The Repair and Replacement Process 2017 TCS SMT Training - Dallas

Computer Repair and Replacement The Repair/Replacement process for computers was introduced into the Tax-Aide program in Nov 2013 The printer Repair/Replacement process has been active for over 7 years The current process vendor for both computer and printer repair and replacement is GraceWorkz, LLC 2017 TCS SMT Training - Dallas

Repair/Replacement Eligibility Only Laptops, Desktops and Printers marked as “OK” (working) on the most recent season’s inventory will be eligible for repair or replacement Donated equipment is eligible for repair and replacement after one year on the inventory IRS-owned equipment is repaired and replaced by the IRS Personally-owned and site or sponsor-owned equipment is not covered by the GraceWorkz contract 2017 TCS SMT Training - Dallas

2017 TCS SMT Training - Dallas Limited Local Repair Local repair of AARP Foundation Tax-Aide owned equipment is limited to the following: AC Power Adapters – local purchase authorized Externally Removeable Batteries – local purchase authorized Computers that don’t have at least 1.7 GB RAM, but meet all other Win 10 requirements can have more RAM added IF approved by TCS and RC **These are the only repairs that can be expensed. 2017 TCS SMT Training - Dallas

“Cosmetic” Damage is NOT Eligible for Repair/Replacement As a general rule, cosmetic issues (broken/cracked screens, liquid spills, etc) are seen by manufacturers as “negligence” and will not be repaired or replaced. Keep food and beverages away. 2017 TCS SMT Training - Dallas

Stolen or Lost Computers Stolen computers should be reported to the local police immediately and then to National Office A Police Report should be submitted as soon as it is available if the unit is to be replaced Lost computers should also be reported to the National Office in case there is a chance it can be located Lost units are not eligible for replacement Use the “ST” status in the Online Inventory System (OIS) for both Stolen and Lost computers 2017 TCS SMT Training - Dallas

What if Lost or Stolen Unit is Found/Recovered? The National Office should be informed if any computers are recovered so the unit(s) can be reactivated and returned to the field for use The recovered unit should NOT be put back on inventory by the state. They will be added by National 2017 TCS SMT Training - Dallas

Computer Repair and Replacement Process All replaced computers MUST be returned to GraceWorkz after receipt of the replacement Failed computers under warranty should be reported to National for repair instruction **Failure to return a replaced computer may make the state ineligible for a replacement the next season GraceWorkz will mark replaced computers as “RP” in OIS as part of their ticketing process 2017 TCS SMT Training - Dallas

Submitting a Service Request There are two ways to contact GraceWorkz for service: The preferred method is to send an email request to service@graceworkz.com. This will create an electronic work ticket which streamlines the follow up process and the service can be tracked. Identify the TCS and include the TCS on the distribution You may also call at 866-448-0420 or 608-467- 4086 (*option 1 for tech service) 2017 TCS SMT Training - Dallas

Request Forms for Service Instructions for placing a service request, including a standard form, for both computers and printers can be found on the OneSupport Help Center in the following section: Technology > Equipment Document Name: Equipment Repair, Replacement and Storage 2017 TCS SMT Training - Dallas

The TCS/TC Role in the Repair/Replace Process Volunteers should contact TC/TCS with hardware issues and questions first The TC or the computer custodian should contact GraceWorkz for this service Identify the TCS and include the TCS on the distribution of the request 2017 TCS SMT Training - Dallas

Category 2 - Diversity, Expansion & New Sites This process was created to grow the program by creating diversity sites, expanding existing sites and /or growing new sites. Eligible sites may receive up to 3 laptops and 1 printer The process generally opens in October Managed by State Coordinator (SC) 2017 SC SMT Training - Dallas

All refreshed models are NO LONGER eligible for replacement. Technology Refresh Ongoing project dependent upon funding availability Phase 1 (completed) 2500 replaced,(HP 6000,6110,6120, 6220,6230) Phase 2, HP 6310 replaced in 2016-2017 Phase 3, Computers that don’t have at least 1.5 GHz processor, 1.7 GB RAM, and 100 GB hard drive Managed by Technology Specialists (TCS) and shipped from GraceWorkz All refreshed models are NO LONGER eligible for replacement. 2017 SC SMT Training - Dallas

2017 TCS SMT Training - Dallas Questions? QUESTIONS?? 2017 TCS SMT Training - Dallas