Computer Support Subscription Service

Overview BUMC Information Technology aspires to provide the highest quality of service to facilitate, support, and advance the missions of the BUMC community through the application of information technology. One of the services we offer to the BUMC community is the Computer Support Subscription Service. Our talented IT Client Service team will apply our skills and knowledge to resolve issues promptly so that your IT needs are supported.
Available To Faculty, Researchers, Staff, Departments
Benefits
  • Expedited Service
  • Hardware repairs with original vendor supplied parts
  • Centrally managed important patch updates for your computer
  • Free upgrades to the latest Microsoft Office package and Windows 7
  • Performance assessment and computer recommendations
  • Virus and Malware scanning and repair
  • Answers to technical questions
  • Assistance with day-to-day issues that may arise
  • Assistance with any BUMC IT supported software
Key Features For enrolled computers, IT aims to provide service as quickly as possible with a target response time of 1 business day and a target resolution time of no more than 3 business days; however most issues are resolved within 1 business day
Requirements The Computer Support Subscription Service is available to most business class models from Apple, Dell, Lenovo, or HP computers purchased through the University with a BUMC IT asset sticker (number beginning with 9 on a black or orange sticker.) If the computer does not have a BUMC IT asset sticker, please contact us to determine if the computer is eligible and to provide you with a sticker. 

 

If your computer already has a BUMC IT asset sticker, check if your computer is currently supported
Limitations
  • BUMC IT does not support computers connected to any medical device. The client is responsible for contacting a 3rd party or the manufacturer for device or software problems/installations.
  • If a system is not one of the business class models, we will still do our best to provide assistance, though our target resolution time may be exceeded.
  • If BUMC IT works on a computer and it affects unsupported software or an unsupported device, when possible we will restore the computer to its state prior to the work we performed.
  • Support is provided in person at the client’s location on the Medical Campus as deemed appropriate and necessary by BUMC IT staff.
  • Support is limited to normal business hours of Monday – Friday, 8:30am – 5pm, excluding University holidays.
  • Support does not include any additional license or hardware costs.
  • We cannot make any guarantees but we will use our reasonable efforts to assist clients.
  • We cannot be responsible for any loss or damage. The client is responsible for adequate protection and back up of all data.
Cost The Computer Support Subscription Service cost is $210 per system per fiscal year and includes support for mobile hand-held devices owned by the client or BU.  As a campus-approved service center, our rates reflect our costs and are determined by the BU administration. 

 

If you do not enroll your computer in the Computer Support Subscription Service by June 30th, you may be charged a rate of $100 per hour for repairs


Please note any additional hardware components and software licenses must be provided by the client. The Computer Support Subscription Service does not cover such costs.
Getting Started The open enrollment period runs from June 1st to June 30th. After the enrollment period closes on July 1st, 2012, computers not enrolled may receive support services during the remainder of the fiscal year on hourly terms and may be eligible for enrollment in the Computer Support Subscription Service for the next fiscal year. Hourly services can be provided after the client supplies a BU account number in writing to BUMC IT. 

 

Newly purchased computers may be added to the Computer Support Subscription Service at the time of computer set up at a quarterly prorated rate. BUMC IT recommends replacing computers every four years. For upgrade advice feel free to contact the Service Desk or browse our computer recommendations.

 

If you have questions about the subscription service email bumc-it-contract@bu.edu or call us at (617) 638-5914.
Support Methods Service for your IT issue may be requested via our web portal, by calling our dedicated phone line at (617) 638-5914, walk-in at 801 Mass Ave., Suite 485 (Crosstown Center) or e-mail. Click here for additional contact information. Services may be performed on site or remotely, at the discretion of BUMC IT.