MARSHALL UNIVERSITY

1. Introduction

PC Servicenters from Digital Equipment Corporation have a vendor neutral solution designed specifically to address your needs. The Servicenter is a service store focused on solving the corporate marketplace business problems. We can help you save money, manage information technology at the desktop, and make your employees, and staff more productive. We can help you focus on your core competencies while we focus on ours...solving customer business problems.

Today, nearly 100 million personal computers are installed in offices, homes and schools across the United States. Service and support constitute the number one purchase criteria of PC buyers. In fact supporting a PC today costs as much as three times the initial purchase price. Digital has responded to this growing need for service and support by launching a unique service store: PC Servicenter.

With a PC Servicenter on your campus or plant Digital offers comprehensive, convenient service and support for all major brands of PC hardware and software. A one-stop shop for PC service, sales and support.

CONVENIENCE. Now you can offer a single source of warranty, repair, and upgrade service for multiple brands of PC software and hardware-right there on your campus or plant.

REDUCED OPERATING COSTS. The PC Servicenter can handle your workload for sourcing, supporting, inventorying and managing campus PC's and networks.

STANDARDIZATION. You can establish and implement campus standards for PC hardware, software, and there integration with campus systems and networks. The PC Servicenter can certify "Marshall University ready" systems.

CONNECTIVITY. you can develop your Intranet and Internet capabilities to create ties with your local and global communities.

INNOVATIVE PROGRAMS. You can offer special PC support programs for employees as well as special programs sponsored for retirees and others at 150 PC Servicenter locations worldwide.

• Reduce your costs
• Increase customer satisfaction
• Focus on your core competency
• Single computer service solution
• Multi vendor sales, service and support
• Reduce risks of technology change
• Reduce parts inventory
• Reduce shrinkage and returns
• Stay current with technology change
• Enhanced computer capabilities
• Flexible PC Servicenter design
• and More

Today we are in discussions with over 50 major corporate and educational institutions to determine just how we could customize the best business solution for a PC Servicenter .

We will customize a PC Servicenter to meet the needs of Marshall University. Our only requirement is that the PC Servicenter is a partnership with Marshall University. A partnership designed for both parties to be successful.

1. Overview of Servicenter

The PC Servicenter provides the desktop customer with a comprehensive and flexible menu of service and support options on a per-event, contract and/or warranty basis.

 

Services and support range from computer system procurement to product disposition. Our technical support teams can provide upgrades software installations, computer and hardware configuration, repairs, warranty service, ongoing system integration and maintenance support. Customers can carry their systems and components in; or the Servicenter can arrange for pick-up and delivery.

 

PC Servicenters offer a full menu of services backed by the worldwide resources of Digital Equipment Corporation. We’ll make it work for you…whatever it takes.

 

 

 



 

 

 

"WE MAKE SERVICE WORK FOR YOU"

3. PC SERVICenter Concept

The basic configuration of the DIGITAL SERVICenter offering is a menu of services which collectively provides a true ‘cradle to grave’ approach towards information technology management. The following is a summary of these services.

Digital PC SERVICenter will make it easier for Marshall University by offering the following services.

• Repairs: Digital utilizes highly qualified technicians to perform hardware and software repairs. This ensures that all applications will perform in a optimal manner in relation to the hardware configuration.

• Upgrade Services: The PC SERVICenter enables work to be done right the first time by a qualified technician in the proper environment. This can include upgrades for individual users or upgrades for Marshall University’s entire organization.

• Test, Check-up and Estimates: Includes testing, check-up, and estimates in order in order to establish predictable hardware performance which enables a more proactive and less reactive PC environment. The Servicenter will work with Marshall University to implement the standards across the Marshall University campus or plant.

• Computer Product Sales: The competitive sale of current or off market PC’s to the Marshall University population. Backed by Servicenter carry-in warranty extended beyond normal OEM/Mfg. warranty periods. Product offering is customized to the needs of the campus customers.

• Pick-Up and Delivery: For personal computers this may include a process of physically picking up the system in need of repair at the users work station, bringing the computer to the PC SERVICenter for repairs, and returning it to the users location after the repairs have been completed.

• Software: Digital, an authorized software distributor for vendors such as Lotus and Microsoft, will manage the installation of new software and/or upgrades via a PC SERVICenter software server. Digital, acting as Marshall University’s Microsoft LAR (Large Account Reseller) agent, will enable Marshall University to realize increased economies of scale, better control of software assets and improved asset utilization. In addition, off-the-shelf shrink wrapped software will be available either from inventory or through procurement.

• Procurement: Provides acquisition/procurement of PCs, peripherals, and software which are easy to use, standards oriented, process driven, quality controlled, timely, and compliant with Marshall University’s business requirements.

• Staging: The PC SERVICenter has the resources required for staging - regardless of the size of the project. This includes staging at an off-site location, if required, where equipment is configured and tested prior to being installed at the Marshall University users office location.

• Andover, Massachusetts USA
• Sunnyvale, California USA
• United Kingdom
• Canada
• Australia
• Hong Kong

• Parts: Most on-site spare parts are maintained at the PC SERVICenter. Maintaining spare parts at the PC SERVICenter reduces turn-around time.

• Supplies: In addition to spare parts, the PC SERVICenter maintains a supply of commonly used components (i.e. as printer cartridges or floppy disks) so business can continue without interruption.

• Warranty: Digital PC SERVICenters are authorized to perform warranty repairs for many non-Digital manufactured products such as Compaq , Apple, Dell, Packard Bell, Hewlett Packard , … etc.

• Computer Asset Recovery Services: Digital PC SERVICenters

1. Conclusion

Digital believes that the components of this PC SERVICenter offering are reflective of Digital’s "whatever it takes" approach to resolving campus customer business problems. PC Servicenter will customize the model to meet the campus business need for Marshall University and the community.

1. Servicenter Menu Price List

 

TYPICAL SERVICES:

 

DESCRIPTION LABOR RATES

 

MAINTENANCE SERVICES:

Software Services $65/hr

Test, Estimates $45 - Flat Rate

PC Well Check $35 - Flat Rate

PC Repair $65 - Flat Rate

System tuning $65/hr

Virus removal $65/hr

Laser Printer PM $65 - Flat Rate

Laser Printer Repair $100 - Flat Rate

Printer Repair $65 - Flat Rate

Monitor Repair up to 14 in $100 - Flat Rate

Monitor Repair larger than 14 in $120 - Flat Rate

LAPTOP repair $65/hr

 

INSTALLATION:

Software applications (MOST) $65/hr

Memory $25 - Flat Rate

CD-ROM $45 - Flat Rate

Video card $28 - Flat Rate

Sound card & Driver $35 - Flat Rate

Multimedia kits $45 - Flat Rate

Hard Drive $45 - Flat Rate

Floppy $30 - Flat Rate

Peripheral Card $25 - Flat Rate

OTHER SERVICES:

Training Orientation (Classroom Environment) $75

Pick-up & Delivery $25-$40

Parts Market Price

Supplies Market Price

Carry in contracts TBD

Data Recovery Quote

 

NOTE: LABOR RATES DON’T INCLUDE PARTS

 

3. Servicenter Models

Your PC Servicenter partner has a solution for you. Increase customer satisfaction. Reduce cost and increase productivity.

The PC Servicenter offers a variety of service delivery options, including full-service co-location, drop-off and pick-up sites – all custom designed to meet your service needs and business environment.

Customer service options range from comprehensive to customized. This options allows you to focus on your business. The PC Servicenter can provide the technical and service support you and your customers require.

Features: Full menu of customer services and support with

on-site, counter-top service.

Benefits: Highest service profile. On-site technicians. Fastest

turnaround. Maximum convenience for you and the

end-user. Customized for you.

Features: On-site collection service with full or customized menu

of services and support.

Benefits: Minimum space requirements. Convenient "back-room"

customer services: You collect; the customer has a

convenient drop-off site; products are picked up, serviced

and returned.

 

Features: Utilize one of our convenient PC Servicenters for all your

service needs -- either drop off at one of the over 200

locations, or call for pick-up and delivery.

Benefits: Convenient access to consistent, highest-quality service

and support.