty) will be restored to a normal operating status on a time and material basis using TEC’s then current hourly labor rate. The labor charges for the pre-contract repair will be discounted 50 percent after the Customer signs the Service Agreement Subscription Form.
   6. Loaner Monitors: TEC shall maintain a small inventory of monitors for the express purpose of allowing the Customer to continue work uninterrupted while his/her monitor is being repaired. The Customer can sign-out the loaner monitor until he/she receives the repaired unit. The TEC technician assigned to the service task wills pick-up the loaner monitor after delivering the repaired monitor to the Customer’s site.
   7. Preventive Maintenance Inspection (PMI): A Preventive Maintenance Inspection will be conducted on each HP LaserJet printer covered by the service agreement. The PMI shall include the following services:
      1. Thoroughly clean the printer’s transport system to include removal of all toner residue and paper debris.
      2. Vacuum dust from circuit board assemblies.
      3. Replace components that normally experience the most wear.
      4. All PMI parts and labor included in the price of the Service Agreement.

5. Customer Responsibilities:

   1. Service Requests: Customers will initiate service activity by placing a telephone call to the TEC Service Reception Desk at 542-3871. The Customer should make the Customer Receptionist aware that his/her equipment is covered under a TEC Service Agreement at the time the request for service is initiated. The TEC Receptionist will ask for the system serial number, the service priority (see 4.B. above), and a brief description of the equipment malfunction. A call-back will be made to the Customer within the time constraints specified in 4.B. above.
   2. Customer Duties: The following requirements shall be satisfied by the Customer:
      1. Establish and maintain a procedure external to the covered computer systems for reconstruction of lost or altered files, data, or programs.
      2. Provide the TEC Service Technician with:
         1. reasonable and safe access to systems
         2. adequate working space and facilities at the repair site
            necessary to service systems
      3. Do not allow anyone to service the system(s) except TEC Service
         Technicians.
      4. Replace consumables such as toner cartridges for printers, inkjet cartridges, and battery-packs for notebooks. TEC will charge the then current hourly labor rate to perform the above listed user functions.

6. Exclusions.

   TEC’s obligation to provide hardware support services under this agreement is contingent upon proper use and care of the covered equipment. TEC shall not be obligated to furnish technical support if such support is required because of:

   1. improper use, abuse, accident, or neglect
   2. alterations, modifications, or attempts to perform service not authorized by TEC
   3. causes external to the system, such as failure to maintain environmental conditions within the operating range specified by the respective equipment manufacturer.

   ANY SERVICE FURNISHED BY TEC AS A RESULT OF SUCH EVENTS WILL BE INVOICED SEPARATELY AND PAID AT TEC’S THEN CURRENT PUBLISHED TIME AND MATERIAL’S RATE.

7. Termination:

   Either party may terminate this Service Agreement at any time upon thirty (30) days written notice to the other. The service fees refunded to the Customer shall be a prorated amount based upon the number of months remaining on the Agreement.