»Personal Computer Support Policy & Service Agreement

Chapman University provides limited service on students' personally owned desktop and laptop computers.  This is a fee-based, carry-in repair service for computers that are NOT owned by Chapman University.

This policy defines the guidelines for coordinating and performing computer support on personally owned computers for students.

Orange campus resident students needing assistance with their computers can contact the Call Center at 714-997-6600 or bring their equipment to the student Help Desk in the basement of the Leatherby Libraries. All students who have leased a notebook computer as part of the Student Mobile Computing Initiative (SMCI) may also bring their equipment to the student Help Desk in Leatherby.

Network Connectivity
Chapman University Information Systems & Technology (IS&T) will provide support at no-charge to students who need assistance with connectivity to the Chapman University network and web services. This includes assistance in the following areas:

  • Chapman email
  • Web Advisor
  • Blackboard
  • Chapman Web Services
  • Library information services
  • Dial-up and VPN connectivity to the Chapman network
  • Wireless connectivity on the Orange campus and University College campuses.

IS&T supports connectivity from the Internet to Chapman network and web services. IS&T does not support home connectivity issues relating to connectivity to the Internet, or home network configuration, including configuration of home routers, switches, or firewalls.

Software
Support will be provided for all software approved for use at the university by the Chapman IS&T department. This support is limited to installation, removal, and resolution of problems or issues with the functionality of the software.

Other Services
Chapman University Information Systems & Technology (IS&T) will provide support for a range of other software-related services including Diagnostics, Security Tune-Up, Operating System Install, Backup and Restore Data, Software Install and other services as described below and as may be mutually agreed.

Data/Software Backup
IMPORTANT: In the course of conducting diagnostics and/or resolving performance-related issues on your computer it is possible that all software, including operating systems, other programs, and user data files may be lost.  This can result from the intended or unintended consequences of the repair process.  It is the responsibility of the equipment owner to back up all software and data on your computer’s hard drive(s) to other appropriate backup storage systems before leaving your equipment with Chapman University IS&T for service. It is your responsibility to have and provide authentic, individually owned and registered software in the event it is necessary to re-install same.  You are herein advised that Chapman University shall not be responsible at any time for any loss, alteration, or corruption of any software, data, or files.

ACKNOWLEDGMENT: I am the equipment owner and I herein acknowledge and agree that before Chapman University performs diagnostics or repair on any computer, it is my responsibility to back up the data, software, information, or other files stored on the computer.   By my check mark and initial herein I agree that that Chapman University shall not be responsible under any circumstance for any loss or corruption of data and/or software by virtue to its work on this computer. ________________.

Operating Systems
The current desktop/notebook operating systems supported under this program are Microsoft Vista, Windows XP, 7 and Macintosh OS/X.  Residential students must use Microsoft Vista, Windows 2000 or XP with the latest service pack or Macintosh OS/X in order to connect to the residential network.

Chapman IS&T cannot guarantee that older operating systems will function correctly with our network and web services. Requests for computer support from users with non-supported operating systems will be terminated without resolution and no further support can be provided until the end user updates their software and/or hardware.

Charges
For an applicable fee Chapman IS&T will perform a diagnostic of the user’s computer and then provide the user with an estimate of the cost to repair before completing any repair.  After a diagnostic is performed and the type of service is determined the diagnostic fee can then be applied towards that service.  The diagnostic fee is due at the time the user drops off the computer at the Chapman Help Desk and the additional service fees are due when the computer is returned to the user.  The user agrees to pay for all services performed unless the equipment is unable to be repaired.

Service Warranty
Chapman IS&T will warranty our services for 5 days following the date you pick-up your computer.  However, for virus or spyware repairs the service warranty is valid only if the anti-virus and anti-spyware protection for your product is installed and updated during the repair.  If there is a problem in this regard, you must notify us within the warranty period and we will work to resolve your problem quickly and at no additional charge.

Denial of Service
In the following instances services will be denied or the computer will be returned to the owner without resolution.  There will be no charge for services that are denied or that are unable to be completed.

  • Computer does not meet the minimum requirements.
  • Owner is not an active Chapman student.
  • Chapman Help Desk is unable to remove the virus and/or spyware/malware/adware using the appropriate tools.
  • The computer is severely compromised and infected with a large number of viruses and/or spyware/malware/adware applications.  A recommendation to reload the computer will be made.

SERVICE LIMITATIONS; LIABILITY
(a) LIMITATIONS TO SERVICE: CHAPMAN UNIVERSITY RESERVES THE RIGHT TO REFRAIN FROM PROVIDING ANY OR ALL REQUESTED SERVICES AND INSTEAD REFUND YOUR PAYMENT, WHOLLY OR IN PART, ON THE BASIS THAT YOUR TECHNICAL NEEDS OR OTHER REQUIREMENTS ARE UNUSUAL OR EXTENSIVE AND BEYOND THE SCOPE OF THIS SERVICE AGREEMENT AS REASONABLY DETERMINED BY CHAPMAN UNIVERSITY.

(b) FORCE MAJEURE: If Chapman University’s ability to render services is impaired by you or circumstances beyond your control or our control we may choose not to provide or to discontinue services.

(c) LIMITATION OF LIABILITY: To the extent permitted by law, you agree that Chapman University’s total liability for damages related to its services under this Agreement is limited to the total amount you pay for said services, and you release Chapman University, from liability for any indirect, incidental, special, or consequential damages. CHAPMAN UNIVERSITY IS NOT LIABLE FOR LOSS, ALTERATION, OR CORRUPTION OF ANY DATA OR FOR YOUR INABILITY TO USE YOUR COMPUTER EQUIPMENT OR OTHER PRODUCT. By entering into this services agreement, you agree to defend, indemnify and hold harmless the Board of Trustees of Chapman University, a body corporate, and its officers, employees, agents, and volunteers, from and against all liability, claims, and demands, on account of injury, loss, damage, or expense, including defense costs, court costs and attorney fees, which arise out of o are in any manner connected with this Agreement, if such injury, loss, damage, or expense is caused or is claimed to be caused in whole or in part by the act, omission, error, professional error, mistake, negligence, or willful act of the University.

Changes and Cancellations
After you have authorized the repair, you will be responsible for any charges incurred even if you decided later to change or cancel the repair.

Acknowledgement of Understanding: I have read this Personal Computer Support Policy and Service Agreement, fully understand its terms, and understand and accept the terms and conditions herein. 

+-Support Services

Diagnostic Only
Perform system checks and diagnostics to determine the problems.

$0
Security Tune-Up
Install/upgrade AntiVirus
Update virus definitions
Perform full hard drive scan and removal of virus's and spyware
Install Microsoft Windows critical updates
Install missing drivers
Configure browser settings
*Software not included
$100 
Operating System Install
Install Microsoft Windows
Include Security Tune-Up
*Software not included
$175
Backup and Restore Data
Backup and restore data up to 5GB
Additional backup $10/GB
$55
Software Install
Install and update a single software package
*Software not included
$40
Expediting Fee
Next business day service
(in by 2p.m., out by 2p.m. next business day, except on Friday's and Saturday's)
*As services available
$45
Additional Services
Minimum one hour
$55/hr

+-Common Questions

How long will it take for my computer to get repaired?
Turnaround time is typically 3-5 business days.

Who can request this service?
Only active Chapman University students.

Where do I take my computer to get serviced?
Bring your equipment to the Help Desk in the basement of the Leatherby Libraries.

Is there anything else I need to bring in addition to my computer?
When you bring your equipment to the Help Desk bring your laptop power adapter and all appropriate software (operating system software and/or application software).*Important:  We will only install properly licensed software that you own.  You must provide the original CD’s, licenses, and product keys.   

How can I check the status of my computer?
You can call the Service Desk at 714-997-6600 referencing your incident number given to you at the time you dropped of your equipment.

What forms of payment are accepted?
You must have a declining balance account with the Business Office. The service charge will be deducted from the declining balance account.

How can I deposit money into my account?
You can go to the Cashier’s Office Monday through Friday between 9:00am-4:30pm or use the Value Transfer Station located on the 1st Floor of the Library near the vending machines.

+-Contact Us

Basement of the Leatherby Library

Phone: 714-997-6600

Email: servicedesk@chapman.edu

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