• Whenever possible, STS will attempt to return a user's computer in 5 or less business days. Occasionally repair work can be complicated and repair time might exceed 5 days. As always, STS will communicate with the user about the status/repair time frame of their computer. When demand is extremely high, particularly during fall move-in or after a major virus/worm event, repair time will be longer
• The computer owner may pick up a computer from STS, and must present photo ID (GWorld card, driver's license etc. ) and the STS Claim Ticket. No exceptions will be made.
• Any hardware left at STS for more than 10 business days after the user has been notified that repair work has been completed may be subject to storage fees. Hardware left for an extended period of time may be subject to University and/or District of Columbia unclaimed property laws.
• STS is not responsible for the disposal of broken hardware. Any user who leaves hardware with STS for disposal will be subject to all applicable "e-cycling" fees.

Virus/Spyware Removal Policy

• STS technicians will provide all reasonable efforts to remove viruses and/or spyware from user computers.
• In cases where a system rebuild is necessary, an STS technician will contact the user in advance to identify and backup important files or folders. STS cannot guarantee the preservation of files, as viruses and worms often corrupt such files.
• STS is not responsible for the loss of user data. Users are responsible for backing up their personal data.
• STS is required by law to report any illegal activity discovered on a computer to the appropriate authorities.
• In order for STS staff to rebuild a system, users must supply all media (product CDs) and license key information for all software.
• Each user will be afforded one routine virus/spyware removal procedure at no cost. If the user requests additional virus/spyware removal services, a $100.00 flat fee will be assessed per cleaning.

Dell Warranty Repair Policy

• STS has technicians on staff that are certified by Dell to order Dell warranty parts and replace faulty equipment. STS is authorized by Dell to perform service and replace equipment within the limitations of the user's warranty coverage.

Apple Warranty Repair Policy

• STS has technicians on staff that are certified by Apple to order Apple warranty parts and replace faulty equipment on Apple notebook computers only. STS is authorized by Apple to perform service and replace equipment within the limitations of the user's warranty coverage.

Non-Dell/Apple Warranty Repair Policy

• STS cannot perform warranty repairs for non-Dell or Apple systems. Users with non-Dell or Apple hardware that is currently under warranty will be referred to an authorized reseller/repair shop. The user will be responsible for making all repair arrangements.

Non-Warranty Repair Policy

• STS cannot perform non-warranty repairs on any user computer.