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Access to functioning laptops is always important, but campus closure has made it even more critical that our laptops are always operational. The good news is we already have a system in place to provide assistance, upon which we can build. When there’s a problem, you already know you can reach out to IT via email to helpdesk@vcs.net using your phone or iPad. Or if you have a critical need, you call the urgent needs hotline at 408-513-2555. 

But what happens if your laptop fails completely? While it’s rare, it does happen and so we’ve developed a new process for quickly and safely getting you a replacement laptop while adhering to social distancing mandates.

Building upon our existing support processes, we have created our new Touchless Hardware Replacement Process, which is designed to replace your failed laptop as quickly as possible. 

How does it work? 

Faculty and staff who have experienced a critical laptop hardware failure immediately report the failure to IT. They can do this either through helpdesk or by calling the urgent needs hotline.  

Then, IT will gather pertinent information that will assist us in quickly getting you a replacement laptop. And, we’ll need to know your cell phone number, to facilitate rapid communication with you.

Should the failure occur during the school day, teachers should rely on their iPad or even a home computer to conduct classes, while the laptop is being replaced.

In the meantime, IT staff will go onsite to the ITC at the Skyway campus to prepare a replacement.

• This includes setting up necessary software and starting your data restoration process from your latest backup. 
• To expedite the process, we may choose to only restore your most recent files or a limited number of folders. We prefer to restore all of your data, so depending on timing, we may start the entire data restoration process and let it run.
• In preparation for pickup, the replacement PC will be wiped down with antibacterial/antiviral wipes and placed in a designated spot in the ITC awaiting pick up.
• IT staff will then communicate to both the requestor and to the security staff who will pick up the laptop from the ITC and have it ready for you. 
• IT will pass along to security, the requester’s name and cell phone number.
• Requestor will contact security by calling or texting the security cell phone at 408-639-6865, and coordinate a time for pickup.  
• If they so choose, the requestor can send someone else to pick up the computer in their place, perhaps a family member or close friend. They just need to let security know who will be picking up.

Picking up the replacement laptop

• Once onsite, the requester, or their family member, will proceed up Skyway drive, and turn left into the second driveway, then make an immediate left into the visitor lot. This puts the passenger window facing the campus entrance.
• When the requestor arrives on campus, they’ll let security know they’ve arrived. In the meantime, security staff will pick up the laptop and make their way to the loading zone.
• The teacher (or her designee) will proceed towards the loading zone with their passenger window rolled down as they pull up to the curb.
• At this point, security staff will drop off the computer onto the passenger seat of the requestor’s car, at which time the requester will drive away.

Next steps:

Once home, if the requestor finds that there are additional software needs that are required, all they need to do is send in a helpdesk request, and IT staff can perform remote installations as needed.

Our mission is simple. We can either proactively control the situation, or let the situation control us, and we much prefer to manage the situation to your benefit. 

Not including drive time, the entire process should take no more than 2 hours, but keep in mind, this is a goal not a guarantee. But we’ll do everything we can to get you a replacement as quickly as possible. 

If you have any questions about this process or anything else, please don’t hesitate to reach out.