Device Repair Guidelines

Information Technology will assist in repairing and troubleshooting issues with Fordham-provided devices. If you think your device needs to be repaired, follow these steps:

1. Submit a repair request to the IT Service Desk. A ticket will be created and escalated to Endpoint Services for evaluation.
2. Endpoint Services will assess the device to determine the extent of the issue and recommend next steps. In instances when a repair is necessary: 
   • For Devices Under Warranty: Endpoint Services will initiate the repair process through the manufacturer
   • For Devices Out of Warranty: Endpoint Services will determine whether repairs can be performed internally or require external manufacturer support (e.g., Dell, Apple).
3. If the device is deemed unusable for the user to perform job responsibilities, a replacement will be considered instead.

Repair Costs

• Fordham-Approved Equipment: IT will cover the repair costs for out-of-warranty devices
• Non-Approved Equipment: While our service technicians can assist with diagnosing the issue, departments must contact the manufacturer or vendor for hardware servicing.

Computer Replacement Policy 

Computers are replaced when they are no longer operational or reach the end of their functional lifecycle. Criteria for replacement include: 

• End of Life: The system has reached the end of its manufacturer-supported lifecycle. 
• Performance: The hardware no longer meets the technical requirements to run current University-standard Operating Systems or security software. 
• Security: The device is no longer eligible for critical security patches or firmware updates. 
• Physical Failure: The device has sustained hardware damage where repair is no longer cost-effective or technically feasible. 

If you encounter any issues affecting your computer's functionality or performance, please notify the IT Service Desk promptly. The Endpoint Services team will assess the situation and provide a replacement device if necessary to ensure you can continue your work without interruption. Your productivity is our priority, and we are committed to providing the tools you need to excel in your role. 

One Device Policy 

To ensure uninterrupted productivity and data security, Fordham follows a one-device-per-person model. The shift toward flexible work has redefined our relationship with technology. Consolidating work onto a single assigned device (laptop or desktop) provides several key benefits: 

• Enhanced Security: Allows IT to implement robust encryption and access controls more effectively. 
• Operational Efficiency: Simplifies your user experience by eliminating the need to sync data across multiple machines. 
• Reliable Support: Enables our IT teams to provide more focused, high-quality maintenance and faster troubleshooting. 
• Cost Sustainability: Reduces hardware and licensing overhead, allowing for more frequent upgrades. 

Requesting an Exception 

We recognize that unique roles may occasionally require additional hardware. If a single device does not meet your specific business needs, a Special Request is required that includes: 

1. A clear business rationale explaining the necessity. 
2. Approval from your Manager and Area VP/Dean. 
3. Final review/approval from the CIO’s Office (in specific cases).