Service Warranties and Policies
Repair policy
30-day repair warranty
Contract and project support
Following is the agreement form customers must sign when checking in machines for repair:
"DoIT is not responsible for bad memory, failure of hard drives, power supplies, motherboards, or any other hardware failures that may occur under normal use while machines are in our possession. DoIT will do its best to identify the failed hardware and notify you of your options, but cannot be held responsible for repairing or replacing the failed items. We are also not responsible for any data loss, although we will attempt to minimize the chance that data loss will occur.
If I have not supplied an administrator password for this machine, I give permission for DoIT employees to reset this password as necessary.
Policy on equipment abandonment for computer components and peripherals, data storage devices, or other media given to DoIT for service:
Using the contact information (Contact Information) provided by the customer, the Division of Information Technology will notify the repair-service customer (Customer) when questions arise during a repair or when the repair is completed. This Customer is either the contact for personally-owned equipment or the departmental contact for University-owned equipment.
While DoIT will make repeated attempts to contact the Customer using Contact Information, if these attempts are unsuccessful, DoIT may exercise our right to designate equipment as "abandoned" and dispose of or dismantle the equipment as we see fit.
DoIT will follow the following process for Customer contact:
If, during the course of a repair (average 3-5 days), and upon completion of the repair, the Customer cannot be reached using the Contact Information, DoIT will mark the equipment status as "Waiting for Customer Callback" for a period of four (4) weeks. A DoIT employee will attempt to contact the Customer approximately once a week.
After four weeks, if Customer contact has not been successful, DoIT will mark the equipment status as "Abandoned." DoIT will claim ownership of the equipment if after the six (6) month period the Customer cannot be contacted. DoIT will have the right to use the equipment for spare parts or donate it to Surplus With a Purpose (SWAP).
While DoIT takes steps to protect equipment left in our care from loss or damage, the Customer agrees not to hold DoIT liable for the loss of the equipment, its components or in its entirety.
- I understand there is a minimum two hour charge for Data Recovery services.
- I understand that I am paying for the recovery *attempt* and not for the success or failure of the recovery itself.
- I understand that the methods that Repair and Departmental Support uses to recover data may further damage a failing hard drive.
There is a minimum two hour labor charge ($140) for Data Recovery services. This charge is for the recovery *attempt*, and is not predicated on the success or failure of the recovery itself. The methods Repair and Departmental Support uses to conduct data recovery may further damage an already failing hard drive. I acknowledge that if I'm having my hard drive replaced under warranty, the old defective drive will be sent back to the manufacturer at which point it cannot be retrieved. Therefore, I agree that if I'm interested in data being recovered off the drive by DoIT Repair and Departmental Support or through any other organization, I will let DoIT know at the outset of the repair, or ask them to hold the drive for up to three business days upon receipt of the replacement drive. In the event that an issue believed to be covered under warranty is determined to be exempt from coverage, I understand time and materials charges may apply for the repair."
30-day repair warranty
Repair and Departmental Support takes great pride in the services we offer to campus. To ensure that our work can meet the needs of campus we offer a 30-day service center warranty on all repairs that we complete. If at any time within 30 days of service your machines exhibits recurring or new issues, we encourage you to bring it to us for reevaluation. In the event that the issues are related to the previous service, we will cover the cost of labor and any part(s) we previously replaced. If parts are required that are not directly related to the previous repair, we will provide an estimate for the repair.
Contract and project support
We strive to provide outstanding support for all of our contracts and projects. We want to ensure that your IT goals and expectations are met within a timeframe and budget that suits your needs. If you have any questions about any past or current support provided to you, please do not hesitate to contact us.
