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Laptop Repair Policy

This policy is to guide users in the procedure(s) for laptop repair and/or check out a loaner laptop for use at Fitchburg State University (hereafter referred to as “Fitchburg State”).

Scope

This policy applies to anyone utilizing laptop repair services and/or anyone receiving a loaner laptop.

Summary

This policy is based on the principle that these systems are provided or utilized to support University business and its mission of education, research and public service.

By utilizing these resources you assume personal responsibility for their appropriate use and agree to comply with this policy and other applicable University policies.

User Responsibilities

Laptop Repair – Students:

  • The Fitchburg State Help Desk will make a reasonable effort to repair computers that are owned by students who currently attend the university.
  • Students may leave computers for repair at the Help Desk in the Conlon IA building. A valid Fitchburg State OneCard ID must be presented when seeking service.
  • Students will provide administrative passwords in order to allow access to the machine and will provide appropriate contact information.
  • In the case that it is determined that the Fitchburg State Help Desk cannot perform a repair, the student will be informed that the laptop must be issued to an external service provider. The Help Desk may offer guidance to the student, however all costs associated with outside vendor service is the responsibility of the student.
  • Students are responsible for costs associated with external service to a computer or laptop.
  • Illegal Peer-to-Peer software must be removed from the computer before any work is performed. An Fitchburg State technician will remove all Peer-to-Peer software during service.
  • Fitchburg State assumes no responsibility for personal data on a computer that is presented to the Help Desk for repair. Students are responsible for backing up personal files.
  • Fitchburg State will not perform any service that voids a manufacturer’s warranty.
  • The Help Desk reserves the right to not work on any system that is dirty or otherwise hazardous. It is up to the user to provide the Help Desk with a clean system prior to it being repaired.

Laptop/Computer Repair – Staff and Faculty:

  • The Fitchburg State Help Desk will make a reasonable effort to repair computers that are owned by Fitchburg State and provided to employees of the university. The Help Desk cannot take responsibility for repairing an employee’s personal computer or other personal equipment.
  • Tampering with software protections or restrictions placed on laptop is not allowed. In the process of repairing laptops, all University-required applications will be restored.
  • The Help Desk will not take responsibility for restoring personally owned or unlicensed software to any laptop.
  • The Help Desk reserves the right to require a copy of the license for any privately installed software.
  • Employees are responsible, where possible, to backup personal files and directories to their own home drives (J:\).
  • Physically damaging technology resources either purposefully or negligently may result in further supervisory action.
  • Fitchburg State assumes no responsibility for personal data on a computer that is presented to the Help Desk for repair. Employees are responsible for backing up personal files.
  • The Help Desk reserves the right to not work on any system that is dirty or otherwise hazardous. It is up to the user to provide the Help Desk with a clean system prior to it being repaired.
  • Laptop batteries out of warranty are considered consumables and will be repaired or replaced with department funding.

Policy Administration

The University will make every reasonable effort to restore hardware to a workable condition. While respecting users' privacy to the fullest extent possible, the University reserves the right to delete any damaging computer files. The University reserves this right for bona fide purposes, including, but not limited to:

  • Enforcing polices against malware and viruses
  • Protecting against the use of illegal or unlicensed applications
  • Safeguarding the integrity of computers, networks, software and data
  • Preserving information and data
  • Upgrading or maintaining technology resources
  • Protecting the University or its employees and representatives against liability or other potentially adverse consequences

The University may offer a loaner laptop for use during the duration of a laptop repair.

  • Student and employees agree to return the loaner in the same condition as when it was distributed to the user.
  • Loaners must be returned in order for the user to retrieve his/her repaired laptop.
  • Any data or software stored or installed on a loaner laptop will be deleted from the loaner laptop upon its return to the Help Desk.
  • Safeguarding the integrity of the loaner equipment, and the data and software provided with it is the responsibility of the borrower.
  • Students are required to return all Fitchburg State owned computers before the end of the semester. Failure to do so will result in having a “Hold” placed on the student’s Banner or Web4 account.

The University will provide electronic means to track the progress of repair via a website. Students and employees will be give instruction on how to access the site to monitor the status of the repair request.

Every effort will be made to insure the timely handling of equipment left for repair, however, depending on the extent of the damage, or pending the acquisition of repair parts, the University cannot commit to a certain time frame for restoration of hardware.

 

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