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Walk-in Equipment and Software Repair Policies

Items brought in for Repairs are for emergencies only. If a Technician is currently working on an emergency work request, a new emergency walk-in work request will be worked on next. Alternatively a user may call the Help Desk at X3291to place a work order as an emergency request. Faculty, Staff, and Students who need technical support on their computers or laptops should email user services@sxu.edu or call X3291 to setup an appointment with technicians.

Hardware Problems: To repair a walk-in hardware or troubleshoot a computer depends on the nature of the problem. Some problems will take 10 minutes to 3 days or even a week to complete. If a computer needs some parts that are not in stock, we will have to order the parts and it might take more than two to 5 working days to receive the parts for that computer. Walk-in Technical Support is for emergency only and users should make appointments with the Technicians who will be working on their computers before the computers are brought to the repair site.

Software Problems: All software installation will require three to four weeks notice to complete the installation, and if it is a trouble shooting of software already installed, then we need 10 minutes to a day to trouble shoot the software depending on the nature of the software errors.

SXU User Services Policy is to repair computer equipments and software owned by the University. We do not provide support for the computers not directly associated with the University.

The SXU User Services will work on equipments using the following priority system:

University owned hardware and software: SXU will repair at its expense all supported equipment, including PCs, Apple Macintosh computers and peripherals, HP printers, laptops, and other equipments. Exceptions are made for laptops or equipment not owned by the university, and we will go to user sites and pickup these machines for repairs by appointment.

Note: For personally owned hardware and software under manufacturer's warranty or Apple care contract, users must first contact vendors technical support for assistance before requesting assistance from Help Desk.

University Supported Software: SXU will restore computer software to the original setup by re-imaging the computer if software is corrupted and beyond troubleshooting. For non-university supported software, please note that some manufacturers provide toll-free telephone support for a period of time after purchase. Please check your software warranty information for details.

Personally owned out-of-warranty equipment will not be repaired but will guide the user step-by-step on how to resolve the problem as time is available basis only. SXU will repair this equipment on a time and materials basis for PCs, Apple Macintosh computers and peripherals, and HP printers.

Note: Personally owned equipment must be brought to the Help Desk on appointment basis. Generally only the CPU should be brought in, without keyboard, mouse, cables, etc. An exception for this is laptops, where the power adapter should also be brought in. SXU will not be responsible for other accessories.