Windows Computer (Dell) Purchase and Repair Standards

Owned by William Johnson, created
Last updated: Jul 05, 2023 by Mark Howell
3 min read

Computer Purchase Standards

You may view the Dell Device Equipment Standards and Accessories and choose a computer, add it to your requisition, and complete the process as usual through SSD Purchasing.

You may submit a Tech Service ticket for assistance with selecting the best computer to fit your needs based on how you spend your work time-sitting or standing in one location, moving between locations frequently for meetings away from your desk, according to screen size and ergonomic requirements, and according to specialized software or storage needs.

The District currently purchases Windows hardware from Dell through our contracted reseller, CDWG, https://cdwg.com

Computer Repair Guidelines

SSD Tech Services has established the following guidelines regarding computer repair for computers owned by SSD that are not serviced through a partner district's technology agreement with us:

  1. For computers under warranty, submit a ticket to SSD Tech Services, and a technician will assist with obtaining warranty service through the manufacturer (HP or Dell)

    1. If it is possible, please back up devices prior to bringing to Tech Services for repair.

    2. All accidental damage HP repairs require a depot mail-in repair. The expected time to repair is 5-10 business days, plus allow time for shipping to and from HP.

    3. HP non-accidental damage repairs are performed by our Desktop Support Technicians. Typically we receive the parts within 1-2 business days, and need one additional business day to install the part and test.

    4. Dell hardware repairs for any type of damage or failure are done in-house by our Desktop Support Technicians. Typically we receive the parts within 1-2 business days, and need one additional business day to install the part and test.

  2. For computers that are out of warranty, or not covered by warranty, or for upgrades and add-ons, Tech Services will pay for repairs, provided the computer meets the following conditions

    1. The computer must be SSD-owned with an SSD asset tag listed for it.

    2. The computer must not be covered by a Technology Agreement that the partner district will service computers for SSD staff, or the partner district must have declined to do the repair, for whatever reason.

    3. Computer must be Dell or HP branded.

    4. Computer must be less than 4 years old.

    5. Total repair cost including parts and labor should not exceed 40% of the cost of a replacement computer

    6. Tech Services will evaluate each computer repair request on a case-by-case basis and cover repairs at their discretion. If Tech Services believes the cost associated with repairing the computer outweighs the likelihood that it will continue to perform at an acceptable level, they may choose instead to provide a quote for replacement computers from the standards linked above.

    7. Depending on age of computer and cost/circumstance of computer causing it to require repair, Tech Services may require the computer's owner's department to pay for the repair part.

    8. Add-ons, additional memory (RAM), hard drive, solid state drive, video cards, must be purchased by the computer's owner's department. Tech Services will be happy to perform the install once the part has arrived and a ticket entered.

  3. The exceptions to the repair rules are items which Tech Services considers to be consumables, components that wear out through normal use and requiring replacement from time-to-time.

    1. Most notably this includes batteries. Tech Services will check warranty coverage on a laptop or other device's battery, and will follow the manufacturer steps to procure a new battery if it is covered under warranty (mechanical failure)

    2. For non-warranty battery coverage (battery is consumed through normal use or is depleted from care practices-exposing to extreme hot or cold temperatures, liquid damage, drop/fall damage, poor charging habits), Tech Services will provide a quote so that the computer's owner's department can purchase a replacement battery at their discretion.

    3. For laptops and devices purchased through the Assistant Superintendent's office (Teacher laptops on the normal 4-year refresh cycle), non-warranty battery policy is as follows:

      1. Laptop batteries through the LEA (Local Education Agency) budget are only replaced if the battery is failing or the staff member doesn't have access to electric in order to use their computer for classroom use. If the computer can be plugged in and utilized, batteries will not be replaced. (Most batteries are covered under warranty the first 1-3 years, therefore the unit is often nearing end of life when a battery failure occurs.) Note: If a partner district wishes to purchase the battery from their local budget (according to their Technology Agreement with SSD), that is permissible.