Repair & Desktop Support
Please note that Virus Rescue is now handled by the Help Desk. Call 264-HELP for more information.
Virus Rescue
Bring your desktop to the Help Desk Walk-in counter anytime between 8:00am and 4:00pm, Monday thru Friday, and RaDS guarantees it to be ready for pick-up, virus free, within 2 business days. If it is not ready within 2 business days, RaDS will only charge $40 for the service. The only exception to our guarantee is when the solution for removing the virus is to wipe out everything on the hard drive and start over by reinstalling the operating system and all applications.
Services included
Service includes removal of viruses detected by the most recent edition of Symantec Norton AntiVirus.
If the antivirus program cannot clean a virus that is detected in operating system files, we will make every attempt to fix the file or overwrite it with a known good replacement. Any other non-repairable infected file will be deleted.
Operating systems covered
| Microsoft: Symantec AntiVirus Corporate Edition(SAVCE) |
Apple: Norton AntiVirus for Mac |
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Server versions are not included |
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Rates
Fixed price: $80.00
As part of this fixed-price service for students, faculty and staff, DoIT will install Symantec Norton AntiVirus at no charge.
Downloads for the latest release of Symantec Norton AntiVirus at:
http://doit.wisc.edu/software/security/download.asp
Guaranteed Response
The customer needs to bring his or her computer to the Help Desk Walk-In counter by 4:00 PM, Monday thru Friday. If your computer is not ready within two business days, DoIT will only charge $40 for the Virus Rescue service. This guarantee is void if the virus can only be deleted by erasing the computer's hard drive and reinstalling the operating system and all applications.
If faster service is needed it is available at the emergency service rate of $128/hour.
Services excluded
If deletion and/or repair of files render the computer non-functional because of software problems, the only remaining solution might be to erase the hard drive (reformat) and reinstall the operating system and all applications. All data will be lost. This process is not covered by the fixed-price Virus Rescue service. If you agree to this procedure, you will receive a credit of the $80.00 Virus Rescue fee and be charged standard rates from the time the technician began work on the system.
Because of established relationships with Apple and Dell, DoIT can restore those computers. We may not be able to complete full software driver restoration on other brands unless you can provide the original CDs that came with the system. (in particular but not limited to Compaq, Packard Bell, Toshiba)
If you decide not to proceed with the erase/re-install procedure, you will be charged the $80.00 fixed price for the initial scanning and analysis of the system and initial attempts to repair files. The time to exhaust alternatives to arrive at the last resort is often significant.
In the worst case of erasing the hard drive and re-installing the operating system and applications, DoIT recommends not attempting to save email messages, documents, spreadsheets, or other files. You will be billed at regular rates for this service.
If you want to restore some critical files, ask the DoIT technicians to transfer certain data from your drive to a DoIT storage device where is it will be thoroughly scanned. If the files are not infected or can be cleaned, they could be restored to your system during the re-install phase of the erase/reinstall procedure.
Warranty
If you find a virus on the computer upon relocating it at home or office, return the system to DoIT within two business days, and DoIT will make a second attempt to correct the problem, at no charge.
Notes
Virus Rescue is an in-shop service only. On-site service for virus problems will be billed at regular rates.
The fixed price applies whether or not attempts to clean the virus are successful and whether or not the system actually has a virus.
If you have purchased a WiscCare Warranty Enhancement to your Apple AppleCare or Dell three-year manufacturer warranty, you receive preferred service and special pricing. DoIT will immediately scan and remove simple viruses. For a fixed co-payment charge of $90.00, DoIT virus experts will erase drives in catastrophic instances and reinstall the operating system if this work does not exceed three hours.