We hope that your SCLS-supported PCs never misbehave or have problems... but what happens if they do?
Call the Help Desk
The SCLS Help Desk is able to resolve many problems over the phone through troubleshooting and the use of remote control software.
Problems that can't be fixed over the phone
The age of the PC will determine the possible course of action.
Hardware problems
- PCs < 3 years old - SCLS techs will repair the PC under warranty
- PCs > 3 years old but < 5 years old - SCLS techs can repair the PC at cost to the library
- PCs > 5 years old - It's time to retire the PC
If the PC is less than 5 years old, SCLS techs will repair the PC. If the PC is greater than 5 years old, the techs will assess the software problem to see if it can be easily repaired or if the age of PC is a contributing factor.
"Can I get a loaner?" The SCLS Spare PCs Policy
The SCLS Technology Team maintains a small pool of spare PCs, utilized when a library workstation is in the
process of repair. This pool provides a basic level of service to patrons and staff but is not intended to fully
replicate all services, such as personal bookmarks, e-mail, or library-specific software.
SCLS Spare PCs are intended to take the place of PCs that conform to the overall support policies laid out in the SCLS Hardware and Support Policy. In the case where a PC cannot be repaired, libraries need to show a good faith effort in ordering a new PC. After SCLS determines that a new PC needs to be ordered, libraries have one month to place an order with SCLS for a replacement PC. Libraries can continue to use the spare PC until the new PC arrives and is ready to be used in the library.
All these Operating Systems!
SCLS is currently in the process of upgrading SCLS-supported PCs from Windows XP to Windows Vista (patron PCs) and Windows 7 (patron PCs and staff PCs). Because of this, libraries should be aware that:
- Spare PCs may not be running the same operating system as the PCs they are temporarily replacing.
- Windows XP PCs sent in for repair may be returned to the library upgraded to Vista or 7.
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