Republic of the Philippines Department of Education ie eae Region V 2) SCHOOLS DIVISION OFFICE er & DIVISION OF SORSOGON Sone ey Sorsogon March 4, 2016 DIVISION MEMORANDUM No._5O s. 2016 DEPED COMPUTERIZATION PROGRAM (DCP) THREE-YEAR WARRANTY SERVICE PROVIDERS To: Assistant Schools Division Superintendent CID and SGOD Chiefs Education Program Supervisors Senior Program Specialists/ Education Program Specialists Public Schools District Supervisors Elementary and Secondary School Heads School ICT Coordinators All Others Concerned 1 This is to inform all elementary and secondary schools who are recipients of the DepEd Computerization Program Package with non-working computer units that are under warranty to communicate with the Identified Supplier on parts and service for all non- consumable items under the DCP Project. 2. The List of Identified service providers with contact detail is contained in Enclosure No. 1 and Enclosure No. 2 which provide information on the extent of warranty coverage, how to avail of warranty service, how to properly care for the equipment to avoid breakdown and the cases of void warranty in reference to DCP Orientation Handbook as of June 18, 2014, 3. For more inquiries, please contact the DepED SDO Sorsogon Province OSDS - Information and Communication Technology Unit at telephone no: (056) 421-5970, or through e-mail address: john.perez002@deped.gov.ph / john.hidea@deped.gov.ph 4 For information and immediate dissemination. 7 i J i el LOIDA (NIDEA, Ed. D., CESO. {Schools Division SuperintenderEnclosure No. 1 to the Division Memorandum No. $0_ s. 2016 LIST OF DCP BATCHES WITH RESPECTIVE SUPPLIER DCP BATCH [ LEVEL | SUPPLIER BATCH 13, Secondary | __ Advance Solutions, Inc. (ASI) BATCH 14 Elementar Columbia Technologies, Inc. (CTI) BATCH 16 Elementan Advance Solutions, Inc. (AST) BATCH 17/18 Secondary Columbia Technologies, Inc. (CTI) BATCH 19/23a Elementar Columbia Technologies, Inc. (CTI) BATCH 24 Elementary RedDot Imaging Philippines Inc. BATCH 25 Secondary Advance Solutions, Inc. (ASI) BATCH 26 Elementary Advance Solutions, Inc. (ASI) BATCH 27 Secondary Advance Solutions, Inc. (ASI) BATCH 28 Elementary Advance Solutions, Inc. (ASI) Customer Service Hotlines of DCP Suppliers Advance Solutions, Inc. (AST) Globe: 0917-890-7647 Mobile Number/s Sun: — 0923-745-2509 Smart: 0999-819-1834 Landline/s (02) 524-7531 / 524-7577 Fax/s 526-4116 / 524-7596 Email Address ‘customercare@advancesolutions.net techsupport@advancesolutions.net Columbia Technologies, Inc. Globe: 0917-830-6928 Mobile Number Sun: — 0922-854-0391 Smart: _0939-917-0587 Landlines (632) 5240393 local 303 Official E-Mail Address: helpdesk@cti-phil.com jtumbokon@cti-phil.com joseph.tumbokon@gmail.com YM Account: ‘ctideped@yahoo.com.ph RedDot Imaging Philippines Inc. Globe: 0977-489-5911 Mobile Number/s Sun: 0932-789-9656 Smart: _0928-398-0298 Landline/s (02) 734-7703 Fax/s (02) 523-8214 Email Address ustomercare.ré ilEnclosure No. 2 to the Division Memorandum No. 5, 2016 Service Reporting Procedures In case equipment problems or breakdown is experienced, the following procedures must be followed to ensure fast and efficient service: 1. Before contacting the Supplier: To report a concern, the school representative must make sure to be ready with the following information: Advance Solutions, Inc. (ASI) School Nami School ID N [Telephone : FORMAT FOR [Mobile Phone Number/s + | Mobile Phone Number/s_;___| REPORTING Name of the Person reported the problem: [Name of Contact Person in Schools: Type of Machine, Brand or Model: [Serial Number/s: [Problems Encountered/s: Columbia Technologies, Inc. DepEd assigned School 1D: Contact Person (ICT Coordinator): Complete School Name: cia Complete School Address: E-mail Address (of contact person): FORMAT FOR | Contact Number: (Landline and/or mobile REPORTING numb) gg | et). - jachine Unit Model: Serial Number (for Acer machines [22] | Alphanumeric characters) Date Release(Please see CTI green sticker) WC Number: (Please see CTI green sticker) State Problem and isolation done RedDot Imaging Philippines Inc. School_Nam ‘School ID Ni a Complete Address: 7 | Telephone : ami FORMAT FOR [ Mobile Phone Number/s a REPORTING Name of the Person reported the problem Name of Contact Person in Schools: Type of Machine, Brand or Model: Serial Number/s: Problems Encountered/s: 2. The school representative contacts the Supplier's Care via landline/mobile/email through the details posted in the Contact Sticker found in every equipment.3. If the information is complete, an “Authorized Technician” will call to isolate the concern and perform Telephone Support within one hour from confirmed receipt of details. 4. If the information is incomplete, Customer Care will have to call first to complete all information before a Technician can call to assist. 5. During Telephone Support: 5.1 If the problem is resolved, Customer Care calls the school to validate completeness of work and closes the call ticket. 5.2 If the problem is unresolved, the Supplier will perform one of the following: * On-site repair service. * Pullout defective unit for repair. + Send replacement item and perform Telephone Support for installation. 6. After step 5.2 is performed and the problem is resolved, the Supplier’s Customer Care calls the school to validate the completeness of work and closes the call ticket. Service Response Time We recognize the importance of keeping equipment up and running at optimum capacity 100% of the time and that is why the Supplier shall provide quality customer service at the fastest possible time. For this project, recipient schools will be serviced under the following response times: Response Type Response Time He Contact from Customer Care within 1 hour from receipt of report Service Support within 72 hours from completed report ft to Customer Care Onsite service (within city) within 24 hours from notification of Supplier zt Onsite service (provincial/remote) within 48 hours from notification of Supplier _ Service Reporting Reminders * All warranty repairs/services are to be conducted by the Supplier only. Do not try to open/repair/modify the item on your own. Any unauthorized tampering or opening of units shall automatically void the warranty. * All reports/concerns are to be forwarded to Supplier only. Service partners who conducted the Installation and Training are not authorized to conduct repair without notice from the Supplier. Any charges and/or damages incurred from outsourcing repair to any party other than the Supplier or its duly assigned partner shall be at the expense of the school and shall void the equipment warranty.* Authority to conduct services/repairs/pullout is on a one-time transaction basis only. Supplier's personnel should notify you of the authorized partner for each onsite visit/repair/pull-out. * No pull-out should be allowed without a service unit. * No repair/pull-out will be conducted without official notification from the Supplier. Do not entertain couriers or technicians if you have not received any notice from the Supplier. * When in doubt, call the Supplier's Customer Service. Cases of Void Warranty Below can be found some common causes encountered by schools why the warranty of their equipment is voided, Most of the time, these cases may be avoided or prevented by simply following the procedure stated in this manual and keeping in mind the various reminders stated above, 1. Water damage 2. Electrical damage caused by an external power source 3. Unauthorized opening of the item 4, Unauthorized repair using a third-party service center 5. Damage caused by installation of unapproved accessories or software 6, Damage caused by unauthorized modification of parts