Difference between revisions of "Freekbox support policy"

Revision as of 13:35, 31 October 2008

Freekbox support policy: Free Geek's support policy for adopted Freekboxs
List of Policies - Policy Development

The official policy for adopted boxes

Body that set the policy(s) on [lists.freegeek_meeting_Minutes Date Adopted].

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 (Tech Support Hours are from noon to 5.45 pm, Tuesday through Saturday or by appointment. We are closed, to walk in customers, for lunch from 1-1.30pm.) or join the FreekBox e-mail list and write in questions.

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
it has been used as intended regularly since adoption and
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 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 reinstallation 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 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 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.

Other boxes not covered by the above policy (In Progress)

Grants

We support granted boxes in the same way as adopted boxes, as long as the OS is unchanged. We may help with installing special (open source) software but cannot guarantee functionality or usefulness beyond our standard install.

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:

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.

The Thrift Store general policy is to exchange (or give store credit for) systems within the first 7 days, or within the first 30 days if there is determined to be a pre-existing fault with the box.

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.

Older than one year.

We do not support boxes which were adopted, granted or sold over 1 year ago.

What about Windows?

We do not support MS Windows or the Apple Mac OS. We have the knowledge and time to support Linux. You are free to install any OS you wish on a box obtained from Free Geek, but we do not have the resources to help you with it.

For similar reasons we do not support dual-boot issues.

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 | notes = Free Geek's support policy for adopted Freekboxs
 }}
-==Policy==
+==The official policy for adopted boxes==
 ''Body that set the policy(s) on [lists.freegeek_meeting_Minutes Date Adopted].''
@@ Line 35: / Line 35: @@
 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.
+==Other boxes not covered by the above policy (''In Progress'')==
+===Grants===
+We support granted boxes in the same way as adopted boxes, as long as the OS is unchanged.  We may help with installing special (open source) software but cannot guarantee functionality or usefulness beyond our standard install.
+===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:
+*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.
+The Thrift Store general policy is to exchange (or give store credit for) systems within the first 7 days, or within the first 30 days if there is determined to be a pre-existing fault with the box.
+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.
+===Older than one year.===
+We do not support boxes which were adopted, granted or sold over 1 year ago.
+===What about Windows?===
+We do not support MS Windows or the Apple Mac OS.  We have the knowledge and time to support Linux.  You are free to install any OS you wish on a box obtained from Free Geek, but we do not have the resources to help you with it.
+For similar reasons we do not support dual-boot issues.
 [[Category:Policy]]
 [[Category:Tech support]]
 [[Category:Link needed]]