Hardware Upgrades & Repairs

Upgrades

Using the Procurement Card to Upgrade

Because of the way the Procurement Card works, you will need to order your own parts and upgrades, such as:

  • more memory
  • a better video card
  • a bigger hard drive

OTS will help you place your order and assist you with the install. Contact the OTS Faculty/Staff Help Center or submit a TechHelp service request.

If you are unsure, consult with the OTS Faculty/Staff Help Center to ensure the upgrade will work for your computer and operating system.

Cost

The department is responsible for parts and upgrade costs for any computer, printer, scanner, monitor, etc., including labor and materials. However, there are no labor costs for OTS’ support.

Repairs

Repairs under Warranty

For problems with computers, printers, scanners, monitors, keyboards, headphones, etc., contact the OTS Faculty/Staff Help Center or submit a TechHelp service request.

Repairs under Warranty: Computers

There are no costs to the department for Dell and Apple computer warranty repairs. If you did not purchase one of the recommended models, then departments will have to contact the manufacturer, vendor or retail store where they purchased other university computers to determine if there will be any costs.

Warranty repairs to Apple computers must be performed by certified Apple technicians. It is the department’s responsibility to bring the computer to the Apple Store or another repair location if warranty service is required.

Repairs under Warranty: Printers, Scanners, Monitors, Keyboards, Headphones, etc.

These items may have a one-year warranty, or longer, if the department purchases additional warranty coverage. The department will need to contact the manufacturer, vendor, or retail store where it was purchased to see if there will be any costs.

Repairs not covered under Warranty

The department is responsible for repair costs for computers, printers, scanners, monitors, keyboards, headphones, etc., including labor and materials, when working directly with manufacturers, vendors, or a retail store. There are no labor costs for OTS’ support.

Macs: Follow the Apple Hardware Service Guidelines (PDF) and contact the Apple Store at the Towson Town Mall to find out what the costs will be for a repair.

Repairs not covered under Warranty: Accidental or Malicious Damage

While recommended Dell laptops include three-year accidental coverage, other computers do not. Accidental or malicious damage on a computer or other technology will not be covered most of the time. Departments are responsible for any repairs and replacements.

Repairs not covered under Warranty: Technology Damage from Building Flood or Other Event

If a building experiences flooding or other damage and computers and other technology is affected, departments must file a claim with Environmental Health and Safety. OTS will look at any damaged technologies to help you determine if it's in working condition, needs to be repaired or replaced.

Support Levels

Recommended Dell and Mac Computers: University-Owned Devices

The Faculty/Staff Help Center does basic troubleshooting to see if the problem can be resolved over the phone within 5 – 10 minutes. If it cannot be resolved, we will arrange for an on-site tech support visit. After the visit you will get a service record with a comment card which you can detach and return.

Apple Hardware Service Guidelines (PDF): Due to warranty restrictions, Mac repairs require you to drop off your computer at the Apple store in Towson Town Mall. Contact the store directly for details.

Other than Recommended Models

For other than recommended models we will do what we can, but overall support will be limited. Beyond basic support the department will need to contact the manufacturer, vendor or retail store where they purchased it. See the Other Towson-owned computers section on the Recommended Hardware page.

Computer Peripherals, e.g. external hard drives, scanners, headphones, etc.

OTS provides basic troubleshooting and will install a replacement if needed. The department is responsible for contacting the manufacturer, vendor or retail store where they purchased it if a repair or replacement is needed under warranty coverage.

Personally-Owned Devices

Here are tips on getting service, support and repairs off-campus for computers, laptops, tablets, routers, cable modems and smartphones:

The Office of Technology Services (OTS) is able to assist you with connecting to university systems, websites, applications and other campus-hosted resources.

If you have problems with personally-owned computers, seeking support and service outside of the university is necessary. Towson University, as a public university, cannot provide technical services for non-university-owned devices.

For more information, see Your Personally-Owned Computer: Tips on Getting Service, Support, and Repairs (PDF).

Hardware Support and Testing

After new or upgraded hardware is installed on your computer, OTS will work with you to test it and make sure it is working well. This process ensures the stability of your computer. Only hardware that has passed the testing process can be recommended for campus use.

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