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University Technology Services

• UTS Home

BUSINESS RULES

1. Contract maintenance services offered by UTS are available to all University account holders (faculty, staff and departments) during regular office hours five days per week at the Main West Hamilton campus and T27 only.
2. A departmental account number must be supplied to charge for the contract.
3. The contract costs will cover:
   1. parts and labour to fix any problems with the equipment
   2. 24 hours turnaround time (does not include weekends)
   3. if the machine cannot be fixed in the turnaround period, a system can be supplied for the customer.
4. The customer will make a reasonable effort to eliminate faulty or incompatible software before placing a service call. The contract does not cover repeated service calls attributable to customer installed software.
5. There will be a flat fee for a maintenance contract of $200 ($250 effective May 1, 2007) per year per machine where the base configuration is a Pentium III with standard memory, a standard CD Rom, sound card and a 15"-19" SVGA monitor. There is an additional charge for flat panel monitors.
6. With the diversity of other types of additional equipment and peripherals, extra charges may be levied for nonstandard equipment. In certain cases, UTS will not be able to maintain some nonstandard equipment under a contract.
7. Routine operational procedures such as cleaning, printer ribbon and tractor adjustments are not covered by the contract.
8. Prior to the activation of a contract, UTS will inspect the system to be contracted to determine:
   1. serial number
   2. precise configuration
   3. location
   4. current condition and status
9. When the currently supported equipment can no longer be supported, one year's notice will be given to the customer.
10. There will not be any discounts for departments who have a large number of machines under contract.
11. UTS will continue to review contracts and if the preference at the University is to have time and materials work done as opposed to contract support, UTS may have to discontinue contracts. UTS would give one year's notice to current contract holders before doing this.
12. Contract coverage for Hewlett Packard and Lexmark non colour laser printers will cost $200
    ($250 effective May 1, 2007) per year.
13. The contract renewal date for all contracts is May 1. Contracts acquired during the fiscal year will be prorated.
14. The contracts are for a one year period, payable in advance and are non refundable.
15. Contracts are non transferrable.
16. UTS reserves the right to levy normal time and materials rates for any system failure judged to be due to unauthorized tampering, modification or attempts to repair faults by the customers. Customers wishing to alter the configuration of contracted systems are required to notify UTS of the changes so that the record can be kept up to date.
17. Service calls for contract maintenance should be placed through the Technology Service Desk at ext. 24357 or by filling in the work order request form at http://www.mcmaster.ca/uts/help/workorder.htm. Please provide your contract number to expedite service.

Last Update: March, 2006