University of
ConnecticutHuskyPC Computer Technical Support Lifecycle
Overview:
Hardware support will be provided for all HuskyPC's for a total of 6 years. UConn Technology Support Services staff will not provide replacement parts. Replacement parts are the responsibility of the customer’s department obtained via system warranty or purchase. Each PC comes standard with 3 years of hardware support. The option for replacement parts are as follows:
- Via manufacturer’s hardware warranty:
- Purchase an extended warranty as part of original quote*
- Purchase warranty extension during 3 year warranty period.
- Provide replacement parts as necessary via standard purchasing procedures
*Please note that it is most cost effective to take advantage of the extended hardware warranty at the time of purchase.
Technical Support:
UConn Technology Support Services staff will not support any hardware older than 6 years, or any non-HuskyPC.
Anyone needing hardware-related technical assistance on a non-HuskyPC or a HuskyPC which is outside the support lifecycle will be referred to one of the resources below:
Note: there may be a fee associated with these services.
University Technology Support Services staff will provide support as follows:
- Full Support (First 3 Years)
- Full technical support of your system for the first 3 years, from date of purchase.
- All hardware related issues pertaining to originally shipped configuration are supported; setup, initial data migration, troubleshooting of hardware/software issues, and warranty parts replacement are all included in the HuskyPC package.
- The University Help Center provides a single point of contact for your technical support needs. Phone (860) 486-HELP (4357) to initiate a trouble ticket.
- Skilled and knowledgeable Help Center technicians are available for technical phone support.
- When necessary, the issue will be escalated to the appropriate technical support staff that will provide desk side support for further troubleshooting and resolution.
- Replacement of faulty hardware components during this period are covered under warranty and are free of charge, shipping included.
- Re-installation of operating system in the event of total system failure, including data recovery when possible. Note: In some cases it is not always possible to retrieve data from damaged hard drives.
- Transfer documents and email settings from your old computer to your new HuskyPC computer.
- Set up of your newly delivered computer (in university buildings only).
- Technical phone support is also available to customers directly from the manufacturer for warranty parts replacement.
- Extended Support (Years 4+5)
- Computers are supported for the next 2 years, until 5 years from the date of purchase.
- This support level differs from “Full Support” in that the computer hardware may no longer be under manufacturer warranty, in which case it would be the department’s responsibility to replace failed hardware components, at cost (if necessary).
- Replacement part(s) installation and configuration will be supported by UITS Technology Support Services.
- Limited Support (Year 6)
- Computers are supported for 1 year following the end of Extended Support,
- University Technology Support Services staff will provide a “Best Effort” in supporting hardware issues.
- Data migration will only be provided from these machines to a newer supported HuskyPC.
- Please Note the following:
- As systems will no longer be under warranty, all hardware failures would require that replacement parts be purchased by the customer’s department. Parts may be difficult to obtain as manufacturers rarely stock replacement parts past 5 years.
- Systems may no longer meet the minimum system requirements for some current software packages, hardware upgrades would be at cost to departments.
- End of Life (after 6 years)
- Hardware on computers older than the 6th year will no longer be supported
Reasons for implementing a Hardware Lifecycle:
- Security:
- Older hardware is unable to accept more current, modern operating systems and applications/programs.
- Older Windows operating systems – (currently Windows 2000 and earlier versions,) are at a greater risk of damage from Virus, SpyWare, and hacking because they are no longer receiving updates for protection from these types of threats.
- As operating systems get older, security vulnerabilities will continue to be exploited as operating system patches for protection will decrease in availability.
- Minimum hardware requirements:
- Current operating systems require periodic hardware upgrades for computers to meet the minimum system requirements for some software installations. At some point, performing upgrades just to meet minimum requirements may not be cost effective, nor result in an efficient or reliable computer.
- Expiring manufacturer warranties:
- Manufacturer warranties, industry wide, are available for a maximum of 5 years from date of purchase. UConn’s default hardware configuration at time of purchase includes 3 years of hardware warranty. (You may purchase an extended warranty which would bring you to the 5 years for support.)
- Typically there is a decrease in replacement parts availability. (Manufacturers rarely stock parts past 5 years.)
- Any part replacements after warranty expiration would be at expense to the department or individual.
- Avoiding Increased support costs to the University:
- Neglecting to implement a hardware lifecycle will ultimately lead to decreased productivity and inefficiency to both customers and support staff.
- Hard drive reliability decreases with time and usage; full or partial data loss becomes an increasing risk.
- Increased difficulty will be experienced when troubleshooting issues with older equipment where the hardware is no longer supported or available.
- Special software configurations would be required for older hardware, increasing maintenance costs.
- Newer software may not function on older unsupported equipment.
- Outdated equipment tends to be less productive because it is operating beyond its functional life span.
- Hardware incompatibilities
- Once hardware has reached its useful life, there is an increase in incompatibilities between older hardware, software, and peripherals.
- Older equipment may not work effectively with new University services, for example: Exchange, PeopleSoft, Brio, WebCT, , etc.
Updated: 08.29.2006:ldg