Laptop Programme Service and Support General Overview
(updated April 1st, 2008)
The information contained in this section of our website outlines the basic support and service arrangements cater for the Middle School Laptop Program. Kristin Middle School and ICTS have a partnership which, with students and parents, represents the Laptop Program. The Middle School management team and ICTS meet regularly to review service and support systems to ensure the Laptop Program needs are best met. The service and support systems developed are available for staff and students as part of the everyday operation of the Middle School Laptop Program.
If you have educational concerns in relation to the Laptop Program, please ensure you follow Middle School communication procedures and in the first instance contact the classroom Tutor or Dean.
Laptop Program Service and Support Description
Specifics of the service and support systems for the Laptop Program vary year to year and sometimes, daily to meet Middle School needs. The following information provides a description of the basic (and expected) service and support program.
If you have any queries about our service and support, please feel free to contact the Middle School, or our ICTS Service Manager.
Troubleshooting, Quick Fixes and Preventative Maintenance
It is the goal of ICTS to assist Middle School students with general laptop problems within fifteen (15) minutes when students physically visit ICTS. If students visit ICTS out of break periods, pupils are expected to have an ICTS pass from their respected teacher; students will not be served otherwise.
General laptop issues:
Password resets, software reinstalls, security certificates, software updates, software help, printing help etc.
If a problem cannot be solved within a fifteen minute time frame (which we call a 'hot-fix'), and there is a fault with the laptop, ICTS will endeavor to provide a student with a loan laptop until the student’s original laptop can be returned in working order.
Serious laptop issues:
Dropped laptop, failed hardrive, broken screen, broken hinge, software crash etc.
Damaged and Defaced Laptops
Kristin School acknowledges that the equipment leased by parents/students has been in use during the term of the lease and that it is subject to normal wear and tear.
The terms of the lease agreement require that all equipment must be in good operating condition at all times. Parents are therefore required to take immediate steps to advise ICTS in the event of any damage, however minor, as soon as it occurs.
Possible actions by ICTS
1. Some damage may be covered by manufacturers warranty or insurance.
2. If the damage is negligent or not accidental ICTS will advise the Middle School Assistant Principals to investigate the matter.
Please Note: The final decision about whether the repair is covered by warranty or not is that of Kristin School and the lease/insurance company.
Examples of fair wear and tear
Normal Wear and Tear
Light/minor scratches on the screen
Faded lettering on the keyboard
Minor scratches on the cover or base
Worn logo
Removable labels and stickers
Not Normal Wear and Tear
Cracked lid or frame, or broken hinges
Scratched LCD screen
Stick mouse burn on LCD
Application lines or symbols permanently burnt into the LCD
Latch won't close
Suspense/resume problems
Missing rear, side or floppy drive door
Discharged battery
Non-removable labels/stickers
Graffiti
Missing components
Non-functional keys on keyboard
Removed COA labels (this represents the Microsoft Operating Software License)
Laptop Repair: Hardware Repairs Non-Insurance and Insurance Based
To assist in understanding student laptop hardware support, it is useful to provide some repair data for school leased laptops.
The following table provides hardware repair data for the Middle School Laptop Program.
|
Non-Insurance Repairs (Including Warranty) |
Insurance Claim Based Repairs |
School Leased Laptops |
100% |
0% ($0.00 in excess paid) |
Data Source: Kristin ICTS Data collection: Term 1, Feb 7 - March 19, 2008 |
Applications/Software included
Kristin School offers a great deal of connectivity, productivity and educational resources/software that are chosen by its educators. Listing the extensive titles and resources that are installed on each laptop is not practical in this space. These items also change and are updated throughout the life-cycle of the laptop. Each Middle School student issued laptop would normally include:
Productivity software (writing, spreadsheets, presentation)
Collaboration software (email, document sharing, conferences)
Music/Video management/jukebox software
Anti Virus
Operating System
Subject specific software/digital-textbooks
Internet browser(s) and associated plug-ins
Connectivity (Internet)
Students have true broadband connectivity at Kristin through wired and wireless connectivity across the majority of campus. If students/parents are interested in having home internet enabled on the laptop they need to follow the instructions using ‘Access Connections’ software on the laptop.
This software will allow a user to create personal connectivity off of campus, i.e. home broadband, hotel hot-spots, etc. You can either pick up a ‘How-To’ handout at ICTS or download the PDF on Access Connections available on the How-To section of our website.
Access Connections can also be used to connect a student laptop to a home network that will enable network printing. Please see our How-To section for more information.
Laptop Program Service and Support: Procedure Descriptions
The following support descriptions outline basic support procedures for the Middle School Laptop program. These descriptions relate to School Lease laptops unless otherwise noted.
Basic Support Procedures
Our most basic description of our support process, for all Middle School laptops (not just school leased laptops), is as follows,
Support Procedures: Laptop Program Hardware Fault Flow Chart
The following diagram is a more detailed description of laptop hardware fault repairs for the Middle School Laptop Program.
Flow chart focus: to outline process for warranty and insurance based laptop repairs.
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