Repairs & Maintenance

Hardware Support Policy

• New computers have an average primary deployment life cycle of 4 years for professional staff use, after which they are either re-deployed as student workstations or recycled when replacements are purchased.
• All approved hardware is supported with vendor-supplied service contracts.
• Members of the Network Support Team are responsible for troubleshooting, providing maintenance, and placing calls to vendors for necessary repairs or replacements.
• Where possible, a temporary solution will be implemented until the hardware is repaired or replaced.
• Copiers and fax machines are not supported by ESO and are the responsibility of their respective departments.
• ESO does not provide direct support for personally-owned devices such as laptops (not provided by the department), PDAs and smartphones (Palm, BlackBerry, iPhone, etc.). Maintenance of such devices is left to the individual owner and the respective product manufacturer.

Printer Support Policy

ESO is responsible for the acquisition, installation, and maintenance of all Enrollment and Student Affairs printers. Due to their reliability, HP is our preferred printer vendor.

• Toner Replacement
  Page After Page is the vendor responsible for toner replacement on all HP printers. Designated users can call Page After Page directly at (800) 441-0539 if a printer’s toner in their department needs replacing, or there is a print quality issue such as streaking lines on output.
• Printer Malfunctions
  If a printer malfunctions or displays an error message, you must report the incident by sending an e-mail to ESO-NetHelp@bu.edu or calling the NetHelp line at x3-7328. ESO Network Support staff will examine the problem and attempt to repair it, or call Page After Page if they cannot.