Freekbox support policy - Revision history

Michaelkelly at 20:26, 24 May 2012

2012-05-24T20:26:13Z

Paulm: /* Older than one year. */

2012-02-25T22:38:00Z

Older than one year.

Paulm: /* Store boxes */

2012-02-25T22:36:19Z

Store boxes

Rfs at 01:13, 7 July 2010

2010-07-07T01:13:47Z

Luiz at 23:13, 21 May 2010

2010-05-21T23:13:13Z

Rfs: formatting

2010-02-10T00:13:42Z

formatting

MichaelWestwind: /* The official policy for adopted boxes */ putting in the official adopted policy. perhaps it needs updated?

2009-05-10T00:18:51Z

The official policy for adopted boxes: putting in the official adopted policy. perhaps it needs updated?

MichaelWestwind: link

2009-05-10T00:12:33Z

link

MichaelWestwind: please comment on these changes!

2008-10-31T20:35:12Z

please comment on these changes!

Sasuke: added header

2006-10-14T21:09:12Z

added header

@@ Line 28: / Line 28: @@
 ===Store boxes===
-Systems are sold in the store with a 90 day warranty. After this they are supported for 1 year at a charge of $10 per issue +  the cost of any parts needed. This charge may be waived by Free Geek staff for the following reasons:
+Laptops and Desktops purchased through the Freegeek Thrift Shop, are covered by a 6 Months warranty. After this they are supported for 1 year at a charge of $10 per issue +  the cost of any parts needed. This charge may be waived by Free Geek staff for the following reasons:
 *This is the first call.
@@ Line 35: / Line 35: @@
+.
-We do not offer tech support on boxes which have been changed to a different OS or distribution than we installed, or for which the hardware has been substantially altered after sale.  We also cannot and do not guarantee that the boxes are going to work for your particular needs.
+We do not offer tech support on Servers or boxes which have been changed to a different OS or distribution than we installed, or for which the hardware has been substantially altered after sale.  We also cannot and do not guarantee that the boxes are going to work for your particular needs.
 ===Older than one year.===

@@ Line 38: / Line 38: @@
 ===Older than one year.===
-We do not support boxes which were adopted, granted or sold over 1 year ago.
+We do not support boxes which were adopted, granted or sold after  1 year from the end of the warranty period except at our sole discretion. We retain the right to refuse to work on any system
 ===What about Windows?===

@@ Line 28: / Line 28: @@
 ===Store boxes===
-Support for boxes sold in the store is with a per issue charge (currently $10) plus parts. This charge may be waived by Free Geek staff for the following reasons:
+Systems are sold in the store with a 90 day warranty. After this they are supported for 1 year at a charge of $10 per issue +  the cost of any parts needed. This charge may be waived by Free Geek staff for the following reasons:
 *This is the first call.
 *The solution to the problem is trivial.
 *The problem is determined to be something we feel should have been dealt with before the box was sold.
-−
+.
 We do not offer tech support on boxes which have been changed to a different OS or distribution than we installed, or for which the hardware has been substantially altered after sale.  We also cannot and do not guarantee that the boxes are going to work for your particular needs.

@@ Line 1: / Line 1: @@
 This document has been largely replaced by one located [[Support_boundary_guidelines|here.]]
 ==The official policy for adopted boxes==
 ''Adopted by Council on 3/17/2004 http://lists.freegeek.org/pipermail/council/2004-March/000821.html''
@@ Line 50: / Line 46: @@
 For similar reasons we do not support dual-boot issues.
-[[Category:Policy]]
+[[Category: Outdated Policy]]
-[[Category:Tech support]]
+[[Category: Tech support]]

← Older revision		Revision as of 23:13, 21 May 2010
Line 1:		Line 1:
		+	This document has been largely replaced by one located [[Support_boundary_guidelines\|here.]]
		+
	{{Policy Header		{{Policy Header
	\| PolicyName = {{PAGENAME}}		\| PolicyName = {{PAGENAME}}

@@ Line 6: / Line 6: @@
 ''Adopted by Council on 3/17/2004 http://lists.freegeek.org/pipermail/council/2004-March/000821.html''
-<pre>
+Free Geek will support you in your efforts to use your FreekBox, with certain limits. For the first year after adoption you are welcome to phone in or drop in with questions during Technical Support hours or join the FreekBox e-mail list (http://lists.freegeek.org/freekbox) and write in questions.
-Free Geek promises that the hardware and software on this system will work
+Free Geek promises that the hardware and software on this system will work properly for one year after adoption if:
-. the system has not been modified (except by Free Geek) and
+# the system has not been modified (except by Free Geek) and
-. it has been used as intended regularly since adoption and
+# it has been used as intended regularly since adoption and
-. it is used by the original Adopter or someone else who has taken the
+# it is used by the original Adopter or someone else who has taken the Adoption class at Free Geek.
-Free Geek will attempt to correct problems over the telephone, if
+Free Geek will attempt to correct problems over the telephone, if requested, but the adopter should be prepared to bring the machine back to Free Geek. Free Geek will solve the problem by either repairing or replacing the system or any of its components, including re-installation of our software if necessary. Replacements will be similar to or better than the original equipment. Every reasonable effort will be made to solve the problem quickly, but because of Free Geek's volunteer nature the machine may need to be left with us for some days.
-While Free Geek will make an effort to protect user data including screen
+While Free Geek will make an effort to protect user data including screen savers and other personalizations this cannot be guaranteed. It is often not possible. Adopters should keep backups of their important data.
-Third party software (software not provided by Free Geek) is not covered by
+Third party software (software not provided by Free Geek) is not covered by this agreement. We will help you, or point you to sources of help, if
 possible, but don't have the resources to keep up with changing conditions.
+== Hours ==
 {{Template:Tech Support Hours}}