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Service Agreement Information

Thanks for choosing Net Friends, Inc. for the repair of your laptop or desktop system. We provide a best effort two business day turnaround from pickup to drop-off at the OIT Help Desk in the Bryan Center. Work is performed at the Net Friends repair facility in Durham.

The repair of your laptop or desktop computer falls into three flat rate categories based on the problem. Past experience has shown that most systems fall into Level 2 and Level 3 categories. If you wish to be contacted before Level 3 work begins, please indicate this on the Net Friends form provided for intake at the Help Desk. Otherwise Net Friends, Inc. will assume that you approve the work.

PAYMENT
We accept Visa/Mastercard/Discover/American Express and PayPal.
You will be contacted by phone once your computer is ready and will be sent a payment link by email. Once payment is complete, your computer will be returned to the OIT Help Desk for you to pickup. The OIT Help Desk cannot accept payment.

REPAIR CATEGORIES

$99 – [LEVEL I]
Includes system diagnostic, simple spyware/adware removal and virus eradication, Windows updates and general system check-up. If identified as an OIT security issue, go to Level 2.

$139 – [LEVEL 2]
Includes system diagnostic, complexspyware/adware removal, virus eradication, resolutionof security issues, Windows updates and follow-up with OIT security office to unblock port if needed. This is the most common type of repair required.

$199 – [LEVEL 3]
For systems requiring a hard drive reformat and/or data recovery, necessary in instances where a system has been damaged by spyware, viruses orother issues and cannot be ‘fixed’. These problems are best resolved by reformatting the system hard drive. Level 3 includes backup and restore of drive data, reformatting and reinstalling the computer operating system, and import of browser and email settings when possible. We have some limited abilities to recover data from physically damaged hard drives and will attempt to do so at no additional charge. Follow-up with OIT security office will be performed if required. Parts not included.
IMPORTANT: Once a system has been reformatted, all software applications must be reinstalled. We will install operating system, virus software, various system utilities, all applicable Windows updates and any software you provide, up to 5 applications. Upon return, you may need to install additional software. We backup and restore ALL files possible but are not responsible for missing items.

HARDWARE REPAIR
Hardware repairs will be performed by permission only. Estimates will be provided at time of contact.

REPAIR STATUS
Net Friends, Inc attempts a best effort two business day turnaround on all repairs. Delays beyond this time may be due to the following reasons: waiting for parts, waiting for customer call back, and waiting for payment. NFI tracks the status of your repair. Please contact NFI at 680-3763 with questions. NFI operating hours are 8:30am to 5:30pm Monday through Friday.