Sunday July 20 2008
Information Technology Central Services at the University of Michigan
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Repairs

ITCom repairs telephone, video, and data circuits; equipment rented from ITCom, and some customer-owned equipment covered under service agreements with ITCom.

When a customer requests repair service, ITCom will investigate the nature of the request, and, if appropriate, complete the repair. Charges are calculated on a time-and-materials basis, (except for students living in residence halls and Northwood Community Apartments, whose phones are covered under a maintenance agreement with University Housing). In some cases, it may be necessary for another supplier to handle repairs to equipment not supplied or maintained by ITCom.

Electronic telephones (owned by the department) and data equipment covered under maintenance agreements may be repaired free of charge during normal work hours. However, charges will be assessed in cases where repair is required because of malicious destruction to equipment or networks.

Repair Contact Information

  Telephone Repairs Data Networking Repairs Video Repairs
Faculty and Staff (Ann Arbor, Dearborn, and Flint) 647-8888, option 1
telephonerepair@umich.edu		 Have your LAN administrator call 647-8888, option 2 647-8888, option 3
Students in Residence Halls or Lawyers Club 647-8888, option 1
telephonerepair@umich.edu		 ResComp/HITO, 647-1133 647-8888, option 3
Students in Northwood Apartments 647-8888, option 1
telephonerepair@umich.edu		 4-HELP, 764-4357 Comcast Customer Service
Students in Group Housing (co-ops, fraternities, etc.) AT&T Customer Service AT&T or Comcast Customer Service Comcast Customer Service

Repair Hours

Normal Hours

    Normal repair hours are 7:30 a.m. to 4:30 p.m. Monday through Friday. In most cases, Repair Service will respond to repair calls within 24 hours (excluding weekends and holidays). Please call during standard business hours unless your repair is an emergency.

Normal Repairs

    Most repair requests are processed during normal business hours (see above). Normal response time is usually 24 hours or less.

    There is NO CHARGE for the following repairs:

    • Lines and equipment rented from ITCom
    • Customer-owned equipment covered by an ITCom maintenance agreement

    If a critical service needs repair and is not covered by a maintenance agreement, ITCom can respond within two hours at the expedited service charge rates. If the repair is determined to be caused by the customer, or customer-owned equipment, time and material rates will apply.

Repairs After Normal Work Hours

    Non-standard repair hours include all evenings (4:30 p.m. - 7:30 a.m., Monday through Friday) weekends, and holidays.

    For emergency (voice, data, or video) repair requests call 647-8888.

    • Select the emergency option
    • Next, select voice, video or data and an operator will answer and take the necessary information

    For non-emergency (voice, data, or video) repair requests call 647-8888.

    • Select the non-emergency option
    • Next, select voice, data, or video and leave a message as instructed

    Faculty & Staff: The minimum charge for after-hours repair work is a one-time four (4) hour on-call labor rate plus additional time and materials.

Malicious Destruction

    Charges will be assessed on a time and material basis in cases where repairs are required because of malicious destruction to equipment or networking. This is true for all customer groups: faculty & staff, and University Housing residents.

    Questions about charges in these cases should be directed to ITCom Billing, 763-2000.

Additional Information

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