Computer Repair

Our Services

Service Details

• Diagnosis Service Details

  The Diagnosis service consists of troubleshooting on a device to determine a root cause for an issue.  

  After diagnosis, the ITS Help Desk will contact the device owner for confirmation before proceeding with the recommended repair. 

  If the device owner does not want to proceed with the repair, or if the ITS Help Desk does not provide a service that will repair the device, the user can pick up the device from the ITS Help Desk.  

  Occasionally, in the process of diagnosing and troubleshooting a device, the problem may be resolved.  In these instances, the device owner may not be informed prior to the device being repaired.  

• Data Services Details

  Data Services include the following:

  • Backup and transfer of data
    
    The ITS Help Desk will create a copy of the user's data, store it on our secure server, and transfer it to the destination of choice (e.g. external hard drive or a new computer).  
    
    
  • Limited data recovery
    
    The ITS Help Desk will provide a a best-effort attempt to recover deleted data, or unreadable data from a crashed drive.  Please note that there is no guarantee data recovery will be successful.  Any data recovered will be stored on our secure server.  

  For all data services, the ITS Help Desk creates a copy of the user's data on a secure server.  Data on this server is kept for 30 days before being deleted.  

• General Hardware Installation Service Details

  General Hardware Installation services consist of dissembling a device, installing a piece of user-provided hardware, and re-assembling the device.  

  *Please note that hardware must be provided by the customer - the ITS Help Desk does not sell or provide any computer hardware for purchase.  

  **Please note that the ITS Help Desk does not install modular, adhesive batteries for safety reasons.  

• Hard Drive Installation Service Details

  Hard Drive Installation services consist of removal and replacement of the primary internal drive of a user's computer.  Hard Drives (HDD), Solid State Drives (SSD), and M.2 drives are supported. 

  Hard Drive Installation services also have two additional add-on services:

  • Operating System Reinstallation
    
    The ITS Help Desk will reinstall your Windows or Mac operating system after replacing your Hard Drive.
    
    
  • Data Transfer
    
    The ITS Help Desk will make a copy of your data on our secure server, and transfer that data to a location of your choosing.  If you also receive an Operating System Reinstallation, we will move the data back onto your computer.

  *Please note that hardware must be provided by the customer - the ITS Help Desk does not sell or provide any computer hardware for purchase.  

• Malware Removal Service Details

  Malware Removal services consist of identifying and removing malware, spyware, potentially unwanted programs, and other malicious software.  

  Please note that depending on the severity of the malware infection and the age of the hardware, Malware Removal can be a very long process.  

• Operating System Installation Service Details

  Operating System Installation services consist of the new installation or a reinstallation of an operating system on a boot drive.  There are two versions of this service:

  • Standard OS (Re)Installation
    
    The ITS Help Desk will install or reinstall your Mac OSX or Windows 10 operating system on your personal computer.  This is often to resolve software corruption issues or for setup of a recycled computer
    
    
  • Virtual Machine Setup
    
    The ITS Help Desk will assist you with installation and configuration of VirtualBox, a freely available software that allows users to run the Windows 10 OS on a Mac device.  

  *Please note that ITS does not provide your operating system - users must supply a product key for OS activation

  **Please note that Virtual Machine setups may result in degraded computer performance, and are very time-intensive setups

Terms and Conditions

• Official ITS Help Desk Services Agreement

  In order to receive services from the ITS Help Desk on a personal device, all users must accept the ITS Help Desk Services Agreement. 

  All explanations of terms and conditions below defer to the ITS Help Desk Services Agreement, and are non-legally binding.   

• Customer-Provided Hardware and Software

  Although The ITS Help Desk provides services that require hardware and software, we do not sell any hardware or software.  Customers that would like these services must provide their own hardware and software, and their own cost and own risk. 

  The ITS Help Desk is not responsible for faulty hardware or software provided by the customer. 

  The ITS Help Desk may offer hardware or software recommendations upon the customer's request.  All recommendations are suggestions only, and the ITS Help Desk is not responsible for customer dissatisfaction with recommendations. 

• Data Policies

  Data Storage

  The ITS Help Desk keeps a copy of all data transferred as part of a service on a secure server for 30 days.  After 30 days, this data is permanently deleted from our system.  

  Customer data backups can be purged from the system early upon request.  

  Data Privacy

  All ITS Help Desk employees abide by a strict data privacy policy.  Your data will never be viewed or shared for reasons outside of service necessity.  Your information will never be stored outside the ITS Help Desk's secure service and drives.  

  Illegal Content

  If the ITS Help Desk encounters data on a user's drive that is illegal, it will be reported to university management and Public Safety for review and action.  

• Password Policies

  Local Passwords

  In order to work on your device, the ITS Help Desk may request the local administrator password for your device.  

  If you do not want to share the local admin password, the ITS Help Desk will walk you through creation of a temporary Administrator account that can be used by the Help Desk while your device is checked in. 

  USDOne Passwords

  The ITS Help Desk will never request your USDOne password.  You should never provide this password to anyone.  

  Similarly, the ITS Help Desk will not request system passwords, like an AppleID or Microsoft passwords.  These will need to be entered by the customer.  

• Device Abandonment
  Devices left at the Help Desk for more than 6 months will be considered abandoned, and the ITS Help Desk may recycle, reuse, or dispose of these devices.  All personal information will be wiped from these devices before reuse or disposal.  
• Service Limitations

  Limited Repair

  The ITS Help Desk repair services are a limited in scope to provide the most commonly needed services quickly and efficiently.  As a result, there are some instances where the Help Desk can diagnose an issue, but is unable to repair the issue due to complexity of repair or due to special hardware or software requirements.  Occasionally, a device may be checked in for a service, but later determined to be out of scope.  

  In such instances, the Help Desk will provide the customer with a diagnosis, and a recommendation on how to proceed with the repair elsewhere.  

• Device Warranties

  In order to work on a device, the ITS Help Desk requires that the device does not have an active warranty, or that the customer has waived the warranty. 

  ITS Help Desk services frequently involve tasks that will violate the user's warranty.  It is the responsibility of the user to know whether they have a warranty, and to understand that all warranty responsibility is waived upon device check-in.  

• Device Damage and Acts of God

  When working on a device, there can rarely be circumstances under which the device is damaged in a way beyond the control of the ITS Help Desk agents ("Acts of God"). 

  The ITS Help Desk will do our best to find a working solution in these circumstances, but we are not liable or responsible for damage to the device in these circumstances.  All circumstances will be handled on an individual basis.