Hardware Repair Services

Hardware Repair of Inkjet Printers Valued at $399 and Below Discontinued

Vendor: AME

Indiana State University’s Maintenance Program for Microcomputers, Monitors, Drives, Printers, Plotters, Scanners and Other Associated Input and Output Devices

 The following is a condensed summary of key points in the hardware repair contract awarded to AME by Indiana State University (ISU) and managed by Office of Information Technology (OIT). This summary contains the most important elements of that contract relating to the repair or replacement of computers and related peripherals on the ISU campus for members of the ISU community.

During AME's normal business hours (8:00 a.m. – 5:00 p.m., Monday through Friday), AME is to furnish all necessary equipment, hardware, labor and materials needed to maintain specified equipment owned by and located at Indiana State University (ISU).

Warranty Issues

For equipment that is under a manufacturer’s warranty, AME is expected to attempt to make repairs according to the manufacturer’s specifications.  If the manufacturer authorizes AME, AME will honor equipment manufacturers’ warranties. Please note that it is the manufacturer’s discretion whether or not to authorize AME in this capacity. If AME is unable to become warranty-authorized or if an attempt to repair by AME will invalidate the warranty, they are to notify OIT of this problem.

Service Description

The OIT Help Desk screens service calls and attempts to route the service order to the correct department. Software, account and procedural problem service calls are routed to OIT personnel; hardware problems are routed to AME 

AME will attempt to repair the equipment on-site at the user's location. If on-site repair is not possible, the item to be repaired may be removed from its location and repaired off-site.

Off-Site Repair: If a microcomputer is to be repaired off-site and the Estimated Time to Repair (ETR) is expected to exceed three (3) business days, or a delay occurs in service and the equipment is out for more than three (3) business days from the time of on-site diagnosis, the Contractor may be required to put a 'loaner unit' (a system that will run the users current configuration) in place within one (1) business day after the end of the third business day. The Contractor shall provide an ETR within one (1) business day of the on-site visit. If a loaner unit is not put in place within one business day, the Contractor shall furnish a written report on a weekly basis detailing the circumstances of the delay.

Loaner Units:  ISU is responsible for providing AME and its service provider any “loaner units” that ISU expects/requires to be placed with ISU end-user’s due to a delay of repair, for any reason.

Exceptions to Loaner Units:  AME and its technicians will not place a “loaner unit” under the following exceptions:

1.   If a microcomputer is located in the Owner’s Office of Information Technology (OIT) Microcomputer Labs;

2.   If a microcomputer is designated as a portable or laptop unit;

3.   If a microcomputer is being repaired under a manufacturer warranty coverage. In this case, AME and its technicians will be responsible to mediate between ISU as owner and the unit’s manufacturer in order to procure parts, if possible.

NOTE:   There is no loaner equipment available for printers.

Management of Service Levels

·       Standard Hours of Service: Service for all items agreed to in the maintenance contract shall be available Monday through Friday between standard business hours of 8:00a.m. and 5:00p.m., with the exception of holidays observed by ISU (including New Year’s Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas).

·       Service Level Response:  AME’s on-site response time for problems shall not exceed four (4) hours for problems reported before 12:00p.m.  Problems reported between 12:01p.m. and 5:00p.m. must be responded to prior to 10:00a.m. the next business day. Note: On-site is defined as the office or building where the device is located.

·       High Priority Service Level: ISU shall have the right to identify certain equipment, not to exceed two (2) percent of the total, as very-high priority. On-site response to problems with equipment so identified must be within two (2) hours of notification, if reported prior to 3:00p.m. on a normal business day.

Time and Materials Repairs

Related types of items not included in the categories of ISU-owned PC’s and printers can be repaired by AME on a Time and Materials basis. AME will not make any Time and Materials repairs unless a designated ISU representative provides written authorization.  AME, with its service provider, will provide the repair only with an ISU-issued service ticket and such written authorization.  AME will be reimbursed for such work on presentation of written documentation. Such rate shall remain in effect for the duration of the contract. The University shall retain the right to have its own employees or other vendors repair such equipment.

Labor Rates

Standard Time and Material Rate (standard business hours)
AME’s labor charge is $60.00 per hour.

Standard Time and Material Rate (after standard business hours)
AME’s labor charge is $90.00 per hour.

Non-Disclosure

·     Data Non-Disclosure. AME and its service provider agree that any data or information supplied with or stored in the equipment (computer hard drives, etc.) is the sole property of Indiana State University. AME and its service provider agree not to use the information or publish or disclose the same.