UMMS Help Desk Support

The UMass Medical School Customer Service Help Desk is available Monday through Friday, 7:00 am - 6:00 pm.  Please bring your questions regarding the Student Laptop Program to the UMMS Help Desk.

Contact Info

You may also visit us in person at S1-311.

24/7 Help Desk Support

Technical assistance for Bb Learn is available 24 hours a day, 7 days a week. Self Help and Contact information for assistance with troubleshooting can be found at

Insurance Program for Years 2010, 2011, and 2012

Windows Platform

CompleteCare Standard 4-year Warrantee and Accidental Damage (hardware failure plus accidental damage) includes:

  • Liquid spilled on or in unit (Repaired or unit replaced)
  • Drops, falls, and other collisions (Repaired or unit replaced)
  • Electrical surge (Repaired or unit replaced)
  • Damaged or broken LCD (Repaired)
  • Accidental breakage (multiple pieces) (Repaired or unit replaced)

Some examples of damage that would NOT be covered are:

  • Damaged in a fire
  • Intentional damage (hammer marks)
  • Stolen unit
  • Normal wear (does not affect system performance)
  • Consumables (batteries, bulbs)

Apple Platform (MacBook)

(Apple Care) Standard 4-year Warrantee (i.e hardware) (Safeware) Insurance Coverage, Includes:

  • Accidental Damage
  • Power Surge
  • Vandalism
  • Fire
  • Natural Disasters

Theft (Apple & Windows Platforms)

Theft (Is Not) covered on either platforms by Warrantee or Insurance. However, your device includes theft-recovery package Computrace (an industry standard theft recovery package which is a LoJack system that attempts to track and recover stolen laptops).  Computrace is not theft insurance:  If a laptop is stolen it is the student’s responsibility to replace.