| ELEMENT NAME | DESCRIPTION |
Major Service |
Hardware and Software |
Service Name |
Hardware Maintenance Agreement Support |
Service Description |
Information Services, on behalf of participating sections, facilitate third party hardware maintenance support for IT equipment included in an annually agreed schedule. The schedule of equipment in the Hardware Maintenance Agreement is managed and maintained annually by the ISD Administrative and Finance Team on behalf of participating sections. In the event of a qualifying equipment item developing a fault, participating section notifies the ISD Service Desk and the ICT Customer Services section will progress the support call. ICT Customer Services will liaise with the maintenance company and the customer throughout the process. |
Service Owner |
ICT Customer Services |
Business Process |
A
Business Process exists to support hardware maintenance support calls.
The key steps are: 1. The customer notifies the ISD Service Desk about the hardware fault 2. The Campus ICT Co-ordinator validates and progresses the Service Desk call 3. The Maintenance company attends to the fault 4. The Campus ICT Officer manages call closure actions |
Supporting Materials |
ISD Campus ICT Officers and the Administrative and Finance Team follow a counterpart internal business support process. |
How to obtain help |
Contact the ISD Service Desk, email: servicedesk@ulster.ac.uk telephone: 66777 external: 028 9036 6777 |
Cost (where applicable) |
Costs based on the quantity and type of equipment are re-charged to participating sections by the ISD Administrative and Finance Team. The ISD Administrative and Finance team can advise on the respective maintenance costs for qualifying equipment and also on the terms and conditions that apply. |
Service Metrics (KPI/SLA statement) |
Northgate Ltd is the current provider of the ICT hardware maintenance contract to the University. Their performance over the last two years, is as illustrated. |
Who can avail of the service? |
Any University section wishing to pay for maintenance support can participate in the Hardware Maintenance Agreement managed by Information Services. Terms and conditions apply |
Keywords |
Hardware Maintenance Agreement Hardware Maintenance Contract Hardware Fault Hardware Repair
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