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Desktop Services Frequently Asked Questions


WHEN WILL MY PC BE REFRESHED?

Departmental Trusted Requestor’s are contacted monthly to verify and approve their inventory in Webtrax. Supported devices can be reviewed in Webtrax by entering the Property Tag number in the Search bar. The refresh date is located under the Refresh Info section and identified as Expiry Date.


WHAT IS WEBTRAX?

Webrax is the database that is used to pull up the refreshes for the month.  Each Department has a contact and are approved to log into Webtrax using their UTMB-USERS-M account. Department contacts have the ability to manage their supported inventory including adding/removing support and approving computer refreshes using one interface.


WHAT DO THE REFRESH OPTIONS MEAN?

There are 11 options - Buyout, Standard Dell PC, Standard Dell LT, Standard Mac Desktop, Standard Mac LT, Standard Lenovo Desktop, Standard Lenovo LT, Special Order, Do Not Refresh, Extend Lease and Remove. A buyout is payment for the remaining useful life of your PC from the original Dell lease. The Standard configurations are those defined in the Hardware Standards page. Special order is anything above or different than the standard. If you click Special order, a Quote Number field will pop up that will require an Equote number. Do not refresh indicates this machine should not be refreshed and needs to remain in place. Extend Lease will extend the 36 month lease to month to month until the department is ready to refresh the machine or the full cost of the machine is paid. Remove means that the PC/LT will be picked up at the time of refresh and returned to Dell and a new machine will not be ordered unless otherwise notified.


WHAT ARE THE STANDARDS?

Hardware standards are reviewed and approved by a standards committee quarterly. The approved hardware standards are published to the campus as recommended hardware standards.


WHAT ARE THE COSTS?

Support costs are $24.00/month for PCs/Laptops and $16.00/month for Thin clients.  Hardware costs for leased machines are based on the total cost and the lease rate factor at the time. For example, currently the standard PC total cost is $655.76. The estimated 36 month lease cost for this PC would be $18/month.


HOW DO I ORDER A NEW PC?

It is hightly recommended that you go through Information Services to order a new PC. It will be on the refresh program and also save you upfront money. But if you need to order outside of IS, you can go online to order a PC through the Dell Punchout Page in Peoplesoft. The list of standards for the university are included in the punchout. A standard model should be ordered unless approval is given.


DOES INFORMATION SERVICES OFFER PERSONAL BUYOUTS?

A buyout is payment for the remaining useful life of your PC from the original Dell lease. At this time, we do not offer personal buyouts.


HOW DO I PLACE AN ORDER FOR ITEMS OTHER THAN A PC?

You can contact Information Services, the Service Desk, or you can even contact Dell directly and place the order through the Dell Punchout Page in Peoplesoft.

HOW DO I GET A QUOTE?

You can create an e-quote throught the Dell Punchout Page in Peoplesoft, contact Information Services or call the Service Desk at x25200.


CAN I REMOVE A PC FROM MY DEPARTMENT AT ANY TIME?

Yes. When a PC was up for refresh you can opt to remove the PC and send it back to Dell. If your PC is still in the lease program, you will be charged the remaining service fees so that the PC can be returned to Dell. If you have already bought out your PC, you can remove it by calling the surplus warehouse for pick-up.


WHO DO I CALL FOR PRINTER REPAIR?

You can continue to call the help desk (x25200) if you are having problems with your printer. At that time, a tech will come and assess the problem and explain options. If the printer is not under warranty and a vendor must be called for the repair, the department will be responsible for any costs associated with the repair including required parts.


DO I CONTINUE TO CALL THE Service Desk AT X25200?

Yes. Please continue to call the Service Desk, or email the Service Desk at ishelp@utmb.edu.


WHO WILL BE RESPONSIBLE FOR INVENTORY?

Every department has a Departmental Property Officer (DPO) responsible for UTMB equipment. That person will now be responsible for equipment purchased by the department including PCs that have been purchased from the Dell lease program.



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