Description
Whom To Contact If You Want More Information
How to Place a Service Call
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INTEC Computer Solutions (ICS) is the desktop computer maintenance provider selected by the University of Delaware. They accept requests for annual departmental maintenance contracts. They also provide "Time and Materials" repair service. The necessary forms and price lists can be obtained from the Procurement Services' web site.
Equipment maintenance requests are to be called in directly to ICS at 1-800-225-1187 from 9:00 AM to 5:00 PM, Monday through Friday.
The standard response time for maintenance is 8 hours; however, 4 hour response is available. Departments who contract for 4 hour response should state so when calling in a maintenance request. All non-contract maintenance will be done on a time and material basis. For further information, contact Procurement Services at Procurement or call George Walueff at ext. 2167.
Several types of service are offered by INTEC Computer Solutions.
Service Contracts
On-site Maintenance- This level of service will be provided for all of the University- owned equipment. Under this level of service, an ICS Field Engineer will be dispatched to the site/desk where the equipment is located and repairs will be completed at that time. All equipment will be eligible for this service and each department will determine whether or not they wish to participate. Billing for this service will be on the basis of a fixed monthly charge "per system". Response time for this service will be on a next day basis. We anticipate that a great number of calls for service under this program will be resolved/responded to the same day that a call is placed. Hours of coverage for this service will be Monday through Friday 9:00 AM to 5:00 PM, excluding Standard Holidays. The contract prices are based on a 12 month contract and take into consideration the fact that there will be periods during which the equipment may not be in use
Depot Repair Services - This service will be made available to all University departments for all University equipment, as well as all students, faculty and staff for the purpose of providing repair services for their own personal computers. For this service a call is placed to 1-800-225-1187 and arrangements will be made to pick-up and deliver the equipment at a specific location (designated depot). There will also be an option to set up a Mail-In option for those preferring to send in the equipment rather than bringing it to the designated depot in person.
Under this service option, the various University Departments and students, faculty and staff will sign a service contract for the equipment they wish maintained. The user will need to bring/deliver the failed equipment to the designated depot and subsequently have it picked up after repairs are completed.
Time and Material Repairs
Time and Materials Services - This service level will be made available to all departments within the University who choose not to participate in the On-site or Depot options. This service provides On-Site service by an ICS Field Engineer with billing based on the actual amount of time and cost of parts required to fix the problem.
Warranty Repairs
ICS currently provides warranty services for Gateway, IBM, Dell, Apple, and Hewlett Packard products (for UD Institutional purchases).
Paul Scott
ICS Sales Director
INTEC Computer Solutions
Phone 856-427-0900
Fax 856-427-9222
pscott@intec-usa.com
or you can send e-mail to
intec-service.
General Procedures for Placing a Service Call (Faculty/Staff/Students)
Once you have arranged to place the equipment under maintenance contract or if you wish to request Time and Materials service, call 1-800-225-1187 between 9:00 AM to 5:00 PM, Monday through Friday. If you do not have a contract, make sure you request Time and Materials Services. The dispatcher will ask you for your name/department/serial number and location of the equipment. Please be sure to have this information ready. This method of placing service calls will apply to all equipment (University owned or personally owned).
Method of Payment
For University owned equipment, ICS will accept your University Procard for payment. For personal equipment, you may pay with a credit card or a personal check.
Contact the University
of Delaware I.T. Help Center by phone (831-6000) or by e-mail.
