Personal Computing Services FAQ s

Transcription

1 What s cvered under the PCS cntract? PCS will generally cver all f the Break/Fix services n the Cre Hardware that is lcated at the schls. Cre Hardware cnsists f: DESKTOPS, LAPTOPS, SERVERS, and PRINTERS. There will be sme exceptins that will nt be cvered, and depending n which level f service the schls chse, there may be additinal csts fr sme equipment and services. Examples f devices that are NOT COVERED are Netbks, ipads, Chrmebks purchased befre 10/2014 and Ink Jet Printers. In-Warranty assets are usually less than three years ld, and have been purchased with a 3 year Manufacturer's Warranty. Assets that are ver 5 years ld are NOT COVERED under either PCS plan. Please Nte: As f Nvember, 2016, Dell Managed Services was sld and became part f NTT DATA, Inc. Even thugh this transactin tk place ver a year-and-a-half ag, NTT DATA had cntinued t perate under the Dell name within the DOE while wrking with the DOE t have the Dell cntract assigned t them. During this time, NTT DATA has made n significant changes t persnnel, resurces, and management, and has cntinued their rle as a PCS vendr. Hwever, we are nw making the necessary changes in FAMIS and elsewhere t reflect that Dell Services is nw NTT DATA, Inc. Als new this year, in January 2018, ASI System Integratin, Inc. r mre simply knwn as ASI, has changed its name t Agilant Slutins, Inc. This is a NAME CHANGE nly, NOT a new cmpany. Same acrnym, same cmpany. This year, nce again, all schls have received enugh f an allcatin t select either Persnal Cmputing Slutins (PCS) vendr (ASI r NTT), and will be able t select either the BASIC r STANDARD plan, withut having t prvide additinal funds frm ther budget surces t cver the csts. Hw d I decide n what plan t pick? In rder t answer this, yu need t ask yurself sme questins: Is the majrity f the equipment at yur schl under 3 years ld? Is the IT equipment in yur schl adequate fr yur needs, and are yu NOT planning n purchasing a large amunt f IT equipment during the schl year? D yu have a technical supprt staff that can accept delivery and mve IT equipment arund within the schl? D yu have the facilities t stre and secure IT equipment as it s delivered t yu? D yu have a technical supprt staff that can install IT equipment and integrate nt the schl s and the DOE s netwrk? D yu have the facilities t remve empty bxes and ther garbage that results frm cmputer and IT installs? D yu have a technical supprt staff that can test, diagnse and repair yur equipment that is lder than 3 years and/r ut f warranty? Can yu, yur staff, and yur students wait a lnger perid f time fr a technician t shw up n site, when a hardware prblem is reprted? If yu answered YES t ALL f these questins, yu COULD g with the BASIC plan. If yu answered NO t MOST f these questins, yu SHOULD cnsider ging with the STANDARD plan, r yu may have t pay fr these services n a case by case basis, which might end up csting yu mre in the lng run. Cst shuldn t be the nly factr determining yur selectin. Yu and yur staff s peace f mind and level f expectatin fr custmer satisfactin shuld als play a rle. 1

2 What are the different Service Plans? Alng with tw vendrs t chse frm, there are tw service plans, BASIC and STANDARD, which each vendr ffers. Bth vendrs will ffer the same fundamental required services, alng with sme extended services Basic Plan - There are nly three fundamental services that the vendr will prvide, under the agreement, at the basic cst: In-Warranty Hardware Repair, Asset Management and Hardware Dispsal/Retirement. Any additinal services that the schls need, such as installatin r ut f warranty repair, is available t be purchased frm the vendr, thrugh FAMIS, at an additinal cst t the schl n a case by case basis. Standard Plan - In additin t the three fundamental services that are prvided under the Basic Plan, the Standard Plan will als include: Out-f-Warranty Hardware Repair, Third Party Crdinatin f Hardware Delivery, and Hardware Installatin and Integratin. PCS Services Basic Standard 1 Hardware Repair (In-Warranty) Included Included 2 Asset Management Included Included 3 Hardware Dispsal r Retirement Included Included 4 Hardware Repair (Out f Warranty) Included 5 Third-party Crdinatin fr Hardware Included Delivery 6 Hardware Installatin and Integratin Included 7 Mves, Adds and Changes (MACs) 8 Rent-a-Tech 9 Training 2

3 Which Service Cmpany shuld the schl pick? The chice is really up t the schl Principal but there are sme things that yu can d t make a better and infrmed decisin. Evaluate the perfrmance f each PCS vendr in prviding services t the DOE last year, by reviewing the PCS-Selectin Guide. PCS Vendrs, ASI and Dell, have perfrmed very well against their SLAs (Service Level Agreements). SLAs are minimum Service Level Agreements that the PCS Vendrs have t meet t be in cmpliance with their cntracts. Review with yur staff r yur technical team s hw satisfied that yu were with yur current PCS prvider and plan. Talk t sme f the ther schls that yu assciate with. Yur Brugh Technlgy Directrs will be available t help yu if yu have questins. Questins n the prgram can als be sent t: PCSQuestins@schls.nyc.gv D we have t select a vendr? Yes, yu must select a vendr in rder t receive ANY Break/Fix services, and t have the ability t rder new IT equipment fr yur schl. If yu d nt select a vendr and plan prir t the deadline, yu will have the selectin made fr yu f the vendr that yu selected the previus year and the standard plan. What is the prcess by which yu are t select a vendr? Is it ging t be a PO in FAMIS? Where d yu have t have the funds scheduled in Galaxy? Vendrs will be selected by the Principals within FAMIS. An allcatin will be given t the schls t help pay fr the PCS Selectins, based n the inventry f the schl. Funds will then be encumbered frm the schl s budget and a PO will be sent t the vendr f yur chice. Hw will the csts fr each schl be established? Prices fr the services have been currently been set based n cntract negtiatins. Cst will be based upn asset levels within each schl as per the Asset Management Database (AMS). Can we still call the ISC fr applicatins supprt? - Calling the Helpdesk fr sftware and Applicatins supprt is nt changing. I have equipment that is lder than 5 years ld, and I really need t get it repaired, what d I d? If equipment is lder than 5 years ld and nt peratinal any mre, it shuld be cnsidered fr Replacement/Dispsal. The pricing n new equipment is cmparable t the cst t repair equipment that it lder than 5 years ld plus the new equipment will cme with a warranty and will be cvered by the PCS prgram. But, if it abslutely needs t be repaired, the PCS vendr can d that at a T&M charge. Please pen a Helpdesk ticket and the PCS vendr will prvide a qute. If yu have a technician in the schl, what wuld be the best plan? This depends n the skill level f yur technician, and hw much f a technical staff that yu may have. If yu have enugh f a technical staff that can handle a wide variety f service issues, frm break/fix t installatins, the Basic Plan wuld mst likely wrk ut fr yu. 3

4 Will equipment w/ Asset Tag's be supprted? Equipment withut Asset Tag s, such as equipment that was dnated t the schl, r purchased utside f the DOE prgram, will be supprted under a time and materials basis (e.g. schl will have t pay extra) if the equipment des nt appear in the schl s inventry. T add an asset tag and have the equipment added t inventry will require the schl t pay an additinal fee. Will Asset Tags ship with the new equipment r will the stickers n lnger be used? Asset Tags will still be used and they will be installed by the OEMs (manufacturers) when equipment is newly purchased frm them. Will Apple prducts be adequately supprted by bth vendrs? Yes, bth vendrs will be certified t repair Apple equipment. Will the help desk still be in wrking? Yes, the helpdesk stays the same, and can be reached at: (718) Hw d I dispse f ld equipment at my schl - Regardless if yur schl is a Standard schl r a Basic schl, yu can put in Dispsal Requests thrugh the Helpdesk, at any time. As lng as yu meet the minimum requirement f 20 assets, yu can submit requests thrughut the year. Once the dispsal request has been lgged and assigned, a representative frm yur service prvider will cntact yu t capture all the pertinent infrmatin and schedule a time fr pickup. Dell maintained the inventry in the past. Wh will maintain the inventry in the future? The schls have always been respnsible fr their inventry, althugh Dell prvided updates t the fficial DOE asset database in the past. The principal can btain a cpy f their asset list by accessing: Will new equipment be put int the asset database? New equipment, when rdered thrugh the nrmal DOE channels, will be fed int the database via the OEM. Is there a PCS website as f yet? PCS infrmatin can be fund at the Managed Services website: D yu have recrds as t hw many times a schl called fr technical supprt? Yes, this can be fund at: The Helpdesk will be the peple wh will determine whether r nt the situatin qualifies as a Break/Fix? Yes, the helpdesk staff determines if the prblem reprted is a Hardware Break/Fix issue, r if it is a Sftware, Applicatins r Netwrk issue. The Help Desk will rute the calls t the apprpriate supprt persnnel. If we are dissatisfied with a selected vendr's level f service, what recurse d we have? Yu can escalate yur dissatisfactin thrugh the Helpdesk t DIIT Management. Is a separate P.O. needed when cntracting fr a repair n an Out-f-Warranty item? If yur schl has enrlled in the Basic Plan, and there is a need t repair an Out-f-Warranty (OOW) item, a PO will be needed t be generated in FAMIS. 4

5 If there is a specific rent-a-tech that des a gd jb when they cme t repair the equipment, can yu request them specifically? Yes, yu can make that request, but the service vendr may nt be able t meet this request 100% f the time. Des ut f warranty repair include any hardware ver 3 years f age? There are exceptins, but ut f warranty repair generally applies t hardware that is ver 3 years ld and less than 5 years ld. Is there a means f hlding the vendrs t their Service Level Agreement (SLA)? The vendrs will be centrally managed by DIIT and there are cntractual means and mnthly measurements that vendrs will be held t, r else will be financially penalized. We bught Netbks under the ld Dell cntract. Wh will they be cvered by? Netbks are nt cvered under the PCS prgram (they are ne f the few exceptins). Yu will have t fllw the manufacturer s warranty that was purchased with the Netbk. Will plans cver nn-cmputer equipment- especially SmartBards? N. Equipment such as SmartBards, cpiers, telecm equipment etc will nt be cvered by the PCS prgram. If we purchase an ATS printer, wh installs it? If yu have selected the Standard Plan, yur service vendr wuld install it. If yu have selected the Basic Plan, yu wuld have the chice t pay t have it installed by yur vendr, r if yu have the technical staff that can install an ATS printer, yu culd g that rute as well. Are yu saying that purchasing hardware in the future will nt include delivery frm the vendr if we chse Basic? Delivery and Installatin are separate services that are ffered separately and can be used as a pay-asneeded prgram, if yu chse the Basic Plan. Will all the PCS services be available n FAMIS t purchase? Yes. My schl selected the Basic Service plan and I have Out-f-Warranty (OOW) cmputers that need t be repaired, what d I d? Call the help desk at (718) If the age is less than five years ld yu can have the equipment repaired via a PO thrugh FAMIS. Bth Service Prviders have different prices fr OOW services fr Cre Hardware, and the Help Desk will infrm yu f what thse csts are. Please check with yur service prvider if yu have any ther questins n the pricing. If the equipment is lder than 5 years ld, yu can still get it repaired, but it is suggested that yu purchase new equipment. D I cntact my PCS Service Prvider directly in rder fr them t prvide service? N, the prcess fr reprting IT issues at a schl is t always reprt prblems t the helpdesk at: (718) , and they will assist yu. Yu can als pen up help desk tickets thrugh the DIIT self-supprt website at: 5