The Information Resources Management (IRM) department at The American College of Greece manages the coordination and repair of the ACG-owned equipment. ACG-owned equipment past warranty will be evaluated for the possibility of in-house repair (simple and serviceable repairs) or sent to an affiliated repair vendor (complex repairs)after a cost-benefit analysis. Repair costs outside or beyond the warranty plan would be the responsibility of the respective ACG department.
Dropping off hardware
What to bring:
- Your ACG-owned device
- Any ACG-owned accessories
What to know/have access to during your visit:
- Your ACG network username and password (ACG computer login)
- Your ACG email username and password (ACG email login)
- If you need assistance on how to back up your files, you should contact the ACG IT Support team a few days before delivering the equipment.
The process:
- Reach out by placing a SysAid Ticket Request via the SysAid platform (helpdesk.acg.edu) to schedule a drop-off appointment.
- The ACG IT Support team will either confirm your appointment or propose an alternative that best fits your schedule.
- The ACG IT Support team will do some initial troubleshooting to properly diagnose and classify the level of repair.
- Please expect around 10-15minutes of troubleshooting time before you leave. If the problem can be resolved on the spot, you will not need to drop off your device.
- After further diagnosis, ACG IT Support team will let you know whether the device needs repair from an outside vendor, as well as what the anticipated cost will be. If they are able to repair on-site, you will be contacted when your device is ready for pickup.
- ACG owned Apple laptops and desktops are serviced by a local Apple Certified sales and repair vendor.
- Transportation, diagnosis, and repair can take between 2-3 weeks depending on the complexity of the issue, the warranty status of the device and the availability of the service parts.
- ACG-owned Dell laptops and desktops are serviced on-site by Dell technicians. Depending on warranty status, technicians can arrive 24-72 hours after service is requested, and will often resolve the issue in one visit.
The ACG IT Support Team will:
- Diagnose all ACG-owned devices (Apple or Windows computers, iPads, Printers, etc)
- Perform operating system updates
- Install new software and/or update existing software
- Install software fixes and/or patches
- Provide guidelines on how to manage data backup
- Perform maintenance and replacement of internal parts for ACG-owned devices
- Troubleshoot, consult on next steps and/or answer questions
- Attempt data recovery on internal or external hard drives, depending on the level of hardware damage/failure.
The ACG IT Support Team cannot:
- Repair and/or replace computer components of personally-owned devices
- Modify hardware and/or software of personally-owned devices