Hardware unit and trouble-shooting policy

This policy aims at ensuring that the ICT hardware functions optimally with reduced downtime to support the performance of all users. Hardware trouble-shooting shall entail confirming the existence of a defect, identifying the root-cause of the defect, taking corrective and preventive actions. In this connection, SU is committed to;

1. acquiring hardware devices from reputable brands that can withstand adverse weather conditions
2. providing secure rooms to ensure only authorized staff have access to restricted areas
3. Ensuring all ICT staffs are adequately capacitated to trouble-shoot all defects including minor and major defects. For purposes of this policy, minor defects are those that are common, easy to diagnose and easy to correct. Major defects are those whose faults are unknown, require complex diagnosis and may require external assistance to resolve by a contracted vendor or dealer.
4. Ensuring the ICT department takes necessary and appropriate measures to ensure faulty hardware are repaired within a reasonable timeline following the laid down university policies. All procurement of replacement parts and service shall be done according to the university procurement policy. In this connection, ICT department shall maintain an inventory of skills and competences among its staffs to ensure they are updated on current and appropriate trouble-shooting techniques.
5. Ensuring that hardware trouble-shooting is prioritized based on urgency and need
6. ensuring all hardware trouble-shooting activities and records are maintained for future reference
7. Establishing an online platform for reporting faults to the ICT department with each task having a ticket number for follow-up. This will ensure accountability of ICT staff for ensuring tasks allocated to them are completed and if not, the reasons for non-completion formally documented.
8. Only ICT authorized staffs shall be allowed to trouble-shoot. Any unauthorized action by non-ICT staff is strictly prohibited. The university disciplinary committee may surcharge the student or member of staff for the full cost of the hardware device
9. Establishing a documented process for hardware and software trouble-shooting to include fixing minor defects on-site and major defects on-site and off-site.