Laptop Hardware Support

See also: Software Support

For Dell laptops purchased through the Law School Personal Computer purchase program and other Dell laptops still under warranty, we have two certified Dell technicians on staff that can help you troubleshoot your computer and assist you with contacting Dell support.

The level of laptop support we provide will depend on the make and model of your laptop, the coverage of your warranty, and the level of any Dell customer support programs purchased. The School of Law works with Dell to develop an ideal technical service solution for all incoming first year students, and purchasing a Dell laptop through the Laptop Program will ensure the highest level of on-site support we can provide. All Dell laptops purchased through the Laptop Program include the Dell Gold service plan and a three-year warranty intended to last throughout your tenure at the Law School.

If your laptop is not a Dell, we can still provide some troubleshooting, but it is up to you to contact the vendor or manufacturer for warranty support. If a significant hardware issue is identified, and your laptop is not under warranty, you may need to consult an independent computer repair facility and/or purchase your own replacement parts.

Levels of Support

Category 1 Support: for Dell laptops purchased through the School of Law

• Perform general troubleshooting and diagnostics to identify problem
• Assist student with contacting Dell customer support
• A technician will respond to calls and be on hand to answer technical questions relating to the problem
• Allow the option for replacement hardware to be shipped to the law school
• Installation of Dell replacement hardware
• Should Dell provide a new hard disk in the event of a complete hard drive failure, technicians will replace or upgrade the laptop operating system, Microsoft Office Suite with all service packs and updates, and Symantec/Norton Antivirus. It is also acceptable to run any connection scripts needed to get the laptop back on the network. All other software additions will be the responsibility of the student.
• Assist with network resource connection configuration settings
• Provide a recommended course of action for fixing problems outside the IT scope of responsibility

Category 2 Support: for Dell laptops purchased outside the School of Law, this is the recommended purchase program.

• Perform general troubleshooting and diagnostics to identify problem
• Assist student with contacting Dell customer support
• A technician will respond to calls and be on hand to answer technical questions relating to the problem
• Assist with network and network resource connection configuration settings
• Provide a recommended course of action for fixing problems outside the IT scope of responsibility

Category 3 Support: for all non-Dell laptops (e.g., Sony, Compaq, etc.)

• Perform general troubleshooting and diagnostics to identify problem
• Assist with network and network resource connection configuration settings
• Provide a recommended course of action for fixing problems outside the IT scope of responsibility