I guess I don't have a specific support policy document. In reviewing
this I find we mention providing technical support and how they can
contact support in several documents. Basically what I found states we
provide support which is included in the purchase of the computer
documentation and In terms of misuse or intentional damage we have this
covered in the Acceptable use policy signed by parents and students.
Not sure if you are looking for how our support works or just policy
ideas so I've also included or support plan:=20
Our 1 to 1 program began back in 1999, we support approximately 240
student Tablets, more than 150 staff Tablets/Laptops and we have
approximately 500 more computers on campus. We use a help desk software
application for work orders (http://www.kayako.com/solutions/esupport/)
which features e-mail submissions and replies. The help desk provides 2
way communication, it keeps us organized and accountable and it
maintains a history of events by student, teacher, parent and tech.
We require the students to purchase the same model Tablet. We, the
school negotiates the specs and pricing for the Tablet model. All
computers are purchased with a 3 year warranty, onsite maintenance and
accidental breakage insurance. We are also certified by the manufacturer
to make repairs on site. The computers are shipped to the school over
the summer, we install all necessary software and maintain a base image
of the model Tablet. We purchase loaner computers each year, we try and
maintain 10% loaner pool, about 25 Tablets on hand for use as loaners
while computers are being repaired. (We can sometimes swap the hard
drive from a broken machine and place in a loaner.) We try and have
computers repaired with physical damage within 3 days, much of this
depends on what the damage is and parts availability. If it is a virus
or software glitch we usually re-image the machine and have it up and
running within the hour.
Hope this helps,
Tom
-----Original Message-----
From: A forum for independent school educators
[mailto:ISED-L@LISTSERV.SYR.EDU] On Behalf Of Smith, Greg
Sent: Thursday, November 04, 2010 1:21 PM
To: ISED-L@LISTSERV.SYR.EDU
Subject: Laptop Schools Tech Support Policies
We are looking at developing some policies for our helpdesk specific to
support of student laptops. If any school currently has a helpdesk
policy, student laptop program or not and would be willing to share it
please let me know. With the need to support a large user base with
limited resources, policies are the tool to help make this happen. Any
information would be greatly appreciated.
=20
Thanks
Greg Smith
Director of Technology
Notre Dame Preparatory School
=20
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