DTS provides extended warranty and maintenance services for a variety of technical equipment. The Equipment Inventory System (EIS) is used to manage hardware service. EIS provides a means to store product information to fulfill service requests in a timely and efficient manner. There are various types of maintenance options detailed below.
Problems with equipment is reported via phone or web to the DTS Customer Support Center. A Help Desk ticket is immediately created and service is coordinated with the customer.
Billing for the maintenance portion is done on a monthly basis and is generated from the information in EIS. The fees associated with monthly maintenance are presented in the DTS monthly bill.
Features and Descriptions
Maintenance coverage ranges from 5 day 8 hour coverage to 7 day 24 hour critical coverage for devices that are essential to running an organization. In addition, a customer will receive preventative maintenance on equipment under this contract. The monthly charge is calculated according to a pricing matrix and the type of maintenance coverage the agency chooses.
Time & Materials Coverage
Equipment with time and materials coverage has no monthly charge; however, the equipment will be given lower priority than devices covered on the maintenance needed.
Ordering and Provisioning
Customers may call the DTS Customer Support Center, (801) 5383440 or (800) 6783440 to submit a Help Desk ticket, or call:
EIS Administrator – Heidi Rollins (801) 5383462
DTS is responsible to act as contract manager between the state agencies and the vendor of this statewide contract. DTS is responsible for billing and ensuring the vendor will be paid via EFT by the seventh day of each month. DTS is responsible to provide a list of new equipment to the vendor on the first day of each month; detailing devices being added or removed, as well as devices with an expiring warranty or changing maintenance coverage.
Agencies are responsible to contact the EIS Administrator with requests to add or delete equipment in the EIS database, modify their maintenance coverage, and update contact or location information. Requests should be made to the EIS administrator via email or help desk ticket.
Agencies are also responsible to review monthly billing charges and inventory reports to ensure accuracy and content. Any discrepancies should be discussed with DTS Billing within 30 days of receiving the bill.