Service & Support

The DCI Program makes service and support of DCI computers as simple and as flexible as possible.

• DCI Service has a staff of on-grounds technicians who are available to repair DCI Computers.
• The DCI Service personnel are authorized by the vendor(s) to repair all DCI equipment.
• All DCI computers have four-year parts and labor warranties with the exception of notebook batteries which only carry a 1 year warranty.
• DCI Service maintains an inventory of spare parts for servicing DCI computers which enables technicians to repair computers quicker, resulting in shorter downtimes for the end user.
• DCI Service will perform on-site service for all DCI computers located on-grounds and for DCI computers located within ten miles of Charlottesville.

How to receive service

• All DCI computers may be serviced in a number of ways:
  • Users experiencing problems with DCI systems should contact the ITC Help Desk (924-3731).
  • Callers must provide their computing ID and the serial number for their computer.
    1. Serial numbers are located on the back of all computers and on a silver DCI Tag on the front of all Dell DCI computers.
  • The ITC Help Desk helps to determine whether the problem is hardware or software related.
    1. If it is believed to be software, the ITC Help Desk representative will help the caller solve the problem.
    2. If the problem is determined to be hardware, and the computer is located within a ten mile radius of the University, the ITC Help Desk will send the referral to the DCI Office where a technician will contact the user within one business day to arrange for service.
  • DCI Service personnel will also accept machines for customers who wish to drop them off for repair.
    1. Computers can be dropped off at any Cavalier Computers location. Click here for locations
  • If the computer is not located within a ten mile radius of the University, the customer may bring the computer to any Cavalier Computers location or customers may contact manufacturers directly:
    1. Dell Technical Support: 1-800-234-1490
    2. Apple Service: 1-800-767-2775
    • Only Dell will provide on-site service for in warranty computers.
    • Apple will direct users to the nearest Apple Repair Center.
• DCI Hardware Service Request Procedures Available to LSPs only
  • LSPs may elect to follow one of the below procedures to initiate a DCI Hardware service request.
    1. Call the ITC Help Desk (924-3731) and self identify as an LSP. The Help Desk staff will refer the request to DCI Service through Remedy without initiating standard problem determination procedures with the LSP.
    2. Submit web form: This will prompt the LSP to enter all pertinent information and will send an email to the ITC Help Desk (consult@virginia.edu). The Help Desk staff will refer the request to DCI Service through Remedy.
    3. LSPs can use the web form at LSP DCI Service Request Form. http://www.itc.virginia.edu/desktop/dci/lspservice.html
    4. Email request to ITC Help Desk at consult@virginia.edu.
       The Help Desk staff will verify that all necessary data has been included, and refer the request to DCI Service through Remedy. (Any requests for service that are emailed directly to DCI Service will be redirected to the ITC Help Desk [consult@virginia.edu] so they can first be entered into Remedy.)
       Note: The ITC Help Desk staff monitors the consult@virginia.edu mailbox during their normal business hours for service requests.