The Dell machine(s) includes an international, five year factory warranty and five year accident care.
The Apple machine(s) include a one year international and four year local, Digicape warranty.
Not having a fully functional machine impacts severely on a boy’s ability to participate properly in class and jeopardises his education. This puts a real premium on servicing faulty machines.
The school hosts an outsourced Help Desk, funded by parents, via Bytes Technology, to support boys and staff.
The Help Desk assists with Windows software and Windows setup for all machines. The only hardware that is supported is the DELL recommended machine.
The reason for outsourcing the Help Desk is that Bishops is then able to have the full weight of an industry respected support organisation prioritising any problems that we might have. In addition, it protects the Bishops/parent relationship as we are always fighting for the same cause: non-negotiable, first class support.
The Help Desk is available to the boys at break times and after school. During holidays help desk hours are advertised on the Bishops website. We encourage boys to help each other and to use the self-help features of our online support desk. It remains each boy’s responsibility to install the service patches and look after the machine responsibly.
Laptop service and support process at Bishops
All boys are charged a once-off support levy, billed in their Grade 8 year. This levy covers:
- initial configuration of machines
- full software support on software required by the school for their school career
- access to loan units, available as back-up machines for boys whose machines are in for repair, for a maximum of three business days
- maintenance of images of machines so that turnaround time is efficient
- pushing out software updates and maintaining on-line support
- anti-virus support
- network connectivity
- printing connectivity
- managed Internet access
Every machine has to be configured via the outsourced Help Desk. The machine is given to boys and staff with their particular software, network and Internet access and printing preferences pre-installed. It is important that we comply with software license regulations and that we ensure that every machine is adequately firewalled, configured for automatic software updates and is protected from viruses. Failing to do the above would jeopardise both the individual and other technology users and could compromise the academic programme and school.
Should you choose to purchase an Apple Mac for your son, please be aware that this does not exclude you from the once-off support charge or the Annual Software License fee.
The Help Desk has a number of loan units available which are pre-configured with the school software.
All boys are allocated network space where they are trained and encouraged to save their work. Therefore, boys are usually able to collect a loan machine and continue working immediately.
Drives are also partitioned and data is saved on a separate partition. Should a boy’s software be corrupted, his data remains intact. Where possible, his drive will be quickly installed into a loan computer to minimize disruption.
Please note that this is NOT possible with the Apple machines.
Loan units are issued to boys when they need to leave their machine at the Help Desk for repair. Broken Apple machines are not left at the help desk. The loan unit policy is dependent upon the type of machine that has been purchased.
Loan units for DELL recommended machines
Loan units are issued free of charge for the few days in which it takes to repair the machine. This time frame is made possible by Dell’s next business day resolution warranty.
Loan units for existing non-recommended machines bought into the school pre-2016
Loan units are issued at no charge for a period not exceeding three business days and thereafter you will be billed for the use of the loan unit at R250 per day. Admin charges may also be incurred should there be any delays in returning the loan unit.
Loan units for Digicape Apple machines
If the machine was bought at Digicape, in Cape Town, and is still under warranty, then it is your responsibility to contact Digicape immediately by emailing them at email@example.com. A Bishops loan unit can be issued at no charge for a period not exceeding three business days. Thereafter you will be billed for the use of the loan unit at R250 per day.
Digicape will either repair the machine within that time frame or give your son one of their Windows-loaded loan unit, preconfigured with the school software, to use. The Bishops loan unit must then be returned to the Help Desk to avoid being charged the R250 rental fee.
Loan units for existing non-Digicape Apple machines bought into the school pre-2016
Loan units are issued from the Help Desk at no charge for a period not exceeding three business days. Thereafter you will be billed for the use of the loan unit at R250 per day. Admin charges may also be incurred should there be any delays in returning the loan unit.
It is your responsibility to take your machine to your supplier for repair. We have an arrangement with Digicape in that they are also able to offer a rental service so that if you choose to take your machine to Digicape for repair, they can issue your son with a pre-configured windows-based loan unit.
Help with Apple Machines purchased through Digicape
Should a boy experience technical difficulties with his Apple computer he is able to bring his computer to the Help Desk. They will assist with software difficulties and will issue a loan unit at no cost for up to three business days. Should there be a hardware fault it is your son's responsibility to notify Digicape - and his parent/guardian. We have created an email address firstname.lastname@example.org which automatically forwards to Digicape support. Kindly include all contact details and serial number of the machine in that email. Please note that the onus is on the parent to deliver the faulty machine to Digicape. In special circumstances Digicape can arrange collection and delivery directly with the parent. The Help Desk is unable to facilitate this on the parent's behalf due to the administrative overheads involved.
Should the faulty machine not be fixed within the three business day loan period, Digicape will provide their own pre-configured windows loan unit until your son's machine is repaired. Your son must then return the school’s loan laptop to the HelpDesk to avoid the rental charges (R250 per day for every day exceedling three business days).
Help with existing Apple machines purchased overseas before 2016
International Apple Care warranties bought overseas are not upheld in South Africa. This means a premium on servicing Apple machines if not accompanied by legitimate paper work.