Maintenance
Services Provided
This service provides maintenance of the PC desktop system hardware and software for the Customer.
PC hardware may include PC desktop systems, portable, PC LAN servers and PC peripherals.
PC software may include operating system, application and networking software.
The facilities included in this range of maintenance services are:
Problem Logging
When a problem arises, the Customer initiates a request for maintenance by telephoning a designated Fujitsu helpdesk center in the country where the problem has occurred and logs a call.
Fujitsu captures all relevant details of the perceived problem, discusses with the customer the severity of the impact of the problem and allocates the problem an agreed priority. The helpdesk center then passes the problem to the appropriate problem handling unit.
Throughout the subsequent diagnosis and resolution of the problem, Fujitsu will update the status and keep track of the progress of the resolution, as appropriate. Fujitsu will make this information available to the Customer as required.
Problem Diagnosis
Fujitsu will use diagnostic information provided by the Customer to diagnose the cause of the problem. If necessary, Fujitsu may ask the Customer to provide additional information during the diagnostic process.
Problem Resolution
Once the probable cause of the problem has been diagnosed, Fujitsu will provide the Customer with an error workaround method in the form of avoidance procedures or other advice. Fujitsu will provide the Customer with error correction, whenever possible, as soon as the problem has been identified.
For hardware, Fujitsu repairs or replaces any faulty part with an item of equivalent functionality. For software, Fujitsu may have to reinstall the software from the Customer's original issue.
Resolution will be tested. For hardware, Fujitsu will reconfigure as necessary and test the equipment using the appropriate diagnostic tools in order to demonstrate that the repair has been completed. For software, Fujitsu will either run software testing procedures or, alternatively, guide the user through running the procedure.
In case where a fault cannot be repaired by one working visit, the Customer will be notified and a follow-up appointment will be made with the user.
Fujitsu will document the resolution and pass details back to the Customer for closure of the problem logged. Once obtained the user's confirmation that the maintenance has been carried out, Fujitsu will report back to the helpdesk for final call closure and update with the asset registration staff of any necessary changes pending subscription to the asset management service.
Hardware Warranty
Where equipment is identified by the customer as falling under warranty, Fujitsu honors the warranty for equipment sold by Fujitsu and, for equipment supplied otherwise, Fujitsu will interface with the warranty provider to manage fault resolution in accordance with the terms and conditions of the warranty.
Optional Services
- Hardware Preventive Maintenance
- Site Based Service Engineer
- Remote Diagnosis
- Supply and Warehousing of Spare-Parts and Loan Equipment
- Provision of Standby Server
- Virus Checking
- Service Reports
This service applies to equipment listed in the schedule accompanying the service contract.
The modular structure means that our services can be tailored to the Customer's individual needs or to accommodate specific requirements on a local level.
