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SUPPORT SERVICES
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The ITS Support Center provides limited “free” help desk phone support (x7225) to ResNet users. We realize that not all problems can be resolved over the phone and may require additional hands-on repair. The ITS Support Center will begin offering fee-based technical support for the specific ResNet service listed below. Support Center staff will not visit housing rooms to service microcomputer equipment, or provide hardware repair of non-university owned equipment.
ResNet students not wanting to install and configure their own network cards, or install anti-virus software (a campus requirement to hooking up to ResNet), may set an appointment and bring their computer (or notebook with its AC adapter) to the Support Center, located in South Campus B 128 (monitor, keyboard, mouse, other cables are not necessary).
The Support Center will perform a basic diagnostic review of the computer and provide a recommendation for the student. Recommendations may be one of three things: 1) we will provide information for self-service to treat/repair the problems discovered, 2) will perform an operating system rebuild (which can be done by the student for free, or by ITS for a fee).
Diagnostic Service fees will be rolled into the cost of the other service options, should the student opt to have their system further serviced.
Visit the ITS Support Center web site for hours of operation.
Guidelines
Diagnostic and/or Anti-Virus Installation Service ($30 per incident, non-refundable)
• Evaluate the condition of the computer’s operating system
• Detect the presence of adware/spyware or viruses
• Install a free anti-virus application, as necessary
• Determine the feasibility of safely removing viruses and adware/spyware versus a computer operating system rebuild.*
• Users may opt to perform self cleaning or rebuild their own system.* Please note: in most cases, infections are numerous and very time consuming to eradicate. ITS will NOT scan and remove infections. Our recommendation for systems that are grossly infected is to rebuild the system. It's the surest way to safeguard data and decrease potential personal identity theft.
Operating System Rebuild (reformatting) Service ($150 per incident, includes diagnostic fee)
• Operating System repair (reformatting and re-installation of Operating System)
• Requires System Restore CD & Proof of Authenticity Certificate w/Product Key
and the original Operating System CD
• Data and/or critical files are the responsibility of the computer owner. ITS recommends that users save their files to a specific folder, in which they can then be saved to some other medium and scanned for infection.
(the primary service will be to format the computer, which will erase all files from the system - students are responsible for their own data files)
• ITS will not backup any files, or restore them
• Excludes installation of any additional software applications
• Service includes the installation of free anti-virus software & the configuration of network drivers, and critical system security patches required for network access.
The ITS Support Center will NOT perform the following services or repairs:
• No service will be performed at your residence
• No computer hardware repair
• No application software installations/reinstallations or troubleshooting of problems
• No monitor, keyboard, mouse, or printer repairs
• No backup or restoration of data or files will be done by ITS
(user responsibility prior to ITS repair)
Service Agreement
- The services listed above are provided on a first-come, first-served basis. Appointments are preferred and walk-ins will be scheduled after those that had set appointments previously.
- The ITS Support Center cannot and will not predict how long it will take to set up or repair your computer. We will not guarantee it to be ready within any time period, as ResNet service is not our primary mission of support.
- When your computer is ready, the Support Center will call you to come and pick it up. In the meantime, please do not contact the Support Center staff to ask when your computer will be ready, as there will be different staff working on different systems and they won't be able to tell you. If you do not wish to wait, you may retrieve your computer at any time (after paying the non-refundable diagnostic service fee).
- Before the computer or notebook is released to it’s owner, the owner must pay their applicable fee at the Cashier’s Office and bring the receipt to the Support Center. You will be notified when your computer is ready to be picked up (make sure your voice mail works!).
- You understand that in the process of working on your computer equipment, there is a potential for data loss. Please make sure you take steps towards backing up your data before bringing your computer to the Support Center. The Support Center will not backup any data or programs, nor restore them.
- Operating System re-installations will require the original CD that came with your computer, along with the Certificate of Authenticity that provides a legal Product Key. Illegal software found on the computer will be reported to proper authorities.
- You authorize the Support Center to format your computer system and install the original operating system for your computer, to remove outdated anti-virus software and install a free copy of an anti-virus software program in its place.
- There are no implied warranties of service. The University and ITS Support Center will do their best to ensure the safety of user equipment, but can not be held responsible for any lost/damaged items (this includes data, software and hardware). By signing the Technical Service Agreement, you agree to release SVSU and its staff from all liability for any and all damages that may occur while working on your computer equipment.
- You understand that you do have the option to follow other tips/guidelines posted on the Support Center web-site, obtain training from the Student Technology Center, or that you may seek service via local computer store repair centers or friends/relatives.