We are changing the student virus scan procedure to include the option of re-installing their OS for a fee of $25(in addition to the $10 virus scan fee). We are also requiring anyone who would like us to do a virus scan on their machine to have backed up their data before we accept it for a virus scan and/or OS re-install.
In order to qualify for the OS rebuild, the computer must have a confirmed virus which is either an RT ticket about their IP address being blocked from the network or from a scan that the guys in the back have done. If they don't have a virus, they can not get the service. So even if their OS is corrupted or slow, we will not perform an OS re-install unless they have a verifiable virus. Malware and spyware do not count as viruses. This is not a service we are advertising; this is a solution that we will present people when they bring in their computers for virus scans.
The service will be $25 and is does NOT include backup. The techs will be using our copy of Windows XP/Windows Vista and installing Office 2003/2007 if the student would like it installed. The student will not get a CD copy. We will wipe the machine, install Windows XP, Office and Mcafee, and then give it back to them. They are responsible for reinstalling all apps, including free ones. If we can not use our copy of windows because the computer has a special version of XP, such as Windows Media edition or a tablet PC, we will need the original media for the install. In those cases, the student is responsible to call Microsoft to activate the operating system. We will not perform virus scans/OS rebuilds on international machines.
Please use the new combined virus/OS re-install form instead of the virus scan only form. For people who have been blocked off the network, they automatically qualify for the OS re-install. For people who think they have a virus, explain that they may have the option of an OS rebuild if their computer comes back from the virus scan as having a confirmed virus.
The student MUST have backed up their data before we accept their computer, even if they just want a virus scan without an OS re-install. The new virus scan/rebuild form has a spot that they need to initial that says the person has backed up their data. To make sure that this is very clearly communicated to the customer, we will be requiring a full-time staff person approve the form before taking in any virus scans/ OS Re-install forms. Have the customer fill out the entire form, explain as much of the procedure as possible, and then get approval from a staff person. Explain that the process could take a couple days to scan, and if an OS re-install is necessary, the process could take up to a week depending on the workload of the technicians. Make a RT ticket and make sure to give them a printed copy of the ticket so they have a reference number.
When the customer comes to pick up the computer, check their ID and make sure they sign the bottom of the form. Keep the form and put it in Jim Tuggle's box. Make sure you check the RT ticket and if they were blocked from the network, make sure to forward the ticket to Networking to request the block be removed. If that is not the case, make a comment that the customer picked up the computer and close out the RT ticket.
