Hardware - Report an Issue

Introduction

TSC technicians gather customer and machine information, and create a Computer Hardware Repair Incident ticket. For ISU-supported hardware, repairs are conducted up to the Field Replaceable Unit (FRU) level using manufacturer’s diagnostic tools. Accidental damage under warranty is handled by the manufacturer's depot repair facility.

General Information

Standard Features

• TSC’s hardware-certified technicians perform visual inspections and troubleshoot hardware to the FRU level, using manufacturer’s diagnostic tools for ISU-approved hardware. Repairs adhere to manufacturer’s recommendations with parts supplied by the manufacturer.

• Accidental damage repairs are managed by the manufacturer, subject to their discretion.
• For non-ISU approved machines (e.g., student-owned or non-ISU models), TSC offers hardware diagnostics and service recommendations upon request but does not perform repairs.

SLA

• Non-urgent issues receive a reply within 4 business hours.
• Urgent requests (Stop Work/Urgent) receive a reply within 15 minutes.

Scope/Constraints

• ISU-owned computers must have an ISU Property Tag for service eligibility.
• ISU-approved student models require current university registration and presentation of a Sycamore ID Card for service.
• Student-owned non-ISU models are ineligible for hardware repairs but can receive diagnostic test results.
• Personally-owned computers of staff/faculty are not eligible for TSC hardware repairs.

Conclusion

This service ensures efficient handling of hardware issues for ISU-supported and approved student models, adhering to strict eligibility criteria and service protocols. For more information, please contact IT Help Desk.