Hardware Maintenance, Repairs & Loaners

This article explains how to request IT hardware support, what to expect during repairs, and who covers the costs. Users submit a “Something is Broken” request, after which an ACC IT technician troubleshoots and coordinates repairs. The article distinguishes between warranty-covered repairs and damage-related costs for departments or contractors.

Overview

This article explains how to request support for hardware issues, what happens during repairs, and who is responsible for costs.

Issue: Users need a clear process for reporting issues, getting repairs, and understanding warranty vs. damage scenarios.

Hardware Maintenance, Repairs & Loaners

Troubleshooting / Guidance

How to Start

A Something is Broken request in TDX may be submitted by:

• The employee

• The employee’s management chain

• The contractor

• The contractor’s ACC POC

An ACC IT Technician will troubleshoot first. If hands-on repair is needed, meet at the nearest ACC campus.

Offsite Contractors

• ACC:

  • The onsite technician will decide if the computer can be repaired or needs to be replaced. Either way, the computer is then picked up by the Contracting company, and they will ship it back to the Contractor

• The contracting company:

  • The person of contact for the contracting company at ACC will begin this process

  • The contracting company bears the responsibility and the cost of selecting a shipping vendor, paying for shipping, and providing loaner equipment to the contract employee.

Repair Types

Standard (Under Warranty):

• IT coordinates with Dell or Apple.

• A loaner may be issued if available.

Damaged (Not Covered):

• Department or contractor funds are used for replacement or repair.

• If repair is approved, a quote is provided and charged to the department.

Additional Information

Need additional information or assistance? Get support by submitting a ticket via the TDX portal.