For Review Guidelines for Servicing Computers Within Warranty jpj’18

Guidelines on the Use, Repair and Maintenance of DCP Equipment that are
Within the Warranty Period

1.0 Overview

The Department of Education recognizes the importance of sustaining the use of computers in CLCs, schools,
division and regional offices by ensuring the proper use, the right procedure in maintaining and repairing within
warranty units are properly followed and observed.

2.0 Purpose

This document has three purposes:

a. establish a step-by-step procedure in reporting defective DCP equipment that are within the
warranty period;
b. establish and ensure responsibility and accountability of a recipient school, supplier, division,
regional and national offices; and
c. establish a monitoring system that keeps track of DCP-related concerns, issues, gaps and problems
(CIGPs).

3.0 Scope

This guideline covers all equipment provided under the DepEd Computerization Program (DCP).

4.0 Guidelines

4.1 Responsibility and Accountability of a Recipient School

1. DepEd Computerization Program equipment shall be used for Teaching and Learning.
2. The equipment may be used for Governance only if no other resources is available and it is not used
or scheduled to be used for teaching and learning.
3. It shall be stored/installed in the designated ICT laboratory complete with all the required counterpart
requirements.
4. No equipment shall be brought outside of the school.
5. No equipment shall be transferred or re-installed to another room without the approval of ICTS-TID
and Supplier except for packages designed to be for mobile use.
6. No equipment shall be opened, settings altered if it is still covered by the warranty period.
7. The school through its ICT Coordinator shall create the following documents which will be submitted
and/or ready for verification of the Division, Regional ITO during DCP monitoring or DFTAT and RFTAT:
a. Preventive Maintenance Schedule
b. Utilization Schedule
c. Utilization Logbook
d. DCP Inventory
e. DCP CIGPs Logbook
8. Maintenance of the DCP packages must be done in accordance with the set schedule. Schools are
advised to adapt the TESDA Preventive Maintenance procedure.
For Review Guidelines for Servicing Computers Within Warranty jpj’18

9. In cases of loss (either through theft, natural disaster etc.), the school must observe the process
indicated in the DCP Orientation Handbook UNDP Edition, Section D.4 “Relief from Accountability in
case of loss of any item included in the DCP package”.

4.2 Service Reporting Procedure

1. Before contacting the Supplier, the School ICT Coordinator must:

a. Conduct a diagnostic procedure without opening the equipment or altering its settings
b. If the problem is resolved, log the incident in the DCP CIGPs Logbook otherwise, proceed to
next step
c. Prepare the following information:
i. Name of the School
ii. School ID
iii. Name and Designation of the person who reported the problem
iv. Contact Nos. (school and concerned person)
v. Type of Machine/Brand/Model
vi. Serial # of the Equipment
vii. Supplier Name/Contact No. on Record
viii. Problems Encountered
ix. Diagnostic Procedure Conducted
2. The School Head or the School ICT Coordinator contacts the Supplier’s Customer Service Hotline found
in the stickers attached to every equipment
3. If a contact is established, the Supplier’s Customer Care will log a ticket and will try to resolve the
problem via remote assistance.
4. If problem is resolved, school shall record the incident in the DCP CIGPs Logbook.
5. If Supplier’s Customer Care cannot be reached after two (2) attempts within the same day, the school
shall escalate the concern to the Division Information Technology Officer.
6. The DITO will contact the Supplier’s After Sales In-Charge.
7. If problem is resolved, DITO will inform the school and school shall update the DCP CIGPs Logbook.
8. If there is no response from the Supplier, the DITO will escalate the concern to the RITO.
9. The RITO will send an email addressed to the Supplier and ICTS.
10. If problem is resolved, RITO will inform DITO and school of the update then school shall update the
DCP CIGPs Logbook.
11. Otherwise, RITO will notify ICTS, Asset Management Division and Procurement Service of the
Supplier’s failure to comply with the contract provision.
12. In cases where problem cannot be resolved through remote assistance, Supplier shall send a
Technician to fix the equipment on-site within three (3) days.
13. If the problem is resolved, the Service Ticket will be set closed with confirmation from the School Head
or representative.
14. If the problem is not resolved, On-site Technician shall fill up the Service Ticket with the proper
recommendation.
15. If an equipment pull-out is necessary, On-site Technician shall indicate such in the Service Ticket.
16. No equipment pull-out shall be done unless an authorization letter from the Supplier with
confirmation from the School Head and a replacement unit of the same specifications are provided.
17. Equipment pull-out and replacement shall be done within seven (7) days from the receipt of the report.
18. All incidents/transactions must be recorded in the DCP CIGPs Logbook.

4.3 Process Flow

For Review Guidelines for Servicing Computers Within Warranty jpj’18
For Review Guidelines for Servicing Computers Within Warranty jpj’18

4.4 School ICT Coordinator Forms

4.4.1 Preventive Maintenance Plan

4.4.2 Utilization Logbook

Date Name of the Purpose Equipment Remarks Signature

Teacher Borrowed
For Review Guidelines for Servicing Computers Within Warranty jpj’18

4.4.3 Utilization Schedule

4.4.4 DCP Inventory/Masterlist of Schools – DCP List

4.4.5 DCP CIGPs Logbook

Date Reported Concern, Issue, Logged by Action Taken Status of CIGP

Gap, Problem (Resolved or
Pending)
For Review Guidelines for Servicing Computers Within Warranty jpj’18

4.5 Contingencies

Should there be cases not explicitly covered by this guideline, the Head of Office will decide on the
appropriate course of action provided proper caution and adherence to existing laws, rules and
regulations are observed.