User Support Policies on Helpdesk Tickets

• Backup of files and/or data is the student's responsibility. The desk attendant can assist users with backing up data if time constraints allow. Please read best data practices for information on data backup. Students, faculty, and staff have network space available for data backup.
• Hardware repairs can take from 3 days (non-peak times) to 14 days (peak times) while the manufacturer identifies whether the damage falls under warranty repair. Non-warranty repairs include, but are not limited to, cracked screens, liquid spills, cracked cases, and damaged power pins. Loaners may be issued once a repair is determined to be warranty repair or the customer agrees to pay for any user damages. Manufacturers will not do partial repairs (e.g., repair a faulty power pin if the screen is cracked). Please review the complete loaner policy before requesting a loaner.
• You will be notified when your hardware repair is complete and you can track the status of your computer.
• Students are covered by the manufacturer's warranty for product failures under normal use for the duration of that warranty, usually 4 years. Repairs not covered under the manufacturer's warranty are not covered by the university warranty (repairs due to accidents, exposure to harsh weather, or other repairs not caused by hardware defects or normal wear and tear).
• Computing and Network Servicestakes no responsibility for any equipment left with us for more than one year after customer notification of repair completion or return of non-repaired, user damaged computer by manufacturer.
• Please review what is needed from you to open a helpdesk ticket before bringing your computer to the CNS Helpdesk.