Computing and Information Technology Center
Answers to Questions about the Changes in the Microcomputer Maintenance Shop and Classroom Support Services
Microcomputer Maintenance Shop
- What is happening with the Microcomputer Maintenance Shop?
The Microcomputer Maintenance Shop’s reporting structure is being changed from reporting to the Provost/VPAA’s office to reporting to the Computing and Information Technology Center. Effective immediately, MMS will cease building desktop computers (see below for further information on that change) but it will continue to provide the repair service on existing and new commercially-built and MMS-built computers as described below.
- Why is MMS ceasing to build desktop computers - their computers work fine now?
The desktop computer market is extremely competitive, and large companies such as Dell, HP, Gateway, and Lenovo are able to build and sell desktop computers at a lower price for the same quality machine than we can build ourselves here on campus. UNT has subsidized the cost of the machines that MMS builds in the past and when one takes that subsidy as well as the cost that MMS has charged the department for the machines they build, the total price of commercially-produced machines is lower than locally-built ones for the same quality machine.
UNT is the only university in the state, and only one of a handful in the country that still builds its own desktop computers. The peer reviewers who visited our campus recommended that we stop building our own computers as well.
- Why is MMS being moved to the CITC?
The Computing and Information Technology Center (CITC) has responsibility for the IT infrastructure on campus, and desktop computing is certainly part of that infrastructure. Therefore it was a logical extension of the CITC’s other services, such as Dell and HP server maintenance, data communications support for over 25,000 network drops on campus, etc.
- Where will MMS report within the CITC?
They will report to the Director of Enterprise Systems Technical Services: that position is also responsible for HP and Dell server support, EagleMail, Microsoft Exchange (which they are preparing to implement this summer,) and the large storage and backup systems supporting the EIS, WebCT, and our mail systems. The division also has a small department that provides hardware support for Dell desktop computers under the program that started about a year ago in all areas reporting to Finance and Business Affairs.
- What changes will there be in the services that MMS provides?
The biggest change is that MMS will no longer build desktop computers for sale on campus. Aside from that, the plan is to continue to provide the hardware support that MMS has always provided the campus but to limit it to machines that aren’t older than six years starting September 1, 2008. MMS will also start charging for parts needed to repair out-of-warranty machines (see below for more information on this change.)
- The MMS has always given outstanding service: will there be a reduction in service with this change?
The CITC is making every effort to insure that the service provided will be as prompt, responsive, and capable as always.
- I still want to buy a MMS-built computer – can I do so?
Not unless MMS has parts to build additional machines and those parts cannot be returned to the vendor for a refund. If it’s more cost effective to use up those parts to build machines that can be sold on campus, then it will be possible to purchase MMS-built computers for a limited time. However, the savings that will accrue by purchasing desktop machines from a commercial source need to be realized immediately and continuing to build them reduces the savings that we would make by purchasing instead of building.
- Why will MMS support Dell (instead of HP, IBM, Gateway, or Lenovo, etc.?)
A group of network managers evaluated several brands of desktop computers last year and selected Dell as best meeting our needs. However, the network managers will assist the CITC in periodically re-examining our source of desktop and laptop computers to ensure that university needs are being met and that the most competitive vendor is supplying computers.
- I don’t want to buy Dell or Apple computers, so what service will MMS provide on other brands or models of desktop or laptop computers?
You are free to purchase other brands if you wish. However, you’ll have to arrange for the maintenance for such machines yourself. The CITC’s plan is to support only these two manufacturers at the current time, just as MMS has only supported Apple computers, Dell laptops, and MMS-produced machines in the past.
MMS will only provide repair service on Dell Optiplex desktop computers, Dell Latitude laptop computers, Apple desktop and laptop computers, and MMS-built desktop computers. Providing service on other brands or models would require that MMS acquire additional training and certification and stock additional spare parts, and doing so would spread MMS’ resources too thin to provide good service on Dell and Apple machines.
- How will MMS track and communicate the status of repairs?
MMS will be transitioning to using the Remedy Call Tracking System that is already accessible to and used by network managers on campus. Remedy is an enterprise-level help desk system used extensively across campus and it will allow the CITC as well as network managers to track the history of machines as well as to gather statistics about the failure rate of machines in UNT’s inventory.
- What will happen to the inventory of parts that MMS has now?
The current inventory will continue to be used for replacement parts for the desktop computers that are in service. At some point the parts inventory will be surplused because MMS won’t be repairing the machines (because of their age) that the parts fit within.
- How do I order a Dell desktop or laptop computer?
See http://www.unt.edu/ccadmin/dellpurchase.htm for instructions on ordering Dell computers.
- Will MMS continue to support Apple desktops and laptops?
Yes, MMS will continue to support Apple desktops and laptops. However, starting September 1, 2008, repairs will be done free of charge only for Apple computers that are under warranty. Apple computers that are in UNT’s inventory as of May 21, 2007 will be considered to have three years of warranty from their date of purchase even if the department purchasing those computers didn’t obtain AppleCare (Apple’s extended warranty) with them. In the future, departments must purchase Apple’s AppleCare warranty for any new Apple purchases they make: that program provides three years of warranty service instead of Apple’s standard 90 days of service.
Out-of-warranty repairs on Apple desktops and laptops will be performed for the cost of any replacement parts needed to bring the machine back into service.
Finally, any Apple computer older than six years will not be repaired unless the computer is used in a research project/experiment and cannot be replaced with a newer machine. The reason for this limitation is that machines older than six years are generally obsolete, they won’t run the latest (more secure) software, and the cost to repair them can’t be justified by their use. Departments may obtain Apple service from companies off campus, at the department’s expense, if they wish to repair those old Apple computers.
- Will MMS move from its current location in the GAB?
No, MMS will remain in its current location on the fifth floor of the General Academic Building.
- Will MMS start charging for repairs?
As stated earlier starting September 1, 2008, MMS will provide in-warranty service on Dell and Apple desktop and laptop computers machines for free, but will charge for any parts needed to repair those machines that are out of warranty (i.e., no labor charges but parts replacements will be charged.) Authorization from a deptID holder will be required before MMS will start a repair of an out-of-warranty machine needing replacement parts.
MMS-built machines will continue to be serviced through the end of the forthcoming fiscal year (i.e., until August 31, 2008) for free. Starting September 1, 2008, any MMS-built machine less than three years old will be repaired for free (including replacement parts.) Also from that date forward, MMS-built machines that are between three years and six years old will be repaired at no cost if MMS has parts in stock to perform the repairs. If it has to order the parts, however, the department will be charged for the cost of those spare parts. Machines older than six years will not be repaired unless the computer is used in a research project/experiment and cannot be replaced with a newer machine. The reason for this limitation is that machines older than six years are generally obsolete, they won’t run the latest (more secure) software, and the cost to repair them can’t be justified by their use.
- Who will we call for repairs on our desktop or laptop computers?
You will call MMS, as you’ve always done for MMS-built computers, Dell laptops, and Apple desktop and laptop computers.
- Can you summarize the various dates on which the changes will take place?
Yes: here’s the important dates:
May 21st, 2007
- MMS ceases to build and sell MMS desktop computers
- MMS adds hardware support for specific Dell desktop computers
- MMS ceases repairing Apple computers that are older than six years
- Departments start ordering new computers, with service agreements, from Dell
- Departments must purchase AppleCare service with new Apple computer
September 1st, 2008
- MMS starts charging for out-of-warranty repair parts on Dell and Apple computers
- MMS starts charging for out-of-warranty repair parts on MMS computers if the parts aren’t in MMS’ stock
- MMS ceases hardware maintenance for Dell and MMS computers older than six years
- Who can answer more questions about this change to MMS?
Tom McElwee, Director of Enterprise Systems Technical Services in the Computing and Information Technology Center, can provide additional information if you need it. He can be reached at 940-565-3886, or you can e-mail him at mcelwee@cc.admin.unt.edu.
Classroom Support Service
- Why is Classroom Support Service being moved to the CITC?
CSS’s primary purpose is to support classroom technology on campus, primarily computer-based technology, and it was logical that such support be managed by the CITC. The CITC has other departments with responsibilities for technical support across campus, such as data communications and telecommunications.
- Where will CSS report within the CITC?
Current plans are for CSS to be headed up by a manager who will report directly to the Associate Vice President for Computing and Chief Technology Officer.
- What changes will there be in the services that CSS provides?
CSS will continue to provide the same services that it has in the past: there are no planned changes to the mix of services that the unit provides now.
- Who will we call for classroom problems?
You’ll call CSS, just as you’ve always done.
- Who can answer more questions about this change?
Dr. Maurice Leatherbury, Associate Vice President for Computing and Chief Technology Officer, will be able to answer your questions. He can be reached at x3854 or via e-mail at leatherbury@unt.edu.