I have a problem with my ResNet laptop.
This page outlines the procedures to be followed if you have a issue with your ResNet laptop.
While I am on campus.
- Your first point of contact will always be your duty House Staff. At present ICT Services do not have the resources to deal with students directly.
- Take your laptop, in its box, to the House Office and explain to the duty Staff your issue. They will then raise a formal ICT Services support request on your behalf.
- Leave the laptop with the House Staff for collection by ICT Services.
- Expect your laptop to be with ICT Services for a least 24 hours.
- ICT Services will contact the duty House Staff with any progress updates. Please do not make any enquiries with ICT Services as you will be directed back your House Staff
- When your issue has been resolved your laptop will delivered back to the House Office for your collection
I have a problem and I am away from St Leonards.
For logistical reasons ICT Services are not able to provide any type of support provision to ResNet devices while they are not located on campus. Because of warranty restrictions is not recommended that a ResNet device is placed with a 3rd party for repair.
If a ResNet device is placed by the owner with a 3rd party for repair St Leonards School and Sixth Form College will not be liable for any costs incurred as a consequence of that decision.
Governing policy.
1. General.
1.1 The ICT Department will be responsible for the care and maintenance of all ResNet laptops purchased through the School for as long as the student is part of the School community. Full ownership will be transferred along with any outstanding warranty on departure.
1.2 It will be the responsibility of the student to notify the duty House Staff of the fault and leave the device in their care for collection by ICT Services.
1.3 On resolution the duty House Staff will be advised and the laptop or temporary replacement will be delivered. Repairs will be completed as expediently as possible.
1.4 Where possible the student will allocated a general use laptop whilst repairs are carried out if the repair process will take longer than 24 hours. The general use laptop will be of a similar or better specification of the device in for repair. No student will be disadvantaged by placing their device in for repair.
2. Damage through negligent or wilful act.
2.1 In cases where a ResNet laptop is returned to ICT Services for repair where the issue has resulted as a consequence of a negligent or wilful act, the laptop will be retained and a written assessment as to its condition will be submitted to Deputy Head PSER. In cases of this nature, costs for repair or replacement including use of any temporary replacement laptop will rest with the parents of the student. It should be recognised that under these circumstances the owner of the damaged device has no automatic right to a temporary replacement laptop and one will only be issued by ICT Services on the direction of the Headmaster, Deputy Head PSER or Bursar.
2.2 In cases of dispute pertaining to damage which could have be caused by a negligent or wilful act the matter will be referred to Deputy Head PSER to arrange a separate investigation.
3. Recall.
3.1 ICT Services reserves the right to recall any or all of the laptops for upgrading or to rectify substantial issues which may affect the reliability of the School network. Recall will not be carried out without the authority of Bursar.
4. Temporary replacement.
4.1 In cases where a temporary replacement is required, a laptop of equal or greater specification will be supplied. Once the temporary replacement is in the possession of the student all the stated rights and responsibilities, conditions and policies remain in force. It is the responsibility of the student to return the temporary laptop to the House Staff on collection of their own laptop from the House office. As a matter of course a temporary allocation will always be supplied to the House Office. A student has the right to decline the use of a temporary allocation if they do not wish to be encumbered by these additional conditions and the device will be collected by ICT Services.
5. Personal data
5.1 Please note that ICT services will not backup, recover or reinstall any personal data, including ITunes music library onto any devices submitted to ICT Services to issue resolution. It is the responsibility of the owner to maintain a back up of all personal data including documents [it is immaterial that the documents may relate to school work], photographs and music stored on the device.
5.2 In the case where a device has to be returned to HP for repair because of a hardware failure or where the software has been contaminated or become corrupted the device, once repaired, will be returned to the owner with the standard software build. This is the software build that was installed on the device on the day it was handed over to the owner.
5.3 It is the sole responsibility of the owner to maintain a viable backup of their personal data.
