Dell and HP Servers Support Plan and Policy

2.1. Spare parts inventory
2.2. Service training

3.1. Supported equipment
3.2. Type of service provided
3.3. Reporting a trouble call
3.4. Hours of service
3.5. Cost of service
3.6. Activation of service

1.Scope . Network Computing Services (“ NCS”), a division of the Computing and Information Technology Center (“CITC”) , has been directed the responsibility of first tier support of select network servers on campus (see section 3 for details). This document serves as our policy for this service.

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2. Commitment. NCS is committed to competent and speedy technical support of all supported equipment. Our goal is to efficiently and effectively restore supported servers to operational levels whenever they have experienced hardware failure and to serve as liaison between yourself and the companies that warranty your servers.

2.1. Spare parts inventory. NCS will make every effort to maintain an adequate spare parts inventory for currently supported equipment. The inventory of which spare parts and the number of parts maintained will be based upon several factors, including: our experiences of routine maintenance, avoiding prolonged downtime of supported servers, commonly purchased servers, and the costs associated with carrying the inventory in house.

2.2. Service Training. NCS will maintain an adequate number of trained and/or certified technicians on all supported equipment including Warranty Repair Certification for select model Dell servers. We will make every effort to be consistently updated on new models of supported Dell equipment and any new repair techniques that are associated. To the extent possible, NCS will also maintain a working knowledge of HP servers and the associated techniques for troubleshooting these servers.

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3. Service Policy

3.1. Supported equipment . NCS will service current model Dell servers and certain model HP/Compaq servers. Please seek out our advice before purchasing a server if you intend to have us service it. As we will not maintain an inventory of parts for servers that are not commonly purchased, seeking our input will allow us to clearly define our service relationship.

3.2. Type of service provided . Because these servers come with a 3 year warranty, our service merely extends the warranty from the next business day service provided under warranty to an “as soon as possible” service. We will also continue to service HP servers as long as HP allows us to warranty parts replacement without certification. We will still service machines whose warranties have expired, however, when a machine goes out of warranty, the parts replacement costs become the responsibility of the machine's owner, otherwise, all other conditions of this policy still apply.

3.3. Reporting a trouble call . Trouble calls can be placed during working hours by calling or emailing a service technician directly. During non-business hours, trouble calls should be placed to extension 4900. In either case a Remedy ticket should always be entered.

3.4. Hours of service . Response time during working hours will be as immediate as possible (subject to personnel availability) We will also provide service on weekends and nights for emergency service of critical systems but response times may vary.

3.5 Cost of service . There cost of this service is $150.00 per year per server. Acceptance of your money qualifies a machine as “supported equipment”.

3.6 Activation of service. To initiate or renew a service contract, the requesting department should place an IDO to CITC, deptID 46100 before the August 31 for the following fiscal year beginning September 1. Unless otherwise specified, payments will be posted after September 1. Any IDO received after that will apply towards the rest of the current year. The IDO should specify the machine's make, model and serial number. Send IDOs :

ATTN: Allen Bradley
University of North Texas
UNT Research Park
3940 North Elm Street
Denton , Texas 76207

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