Device Repair Guidelines
For Faculty, Staff
Overview
Information Technology repairs University-issued equipment according to the guidelines below, which provide clear instructions for reporting, evaluating, and resolving issues with Fordham-approved devices, including laptops, desktops, and workstations. They outline the repair and replacement process, ensuring timely resolution of hardware issues while defining cost responsibilities. If you have any specific questions or require assistance, please contact the IT Service Desk.
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- For all Fordham-approved equipment, repair requests must be submitted to the IT Service Desk.
- A ServiceNow ticket will be created and escalated to Endpoint Services for evaluation.
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- Endpoint Services will assess the device to determine the extent of the issue.
- If the device is deemed unusable for the user to perform job responsibilities, a replacement will be considered.
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- Standard Device
- Device will be replaced free of charge
- Non-Standard Device
- Departments are responsible for the cost difference between the non-standard device and an equivalent standard model.
- Standard Device
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If the device can be repaired:
- Under Warranty:
- Endpoint Services will initiate the repair process through the manufacturer.
- Out of Warranty:
- Endpoint Services will determine whether repairs can be performed internally or require external manufacturer support (e.g., Dell, Apple).
- Under Warranty:
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- Fordham-Approved Equipment: IT will cover the repair costs for out-of-warranty devices
- Non-Approved Equipment: While our service technicians can assist with diagnosing the issue, departments must contact the manufacturer or vendor for hardware servicing.