apple authorized service provider manual

Authorized Service Provider

Manual

Authorized Service Provider Manual

WW 2011 v1.1 1

......................................................................................Section 1: Program Manual Objectives 7

....................................................................................AppleCare’s Commitment to Excellence 7

........................................................................................Section 2: Service Provider Programs 82.1: Service Provider Program Types

2.1.1: Apple Authorized Service Providers (AASPs)2.1.2.: Limited Service Providers (LSPs)2.1.3: Direct Dispatch Service Providers (DDSPs)

................................................................................................Section 3: Authorized Activities 103.1: Covered Repairs

3.1.1: Apple One (1) Year Limited Covered Repairs (IW):3.1.2: AppleCare Protection Plan and other Extended Service Agreements3.1.3: Special Coverage Exceptions: Repair Extension Programs and others

3.2: Non-Covered Repairs3.3: Service Repair Types

3.3.1 Carry-In service:3.3.2: Onsite Service:3.3.3: Mail-In Facilitation service:3.3.4: Do-it-Yourself (DIY) service:

3.4 Resale of AppleCare Service Products and Service Parts3.4.1 AppleCare Products Eligible for Resale3.4.2 Notification of Resale Authorization

..................................................................................Section 4. Authorization Requirements 134.1 Apple Supplier Responsibility and Privacy Policies4.2 Coverage Validation Requirements4.3 Authorized Service Location Requirements

4.3.1 Location Requirements4.3.2 Customer Reception Requirements4.3.3 Repair Workspace Requirements4.3.4 Customer Product Storage and Inventory Management Requirements4.3.5 Service Stock Inventory Management Requirements

4.4 Operational Requirements4.4.1 Repair Handling Requirements4.4.2 System Requirements for AppleCare online tools and diagnostics4.4.3 Certified Technician Requirements4.4.4 Operating Process and Documentation Requirements4.4.5 Repair Database4.4.6 Repair Services Record Keeping Requirements4.4.7 Service Documentation Requirements

4.5 Repair Information Requirements4.5.1 Diagnostic codes4.5.2 Module Serial Numbers4.5.3 Troubleshooting and compliance

4.6 Account Review, Site Visit Requirements4.6.1 Use of Service Provider images and materials

4.7 Apple Service Parts Requirements4.7.1 Using Service Stock for Customer Upgrades:4.7.3 Expedited Service Fees

4.8 Performance Requirements4.8.1 Customer Information Requirements4.8.2 Customer Satisfaction Surveys4.8.3 Objective Performance Metrics

4.9 Changes to Company Name and/or Service Locations


WW 2011 v1.1 2

.............................................................................................................Section 5. Consideration 235.1 Compensation5.2 Terms relating to Apple Credit

.........................................................................Exhibit A: Service Provider Program Benefits 241. Program Benefits

1.1 Service Logos1.2 Global Service Exchange (GSX)1.3 AppleCare Service Source1.4 AppleCare Knowledge Base1.5 Right to Copy

........................................................Exhibit B: Service Provider Certification Requirements 261. Authorized Service Technician Requirements

1.1 Certification Requirements1.2 Technician (Tech) ID1.3 Re-certification Requirements1.4 Exam security and integrity

............................................................................Exhibit C: Apple Ethics and Privacy Policies 281. Apple Supplier Responsibility and Privacy Policies

1.1 Handling Customer Data

.....................................................................Exhibit D: Parts Management and Transactions 29Introduction1. Service Stock Types: Module, Replacement, Other

1.1 Module types: Known Good Board and Known Bad Board2. Service Stock Part Numbers, Pricing and Availability

2.1 Finding Part Numbers2.2 Module pricing2.3 Availability

3. Ordering Parts: Repairs and Stocking Orders3.1 Stocking Orders3.2 Repairs

4. Parts Delivery From Apple To Service Provider4.1 Unpacking4.2 Parts Delivery

5. Known Bad Board (KBB) Return5.1 Criteria for Returning KBB Modules5.2 Module Identification5.3 Returning accidental damage/abuse items5.4 Data Recovery

6. Good Parts Returns (GPR)6.1 Usage Types

7. Dead on Arrival Parts Returns (DOA)Return to Sender (RTS)9. Late Return Modules and Rejection

9.1 Late Modules for Repairs Covered by Warranty or Service Agreement9.2 Late Modules for Non-Covered Repairs9.3 Module Rejection Codes

Parts Delivery from Service Provider to Apple10.1 Packaging10.2 Shipping Parts to Apple

11. Demo Products12. Vintage and Obsolete Product Groups

12.2 Vintage Products


WW 2011 v1.1 3

13. Disposing of CRTs/LCDs and Recycling Batteries

....................................................Exhibit E: Customer Care and Repair Flow Requirements 391. Service Repair Types2. Repair Flow Requirements

2.1 Record Customer Information and Product information2.2: Troubleshoot and document failure2.3 Validate Repair coverage and eligibility2.4 Provide Written Estimate and estimated Time to Repair2.5 Obtain authorization for Repair service from the Customer2.6 Create the repair in GSX2.7 Complete troubleshooting and diagnosis of the fault2.8 Perform the Repair2.9 Mark the Repair Complete2.10 Return Product to Customer2.11 Educate the Customer2.1.2 Use of Courier Services

3. Response Time Goals3.1 Carry-In Repairs3.2 Mail-In Repairs3.3 iPod Carry-In Exchange Service3.4 Indirect Onsite Service

...............................................................................Exhibit F: Repair Coverage and Eligibility 441. Service Provider Obligations2. Repair Coverage: Part, Labor, and Travel Reimbursement3. Coverage Types

3.1. Apple Limited Warranty3.2 Extended Service Agreements:

4. Coverage Eligibility and Validation4.1 Acceptable Proofs of Coverage4.2 Non-covered Repairs4.3. Coverage Validation

5. Coverage Exclusions and Invalid Claims5.1. Coverage Exclusions5.2 Invalid Claims

...............................................................................Exhibit G: Direct Dispatch Onsite Service 501. Direct Onsite Process Guide

1.1 Direct Dispatch Service Flow1.2 Requirements1.3 Direct Dispatch Service Center1.4 Service Request Detail1.5 Dispatch Updates1.6 Minimum Telephone Support Requirements1.7 Direct Dispatch Service Steps1.8 Written Estimate and Invoice1.9 Onsite Dispatch Settings in GSX1.10 Zone Requirements1.11 Location Requirements1.12 Custom Service Level Agreements1.13 Reimbursements for Direct Dispatch Services

.................................................................................................Exhibit H: Billing and Invoicing 591. Repair, Stocking Order and Fulfillment Invoices

1.1 Repair Invoices


WW 2011 v1.1 4

1.2 Stocking Order Invoices1.3 Support Related Fulfillment Invoices1.4 Other items

2. Credit and Debit Memos3. Exchange Pricing Criteria4. Billing Inquiry Dispute Resolution5. Non-billing Inquiries

.............................................................................................................Exhibit I: Compensation 611. Baseline Compensation - Labor Tiers2. Labor Compensation Criteria

2.1 Onsite Travel Reimbursement3. Labor Compensation - Credits and Debits4. Labor Compensation - Bill&Bill Purchase Order

......................................................................................Exhibit J: Performance Measurement 631. Service Excellence1.1 The Service Excellence Multiplier1.2 Four Performance Metrics

1.2.1 The Parts Per Repair Metric (PPR)1.2.2 The Repair Turnaround Time Metric1.2.3 The First Time Fix Metric (FTF)1.2.4 The Known Bad Board Turnaround Time Metric (KBBTAT)

1.3 Determining ACSE Scoring Eligibility1.3.1 Repair Type1.3.2 Eligibility By Product and/or Part Type1.3.3 Eligibility By Coverage Type1.3.4 Eligibility By KBB Return Code

1.4 Performance Goals and the Service Excellence Score1.4.1 Performance Goals

Other Performance Measurement Programs

..............................................................Exhibit K: Support Resources for Service Providers 71Online Support Resources

1.1 Service News1.2 AppleCare Service Source and Knowledge Base1.3 GSX User Guide and Training Resources1.4 GSX Self Help1.5 Service Provider Manual

Repair-related Support2.2 Technical Support Resources2.3 Non-Technical Support Scenarios2.4 Non-Technical Support Resources

Non-Repair Related Support3.1 GSX Web Services3.2 Certifications3.3 Direct Onsite Support3.4 Accounts Receivable3.5 Customer Satisfaction3.6 Account Management3.7 GSX Unavailable

Matrix of Support Resources and Response Time Goals4.1 Escalation path after lack of response

...........................................................................Exhibit L: Support Related Fulfillment (SRF) 771. Support Related Fulfillment: Manuals, Media, and Do-It-Yourself Parts (Customer installable Parts)


WW 2011 v1.1 5

1.1 Ordering1.2 Media Not Covered1.3 Apple Recovery CDs

......................................................................Exhibit M: Selling AppleCare Service Products 78AppleCare Protection Plan (APP): Introduction1. Program Overview2. Description of Features3. Ordering APP Product Portfolio4. Welcome Kit5. Scope of Coverage and Service Provider Obligations


WW 2011 v1.1 6

Section 1: Program Manual Objectives The Apple Authorized Service Provider Manual (“ASPM”) describes the performance criteria, business practices, and policies to which authorized participants in Apple’s service provider programs must adhere. Additionally, the ASPM describes policies and practices that entities must adhere to when their agreements reference the ASPM (“Service Provider Agreement”). At Apple’s sole discretion, the policies, terms, and conditions set forward herein may be modified from time to time without notice.

AppleCare’s Commitment to ExcellenceOur People• We act ethically and with integrity toward customers, coworkers, service providers, and

Apple. • We acknowledge our diversity, talents, and interests.

Our Customer• We always put our customers first and provide a warm welcome to all.• We empathetically engage our customers while solving their challenges.• We seek to develop relationships with our customers by inviting them to return to our

stores.• We strive to inspire and excite our customers with every visit so that our stores are a

happy place to shop, to learn, to create, to get help, and to revisit.

Our Daily Commitment• We respect our customers’ time and deliver all repair transactions in a timely, personalized,

and efficient manner.• We will always make certain our customers know what to expect.• We treat our customers with a sense of empathy, professionalism, and urgency.• We value every customer problem as an opportunity to excel. We listen and respond

immediately to all feedback, taking initiative to make it right.• We exceed customers’ expectations by offering proper diagnosis, reliable repairs, and fast

turnaround.• We maintain neat, clean, and organized stores according to Apple’s standards.• We are up to date on Apple technology and conduct repairs using certified technicians.• We earn trust by recommending relevant solutions that meet our customers’ needs and

goals.• We welcome all customers with a smile, a helping hand, and personal attention.• We encourage open dialogue with our people and customers to share ideas about

improving our stores, our processes, and our performance.• We embrace and speak favorably of our coworkers, resellers, service providers, third-party

partners, and Apple.


WW 2011 v1.1 7

Section 2: Service Provider Programs Authorized Service Provider Programs provide a range of quality service options to meet the needs of Apple Customers. Participants in all Authorized Service Provider Programs are subject to the terms and conditions set forward in this document.

Authorized Service Provider Program participants perform setup, installation, repair, and other services such as upgrades and non-covered repairs in accordance with the guidelines set forward in this manual and the Apple Knowledge Base. All repairs must be performed in accordance with these guidelines.

Participation in the program is reviewed on an annual basis as part of the Service Provider Agreement renewal process.

Service Provider Program Benefits • Apple authorization to perform in-warranty service • Authorization to order parts for out-of-warranty service for selected Apple products• Reimbursement from Apple for Covered Repairs and, where applicable, related travel • Access to Apple spare parts and, where applicable, central repair facilities • Access to comprehensive product, repair, service, take-apart, troubleshooting and

diagnostic information and tools• Access to Apple’s online repair and order management system • Training and Certification support for Service Technicians

Summary of Requirements The Service Provider must:

• Have been in operation for a minimum of two years unless approved in writing by Apple • Employ, at all times, Apple Certified Technicians who are directly responsible for Apple

covered repairs• Maintain a suitable commercially acceptable workspace in compliance with Apple’s

standards as described herein, and in compliance with all local health and safety regulations.

• Maintain administrative and technical resources, internal policies and procedures to remain in compliance with Apple’s standards as described herein.

2.1: Service Provider Program Types Authorized Service Providers, regardless of type, are subject to the policies and practices set forward in this document and the terms and conditions set forth in their Service Provider Agreements.

Note: Not all service provider types are available in all regions of the world.

2.1.1: Apple Authorized Service Providers (AASPs) A Service Provider is authorized to provide Repair Service on selected Apple products to all Apple Customers. An AASP must provide Carry-In repairs in accordance with the guidelines set forward in this manual and the Apple Knowledge Base. Authorization to perform Onsite service (at Customer’s location) is at Apple’s sole discretion. Availability of Mail-In repairs is dependent on the Service Provider’s location.


WW 2011 v1.1 8

2.1.2.: Limited Service Providers (LSPs) Limited Service Providers (LSPs) operate under Service Provider Agreements that limit the servicing of specific Products and/or Customers as defined in the Limited Service Provider Agreement.

2.1.3: Direct Dispatch Service Providers (DDSPs) Direct Dispatch Service Providers (DDSPs) are authorized to provide Direct Dispatch Onsite Repair Service to Customers in a given service region. Direct Dispatch Onsite repair occurs when a Customer initiates a service request via the Apple Contact Center and Apple then dispatches a Service Provider Technician to the Customer’s site to perform the repair. Apple, at its sole discretion, authorizes selected DDSPs for Direct Dispatch Onsite service.


WW 2011 v1.1 9

Section 3: Authorized Activities Participating Service Providers are authorized by Apple to provide the following services.

3.1: Covered Repairs Participants in Apple’s Service Provider programs must perform Covered Repairs for Customers or Products on behalf of Apple in fulfillment of Apple’s obligations under the Apple’s One-Year Limited Hardware Warranty, AppleCare Protection Plan and other AppleCare extended service and support agreements on Products (“Covered Agreements”) for which they are authorized (refer to: Exhibit F: Repair Coverage Types and Eligibility for more information).

For all Covered Repairs, Service Providers are entitled to receive at no charge Service Stock, together with labor and travel reimbursement in accordance with the then current Labor Tiers and Service Excellence guidelines (where applicable). All Products repaired by the Service Provider shall be free of defects in materials and workmanship and operate in accordance with specification, or as otherwise directed by Apple.

3.1.1: Apple One (1) Year Limited Covered Repairs (IW): In addition to a consumer's statutory rights, Apple warrants its products against defects in materials and workmanship under normal use for a period of one (1) year from the date of retail purchase by the original end-user purchaser.

Repairs are covered under warranty when product hardware fails due to issues with materials or workmanship within one year of the Product purchase date. Apple requires that the Service Provider validate the Customer’s entitlement to coverage prior to delivering service. Hardware failures due to Customer abuse or misuse, software related configuration issues and other exclusions described in Apple’s One Year Limited Warranty are not covered by Apple.

3.1.2: AppleCare Protection Plan and other Extended Service Agreements The AppleCare Protection Plan and other AppleCare extended service and support agreements extend repair coverage for entitled products. Apple requires that the Service Provider validate the Product’s entitlement to coverage prior to delivering service. Hardware failures due to Customer abuse or misuse and other exclusions described in the Apple’s Extended Service Agreements are not covered by Apple.

3.1.3: Special Coverage Exceptions: Repair Extension Programs and othersApple may, from time to time, and at Apple’s sole discretion, extend repair coverage on a specific Product or part. Service Providers are authorized to conduct repairs within the guidelines of the procedures set forth by Apple, including those guidelines set forth in Repair Extension Programs and are entitled to compensation from Apple in accordance with the then current Labor Tiers and Service Excellence guidelines (where applicable). Information on Repair Extension Programs and issuance of Customer Satisfaction (CS) codes is described in the Apple Knowledge Base.


WW 2011 v1.1 10

http://support.apple.com/kb/CP176


3.2: Non-Covered Repairs Apple authorizes Service Providers to order Service Stock for services delivered in the event of a non-covered repair. Apple is not a party to these transactions, and it is Service Providers responsibility to provide parts, labor and, if applicable, transportation for these repairs. Service Providers may charge Customers for parts and labor associated with non-Covered Repairs.

These services may be provided by utilizing Service Stock (for which Service Provider will pay Apple a fee) or, where applicable, the Service Provider may choose to Mail-In the defective device to Apple for repair. In the event of a non-Covered Mail-In Repair, the Service Provider will be charged for parts and labor according to the then current rates as shown in GSX. If Apple discovers that it has paid compensation or provided Service Stock at no charge on a non-Covered Repair, the amounts paid, and any associated shipping and handling charges will be debited from the Service Provider’s account, in addition to any other remedy available to Apple described in the Service Provider Agreement or otherwise.

For information on types of non-Covered Repairs, please refer to Exhibit F: Repair Coverage and Eligibility.

3.3: Service Repair TypesNote: Not all Service Types are available in all regions of the world for all products. GSX will indicate the Service Types that are available in your region.

3.3.1 Carry-In service: Carry-In service is the repair or replacement of eligible Products at an Apple Authorized Service Location. All repairs completed at the Apple Authorized Service Location are considered Carry-In service. For complete details concerning Carry-In service delivery, refer to Exhibit E: Customer Care and Repair Flow Requirements.

3.3.2: Onsite Service: Onsite service is the repair or replacement of eligible Apple products at a Customer’s location. Indirect Onsite service may be initiated when a Service Provider receives a request from a Customer to perform eligible Covered Repair services at the Customer’s location, or when the AppleCare Contact Center dispatches the Service Provider to the Customer’s location (Direct Dispatch Service Providers only).

Authorization to conduct Direct Dispatch Onsite service is at Apple’s sole discretion. For Onsite Service, coverage is authorized within 50-miles (80-kilometers) of the Service Provider location. For details concerning Onsite service, refer to Exhibit G for Direct Dispatch Onsite repairs and the Knowledge Base for Indirect Onsite repairs.

3.3.3: Mail-In Facilitation service: Mail-In Facilitation service is the repair or replacement of covered Apple products at an AppleCare Repair Center. Mail-In facilitation service is available for select portable Products and displays in select regions. Customers may contact Apple directly to arrange Mail-In facilitation service or the Apple Authorized Service Provider may facilitate the Mail-In process for them. Mail-In Facilitation Service for non-Covered Repairs is subject to the Terms


WW 2011 v1.1 11



http://www.apple.com/legal/terms/repair/


and Conditions. For more details concerning Mail-In facilitation service, refer to Exhibit E of this Manual and the Knowledge Base article.

3.3.4: Do-it-Yourself (DIY) service: Do-It-Yourself (DIY) service is the replacement of Customer-installable parts (where applicable). Customers may contact Apple via Web Self Service to arrange for DIY parts to be shipped directly to their location. In the event that the Customer does not wish to undertake the installation of a Customer-installable part, Apple will authorize the nearest authorized Service Provider to install the part for them.

3.4 Resale of AppleCare Service Products and Service Parts Apple authorizes Service Providers to purchase and resell select Resale Products. Apple reserves the right to remove or add Resale Products from the Apple Service Parts Price List and change the scope of Service Provider’s authorization at any time and without notice, as specified within the Service Provider Agreement.

3.4.1 AppleCare Products Eligible for Resale The following products and parts are eligible for resale by Service Providers:

• Selected AppleCare Extended Service Agreements and products, e.g. AppleCare Protection Plan

• Service Stock listed in the Multipack Price lists• Consumable Service Stock (batteries) • Service Stock that are peripheral to the equipment (such as mice or keyboards) For more information concerning Resale Products, see the AppleCare Products & Services web page.

3.4.2 Notification of Resale Authorization Apple authorizes resale of selected Service Stock on a part-by-part basis. GSX and AppleCare Service News provide Notification of Resale Authorization for affected parts.


WW 2011 v1.1 12





Section 4. Authorization Requirements To ensure consistent, global delivery of the highest quality repair services to all Apple Customers, Apple requires that Service Providers adhere to the following policies, practices and performance expectations. Failure to comply with these requirements may result in corrective action, up to and including recovery of any reimbursement improperly paid, termination of agreements and criminal prosecution.

4.1 Apple Supplier Responsibility and Privacy Policies Apple requires Service Providers to adhere to the policies set forward in Exhibit C: Apple Ethics and Privacy Policies.

4.2 Coverage Validation Requirements Service Technicians must validate warranty coverage and repair type eligibility using tools available in GSX before engaging any authorized Covered Repairs. In the event of a coverage dispute, the Customer must provide Proof of Purchase or Proof of Coverage for units covered by an Applecare Extended Service Agreement prior to delivery of Covered Repair service. For full information on processing Customer Proof of Purchase and Coverage Validation, refer to Exhibit F: Coverage and Eligibility.

An overview of valid coverage types is shown below.

Valid Coverage TypesValid Coverage Types

Limited Warranty Repairs are in warranty when product hardware fails due to issues with materials or workmanship within one year of the Product purchase date.

Extended Service Agreements Agreements that extend repair coverage up to 5 years depending on Product

Special Coverage Exceptions

Apple may choose to cover a repair for specific reasons. All Special Coverage Exceptions are at Apple’s sole discretion. Examples include Repair Extension Programs and Customer Satisfaction codes.

Note: Customer Satisfaction Codes are issued at Apple’s sole discretion to reconcile Customer escalations. If your Customer has a Customer Satisfaction (CS) Code provided by Apple that is not validated in GSX, you must contact Apple before submitting the repair.

4.3 Authorized Service Location Requirements Apple requires that all diagnostics, repairs, modifications, alterations and upgrades on Apple hardware Products be conducted by a Certified Technician via an Apple Authorized Service Location. Any request for service on a Product covered by an Apple Limited Warranty or Extended Service Agreement must be accepted for Covered Repair service by the appropriately authorized Service Location.

An Apple Authorized Service Location is a permanent repair facility that meets the criteria described below. Information to guide Service Providers in the set up of a Service Location is provided in the “Essential Guide for New Service Locations”, one of the Core Reference training documents on the Service Essentials Training website.


WW 2011 v1.1 13

http://service.info.apple.com/aasp_training/


4.3.1 Location RequirementsApple requires that each Authorized Service Location be located in a commercial location, and may not be located nor operated out of a residence unless express written approval is granted prior to authorization. The Authorized Service Location should meet the requirements of local business, health and safety laws.

4.3.2 Customer Reception RequirementsEach authorized Service Location must maintain a reception area for walk-in Customers who bring their Products in for servicing. This area shall be separate from the workshop area where the repair is performed. Hours of operation should be aligned with standard business hours of the Ship-To region, unless prior arrangements are made. Hours should be clearly displayed on the store front.

Basic functional testing of the Customer’s Product shall be possible at the counter. Information relevant to the Product and failure shall be obtained, along with Customer information (see below).

4.3.3 Repair Workspace Requirements The following basic requirements apply: -

• Ample lighting• Large, open, properly grounded workbenches• Appropriate fire safety equipment• First Aid information clearly displayed• Properly grounded, surge-protected power source attached to each workbench• Periodic inspection of ESD mats and grounding wires to ensure reliable path to ground

More information on tools and workshop requirements is available in the Essential Guide for New Service Locations at the Service Essentials training website, and the Knowledge Base article Hand Tools for Desktop and Portable Repairs.

4.3.4 Customer Product Storage and Inventory Management Requirements All Customer owned Products are to be tagged upon arrival with repair order number and complete Customer contact information. Customer units shall be stored in a secure area and organized according to status of repair as follows:

• Awaiting repair• Awaiting Part• In Repair• Ready for Customer pickup

All Customer units must be returned to the secure storage area when not on the repair bench. Do not stack stored Products. Protect Products from exposure to heat, humidity, sun, dust, liquid and other damaging contaminants. Locate Product on secure, scratch-resistant shelving away from high traffic areas. Store heavier Product at waist height, when possible. Portable Products should not be stacked on top of each other or on the side hinge. Store portable Products on the side that has the latch, in a slotted ESD compliant tote/bin.


WW 2011 v1.1 14



http://support.apple.com/kb/HT3452

http://support.apple.com/kb/HT3452

More information on best practice for workshop requirements is available in the Essential Guide for New Service Locations at the Service Essentials training website.

4.3.5 Service Stock Inventory Management Requirements All Service Stock, either Known Good Boards/parts (KGB) or Known Bad Boards/parts (KBB), must be correctly handled, packaged, and stored in a secure area using ESD storage principles.

KGB ordered as part of a repair should be matched with the relevant Product awaiting repair upon arrival. Keep all other incoming KGB and KBB in separate, clearly labeled storage and shipping areas. Label specific secure parts storage areas as follows:

• KGB: Good modules• KGB: Good modules• KBB: Scrap parts• KBB: Parts to be Returned Package and label outbound parts properly prior to storage. Wherever possible, parts must be returned in the box in which they arrived, including DOA and GPR parts. Modules with exposed electronic components must be stored in static-free packaging material. Remember to ensure timely return of these parts in accordance with the turnaround time (TAT) goals described in Section 4.8.3: Performance Metrics.

4.4 Operational Requirements

4.4.1 Repair Handling RequirementsWhen a Service Provider accepts a Carry-In or Onsite Repair, the Repair must be conducted by that Service Provider. Service Providers may not engage Apple Retail stores or another Service Provider to carry out work on their behalf.

4.4.2 System Requirements for AppleCare online tools and diagnosticsTo access GSX and other AppleCare Service resources, each authorized Service Location must have reliable fast internet access. The following internet browsers are supported:

• Safari v3 or later• Firefox v3 or later• Internet Explorer v7 or laterComputers with internet access should be available at each workbench.

4.4.3 Certified Technician Requirements Apple requires that all Apple Authorized Service Locations use Technicians who have the appropriate Apple Service Certification to repair Apple products. To become certified to repair Apple desktop or portable computers, Service Technicians must successfully complete both a software and hardware exam at an authorized Prometric Testing Center. For more information, refer to: Exhibit B: Service Provider Certification Requirements.

4.4.4 Operating Process and Documentation Requirements Apple requires that each service location adhere to the following process and documentation requirements:

• Document your administrative procedures and ensure that all staff adhere to them.


WW 2011 v1.1 15



• Create and document an inventory control system to ensure safe, secure storage of parts stock and Products received for repair.

• Document and Implement a call control and escalations management system for handling Customer contact.

• For each authorized Service Location, develop, and regularly test a disaster recovery plan to ensure the repair database and repair records are protected in case of incident.

4.4.5 Repair Database Apple requires that each Authorized Service Provider must maintain a repair database which tracks Customer information, Repair information, Customer work authorizations based on written estimates and status of Covered Repair services. Repair information includes details of parts ordered and used, dates of actions associated with the repair, unit and module serial numbers and Apple’s repair number. The repair database should be accessible from the service counter, repair bench, parts management area and service administration area.

4.4.6 Repair Services Record Keeping Requirements Apple requires that Service Providers maintain (and make available upon Apple’s request) all service records, including, but not limited to, service orders and service invoices signed by customers. Records should be held in written form, or in electronic form, provided such electronic forms are a clear reproduction of the original written documents. It is required that records are able to be retrieved for Apple during a scheduled review, for a period not less than 5 years from the date the service event was completed or reimbursement from Apple was made, whichever is later.

These records must be maintained in a secure location. In addition, duplicate records (written and/or electronic) must be maintained in a separate and secure location to ensure backup in the event of loss of the original documents.

If, at Apple’s request, the Service Provider cannot provide the requested records, Apple may, at its sole discretion, require repayment of sums paid by Apple for any and all unsubstantiated repairs in accordance with the terms of the Service Provider Agreement, in addition to any other rights that may be available to Apple. At its request, Apple may require reproductions of written service documents at no cost to Apple.

4.4.7 Service Documentation Requirements Customers shall be given a written estimate before being asked to authorize the repair. The written estimate shall contain the following information:

• Name and registration number (if applicable) of the Service Provider• Address and telephone number of the location where the Product will be repaired• Date Product received• Product’s serial number and description • Summary of the customer’s description of the issue with the Product• Name, address and contact details of the customer • Estimate of any costs associated with repair of the Product• Complete and legible signature or employee number of the person accepting or removing

the product• Any other applicable local law requirements


WW 2011 v1.1 16

Customer shall authorize by signature work to be carried out on the Product based on this written estimate.

No Service Provider shall charge for work done or parts supplied in excess of the written estimate without the prior oral or written consent of the customer, and if such consent is oral, the service provider shall note the date, time, name of person authorizing the additional repairs, telephone number called, if any, name of the person receiving such oral consent, conditions of such consent, if any, together with a specification of the additional parts and labor and the total additional cost.

In addition to the information required in the written estimate, the following information shall appear in the service documentation provided to the customer at the end of the repair:

• Dates and times for: Product Received, Product Diagnosed, Product Repaired, Customer Contacted

• Statement of work performed • Service Provider reference number• Apple Repair number• Issue reported • Name of technician performing repair• Detailed description of implemented solution and tests run• All part numbers and description of parts ordered and used for this repair • Cost breakdown of parts and labor along with any other expenses. The potential costs

should be included for information in documentation for Covered Repairs.• Statement of warranties affected by the repair• Statement regarding the status of the parts or Products provided: “Service parts or

products are new or equivalent to new in performance and reliability"Service Providers are required to obtain a signature from the Customer to confirm that they agree with the service documentation and are satisfied that the repair on the Product has been completed.

Service documentation must be kept in accordance with the Record Keeping requirements specified in 4.4.6.

4.5 Repair Information Requirements

4.5.1 Diagnostic codesRepairs involving particular parts require a diagnostic code and the module’s own serial number to be entered into the designated fields as part of the repair information. Service Providers are required to run diagnostic tools such as Apple Service Toolkit whenever the diagnostic code field is shown and enter the validation code. Failure to include a diagnostic code (when required by the repair) will result in the forfeiture of labor payment for the service.

4.5.2 Module Serial NumbersService Providers are required to enter the KGB and KBB module level serial numbers during the repair process for certain parts. GSX will indicate which parts on a repair require module serial entry.


WW 2011 v1.1 17



4.5.3 Troubleshooting and complianceService Providers who are unable to enter the required information after following relevant troubleshooting procedures should contact Service Provider Support. Labor reimbursement will not be paid on repairs where diagnostic codes or module serial numbers are missing.

4.6 Account Review, Site Visit Requirements Apple reserves the right to review Service Provider’s service records for all repairs to Apple Products during normal business hours. In the event of a site visit for purposes of account review, Apple will provide notice in accordance with the terms of the Service Provider Agreement. During an account review, Apple requires access to the repair database and all repair documentation, financial records, and other information to assess compliance with the terms set forth in the Service Provider Agreement and ASPM. Service Provider, at service provider’s expense, shall provide one or more employees familiar with Service Provider’s record-keeping system to facilitate account review.

While GSX provides an electronic copy of claims submitted by a service provider, the GSX system does not indicate a Customer’s acknowledgment of the repair nor indicate the equipment was returned to the Customer upon repair. It is the responsibility of the Service Provider to capture and retain the requisite service documentation as described in this Section and Exhibit E: Repair Flow.

If, during an account review, the Service Provider limits the scope of investigation or prevents access to certain records, Apple may terminate the investigation, de-authorize the Service Provider’s Service Locations immediately, and pursue recovery of amounts paid for unsubstantiated claims.

4.6.1 Use of Service Provider images and materialsService Provider acknowledges that it may be required to submit to Apple images, photographs, video, websites, oral quotations and the like from time to time in order for Apple to assess Service Provider’s facilities, performance or to promote Service Provider. Service Provider hereby represents that it shall only provide to Apple original material owned or licensed to the Service Provider. Service Provider grants Apple the right to display or reproduce such material, and waives any moral rights or rights of prior approval.

4.7 Apple Service Parts Requirements Apple requires that all claims covered by a Covered Agreement receive genuine Apple parts purchased directly from Apple. Any claims submitted that do not substantiate the use of genuine Apple parts procured directly from Apple will be declined. Service Providers can only procure Service Stock from Apple via GSX. Service Providers are prohibited from reselling, or providing free of charge, Service Stock to unauthorized entities or unauthorized Service Locations. Apple may take action, up to and including contract termination, against Service Providers in violation of this policy.

On occasion, Apple may be unable to fulfill Service Stock that is identical to the original that needs replacing. In that event, Apple may fulfill the request by providing replacement Service Stock of equal or greater functionality to the original Service Stock.


WW 2011 v1.1 18

4.7.1 Using Service Stock for Customer Upgrades: Upgrades using Service Stock must be conducted as part of a service event. That is, Service Stock may be used for upgrade only when the Product has been brought to the Service Provider for repair. A Service Stock upgrade part can be offered if the Customer has a component that matches a currently offered Service Stock upgrade part.

A Service Stock upgrade part can also be offered if the Customer is in for service for a separate failed component. Parts for upgrade must be purchased as stock; Apple does not provide part, labor, Onsite or Mail-In reimbursement for stock parts and a KBB return is not required.

Finished Good Parts: From time to time, Finished Good upgrade parts/kits are available through AppleCare. These parts/kits typically carry an “M” part number designation. These parts can be purchased via GSX as stock only and typically must be installed by an Apple Service Provider. These parts/kits are not restricted to resale as a component of a service event.

4.7.2 Consequences of Using Non-Apple Parts for Repairs

Service providers are required to use genuine Apple Service Stock for non-Covered Repairs. If parts are used for a repair which have not been purchased directly from Apple, these will not be covered by Apple during future repair events.

If compensation has been paid to a Service Provider in error as part of a Covered Repair and Service Stock provided by Apple for that Covered Repair is not used for the repair, the compensation and value of the Service Stock provided will be charged to the Service Provider’s account.

4.7.3 Expedited Service Fees Customer may never be charged a fee for a Covered Repair unless for expedited service delivery above and beyond the performance requirements specified in the Service Provider response time goals stated under Repair Turnaround Time below, or in a custom Agreement. If the actual service delivery meets or exceeds the normal service level, any expedited service delivery fees must be refunded.

4.8 Performance Requirements Apple requires that Service Providers adhere to the performance standards set forward below. Consistent failure to achieve the performance goals described herein is grounds for Service Provider de-authorization.

4.8.1 Customer Information RequirementsService Providers are required to obtain the Customer’s name, address, telephone number and email address for each repair.

4.8.2 Customer Satisfaction SurveysService Providers are required to provide customer email addresses for the purpose of Apple submitting a survey to the customer on their satisfaction with the service provided. Service


WW 2011 v1.1 19

Provider shall include on the document that customer signs to authorize service, sections for the customer to insert their email address.

Service Providers are required to include the following statement in close proximity to the relevant sections on the written estimate:

“The following requested personal information (name, address, telephone number and email address) are necessary to proceed with the request for service. Your email address shall be transferred to Apple for the purpose of submitting to you a survey on your satisfaction for this service. This will be treated by Apple in accordance with Apple's Privacy Policy (www.apple.com/legal/privacy) and will never be used for marketing purposes. By providing your email address you consent to this transfer and use by Apple for this purpose.”

The survey is generated based on set criteria, so it is important to note that not every customer is surveyed every time they have a support related event. Additionally, Apple respects our Customer's privacy, and adheres to our Privacy Policy stated on the Apple website as well as any country specific policies when surveying customers.

Only end user Customer email addresses should be placed in the field within GSX. Email addresses of service providers, employees of service providers, etc. should not be entered unless the service provider or employee is the owner of the unit. Customers that choose to opt out of providing their email address should be indicated by placing the email address of "[email protected]" in the email address field within GSX.

As part of the account review process outlined in the ASPM, Apple may review the accuracy and validity of email addresses on a periodic basis.

Customer Satisfaction Survey PerformanceAppleCare’s goal is to maintain a Customer Satisfaction score of 90% or more, based on data from the Customer Satisfaction surveys described above. Service Providers are expected to share this goal and work with Apple to achieve it. Apple will share relevant data regarding Customer Survey results with Service Providers as described in the article Customer Satisfaction Survey FAQ.

4.8.3 Objective Performance Metrics AppleCare’s mission statement calls for increased customer delight and operational excellence. In support of these directives, Apple measures the performance of both the Service Provider and Apple against the four objective criteria detailed below.

First-Time Fix (FTF) The FTF metric represents the average number of units successfully repaired on the first attempt. Serial numbers that loop back into a Service Location for a failure in less than 30 days from the date the repair was marked complete are called repeat repairs. Repeat repairs can negatively impact your FTF rating.

Repair Turnaround Time (REPTAT) The REPTAT metric indicates how quickly Products that require service are returned or available to the Customer following repair.. The metric represents the average number of days from the time a Customer requests service (GSX creation date) until the time the


WW 2011 v1.1 20

http://www.apple.com/legal/privacy)

http://www.apple.com/legal/privacy)

http://www.apple.com/legal/privacy/


mailto:[email protected]






Service Provider marks the transaction complete (GSX marked complete date). Apple and the Service Provider share responsibility for execution of REPTAT within the goals shown in the table below. Service Provider’s response time goals are reflected in the right-hand column, below:

Repair Type Service Provider Response Time Goal

Carry-In service Delivery 1) Diagnose and order Service Stock in GSX within one business day of receipt of repair. 2) Repair Product, call Customer for pick up and mark the repair complete within two business days of receipt of Service Stock.

Indirect Onsite service Delivery

1) Diagnose and order Service Stock in GSX, and Schedule Onsite visit within one business day from notification of repair. 2) Schedule Customer Onsite repair upon receipt of Service Stock. Repair appointment shall not exceed 3 business days from part receipt. 3) Complete repair at Customer location, and mark complete in GSX within three days of part receipt.

Direct Onsite service Delivery

1) Call Customer and schedule appointment within 4 hours of receiving notification from Apple 2) Within one business day of receipt of Service Stock complete repair at Customer’s location, and mark complete in GSX.

Note: Where Onsite travel reimbursement applies, Apple pays only one travel reimbursement per day, per location. If duplicate travel claims are paid for repairs conducted on the same day at the same location, Apple will debit overpayment amounts. Travel reimbursement for Onsite service is not available in all regions.

Parts Per Repair (PPR) This metric represents the average number of Service Stock parts ordered per repair within a given fiscal month. It provides visibility into the effectiveness of the Service Provider’s diagnostic and repair practices. Having adequately trained technicians and spare Service Stock Parts to correctly diagnose repairs will decrease the ordering of unnecessary parts. Ordering and using the minimum number of necessary parts per repair drives Operational Excellence by reducing the cost of inventory management.

Note: All Apple-provided information concerning diagnostics should be treated as recommendations only. It is the responsibility of the Service Provider to exhaust all possible diagnostic options to reduce the number of parts required to perform the repair. All Knowledge Base Articles, Service Manuals, and information provided by Support Agents are guidance only and are never grounds for exemption from ACSE -PPR Scoring.

Known Bad Board Turnaround Time (KBBTAT) KBBTAT measures the average number of days from the time a KGB is shipped from Apple until the KBB is returned. Prompt return of Apple Service parts drives Operational Excellence by allowing Apple to quickly replenish Service Stock for future orders. The prompt return of Service Stock is required for labor compensation. Service Providers are required to return all parts (KBB, KGB, Diag) to Apple in their next available return shipment after completion of the repair.


WW 2011 v1.1 21

For more details on returning parts, please refer to Exhibit D: Parts Management and Transactions.

4.9 Changes to Company Name and/or Service Locations Service Providers must notify Apple 30 days in advance of adding or closing Service Locations or making any changes to the Service Provider’s company name, address, phone, fax, e-mail, bank account or contact data. For details, refer to the Knowledge Base Article Service Provider Company and Location updates.

Approval of any change is at Apple’s sole discretion, and subject to a site review. In the event of new ownership, Apple’s service authorization can only be transferred with prior written approval from Apple. During any period of transition from one location to another, Service Providers are required to maintain the same facilities and service capabilities specified in this manual.


WW 2011 v1.1 22



Section 5. Consideration 5.1 Compensation

Apple compensates Service Providers for the labor associated with Covered Repairs on selected Apple Products. Labor compensation is not paid on Can Not Duplicate issues (CND), re-seating of certain parts or software configuration related issues. For complete details on non-Covered Repairs, please refer to Exhibit F: Coverage and Eligibility.

Service Providers are paid a fixed labor compensation to exchange modules, replace parts and make authorized adjustments on each Covered Agreement. The reimbursement amount is governed by the the applicable Labor Tier and the criteria set forward in Exhibit I: Compensation.

5.2 Terms relating to Apple CreditThe specific terms assigned to an account are referenced on each invoice. Credit invoices are available immediately and should be utilized as soon as possible. Debit invoices must be cleared from the account before the due date specified on the invoice. This may be done either through a payment, or if sufficient credit is available, by placing a request with the Apple Accounts Receivable representative to have available credits applied against the debit invoice.

Service Providers are liable for payment to Apple for all service-related orders requested by individuals representing their Service Location. Service Providers are liable for payment of service-related orders placed via GSX. It is the responsibility of each service provider to ensure that individuals from their Service Location(s) have the authority to request service-related purchases and/or repairs from Apple.


WW 2011 v1.1 23

Exhibit A: Service Provider Program Benefits 1. Program Benefits

The Service Provider Program benefits include the use of service logos in authorized Service Locations, access to Apple-provided online tools and the right to copy Apple Service materials for internal use by service personnel. These benefits are subject to change or discontinuance at any time.

1.1 Service Logos Apple provides Service Providers with service logo materials and guidelines for using such. Before using the Apple Authorized Service Provider logo, Service Providers must read and comply with the complete Apple Identity Guidelines indicated in the relevant Knowledge Base article.

1.2 Global Service Exchange (GSX) GSX, Apple’s parts order management system, is utilized to manage repairs and services performed by Service Providers. The use of GSX is subject to the terms and conditions contained within the GSX application.

1.2.1 Latin America and the Caribbean - variationIn Latin America and the Caribbean, the Warranty Claims system (WCS) replaces GSX for transaction management. Throughout the Service Provider Manual and associated documents, Latin American Service Providers should assume when GSX is mentioned that the Warranty Claims system is the correct tool.

1.3 AppleCare Service Source AppleCare Service Source contains links to the following troubleshooting and repair resources for Apple products, as well as Authorized Service Provider Program information.

• Service Manuals and Technician Guides - Comprehensive product information including take-apart, upgrade and repair procedures, basic servicing information, troubleshooting flow charts, product specs, adjustment procedures, and exploded view diagrams with part numbers.

• Service Provider Manual - Comprehensive information regarding the program• Diagnostics Tools - advanced troubleshooting and testing tools for Apple products. • AppleCare Service News - Bulletins about new or revised service programs and policies• Live Web Chat with Apple (see Exhibit K: Support Resources for details)• GSX - Parts order management system and first point of contact for Service Providers in

their business dealings with Apple• GSX Web Services - API support for integration of GSX with Service Provider’s repair

tracking system

1.4 AppleCare Knowledge Base The Knowledge Base, Apple’s official technical support database, contains product descriptions, specifications, compatibility information, troubleshooting advice, system expansion, and hardware and software upgrade information.


WW 2011 v1.1 24



1.5 Right to Copy Service Provider Program benefits include the “right to copy” Apple Service materials solely for the purpose of fulfilling their obligations under the Service Provider Agreement. This includes sharing materials over a network and copying information to a CD, hard drive, and other media. These materials are intended only for internal use by service personnel, contractors, and agents in support of delivering quality Apple Service. Though copies may be used when providing Onsite service, they may not otherwise be distributed outside of your authorized Service Location, or given to Customers or other organizations.


WW 2011 v1.1 25

Exhibit B: Service Provider Certification Requirements 1. Authorized Service Technician Requirements

Apple requires that each authorized Service Location conduct all system diagnostics and repairs with authorized Service Technicians who have the appropriate Apple Service certifications. Technicians must be certified in each Product group in which they perform repairs.

Apple Certified Macintosh Technicians (ACMT) are certified to repair Apple desktop, portable, and server Products.

Each authorized Service Location is required to maintain at least one unique ACMT for every 30 repairs completed per week to meet Apple’s required staffing level.

The Apple Service Training website provides detailed information about Apple Service Certification, registering for exams, and exam fees.

1.1 Certification Requirements To become certified to repair Apple desktop or portable Product, Apple requires Service Technicians to successfully complete both a software and hardware exam at an authorized Apple Training Center or Prometric Testing Center.

Apple Certified Macintosh Technician (ACMT) : The ACMT certification requires Technicians to successfully pass a Mac OS exam (software) and the Apple Macintosh Service Exam (hardware).

Hardware Exam: There is one hardware exam:

• Apple Macintosh Service Exam

Software Exam: There is one software exam:

• Apple Mac OS X Service Exam For more information on these exams, see the Apple Certifications website.

Training Resources: Authorized Service Providers have access to Apple desktop, portable and new Product self-paced training from Apple Service Training via GSX. This training is available to help Service Technicians prepare for certification exams and keep apprised of new Apple product courses. Self-paced training is also available to Service Providers to help prepare for the Mac OS X exam.

1.2 Technician (Tech) ID A Tech ID is a number assigned from the Apple Certifications website for identification purposes. A Tech ID is required to register for any Apple Service certification exams. Tech IDs are also required to create a repair in GSX.


WW 2011 v1.1 26

http://certifications.apple.com/




Technicians must use the same login information for both the Certifications website and GSX to ensure their certifications are correctly recognized.

The Apple Certifications website helps Technicians track and manage their Apple Service certifications as well as any other Apple certifications.

1.3 Re-certification Requirements To remain certified to repair Apple products, Technicians must take hardware re-certification exams each year prior to the expiration of their current certification.

Note: A Mac OS re-certification exam may be required if a newly released Mac OS version significantly differs from the previous version. • Re-certification exams consist of questions on Apple Technology and products introduced

in the 12 months prior to the re-certification date • You must provide a credit card to register and pay for recertification exams • Technicians who do not complete a re-certification exam(s) by the expiration date of their

service certification will not be eligible to perform repairs • Technicians may take a re-certification hardware exam up to 90 days after their service

certification expires • Technicians who wait more than 90 days after their service certification expires must

retake all service certification exams

1.4 Exam security and integrityApple expressly reserves all rights and remedies available at law or in equity arising out of a breach of the Apple Certification Program Agreement or any infringement of Apple’s intellectual property rights connected to Apple certified exams. If Apple determines that a Service Provider has acted illegally or unfairly in connection with an Apple certification exam, Apple may terminate its Service Provider Agreement immediately.


WW 2011 v1.1 27

Exhibit C: Apple Ethics and Privacy Policies1. Apple Supplier Responsibility and Privacy Policies

Underlying the way we do business at Apple is one fundamental principle: use good judgment. Service Providers will comply with the Apple Supplier Responsibility Policy and Apple’s Privacy Policy. These policies establish the basic legal and ethical parameters under which Apple and all Service Providers must operate.

1.1 Handling Customer Data Service providers must respect all Customer data and handle it in accordance with Apple’s Privacy Policy. Special care must be taken to ensure that Customer data is not disclosed to any third party, and therefore any refurbished media that contains Customer data must be completely removed or erased prior to any redistribution.


WW 2011 v1.1 28

http://www.apple.com/supplierresponsibility/

http://www.apple.com/supplierresponsibility/







Exhibit D: Parts Management and Transactions Introduction

This exhibit outlines the handling of parts and the movement of parts to and from Apple. Topics covered include:

• Identification of Service Stock types and other relevant information• Ordering Stock Parts• Ordering Parts for Repairs• Parts delivery from Apple to Service Provider• Parts return from Service Provider to Apple• Exception processes - Good Part Returns, DOA Parts, Demo products, etc.

1. Service Stock Types: Module, Replacement, Other Three types of Service Stock are available to complete a repair: Modules, Replacement Parts, and Other Parts. Service Stock can be ordered during a Repair or as a Stocking Order. Ordering information for Service Stock is listed below.

Modules Replacement Parts Other Parts

Eligible for repair coverageThe defective part must be returned when ordered during a RepairExample: Main Logic Board, Superdrive

Eligible for repair coverageReturn of the defective may be required during a RepairIf no return is required, the defective part should be disposed of in accordance with local regulations, where applicable Example: Power cables, Modem cables

Not eligible for repair coverage The defective part should be disposed of in accordance with local regulations, where applicable Do not normally fail due to material or workmanship issuesExample: screws, plastics

1.1 Module types: Known Good Board and Known Bad BoardDefective modules (Known Bad Boards-KBB) are repaired by Apple and placed back in the good parts inventory (Known Good Boards--KGB). Where applicable, Service Providers are expected to capture module serial numbers on both KBB and KGB for entry into GSX during a repair event.

Note: It is of critical importance that Service Providers do not represent to the Customer that Service Stock parts shall be new. Parts or products provided by Apple for service may be new or equivalent to new in performance and reliability and must be represented as such to the customer.

2. Service Stock Part Numbers, Pricing and Availability

2.1 Finding Part NumbersA complete listing of the modules, replacement parts, spares kits, and service training courses offered by Apple is available online via GSX.

2.2 Module pricing All modules have two prices - an Exchange price and a Stock price. The Exchange price is less than the Stock price because it is contingent upon the return of defective modules, i.e.


WW 2011 v1.1 29

KBB, to Apple within the specified return window. For more information, refer to: Exhibit I: Compensation All prices are subject to change without notice.

2.3 AvailabilityModule availability is listed in the details for a specific part number. Availability prior to ordering is listed as “In Stock” or “Out Of Stock.” Once the order is placed, a specific ship date will be listed in the repair details.

3. Ordering Parts: Repairs and Stocking Orders

3.1 Stocking OrdersService Providers may order Service Stock without creating a Repair by placing a Stocking Order on GSX. Modules, Replacement Parts and Other Parts can all be ordered via Stocking Orders. Stocking Orders are shipped immediately, subject to availability of Service Stock. Modules ordered on service Stocking Orders are invoiced for the full stock price. KBB returns are not accepted on Stocking Orders.

Note: Service Stock ordered via a Stocking Order is not eligible for Good Part Return.Note: Service Providers must not represent modules as ‘new.’ Some modules may be refurbished or remanufactured.

3.1.1 Shipping charges for Stocking OrdersA shipping charge is added to all Stocking Orders on a per shipment basis. Please see Process for Returning Service Parts to Apple for details of charges.

3.1.2 Cancellation of Stocking OrdersService Stock is usually picked and ready to ship within one working day, so order cancellation is not possible on GSX. However, order cancellation requests are handled by Service Provider Support, on an exception basis only. If a part is on back-order at the time of order submission, it is possible the part order can be cancelled, however it is not guaranteed.

Before placing orders, obtain authorization from your Customer to proceed with any order, and verify that you are ordering the correct parts.

3.2 Repairs When repairing an Apple product, create one new repair for each serialized product to be serviced. If replacing multiple parts from one system, order all parts against a single repair.

Note: When applicable, warranty compensation is paid for each repair session, not for each module. One labor credit is generated per repair, not per part used. Labor payment is subject to all required Service Stock items being returned within the specified return window and the repair being marked complete in GSX at the end of the repair process. Service Providers are paid the highest individual labor rate associated with the Service Stock ordered during each repair.

Additional Service Stock parts can be added to an existing repair, as long as the repair has not yet been marked complete. Repairs where the number of parts ordered is considered above the required number may be referred to Technical Service Provider Support for additional consultation before continuing. Upon creating a new repair, GSX automatically determines warranty coverage for the serial number entered. GSX provides up-to-date


WW 2011 v1.1 30



warranty status, as well as providing the number of days remaining on warranty for a given product.

3.2.1 Service Stock types in Carry-In repairsGSX allows for different part types to be ordered on one Carry-In repair - modules, replacement parts, and “other” parts - with warranty determined for each part. For example, if a Product that is eligible under a Covered Agreement requires a module for the repair, that module will be covered by Apple (providing the defective module is returned within the specified return window). If an “other” part, such as a package of screws, is also needed to repair the same product, the ”other” part can be included on same repair and a debit invoice will be issued for the stock price of the ”other” part. Complete information about creating repairs and ordering parts is available via the Service Provider Essentials training materials.

3.2.2 Cancellation of Service Stock parts orders during a RepairService Stock orders are usually picked and ready to ship within one working day, so cancellation is not possible via GSX. However, order cancellation requests are handled by Service Provider Support, on an exception basis only. If a part is on back-order at the time of order submission, it is possible the part order can be cancelled, however it is not guaranteed.

Before adding parts to a Repair, obtain authorization from your Customer to proceed with repairs, and verify that you are ordering the correct parts.

3.2.3 Diagnostic Codes and Module Serial NumbersDiagnostic tools are provided by Apple to assist Service Providers in identifying certain failures; these tools produce diagnostic codes. Certain modules also carry serial numbers which are essential for tracking modules and repairs. Service Providers are required to capture these diagnostic codes and module serial numbers and enter them in the appropriate fields in GSX during each repair. Failure to enter diagnostic codes or module serial numbers (when required by the repair) will result in the forfeiture of labor payment for the service.

3.2.4 Shipping charges for RepairsA shipping charge is added to non-Covered repairs on a per shipment basis. Please see Process for Returning Service Parts to Apple for details of charges in your region.

4. Parts Delivery From Apple To Service Provider

4.1 Unpacking Match the part to the relevant repair and place together if possible upon arrival. Leave exchange modules unopened in the original package until the module is used. Carefully examine how the Apple product or exchange module is packed when you begin unpacking it. Save the packing materials and the packing slip. Information from the packing slip (which is permanently attached to the box) is required for a claim if the module or the replacement part is DOA.

4.2 Parts Delivery Delivery durations from Apple to Service Provider vary depending on country/region.


WW 2011 v1.1 31



Check Process for Returning Service Parts to Apple for details of delivery timings in your area.

4.3 Condition of KGBs

The following criteria applies to the cosmetic appearance of KGBs that Apple ships to Service Providers:

• Any portion of a module that is visible (on the exterior of a product) to the Customer when installed may contain minor surface scratches and/or dents.

• Any portion of a module that is not visible to the Customer when installed must meet the following stated criteria at a minimum:

Board Assemblies (PCB) - Missing pads are allowed as long as the following conditions exist:

• No traces connect to the missing pad. • A good solder joint is visible on any component or wire that connects to the

location. - Flux Residue: Flux residue may exist. - Missing solder mask on both the circuit and component side of the board is

acceptable. - Rework jumper wires may appear on either side of the board. - Gold-plated contact fingers must be free of solder for a minimum of .20 inches

from the leading edge of the bevel.

Power Supplies- Surface scratches are acceptable as long as the casing shape is not deformed. A

surface scratch is defined as any mark or impression on the casing surface.- Minor dents/bends in the casing up to one-half (-5) inch in diameter are

acceptable provided they do not affect fit and function. The power switch and cord side shall be free of dents/bends. Any dents/bends in excess of one-half (-5) inch are unacceptable.

5. Known Bad Board (KBB) ReturnApple ships KGBs to Service Providers when a replacement module is ordered via GSX. Apple requires the return of a defective (KBB), or an unused good module (GPR), within the goals specified for your region, which can be found in Process for Returning Service Parts to Apple.

When more than one module is requested on the same order, but shipped separately, the return window for all exchange modules associated with the order is calculated according to the ship date of the last module shipped.

However, If you add a part to an existing repair at a later date, the return window for that part is calculated separately from the return window of the original Service Stock ordered.

5.1 Criteria for Returning KBB Modules Apple requires that for all service transactions all KBB modules be returned within the specified return window in order to:

• Receive full warranty compensation for Covered Repairs • Receive exchange pricing for non-Covered repairs.


WW 2011 v1.1 32





Modules that are returned beyond the specified return window will be assessed a late fee. All modules must be returned in the original packaging in which the good part was sent.

Defective modules which show signs of modification, accidental damage or abuse are not eligible for return. They should be marked as accidental damage (abuse) on GSX and disposed of appropriately. Defective module returns which are not identical to the shipped part or contain additional items will be rejected. Apple is not responsible for the return or condition of rejected modules.

The Parts Lookup function in GSX provides detailed requirements for exchanging specific modules. When a defective module is non-repairable, discard the defective module, mark as accidental damage (abuse) on GSX and charge the Customer the Stock price for the part. You may order another service stocking module if you wish to replenish your service inventory. The repair is completed in GSX when the Service Provider informs Apple there is no KBB to return and marks the repair complete.

5.1.1 Module Exchange Eligibility Modules exhibiting any of the following symptoms may not be returned to Apple:

• Liquid damage, e.g. Evidence of spillage: oil, soft drinks, coffee, or any foreign substance• Cracked, broken, or burned PC boards• Blown ICs/components with damaged substrates• Lifted traces/pads caused by unauthorized soldering or other modifications• Evidence of attempts to rework the power supply at the component level (except for

switch replacement)• Missing components and/or parts• Non-Apple product• Disk drive head carriage wires exposed, nicked, or cut• Disk drive load pads containing any foreign substance• A module missing or containing the wrong configuration of ROM or RAM or any

proprietary part • Damage caused by improperly packaged modules • Modules containing extra parts (for example, DIMMs)

5.2 Module Identification

5.2.1 Module IdentificationA part is determined to be mismatched if it does not match the KGB that was shipped to the Service Provider (excluding Apple Authorized substitutions). For example, if a 120Gb HDD is ordered, a 120Gb HDD must be returned. To avoid this situation, you must:

• Order the correct part that exactly matches the KBB from the Customer’s Product.• Return the KBB from the Customer’s machine to complete that transaction correctly. • Return the good module that you ordered on your first attempt as a Good Part Return.

5.2.2 Module Serial NumbersService Providers are required to capture the KGB and KBB serial numbers of certain modules as part of the repair documentation and enter into GSX. It is essential that this


WW 2011 v1.1 33

http://gsx.apple.com/

http://gsx.apple.com/

information is captured during the repair process. Barcode scanners are available from Apple to enable fast and accurate module serial number capture.

Note: If the Customer has already removed their product from your shop, you must contact the Customer and have them return the product to correct the mistake. Please ensure these corrective actions are accomplished within the specified return window. Apple is not responsible for service provider module or serial number identification errors.

5.3 Returning accidental damage/abuse itemsApple charges the full stock price for modules when KBB modules are returned with accidental damage/abuse, even if the modules are returned within the specified time period.

When returning modules with accidental damage/abuse, you must indicate the modules by selecting the ‘Accidental damage/abuse’ box next to the part when creating the repair in GSX.

5.4 Data RecoveryService Providers are advised to discuss the issue of data recovery with Customers before beginning a repair. KBB parts cannot be retrieved after return to Apple. Information regarding the facilitation of data recovery can be found in this Knowledge Base article.

6. Good Parts Returns (GPR)Good Parts Return (GPR) allows Service Providers to return good, unused modules to Apple. The majority of Apple modules ordered on Covered repairs and non-Covered repairs are eligible for Good Parts Return. Parts excluded from GPR include consumables (batteries), input devices (such as mice and keyboards), and whole products such as iPods, where applicable. Stocking Orders are not eligible for Good Parts Return.

GPR items must be returned to Apple within the specified return window. Service Providers must use GSX to facilitate a Good Parts Return. Good Parts must always be returned in their original packaging.

Note: You must update your repair to request a Good Part Return in GSX before shipping back to Apple in order for the warehouse to receive the part as a good module. Locate the repair in GSX to select the GPR option. Full guidance is available in the Service Essentials training materials.

6.1 Usage Types Using Good Parts Return, a service provider may return most modules (661 part numbers) with usage types other than Known Bad Boards (KBB) on service repairs. The two types of Known Good Boards (KGB) are:

Unopened Box (UOB) Examples:• Module was not needed for Carry-In or Onsite repair • Customer cancelled repair prior to receipt of module

Diagnostic (DIAG) Examples: • Module was installed but did not correct issue • Customer cancelled repair after module was installed and issue isolated.


WW 2011 v1.1 34





7. Dead on Arrival Parts Returns (DOA) A part or module is considered DOA (Dead-On-Arrival) if inoperable when placed in a product for the first time. In the event that a part is DOA, submit a Parts DOA claim in GSX and repair the Customer’s product with a new good part on the same repair. Return the defective part to Apple where applicable.

Note: DOA Parts must always be returned to Apple in their original shipping box.Note: Apple does not provide labor compensation for Parts DOA. Parts DOA and Repeat service claims for modules require the return of the defective part within the specified return window for warranty acceptance. Defective replacement parts are not returned. “Other” category parts that are inoperable on arrival require special authorization for replacement from Service Provider Support.

8. Return to Sender (RTS)Apple requires that service providers report the serial number of serialized modules reported for repair via GSX, and that they return this module to the warehouse as KBB. If the serial number of the KBB reported does not match the serial number of the KBB returned, Apple may reject the KBB and return this module to the service provider. Apple will provide a Problem Product Receipt Notice, detailing the reason for rejection and error code.

If the same KBB module is returned a subsequent time to the warehouse pursuant to the same mismatched order, Apple will retain the module and charge the remainder of the Replacement Value of the module provided plus any additional charges incurred by Apple in fulfilling the order for which the service provider is responsible.

9. Late Return Modules and RejectionWhen a module return of any type - KBB, DOA or GPR - is not received by the required return date, Apple debits your account with the appropriate charge. If the part is received after the required return date but before the final return date, the appropriate late return credit is issued to your account, subject to a restock fee. The restock fee is calculated by subtracting the Exchange price of the part from the Stock price and dividing the result by two.

If the part is received beyond the final return date, no credit will be issued. Apple always retains returned modules, whether or not they are returned late.

Details of the required return date and final return date for your region can be found in the Knowledge Base article: Process for Returning Service Parts to Apple.

To ensure compliance with Apple’s module return policies, Apple recommends that you complete the repair and seek to return modules and parts within 48 hours of good part receipt.

9.1 Late Modules for Repairs Covered by Warranty or Service Agreement The following scenario applies to invoicing behavior when a covered exchange module is returned late (after the specified return window):

• At +1 days from the required return date, the full stock price of the part will be billed to your account.

• If the part is returned between the required return date and the final return date, a late return credit, minus the restocking fee, will be issued to your account.


WW 2011 v1.1 35



Example: • The stock price of Part X is $100 and the exchange price of Part X is $75. • On return date+1, Part X has not been returned, so your account is invoiced $100

(full stock price). • You return Part X late, but before the final return date, so a late return credit for

$87.50 ($100 stock minus $12.50 restock fee) is issued back to your account.

9.2 Late Modules for Non-Covered Repairs The following scenario applies to invoicing behavior when a non-covered exchange module is returned late:

• Your account is charged the exchange cost of the part when it ships.• At +1 days from the required return date, the difference between the stock price and

exchange price is billed to your account.• If the part is returned between the required return date and the final return date, a late

return credit, minus the restock fee, will be issued to your account.

9.3 Module Rejection CodesKBBs that are rejected by the warehouse are returned to the Service Provider with a KBB error code included on a Problem Product Receipt Notice. Refer to the table below to determine the reason for rejection and the appropriate corrective action.

KBB Error Type Reason For Rejection Corrective Action Type

KBB Incorrect Address

KBB was returned to incorrect address

Return exchange modules to the correct address

KBB Multi Pack Multiple exchange modules were packed and returned in the same box

Return modules shipping only one part per box

Misidentified module All exchanges must be like-for-like unless specified otherwise in the warranty return section of the part description on GSX.All exchanges must be like-for-like unless specified otherwise in the warranty return section of the part description on GSX.

Unauthorized Modification

KBB was modified and does not meet Apple’s KBB specifications.Non-Apple parts are not acceptable exchangesKBB was modified and does not meet Apple’s KBB specifications.Non-Apple parts are not acceptable exchanges

Received an empty box

KBB box was emptyKBB box was empty

Cracked, burned, or damaged

Apple only accepts exchange modules that are able to be refurbished. This part was cracked, burned or damaged in such a way that it is beyond repair. Such damage is not covered under warranty and is not eligible for exchange.

Apple only accepts exchange modules that are able to be refurbished. This part was cracked, burned or damaged in such a way that it is beyond repair. Such damage is not covered under warranty and is not eligible for exchange.

Missing or wrong ROM

The ROM on the KBB was missing or incorrect. This part may require certain ROM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.

The ROM on the KBB was missing or incorrect. This part may require certain ROM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.

Missing or wrong SIMM

The SIMM on the KBB was missing or incorrect. This part may require certain SIMM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.

The SIMM on the KBB was missing or incorrect. This part may require certain SIMM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.


WW 2011 v1.1 36

KBB Error Type Reason For Rejection Corrective Action Type

Missing or wrong RAM

The RAM on the KBB was missing or incorrect. This part may require certain RAM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.

The RAM on the KBB was missing or incorrect. This part may require certain RAM to be attached when it is returned. See the Warranty Return Notes for this part in GSX for details.

Improper packaging KBB was packed improperly, which may have resulted in damage.KBB was packed improperly, which may have resulted in damage.

10.Parts Delivery from Service Provider to Apple

10.1 PackagingModules must be packaged in the original packaging (or identical packaging) received from Apple. If for some reason Apple packaging is unavailable, use material that duplicates Apple’s packaging so that modules are protected from shipping damage and electrostatic discharge (ESD). Under no circumstances should “popcorn” or flow-able dunnage material be used as a substitute.

If the original Apple packaging is unavailable, follow these guidelines:

• Place the module in a static-shielding bag to prevent ESD damage.• Use a shipping box with dimensions that allow adequate padding all around the module.• Use plenty of foam so that the module is adequately protected.• A new return shipping label must be attached to the box. This can be printed from GSX.

10.2 Shipping Parts to AppleThe process for shipping parts back to Apple is described in the Knowledge Base article “Process for Returning Service Parts to Apple”.

11. Demo Products All product used for demonstration purposes is owned by the Service Provider. If the product fails within the warranty period, the repair is covered by Apple under the Apple One-Year Limited Warranty. When a demonstration product is sold to a Customer, it cannot be sold as new. The Apple One-Year Limited Warranty begins when the Product is sold to Service Provider by Apple. When a Customer purchases the demonstration product, the warranty balance is transferred to the Customer.

All product needing repair that is owned by the Service Provider or used for demonstration purposes, needs to be designated on the GSX order in the second address line. Service Provider is required to attach Proof of Purchase to their repair documentation.

12. Vintage and Obsolete Product Groups Every quarter, Apple reevaluates the service strategy for older, discontinued products.

12.1 Obsolete Products Obsolete products and their associated parts (modules, replacement parts, and Other parts) are products that were discontinued more than seven years ago and are no longer available for sale. Apple does not accept or ship any orders for obsolete products.


WW 2011 v1.1 37



12.2 Vintage Products Vintage products are those that were discontinued more than five and less than seven years ago. Apple discontinues hardware service for vintage products in all regions except those where required by applicable law.

13. Disposing of CRTs/LCDs and Recycling Batteries Worn-out CRT and LCD assemblies and dead batteries cannot be thrown away with household trash because they contain hazardous materials. Dispose of these materials in accordance with your local hazardous waste ordinances.


WW 2011 v1.1 38

Exhibit E: Customer Care and Repair Flow Requirements

1. Service Repair TypesAs described in Section 3, there are three Repair Types which Service Providers may be expected to perform.

• Carry-In Service, which is covered in full in this exhibit• Onsite Service, which may be Direct or Indirect• Mail-In Facilitation Specific instructions regarding individual repair types can be found in the Knowledge Base.

In order to maintain the highest possible levels of Customer Satisfaction, Apple requires the following actions to be taken during every Repair event, regardless of the Repair Type.

2. Repair Flow Requirements

2.1 Record Customer Information and Product informationGather the following Customer contact and Product data for entry into GSX:

• Customer Name and Address • Customer Phone Number• Customer E-mail Address• Date and Time the unit arrived with the Service Provider• Product Serial Number • Customer Passwords (if required) • Details of any accessories left with the unitAccurate customer information is critical. The information should be consistent with details of the registered owner of the unit. Failure to enter valid customer information may result in the reclaim by Apple of any compensation paid for the repair.

Accurate Product information is also essential. Mistakes in entering Product Serial Numbers can be avoided by using a Barcode Scanner to capture information.

2.2: Troubleshoot and document failureVerify and thoroughly document the failure with the Customer present. Gather as much information as the Customer can offer (symptoms, perceived issues, passwords, backup availability, etc).

2.3 Validate Repair coverage and eligibilityIf the Product requires hardware repair, you must determine if the repair is covered under Apple’s Limited Warranty, an Extended Service Agreement or any Special Coverage Exceptions. Use GSX to validate the repair’s entitlement.

2.3.1 Repair TypeEnsure that the repair type being requested is available in your region. If it is not, advise the customer of the options that are available to them.


WW 2011 v1.1 39







2.3.2 Resolving Coverage disputesIn the event of a coverage dispute, the Customer must provide the Proof of Purchase Certificate or a copy of Proof of Coverage for an AppleCare Extended Service Agreement prior to delivery of Covered Repair Service.

2.3.3 iPod Carry-In Exchange Service (EMEA, AUS/NZ/PI, Asia-Pacific and Latin America)If screening determines the problem is not pertinent to an iPod hardware failure, or that the hardware failure is due to customer misuse or abuse, you must not return the iPod to Apple.

For further information on processing Customer Proof of Purchase and Coverage Validation, please refer to: Exhibit F: Repair Coverage and Eligibility.

2.4 Provide Written Estimate and estimated Time to RepairProvide service documentation containing a written estimate for service, and set expectations for any additional charges associated with out of warranty items, accidental damage, data transfer, data back up, expedited service, etc.

Provide the customer with an estimated time to repair according to the service delivery goals. Details of the requirements for service documentation can be found in Section 4: Authorization Requirements.

Note: Customers may not be charged a fee for a covered repair unless it is for expedited service delivery above and beyond the service level agreement outlined in this manual. If the actual service delivery meets or exceeds the normal service level then any expedited service delivery fees must be refunded.Note: Service Providers can find information regarding the facilitation of Data Recovery in this Knowledge Base Article.

2.5 Obtain authorization for Repair service from the CustomerIf the customer agrees to proceed with the repair, have the Customer sign and date the estimate to authorize Repair Services. Keep this document in your records as required in Section 4.4.7.

2.6 Create the repair in GSXCreate the appropriate repair type within GSX on the same day the Customer drops off the Product.

2.7 Complete troubleshooting and diagnosis of the faultUsing any diagnostic tools provided as required by Apple, isolate the cause of the failure. Ensuring accurate diagnosis reduces time to repair and parts usage. If new information is discovered as a result of the additional testing which impacts on the estimate given to the Customer, notify them of any changes. Troubleshooting steps must be documented within the Repair information.

2.8 Perform the RepairWhen the required part(s) arrive, aim to perform the Repair on the same day. Follow Apple troubleshooting, take-apart and repair procedures as a guide when repairing a Product. Attention must also be given to the following:

• Verifying and updating the KGB and KBB module serial numbers in GSX, where applicable. KGB and KBB serial numbers must be entered when requested.


WW 2011 v1.1 40





• Obtaining the Customer’s agreement before proceeding with repairs that may result in data loss.

• Preserving the Customer’s system and communication settings. • Reducing the amount of work the Customer will have to do to restore the system

software. • Taking care when tightening screws to not over-tighten and cause damage. • Ensuring that the system passes diagnostic and operating system testing before being

considered repaired and returned to the Customer. • Protecting the Customer’s data and the physical appearance of the Customer’s Product.• Cleaning the Product before returning it to the Customer.

2.8.1 Mail-In Facilitation (United States and Japan only)Once the steps above have been completed, the Service Provider should prepare the Product for shipping. As part of that process, take the following steps:

• Disable any security software• Perform system backup, if requested by customer• Ensure the written estimate requirements are fulfilledFull information regarding Mail-In facilitation can be found in the Mail-in Facilitation article in the Knowledge Base.

2.9 Mark the Repair CompleteMark the Repair complete in GSX within 24 hours of the completion of the Repair event. This may not be the same day that any KBB are returned to Apple. Ensure that KGB and KBB serial numbers, along with any diagnostic codes, have been added. Failure to enter diagnostic codes or module serial numbers will lead to labor reimbursements on affected repairs being withheld.

Repairs that are not marked complete in GSX within the specified period will become ineligible for labor reimbursement. Service Excellence scores (where applicable) will also be impacted negatively.

2.10 Return Product to CustomerWhen the repair is complete, contact the Customer to inform them that their Product is ready and arrange for it to be returned to them as appropriate. For example, in the case of Carry-In service, Customers will be asked to return to the Service Provider to collect their Product.

Obtain the Customer’s signature to confirm that the repair has been completed and that they are satisfied that their Product is in working order. Have the customer date the document. Keep this documentation in your records, as required in Section 4.4.6.

Return the repaired Product to the Customer with a copy of their signed repair process documentation, which should include all the information described in Section 4.4.7.

2.11 Educate the CustomerWhere appropriate, recommend any or all of the following:

• Apple Online Resources• Anti-virus and security software


WW 2011 v1.1 41



• Preventive maintenance tips • Performance enhancement tips • Available Extended Service AgreementsAuthorized Service Providers are expected, at time of Customer pickup, to offer APP for all computers that don’t have APP attached and are eligible for APP (within 1 year of purchase).

2.12 Use of Courier ServicesWhen courier services are used for pick-up and delivery of units, the Provider is required to collect the following:

• Name of the courier company• Tracking number• Signature of the courier (when units are both dropped off and picked up)

3. Response Time Goals

3.1 Carry-In RepairsDiagnose and order parts in GSX within one business day of receipt of the Customer’s unit.

Repair computer, call Customer for pick up and mark the repair complete in GSX within two business days of receipt of part(s).

Service Providers are required to return all parts (KBB, KGB, Diag) to Apple via the next scheduled KBB pickup.

3.2 Mail-In RepairsDiagnose and create a Mail-In dispatch in GSX within one business day of receipt of repair.

Ship unit to Apple same day (if possible) or next business day.

Verify repair, mark repair complete in GSX and call Customer for pickup within one business day of receipt of unit from depot.

3.3 iPod Carry-In Exchange ServiceDiagnose and order the replacement iPod in GSX within one business day of receipt of the Product.

Call Customer for pick up and mark the repair complete in GSX within one business day of receipt of the replacement Product.

Service Providers are required to return all parts, including defective iPod units, to Apple via the next scheduled KBB pickup.

Specific additional information regarding iPod Carry-In Exchange Service can be found in the relevant Knowledge Base article.

3.4 Indirect Onsite ServiceDiagnose and order the part(s) in GSX, within one business day from notification of repair.

Schedule Customer Onsite repair upon receipt of part(s). Repair appointment shall not exceed two business days from part receipt.


WW 2011 v1.1 42





Complete repair at Customer location, and mark complete in GSX within two business days of part receipt.

Service Providers are required to return all parts (KBB, KGB, Diag) to Apple via the next scheduled KBB pickup.

More information on Indirect Onsite Service can be found in the relevant Knowledge Base article. For information on Direct Dispatch Onsite Service, please see Exhibit G.


WW 2011 v1.1 43





Exhibit F: Repair Coverage and Eligibility 1. Service Provider Obligations

At a minimum, Service Providers shall troubleshoot and facilitate Carry-In Repair Service for Covered Repairs without charge to their Customers.

If a repair or associated service is deemed outside the scope of Apple repair coverage, Service Providers may at their sole discretion charge a fee for associated labor and parts. For example:

• If the issue results from the use of any non-Apple hardware product • If the issue results from the use of any software product • If the issue results from accidental damage or abuse • If no trouble with the Apple hardware product is found • If the Customer requested data recovery or management

2. Repair Coverage: Part, Labor, and Travel Reimbursement Apple supplies parts and pays labor reimbursements for the repair of Apple Products covered under Apple’s Limited Warranty, Extended Service Agreements and special service exceptions. Additionally, in selected regions, Apple pays travel reimbursement for Covered Onsite Repairs conducted within a 50-mile radius of an authorized Service Location. Part, Labor and Travel Reimbursement are subject to the terms and conditions set forward in this exhibit and the remainder of the Service Provider Manual. Failure to comply with these terms and conditions may result in ineligibility for any or all reimbursements.

3. Coverage Types The following summarizes Limited Warranty types, Extended Service Agreements, and other special service exceptions. Under no circumstances shall Service Providers charge Customers for a Covered Repair. Repairs not covered by Apple are payable by the Customer.

3.1. Apple Limited Warranty The following describes Apple’s limited warranties:

3.1.1 Apple One (1) Year Limited Warranty Apple warrants its hardware Products (including Products refurbished by Apple) against defects in materials and workmanship for a period of one (1) year from the date of original retail purchase (see the Limited Warranty Statement and iPod Warranty).

3.1.1a Global Warranty Coverage for Selected Apple Products Selected Apple Products are eligible for service outside of the territory where they are purchased.

3.1.2 Apple 90-Day Service Parts Warranty: Limited Repeat Service, DOAs The Apple 90-Day Service Parts Warranty on all hardware Products is 90-Days from the date the part is installed in the Customer’s system, based on the information provided in GSX. Replacement Service Stock modules are included in this coverage. Modifications and damage caused by misuse or accident are not covered under the warranty. Replacement parts that are used for a Covered Repair under warranty will be warranted for the remaining


WW 2011 v1.1 44

term of Apple’s warranty or 90 days, whichever provides the longer coverage for the customer.

3.1.2.a Limited Repeat service Limited Repeat service applies when a Customer’s Product is repaired successfully, then has a repeat failure of the same part. For Service Stock modules that fail within 90-Days, create a repair in GSX. GSX will assign the proper coverage at the part level. Limited Repeat service applies in instances in which the Product was initially repaired and was in working order. The repair must be for the same serialized Product, and the same part number(s) on the same Product as the original service repair.

3.1.2b Parts DOA A Service Stock module is considered DOA (Dead-On-Arrival) if inoperable when placed in a Product for the first time. In the event that a part is DOA, submit a Parts DOA claim in GSX and repair the Customer’s Product with a new good part. Return the defective module to Apple.

Note: Apple does not provide labor compensation for Parts DOA. Parts DOA and Repeat service claims for modules require the return of the defective part within the specified return window for warranty acceptance. Defective replacement parts are not returned. “Other” category parts that are inoperable on arrival require special authorization for replacement from Service Provider Support.

3.2 Extended Service Agreements: Apple offers Customers repair coverage options that extend beyond the term of the Apple Limited Warranty. Consult the specific coverage information below for further details on these options:

3.2.1 AppleCare Protection Plan Extends repair coverage beyond the One-Year limited warranty up to three years (depending on product) from the date of original purchase for parts and labor. AppleCare Protection Plan also includes telephone support for select Apple-branded software as described in the APP Terms and Conditions document. Onsite service is also provided for certain Products, where applicable.

3.2.2 Extended Service Agreement Multi-year, Extended Service Agreements are custom designed to meet the needs of institutional Customers (schools, government, large business, etc).

3.2.3 Special Service Exceptions: Repair Extension Programs, CS Codes In the following situations, Apple may choose to cover a repair for a Product that is otherwise not eligible for coverage. All special service exceptions are at Apple’s sole discretion.

3.2.4a Repair Extension programs: Repair Extension programs apply when Apple decides to extend repair coverage beyond the original terms of the warranty. Repair Extension programs cover specific repairs on specific Products and are validated by serial number, product type, and special repair codes. For


WW 2011 v1.1 45

Products currently covered under Apple’s Repair Extension programs, refer to CP176: Customer and Repair Extension Programs.

3.2.4b Customer Satisfaction (CS) exceptions: Apple may grant an exception to a Customer to repair or replace a failed Product. Customer Satisfaction exceptions are validated in GSX by the serial number. Customer/Executive Relations exceptions are authorized by Apple only.

3.2.4c Apple-owned equipment: Apple reimburses selected Service Providers for repairs on Apple-owned equipment. Apple-owned equipment repairs are validated by serial number and special service codes.

4. Coverage Eligibility and Validation Before initiating a repair, Service Providers must verify that the Product qualifies for coverage. AppleCare will not compensate Service Providers for parts and labor on repairs that do not meet the criteria outlined in the Service Provider Manual. GSX will confirm coverage eligibility upon entry of the product serial number. If GSX indicates that the product is not within its warranty period or covered by an AppleCare Extended Service Agreement, you can upload acceptable documentation demonstrating otherwise. Proof of purchase documentation must be scanned and the soft copy uploaded into GSX before submitting the repair to Apple.

Note: In the event of coverage dispute, printed copies of coverage validation or the GSX repair confirmation page must be kept on file as proof of coverage documentation for a period of not less than five years.

4.1 Acceptable Proofs of Coverage Any of the following constitute acceptable proof of coverage.

4.1.1 GSX Eligibility Confirmation GSX automatically validates current coverage eligibility, both for the entire Product and at the part level. GSX will also validate coverage for AppleCare Protection Plan and other AppleCare extended service coverage. In the event that GSX does NOT validate coverage, any of the following are acceptable substitutes.

4.1.2 Proof of Purchase (POP) To be valid, a proof of purchase must meet the following criteria:

• The POP must be legible (screen shots are not acceptable) • The POP must include the following information:

- Date of purchase- Invoice or receipt number - Sale price - Reseller information and, if possible, the company seal or logo - Product Serial Number (if Serial number is NOT listed on POP write it in before

performing the Repair)


WW 2011 v1.1 46





4.1.3 Internal Sales Records If the Customer’s Product was purchased at the same business performing the service, a copy of internal sales records indicating the date of the original retail sale can be used for proof of coverage eligibility.

4.1.4 Service Provider ownership of ProductService Providers who wish to repair Product they own must include a Proof of Purchase with each Repair and identify the repair as being ASP Owned in the second line of the address fields on GSX (see Exhibit D clause 10).

4.2 Non-covered Repairs Repairs of Apple Products that are beyond the terms of an Apple limited Product warranty or Apple Extended Service Agreement, and have not been granted an Apple Authorized repair coverage exception, are not covered by Apple. Service Providers may charge Customers for work that is beyond the scope of coverage according to their own service fees. Parts for these repairs may be ordered directly from Apple. Apple will not compensate Service Providers for labor on non-covered repairs.

4.2.1 Proactive RepairsProactive repairs are not covered by Apple. A Certified Technician should only replace parts that are exhibiting failure. In the event a non-failed part is replaced, Apple reserves the right to reverse parts and labor compensation credit, as applicable, for each inappropriate repair performed under a Covered Agreement. Customers are financially responsible for a repair, with no credit reimbursement from Apple, for Service Stock and labor when they request a part be replaced before it demonstrates a failure.

4.3. Coverage Validation To ensure your compliance with Apple’s coverage validation requirements, always follow the steps and process outlined in the Exhibit E: Repair Flow and associated Knowledge Base article(s).

Note: Apple investigates all suspicious warranty validation claims. Using fictitious Customer information, Product or module serial numbers, or service provider information will invalidate the claim and/or may lead to civil and criminal penalties, reimbursement recovery, and agreement termination.

4.3.1 Defaced Serial Numbers If the serial number on the Product has been removed, defaced, or changed in any way, warranty coverage is excluded.

5. Coverage Exclusions and Invalid Claims Apple will not provide part, labor or travel reimbursement for repairs that do not meet the coverage criteria described in this exhibit. The following Coverage exclusions and Invalid Claims criteria apply.

5.1. Coverage Exclusions Repair coverage will be denied if:

• A whole Product is sent to Apple, without authorization from Apple


WW 2011 v1.1 47

• The Apple One-Year Limited Warranty or AppleCare Extended Service Agreement has expired

• A Service Stock module sent to Apple has unauthorized modifications or performance enhancements

• A module or part is burned, blown, cracked, or otherwise damaged beyond repair • The device is packaged improperly • Fictitious Customer information is submitted • The repair is conducted by a Technician who was not certified or qualified by Apple • A PO box or service provider address is listed for Indirect Onsite repairs (must be

Customer’s repair location).

5.2 Invalid Claims Repair claims are deemed invalid when any of the following apply:

5.2.1 No Trouble Found (Can Not Duplicate)The Product is defined as functional if it passes diagnostics and runs known, good software. If the programs run as they should, the Product is functional. For suspected intermittent issues, run the appropriate diagnostic test overnight on the system. However, if you run the test overnight and still find no issue, a warranty claim cannot be submitted. Notify Customers about the potential charges associated with Can Not Duplicate service notification before running diagnostics.

5.2.2 Proactive Repairs A proactive repair is a repair of a part that is not exhibiting failure. Covered Repairs should only be transacted when a part is exhibiting a failure. In the event a non-failed part is replaced, Apple reserves the right to remove parts, labor, and travel reimbursement, as applicable, for each inappropriate repair performed under Apple’s warranty and Extended Service Agreements.

5.2.3 Unauthorized Modifications Damage caused by unauthorized modifications are not covered under the Apple One-Year Limited Warranty. Any modification that permanently alters the basic module and makes it unfit for the module “exchange pool” is not covered under the Limited Warranty. For example, attempts to rework the power supply at the component level will not be covered under the warranty. Opening an iPod will void the product warranty.

5.2.4 Accidental Damage, Abuse and Acts of Nature Repair coverage does not apply if the Apple Product has been damaged by accident, abuse, misapplication or act of nature. Liquid damage, such as a foreign substance (glue, beverages, oil, and so on) in the subassembly, is not covered under the warranty. Defective exchange modules that are cracked, burned or damaged, showing evidence of damage beyond repair, are rejected by the warehouse and repair coverage is denied.

5.2.5 Operator Errors Issues pertinent to operator error are not covered by Apple. Customer requests for technical assistance with software, configuration, system connectivity, etc. are not eligible for coverage


WW 2011 v1.1 48

via the Service Provider program. Common Customer errors (such as improper connectors, loose peripheral connections, and so on) are not covered.

5.2.6 Non-Apple PeripheralsDamage caused by 3rd party peripherals is not covered under the warranty.

5.2.7. Software Issues Software configuration, diagnostics, and reinstallation of software are not covered by Apple. For Mail-in hard drive replacement under warranty, Apple will reinstall the same system software version. The Customer must reinstall all other software, at their expense, or have the service provider perform the installation.

5.2.8 Batteries Apple’s warranty does not cover parts that fail because their consumable components have depleted over time. Once a battery experiences a certain number of discharge cycles, its chemical components fully deplete, and the battery fails to hold a charge. This result is normal and does not indicate a defect in the battery. Only batteries that fail due to defect during the warranty or extended coverage period are eligible for reimbursement.

Note: Batteries that have failed due to normal depletion are not covered under AppleCare Extended Service Agreements. You and your Customers can also refer to the Apple Technical document for more information on Apple batteries and battery-powered products as well as useful tips for their care. See the Knowledge Base document PowerBook, iBook: Battery Life to help you determine the difference between depleted and defective batteries.


WW 2011 v1.1 49

Exhibit G: Direct Dispatch Onsite Service 1. Direct Onsite Process Guide

Direct Dispatch Onsite service is the repair or replacement of eligible Apple Products at the Customer’s location, when the Customer requests Onsite service by contacting Apple directly via an AppleCare Contact Center.

Apple dispatches the Service Provider to provide Onsite Repair Service to customers in a particular service area. Apple, at its sole discretion, authorizes selected Service Providers for Direct Dispatch Onsite service.

Customer service areas are subject to change without prior notice. Participation as a Direct Dispatch Service Provider (DDSP) provides no guarantee of service volume or secured customer base. Apple will make reasonable effort to notify DDSPs regarding any changes in assignment areas.

Note: Direct Dispatch Service Providers are required to accept requests for Onsite Service when a customer contacts them without an Apple referral, and to handle that request via GSX as an Indirect Onsite repair. Customers should not be referred to Apple to arrange the repair.

1.1 Direct Dispatch Service Flow

1.1.1 Customer Perceives IssueA customer contacts Apple describing an issue with their Apple Product. The contact center agent records information about the customer and Product, and verifies the issue is hardware related. After being presented with service options, customers requesting onsite service are transferred to a Direct Dispatch agent to create the dispatch.

The AppleCare system uses a combination of the customer’s postal code along with the type of customer to identify the provider assigned to that customer type for the respective postal code.

The customer is provided with the company name and phone number of the DDSP, and is informed they should receive a call from the DDSP within four business hours to schedule an appointment. The customer’s expectations are also set that the service will be completed within two business days (subject to parts availability).

Note: The Apple Contact Center Agent does NOT have visibility on part availability.

1.1.2 Dispatch AcknowledgementOnce the dispatch is saved, an email is sent to the provider with details of the dispatch. The DDSP contacts the customer and verifies information.. The provider acknowledges the dispatch in GSX by logging into GSX and selecting “New Onsite Dispatches.”

In most regions, the DDSP will add the appropriate parts in GSX. Where applicable, a parts order has already been generated including all part numbers, the customer’s information and the provider’s shipping and billing information.

Changes, if any, are arranged by sending an email to [email protected] with the change request instructions. Where applicable, GSX will send an email to the provider with a parts order confirmation.


WW 2011 v1.1 50

mailto:?subject=

mailto:?subject=

1.1.3 Service Level Alerts (SLA)GSX will alert the DDSP should the DDSP be close to non-compliance with agreed Service Levels. If an Onsite Dispatch status has not been moved beyond the initial status for three business hours, GSX will notify the provider that the SLA for customer contact approaching non-compliance. This will allow the provider one business hour to contact the customer and acknowledge the dispatch. GSX will also send an alert two business days from the last part shipment if the status is other than “customer delayed service.” A DDSP may be removed from the Onsite Dispatch Program without notice should their SLA averages fall below 80% on time.

1.1.4 GSX Status SettingsOnce the order is transmitted to the parts ordering system, all data is cross checked, including Apple Limited Warranty or APP coverage, part/Product validation, and provider account information validation. If all items are accurate, the order is set up and the parts are shipped.

1.1.5 Service DeliveryOnce the DDSP arrives at the customer’s location for service, careful attention is made to ensure the Apple Product is not damaged in the service procedures. All modules requiring return to Apple are held by the technician and only provided to the customer with expressed written consent by Apple. Occasionally, a customer will request to keep a failed hard drive for data retrieval. Instructions in the dispatch from Apple will absolve the provider of having to retrieve the old hard drive or the customer may call Apple with the technician to obtain permission to keep the old drive for data retrieval.

The technician should contact the Direct Dispatch center while positioned at the customer’s unit if the strategy outlined in the dispatch is insufficient to resolve the customer’s issue. The Apple agent will determine the best course of action to resolve the issue, possibly resulting in an additional onsite dispatch. The technician must have the customer sign a receipt with the noted day and time the technician completed the repair attempt. This copy must be kept according to the requirements outlined in Section 4.4.6.

1.1.6 Closing the DispatchWhen all services are complete the DDSP will close the dispatch with the appropriate close status. The provider will enter the date and time of the completion based on the service receipt/invoice as signed by the customer. Parts should be handled according to Exhibit D: Parts Management and Transactions.

1.1.7 Service Level Agreements (SLA)The service level for a completed dispatch is the number of business days from the date of the last part shipment to the date the dispatch status is changed to a closed status (NOT the date the technician completed the repair onsite). The time the dispatch is in the status of “Customer Delayed Service,” is removed from the calculation. A DDSP may be removed from the Onsite Dispatch Program without notice should their SLA averages fall below an 80% on time level.


WW 2011 v1.1 51

1.2 RequirementsThe Direct Dispatch Service Provider must connect to GSX at least every 3 hours during standard business hours to monitor new dispatches and provide updates on existing dispatches. To meet the required four (4) hour turnaround time for acknowledging service, or to change current repair status, more frequent connections to GSX may be necessary.

For each dispatch, the Direct Dispatch Service Provider must:

• Review and follow special instructions provided in the dispatch. Should the instructions not agree with those provided by Apple technical support, the DDSP must notify [email protected] immediately

• Contact the customer by telephone and schedule service within 9 business hours of receipt of dispatch notification from Apple or as defined by a custom contract

• Where applicable, confirm troubleshooting with customer and order the necessary parts in GSX (Asia-Pacific and Europe only)

NOTE: Direct Dispatch Service Providers are prohibited from collecting credit card information from customers with the exception of non-covered service.

1.2.1 Proof of Purchase/Proof of Coverage WaiverBecause Apple determines the coverage eligibility, the DDSP does not need to collect either Proof of Purchase or Proof of Coverage documentation before initiating a repair onsite unless instructed otherwise in the dispatch instructions.

Note: The onsite technician is required to refuse service for any Product determined to have failed because of abuse or acts of nature. The dispatch should be canceled and the service parts returned to Apple unopened. For more details see Exhibit F: Repair Coverage and Eligibility.

1.3 Direct Dispatch Service CenterThe Apple Direct Service Dispatch Center will notify Direct Dispatch Service Providers of all service dispatch requests via GSX, or with a courtesy email from the call tracking system (where applicable).

1.4 Service Request DetailApple will supply: dispatch ID, customer name, address, phone number, customer zone, observed condition of unit, serial number, coverage status at time of dispatch, and full Product description of unit in need of service.

Also included are: detailed problem description, preliminary diagnosis, and recommended instructions by Apple Technical Support. Where applicable, the repair and parts order will automatically be placed on the DDSP account and shipped to the location assigned to each dispatch.

1.5 Dispatch UpdatesDirect Dispatch Service Providers must provide daily feedback to Apple on the status of all open dispatches.

Apple will notify Direct Dispatch Service Provider of Direct Service Dispatches via email (where applicable), and via GSX.


WW 2011 v1.1 52

mailto:?subject=

mailto:?subject=

%23Ex%20F:%20Coverage/Eligibility

%23Ex%20F:%20Coverage/Eligibility

Once Apple transmits these notifications, the Direct Dispatch Service Provider must contact the customer within four (4) business hours to acknowledge receipt of the dispatch request, and to acknowledge shipping of the recommended part(s). For all dispatches, service must be available at the customer site.

1.6 Minimum Telephone Support RequirementsConfirm troubleshooting. Ask customer specific questions related to preliminary diagnosis provided by Apple in order to confirm their issue.

If the cause of the issue is determined to be outside the scope of coverage, it is the Direct Dispatch Service Provider’s responsibility to determine and collect applicable charges. The Direct Dispatch Service Provider will provide the customer the estimated cost prior to performing service and must notify Apple of the change in coverage status of the repair by email to [email protected]

At no time should a dispatch exceed 10 business days to complete. In the event the customer is not available for service within the specified period, the customer’s expectations should be set that the dispatch will be cancelled. The customer should contact Apple to complete the service when availability is confirmed. The customer should also be notified that onsite service may be declined for the subsequent attempt. Part delays should be escalated to Service Provider Support as noted in Exhibit K: Support Resources.

1.7 Direct Dispatch Service StepsThe serial number listed on the dispatch must match the product being repaired. If it does not match then the provider cannot complete the repair. Repairs to unit serial numbers not matching the serial number within the dispatch will result in non-payment of services and a debit for parts used.

Upon completion of Apple service, provide each customer with an invoice as described in the invoice contents. The service provider must maintain a customer signed copy in accordance with the record keeping requirements outlined in Section 4.4.6.

1.7.1 Non-covered servicesThe Direct Dispatch Service Provider is responsible for billing and collecting monies for any services rendered that are not covered by Apple Non-covered services must be clearly stated on the proof of service document

1.7.2 Services for non-Apple partsThe Direct Dispatch Service Provider is responsible for identifying any non-Apple hardware upgrades or non-Apple related software issues. Billing and collecting monies for non-Apple services is the responsibility of the Direct Dispatch Service Provider.

1.7.3 ExceptionsThe Direct Dispatch Service Provider may receive a dispatch with specific instructions from Apple for a unit that may not typically be covered by Apple. In these cases, specific instructions will be included to alert the DDSP as to the nature of the service. Direct Dispatch Service Providers may also be required to participate in Apple’s “Early Field Failure


WW 2011 v1.1 53



%23Ex%20K:%20Support%20Resources

%23Ex%20K:%20Support%20Resources

Analysis” (EFFA). In these instances, the Direct Dispatch Service Provider will be compensated accordingly for labor, travel, and parts.

1.8 Written Estimate and InvoiceEach customer shall be given service documentation including a legible invoice, not a checklist-type invoice, with the content required as described in Section 4.4.7.

Any DDSP who removes a unit from the customer location shall give to the owner thereof a receipt or claim check in which is stated above.

1.9 Onsite Dispatch Settings in GSX

1.9.1 Primary Repair Statuses

GSX Status Description

Repair Released From Processing

This is the initial status of a new dispatch. The dispatch must be acknowledged by moving from this status within four business hours.

Pending - Appointment has been Scheduled

Indicates provider has spoken with the customer and have scheduled an appointment for service within two business days. Repairs must be saved with this status setting prior to others being available.

Pending - Customer has been Contacted

Indicates customer has been contacted, but appointment has not been scheduled. This may be due to a part delay or some other circumstance beyond the control of the customer.

Pending-Customer Delayed Service

By setting this status, you are notifying Apple that the customer has requested a delay in service beyond the required service times for their convenience. This will suspend service level clocks and insure the DDSP is not held responsible for the delay. This status should never be selected when the delay is due to a request by the DDSP to meet your technician availability or if the customer has failed to return an initial phone call. DDSP’s are required to meet the customer’s schedule, as long as the requested delivery is during normal business hours.

Pending - Waiting for Customer Callback

This status setting indicates you are waiting for a call from the customer to establish a repair appointment. This status does not stop the service level clock. Please see “Cancelled – Unable to Reach Customer”


WW 2011 v1.1 54

%234.4.7%20Written%20Estimate%20and%20Servi

%234.4.7%20Written%20Estimate%20and%20Servi

1.9.2 Secondary Repair Statuses


Pending-Collect Unit for In-store Repair

This status setting may only be used in the process of a repair where Apple has specified in writing that the unit be taken from the customer’s location. It may not be used at any other time.

Cancelled at Apple Request

This status setting indicates the dispatch was cancelled by Apple. All parts must be returned following the GPR process.

Cancelled at Customer Request

Indicates the dispatch was cancelled by the DDSP due to customer deciding not to accept service. All parts must be returned following the GPR process. Providers will be compensated a cancellation fee for the work involved in updating GSX and handling the parts if the cancellation was beyond their control. Customers must be notified that another onsite dispatch request may be refused by Apple. The dispatch provider must notify [email protected] of the cancellation and reasons provided by the customer for the refusal of service.

Cancelled - Unable to reach Customer

This status setting indicates the dispatch was cancelled by the DDSP because the customer failed to return multiple calls or emails. Providers must make every effort to contact the customer through multiple attempts over a period of four business days. Should the customer fail to return the provider’s call then a message should be left with the customer that the dispatch has been cancelled and to call Apple for their service options. Do not set expectations that another onsite dispatch will be set up. Cancel the dispatch and notify [email protected] that the repair was cancelled.

Closed - Repair completed over the Phone

This status setting indicates the customer’s issue has been resolved over the phone with no parts or travel required.

Closed - Repair completed with no parts used

This status setting indicates the customer’s issue has been resolved but the sent service parts were not needed. Do not select this option if the service parts requested were labor only parts, such as a logic board reset.

Closed - Repair Completed with parts used

This status setting indicates the service strategy suggested in the dispatch was successful and no additional service to address the customer’s issue is required. Used even if the repair strategy did not actually include physical parts, such as a video adjustment part number. Providers are compensated with the standard coverage reimbursement, the dispatch admin reimbursement, and the travel reimbursement, if applicable.

Closed - Repairs Declined by Customer

This status setting should be used rarely. This is used for those situations where repair has been determined to be a non-covered repair by the DDSP and the customer has refused service entirely. Parts must be shipped back using the GPR process and no service for the customer is to be completed by the DDSP to resolve the issue. The DDSP will be compensated for travel and admin fees but no labor reimbursement.


WW 2011 v1.1 55

mailto:?subject=

mailto:?subject=

mailto:?subject=

mailto:?subject=


Closed - Unresolved: Additional Dispatch Needed

This status setting indicates the service strategy in the dispatch was attempted yet the customer’s issue remains. The DDSP technician must call Apple from the customer’s site as soon as it is apparent the strategy is not successful. Apple phone technicians will discuss the next strategy with the DDSP technician. This exchange will likely result in an additional dispatch for another repair attempt, but not always. Providers will not be asked to make another repair attempt without another dispatch if the service strategy in the original dispatch has been followed unless the issue was caused by circumstances under the provider’s control.

Note: Setting this status will not result in an automated creation of a subsequent dispatch

1.10 Zone RequirementsDirect Dispatch Service Providers are responsible for completing all Direct Onsite repairs assigned by Apple . Refusal to deliver service or lack of acknowledgment of dispatch constitutes voluntary withdrawal of participation in Direct Onsite repair assignment. The areas for onsite service delivery are based upon the following matrix, which describes the radius from the Direct Dispatch Service Provider’s postal code:

Zone 1 Zone 2 Zone 3 Zone 4

Up to 50 Miles / 80 Kilometers

51-100 Miles81-160 Kilometers



*Note: Not all Zones are applicable in all regions of the world

The zone determination for onsite dispatches are based upon straight-line measurements from the geographic center of the postal code area of the DDSP to the geographic center of the postal code area of the customer. Actual transport mileage must exceed 15 miles/25 km before an adjustment for travel may be requested. Travel adjustments may be made for conditions that require a ferry or boat that add more than 30 minutes to the travel time to reach a customer, excluding delays caused by weather conditions.

Direct Dispatch Service Provider will complete onsite service for the Direct Service Dispatch requests received within the number of business days from dispatch notification indicated below. Business days to complete service are calculated from the part(s) ship complete date less any time the dispatch is set to a status of “Pending: Customer Delayed Service”.

Zone 1 Zone 2 Zone 3 Zone 4

2 Business Days 3 Business Days 4 Business Days Scheduling of services will be mutually agreed upon between the Direct Dispatch Service Provider and the customer


WW 2011 v1.1 56

*Note: Not all Zones are applicable in all regions of the world

For any questions relating to the Direct Service Dispatch program or the zone determination of a dispatch, please send an email to [email protected]. The appropriate adjustment for the zone will be applied for the service.

1.11 Location RequirementsDirect Dispatch Service Providers must request permission from Apple, via email to [email protected], for any changes or modifications relating to Direct Onsite service. Additional locations may not be approved for direct onsite service even though the location may be approved for Carry-In repairs. The following examples of changes to be submitted are:

• Technical Escalation Contact Name and/or Phone Number• Dispatch Administrator Contact Name and/or Phone Number• Dispatch email address or Repair Status phone number• Add an authorized location for Direct Onsite participation (subject to approval)

1.12 Custom Service Level AgreementsThe onsite dispatch will contain a specific service level defining custom requirements for delivering service. SLA15ORANGE is the standard onsite dispatch SLA and the zone travelled determines the service level requirement. The DDSP staff should be aware of these SLAs and their impact on customer expectations.

A Direct Dispatch Service Provider will be notified and in advance of a higher SLA, and will be reimbursed accordingly. Any DDSP receiving a dispatch with a higher Level SLA Group will not be required to adhere to the higher level unless a signed agreement is in place.

SLA Group Name

GSX Acknowledgment

Schedule Appointment

Site Arrival Time

Completion after arrival

SLA03GOLD 30 Minutes 30 Minutes 2 Hours 2 Hours

SLA06SILVER 30 Minutes 30 Minutes 4 Hours 2 Hours

SLA09BRONZE 1 Hour 1 Hour 8 Hours 2 Hours

SLA12RED 2 Hours 4 Hours 12 Hours 4 Hours

SLA15ORANGE 4 Hours 9 Hours 18 Hours 4 Hours

SLA18YELLOW 4 Hours 9 Hours 27 Hours 4 Hours

SLA21GREEN 4 Hours 9 Hours 36 Hours 4 Hours

SLA24BLUE 4 Hours 9 Hours 45 Hours 4 Hours


WW 2011 v1.1 57

mailto:?subject=

mailto:?subject=

mailto:?subject=

mailto:?subject=

1.13 Reimbursements for Direct Dispatch Services

1.13.1 Travel ReimbursementThe Direct Dispatch Service Provider will be compensated at a zone-specific travel rate. Labor will be compensated at as outlined in Exhibit N: Compensation

1.13.2 Multiple Repairs Performed at the Same SiteOnsite Travel compensation is paid per Customer location, per day. This compensation offsets the travel expense for the Certified Technician. If multiple repairs are performed at the same location on the same day, only one Onsite travel reimbursement may be claimed. In the event of multiple repairs on the same day at the same location Service Providers are to create a single Indirect Onsite repair in GSX and Carry-In repairs for all subsequent repairs performed on the same day. If a Technician leaves a Customer's location without completing the repair and returns at a later date to complete the repair, only one Onsite travel reimbursement may be claimed.

Apple considers the "same location" as the same building, block,campus, and/or complex associated with the customer receiving service. When a technician travels to perform multiple repairs and has the ability to park in one central location and walk a reasonable distance to perform the repairs, this would be considered "one location".

1.13.3 Can Not Duplicate (CND)If the Direct Dispatch Service Provider is able to resolve the problem over the telephone, and has determined that the unit is eligible for a covered repair, the dispatch may be completed using the “Fixed Problem Over Phone” status. Where applicable, repairs completed with this status are reimbursed at a standard rate.

1.13.4 No Parts NeededIf the DDSP determines that no Apple parts are needed for the service, needed, the DDSP should return all modules using the Good Parts Return process, and close the dispatch with a “no parts used” status. Repairs completed with “no parts used” are reimbursed for travel and admin.

1.13.5 Direct Dispatch Admin ReimbursementWhere applicable, DDSPs will receive a flat reimbursement for service administration in addition to travel and labor. Repairs completed with “No Parts Needed” are ineligible for admin reimbursement.


WW 2011 v1.1 58

Exhibit H: Billing and Invoicing 1. Repair, Stocking Order and Fulfillment Invoices

Apple provides three different invoice types: Repair, Stocking Order, and Support Related Fulfillment invoices. All invoice numbers start with the number “9.”

1.1 Repair InvoicesA repair invoice may reflect a credit or a debit. Credit and debit invoices are balanced against each other by Apple Accounts Receivable.

1.2 Stocking Order InvoicesStocking Orders are always debit invoices and the invoice is issued when the part ships. If multiple parts ship separately, each generates its own invoice.

1.3 Support Related Fulfillment InvoicesSupport Related Fulfillment Orders are always debit invoices and the invoice is issued when the part ships.

1.4 Other items

Restocking FeeRestocking fees are charged against KBB, GPR or DOA Service Stock which is returned after the required return date. The restocking fee is calculated by subtracting the stock price from the exchange price and then dividing that result by two. Go to Exhibit D: Parts Management and Transactions for more information.

Mail-In NTF (US and Japan only)Service Providers are charged a labor fee in the event of a Mail-In Repair with a status of Can Not Duplicate (where applicable).

2. Credit and Debit Memos Additional credits and debits applied to your account are announced with Credit or Debit Memos mailed separately from regular invoices (where applicable). Credits or debit memos are applied to your account only to correct previous billing errors. Credit and debit memos should be handled just like regular invoices.

The resulting credit or debit is posted to the account as an open line item. Credits may be taken immediately, and debits should be paid, or have credits applied to them, within the terms specified on the invoice. Refund requests and requests to have credits applied to certain debits should be communicated to the Apple Accounts Receivable representative assigned to the account.

3. Exchange Pricing Criteria In order to remain eligible for Exchange pricing, Service Stock parts and modules must be returned to Apple in a timely manner.

Service Stock whose return date ages beyond the required return date from good part shipment are billed at the Stock Price, not the Exchange Price. For more detail concerning labor compensation and late returns, refer to Exhibit D: Parts and Transaction Management.


WW 2011 v1.1 59

4. Billing Inquiry Dispute Resolution Invoice disputes are handled by the Service Provider Escalation Management team via the Billing Inquiry function in GSX. You may create a Billing Inquiry in GSX 24 hours a day, seven days a week concerning service invoices.

All billing inquiries must be submitted within 30 days of the invoice due date to be considered for review. Billing inquiries submitted after the deadline will not be considered. Apple reserves the right to correct billing inaccuracies as far back as one (1) year.

5. Non-billing Inquiries The following issues cannot be resolved through the Billing inquiry function of GSX:

• Placing, accepting, declining or canceling orders • Inquiries regarding declined orders • Issues producing invoice statements• AppleCare Service Excellence scoring and Service Provider labor reimbursement

information • Parts availability • Shipment tracers • AppleCare Protection Plan enrollments • Other administrative policies and procedures If you have any questions concerning these issues, refer to Exhibit K: Support Resources for Service Providers.


WW 2011 v1.1 60

Exhibit I: Compensation1. Baseline Compensation - Labor Tiers

The baseline compensation paid to Service Providers for Covered Repairs is determined according to the complexity of the repair. Each Service Stock item or Product is assigned a labor tier and each labor tier is assigned a competitive rate in each region. If applicable in the region, the Service Provider’s monthly Service Excellence Score is applied to the baseline compensation labor tiers to determine the amount paid per repair for the following fiscal month.

Apple reserves the right to change the baseline compensation paid to Service Providers at any time and without notice. Baseline compensation will be communicated separately.

Note: Service Providers and Distributors in Latin America and Value Added Distributors in EMEIA should refer to their agreements with Apple for details of payment arrangements.

2. Labor Compensation Criteria Labor compensation payment is subject to the following criteria:

• Applies to Covered Repairs only • Service Providers must mark repairs complete in GSX within 30 days from the creation

date. Repairs marked complete by Apple are not eligible for compensation • United States only: All repairs must be marked complete within 20 days• Defective Service Stock must be returned to the appropriate Apple spare parts

warehouse with the correct paperwork• Labor compensation is paid to Service Providers per repair, not per part shipped

(including multiple shipments due to DOA parts) Note: Repeat service claims are considered separate repair sessions.

• Labor compensation is paid for modules and replacement Parts only. If you are unsure of a part type, refer to the labor tier assigned to the part in GSX.

• Where applicable, the Diagnostic Code and KBB/KGB serial numbers must be entered correctly in the appropriate data fields in the Repair. Failure to enter diagnostic codes or module serial numbers may lead to labor reimbursements on affected repairs being withheld.

2.1 Onsite Travel ReimbursementOnsite Travel Reimbursement, when applicable, is paid per location per day. Multiple repairs at the same site on the same day provide reimbursement for one travel to the location. Apple reserves the right to debit accounts that have multiple Onsite travel reimbursements for repairs that took place on the same day at the same location.

3. Labor Compensation - Credits and DebitsNote: Labor credits and debits are applied in the following regions: United States, Canada, Australia, New ZealandFor each invoice, reimbursement credits are applied according to the then current Labor Tiers and the Compensation Multiplier. In the event that the invoice includes parts for non-covered service as well as covered service, credits are first applied to the debits associated with the non-covered parts. For instance, if the Customer wishes to upgrade the RAM while conducting a covered repair of the Main Logic Board, the credit for repairing the Main Logic Board will be applied to the Debit for the RAM upgrade. If the reimbursement credits exceed


WW 2011 v1.1 61

the total debits, the resulting credit is posted to your account. Debits are to be paid or have credits applied to them, within the terms specified on the invoice. Refund requests and requests to have credits applied to certain debits are to be communicated to your Apple Accounts Receivable representative.

QueriesLabor compensation inquiries will be reviewed by Apple up to 60 days from the date of invoice.

4. Labor Compensation - Bill&Bill Purchase Order Note: Monthly Bill&Bill Purchase Orders are applied in all locations except United States, Canada, Australia, New Zealand and the Latin American region. Service Providers and Distributors in Latin America and Value Added Distributors in EMEIA should refer to agreements with Apple for details of payment arrangements.

Apple reimburses Service Providers for labor on a monthly basis via email, in a document known as the Bill & Bill Purchase Order. This is sent by email to the designated Finance or Administration contact for each Service Provider location on the last Thursday of each Fiscal Period (please see the Knowledge Base for the Apple Fiscal Calendar).

The Purchase Order lists all valid and completed repairs which have been completed in the fiscal period. Dates of this period are indicated at the top of the Bill & Bill email along with details of where to send the invoice for payment. The list of records includes the Repair Number, Service Provider PO number, Dispatch/Confirmation number, Product serial number, repair date, type of repair, the labor tier of the repair and the Service Excellence score applied, if any. The total sum paid by Apple for each repair is shown at the end of each record.

A total of baseline reimbursements is shown, the SE score multiplier is added and a total PO value is shown at the bottom of the email.

Service Providers are required to submit an invoice exactly matching the total value shown at the end of the email within 45 days of receipt of the Purchase Order. The invoice must show Apple's Purchase Order number, and display the Apple Sales International VAT number and the currency used. The invoice total must exactly match that shown on the Purchase Order.

QueriesQueries on the Bill & Bill email and associated compensation issues should be submitted via GSX Help within five days of receipt.


WW 2011 v1.1 62

Exhibit J: Performance Measurement1. Service Excellence

AppleCare Service Excellence (ACSE) is a compensation incentive program that measures Service Location performance against four performance metric criteria: First Time Fix, Parts Per Repair, Known-Bad-Board Turnaround Time, and Repair Turnaround Time. The program allows Service Providers to increase the labor reimbursement that they will receive for performing covered repairs by delivering world class service in accordance with Apple’s policies and standards.

1.1 The Service Excellence Multiplier The Service Excellence Multiplier is a bonus applied to the baseline labor reimbursements paid for eligible repairs performed at your service location.

Once a month, your total Service Excellence Score is multiplied by the Attainable Bonus amount to determine the Earned Bonus for your service location. The attainable bonus amount shown below is for example purposes only. The actual attainable bonus for your service location is disclosed in the AppleCare Service Excellence Goals and Multipliers information published via GSX.

The scores that you earn in the current month affect your compensation in the next month. In the example shown below, the provider’s perfect score in period one is multiplied by the Attainable Bonus to produce the Earned Bonus. We add 100% to the Earned Bonus and multiply this value by the Baseline Labor reimbursement amounts for eligible repairs performed in the subsequent fiscal month at this service location. Example:

Month Total Service

Excellence Score

Attainable Bonus

Earned Bonus

Service Excellence Multiplier

Baseline $ Multiplied $

Period 1 100%

65%Period 2

65%65% 165% $20 $33

1.2 Four Performance Metrics The AppleCare Service Excellence Program uses four Performance Metrics to measure service location performance. Performance Metric Rates are calculated and points are earned in each category. Each Performance Metric contributes 25% towards the total Service Excellence Score.

Parts Per Repair: Represents the number of eligible parts used per eligible repair in the fiscal month.

Repair Turnaround Time: Represents the average number of business days elapsed between the “Unit Received date/Time” and the “Marked Complete date/time.


WW 2011 v1.1 63

First Time Fix:Represents the percentage of eligible repairs performed that did NOT return for a repeat repair within 30 days of being marked complete in GSX.

Known Bad Board Turnaround Time: Represents the average number of whole business days elapsed between good part shipment and bad part receipt.

At the end of each week, Apple totals the four rates for each service location Each week, the reports are updated cumulatively until the end of the fiscal month at which time Apple calculates the final rates for the entire month. The final rates are compared to a range Service Excellence Goals to determine the points earned in each metric category towards the total Service Excellence Score for the month. Service Providers may review their Service Excellence scoring reports in GSX.

1.2.1 The Parts Per Repair Metric (PPR) One of the best ways to evaluate the effectiveness of our diagnostics and repair services is to consider the number of parts that we order and use per repair. Apple’s research has shown that the vast majority of covered repairs can be performed using only a single part. However, this does require that the service technician diagnose and troubleshoot thoroughly and, wherever possible, isolate the failure to a single component.

The PPR metric represents the number of parts ordered and used per repair at your service location during the fiscal month. This value is expressed as a rate. To determine the PPR rate for your service location, Apple totals all the eligible parts used in eligible repairs performed during the fiscal month and divides by the number of eligible repairs.

Note: Apple’s PPR goals take into consideration the need for an occasional multi-part repair. Also, parts sent to replace DOA service parts are NOT included in the calculation of the PPR Rate for your service location.

In the example below, the service location has used 11 eligible parts in 10 eligible repairs and 11 Parts / BY ten repairs = 1.1 PPR

Eligible Repairs Eligible Parts Used PPR Rate Calculation

A 1

11 Parts / 10 Repairs= 1.1 Parts Per Repair Rate

B 1


C 1


D 1


E 1 11 Parts / 10 Repairs= 1.1 Parts Per Repair Rate

F 111 Parts / 10 Repairs= 1.1 Parts Per Repair Rate G 1


H 1


I 1


J 2


10 Eligible Repairs 11 Parts Used



WW 2011 v1.1 64

1.2.2 The Repair Turnaround Time Metric AppleCare’s customer satisfaction surveys consistently show that a top predictor of overall satisfaction is the Repair Turnaround Time metric.

The Repair Turnaround Time Metric (REPTAT) represents the average duration, measured in business days and hours, of eligible repairs performed at your service location during the fiscal month. Repair Turnaround Time Duration is determined for each eligible repair closed within the fiscal month, by adding the number of business days between the unit arrival date and time, and the marked complete date and time recorded in GSX. So, it is important to always enter the correct unit arrival date in GSX and, once the repair has been verified, to always mark it complete.

Note: Repair Turnaround Time Duration is measured in local business days and hours according to the Apple Factory Calendar. Each business day is equal to 9 business hours. Weekends, Apple recognized holidays, and delays due to part availability are not included in the measurement of the Repair Turnaround Time Metric. Apple always rounds the part shipment start date to the next whole business day. So, if a part is ordered on Monday and shipped later the same day, the REPTAT Duration Start Time is rounded to 08:00 am the following business day.

The Repair Turnaround Time Rate for your Service Location is determined by adding the duration of eligible repairs performed in the fiscal month and dividing by the total number of eligible repairs performed.

In the example below, the service location has performed six eligible repairs. Each repair has its own duration. When we add together the duration of all six repairs we have a total duration of 22 days. 22 days divided by six eligible repairs produces a REPTAT rate of 3.66 days.

Eligible Repairs Duration Rate Calculation

A 5

22 Days / 6 Eligible Repairs =

3.66 REPTAT Rate

B 4


3.66 REPTAT Rate

C 322 Days / 6 Eligible

Repairs = 3.66 REPTAT Rate

D 422 Days / 6 Eligible

Repairs = 3.66 REPTAT RateE 3


3.66 REPTAT Rate

F 3


3.66 REPTAT Rate

6 Total Repairs 22


3.66 REPTAT Rate

1.2.3 The First Time Fix Metric (FTF) Repeat Repairs are a primary driver of customer dissatisfaction in the Service Business. Customers rely upon us to accurately diagnose cause of failure and to carefully verify the repair before returning their service unit.

We measure our effectiveness in this regard with the First Time Fix metric. The First Time Fix metric is a rate that represents the percentage of repairs performed at your service location that do not return for a repeat repair. Each eligible repair’s Serial Number is monitored for a period of 30 days from its marked complete date. Serial Numbers that do NOT return for a


WW 2011 v1.1 65

repeat repair within 30 days are considered UNIQUE Serial Numbers. UNIQUE Serial Numbers divided by the total number of repairs performed produces the FTF rate.

Note: Repeat repairs due to Apple Service Parts that fail under warranty are not included in the calculation of your First Time Fix rate. This is considered Repeat Service, as detailed in Exhibit F: Repair Coverage and Eligibility.

To calculate the monthly First Time Fix Rate, Apple counts the FTF eligible repairs that were marked complete in the previous fiscal month. The Serial Numbers associated with these repairs are monitored to determine if any of them return for a repeat repair within 30 days of their marked complete date. For example, a unique repair completed in February will be counted in March’s ACSE data regardless if the repeat is in February or March.

In the example below, during month one, the service location performed five eligible repairs. At the end of month two, each of the serial numbers repaired during month one are evaluated to determine if any of them have returned for a repeat repair within 30 days of their marked complete date. In this case, one repair has returned for a repeat repair therefore, the FTF rate calculation for month two is:

Eligible Repairs Month 1 Unique/Repeat Month 2

Month 2 Rate Calculation

WEBJ45678 Unique

5 Eligible Repairs MINUS 1 Repeat Repair EQUALS 4 Unique Repairsand, 4 Unique Repairs DIVIDED BY 5 Eligible Repairs EQUALS 80% First Time Fix Rate

W345BEHJ Unique5 Eligible Repairs MINUS 1 Repeat Repair EQUALS 4 Unique Repairsand, 4 Unique Repairs DIVIDED BY 5 Eligible Repairs EQUALS 80% First Time Fix Rate

WE657KBH Repeat

5 Eligible Repairs MINUS 1 Repeat Repair EQUALS 4 Unique Repairsand, 4 Unique Repairs DIVIDED BY 5 Eligible Repairs EQUALS 80% First Time Fix RateWK456BHJ Unique


KW945BJH Unique


5 Eligible Repairs Performed in Month 1

4 Unique Serial Numbers at the end of Month 2

Month 2 FTF Rate

1.2.4 The Known Bad Board Turnaround Time Metric (KBBTAT) Apple must maintain availability of service parts for a wide variety of products. We look to Service Providers to help us meet this challenge by expediting the return of Known Bad Boards. Your returned service parts are an important part of our parts fulfillment strategy. Apple repairs these boards to replenish service part inventories. Refurbished service parts lower the cost associated with global parts fulfillment and help us to ensure that replacement parts are available when you need them.

The Known Bad Board Turnaround Time Metric (KBBTAT) represents the average duration, measured in whole business days, that elapses between good part shipment from the Apple warehouse, to bad part received at the Apple warehouse. KBBTAT Duration is determined for


WW 2011 v1.1 66

each eligible order, by adding the number of whole business days elapsed between good part shipment to the day of bad part receipt less holidays and/or weekends*.

Note: KBBTAT Duration is measured in local business days according to the Apple Factory Calendar. Apple always rounds partial days up to the next whole business day. Weekends and Apple recognized holidays are not included in the calculation of KBBTAT duration.

KBBTAT Rate is determined by adding the total number of days between good part shipment and bad part return for all orders with returnable parts and dividing by the total number of orders with returnable parts.

In the example below, the service location has returned five eligible parts, each with a duration of 5 days. Therefore, the total duration for all parts returned is 25 days and, 25 days divided by five parts returned produces a KBBTAT rate of five days.

Eligible Orders Duration Calculation

A 5 DaysTotal Duration EQUALS 25 Days and25 Days DIVIDED BY 5 Eligible Orders EQUALS 5 Day KBBTAT Rate

B 5 Days Total Duration EQUALS 25 Days and25 Days DIVIDED BY 5 Eligible Orders EQUALS 5 Day KBBTAT Rate

C 5 Days

Total Duration EQUALS 25 Days and25 Days DIVIDED BY 5 Eligible Orders EQUALS 5 Day KBBTAT RateD 5 Days

Total Duration EQUALS 25 Days and25 Days DIVIDED BY 5 Eligible Orders EQUALS 5 Day KBBTAT Rate

E 5 Days

Total Duration EQUALS 25 Days and25 Days DIVIDED BY 5 Eligible Orders EQUALS 5 Day KBBTAT Rate

Total Eligible Orders = 5 Total Duration = 25 Days KBBTAT Rate = 5 Days

1.3 Determining ACSE Scoring Eligibility Prior to calculating a service location’s performance metric rates, Apple determines which parts, products and repairs are eligible for scoring under the Service Excellence program. For each metric, Apple considers many different eligibility factors:

• Repair Type • Product and/or Part Type Coverage Type • KBB Return Codes

1.3.1 Repair Type AppleCare uses Repair Type to track repairs across different service delivery channels . Service Excellence eligibility by Repair Type is determined for each performance metric as indicated in the table below:

Repair Type Performance MetricsPerformance MetricsPerformance MetricsPerformance MetricsRepair TypePPR FTF KBBTAT REPTAT

Carry-In Eligible Eligible Eligible Eligible

Indirect Onsite Eligible Eligible Eligible Eligible

Direct Onsite Eligible (when parts ordered)

Eligible (when parts ordered)



Mail-In

Note: Direct Onsite repairs are excluded in regions where parts are added by an Advisor before Service Provider receives the dispatch.


WW 2011 v1.1 67

1.3.2 Eligibility By Product and/or Part Type From time to time, AppleCare may exclude certain products and/or parts from the calculation of performance metric rates. Such exclusions are applied for all service locations in the region. AppleCare will notify Service Providers via Service News Articles and the GSX Message Center whenever excluding a part or product from Service Excellence scoring.

1.3.3 Eligibility By Coverage Type Apple uses a variety of Coverage Types to track entitlement for covered services. The Coverage Type is indicated at the part level within GSX. ACSE eligibility by coverage type is determined for each performance metric as indicated in the table below:

Coverage TypePerformance MetricsPerformance MetricsPerformance MetricsPerformance Metrics

Coverage TypeFTF PPR KBBTAT REPTAT

Apple Limited Warranty Eligible Eligible Eligible Eligible

Custom Contract Eligible Eligible Eligible Eligible

AppleCare Parts Agreement Eligible Eligible Eligible Eligible

AppleCare Protection Plan Eligible Eligible Eligible Eligible

Powertrain Agreement Eligible Eligible Eligible Eligible

TriCare Agreement Eligible Eligible Eligible Eligible

Extended Coverage Eligible Eligible Eligible Eligible

CS Code Eligible

DOA Coverage Eligible Eligible Eligible

Internal Repairs Eligible Eligible

Missing Upon First Use Eligible Eligible

Out Of Warranty Eligible Eligible

Quality Program Eligible Eligible

Repeat Service Eligible

Lost Shipment Eligible Eligible

Note: Not all coverage types are applicable in all regions of the world.


WW 2011 v1.1 68

1.3.4 Eligibility By KBB Return Code Apple uses a variety of KBB Return Codes to track parts that are being returned from Service Providers to the Apple warehouse. The KBB Return Code may be viewed at the part level within GSX. ACSE Eligibility by KBB Return Code is determined for KBBTAT and PPR performance metrics as indicated in the table below.

KBB Return Code Performance MetricsPerformance Metrics

KBB Return Code PPR KBBTAT

Blank Eligible Eligible

Known Bad Board (KBB) Eligible Eligible

Good Parts Return (GPR) Eligible Eligible

Diagnostics (DIAG) Eligible Eligible

Return Requirement Override (RROV) Eligible Eligible

Dead On Arrival (DOA) Eligible Eligible

Customer Abuse (ABU)

Convert to Stock (CTS)


WW 2011 v1.1 69

1.4 Performance Goals and the Service Excellence Score Each performance metric contributes up to 25% toward the monthly Service Excellence Score for a service location. At the end of each week, Apple totals the performance metric rates for each service location and displays these rates in the Service Excellence Reports on GSX. Each week, the reports are updated cumulatively until the end of the fiscal month at which time Apple calculates the final performance metric rates for the entire month. These final rates are compared to a range of performance goals to determine the points earned per metric category. The points earned in each category are then added together to produce the Total Service Excellence Score.

1.4.1 Performance Goals

5 Achievement Levels Per Metric The ACSE program has five achievement levels per metric: five points, ten points, fifteen points, twenty points, and twenty-five points. The goals for each achievement level are aligned with the historical performance of all service locations in the respective region, and, account for the occasional multipart repair, repeat repair, as well as the average shipping turnaround time in the geographic area of the service location.

The goals for each service location are disclosed in the Service Excellence area of GSX.

2. Other Performance Measurement ProgramsAppleCare may seek to introduce further performance measurement tools in the future. These may be either voluntary or compulsory in nature. Please look out for further communications from AppleCare.


WW 2011 v1.1 70

Exhibit K: Support Resources for Service ProvidersApple provides a variety of support resources for Service Provider use, any of which may be suitable depending on the nature and urgency of the issue.

1. Online Support ResourcesService Providers are expected to make full use of these facilities to ensure you are up to date with the latest news relating to AppleCare Service and Support.

It is essential that you take advantage of these resources before escalating an issue to Apple for assistance.

1.1 Service NewsService News is updated daily. The most recent articles relevant to your region appear in the Message Center on GSX, and in the Service News link reached via the front page of GSX. All GSX Users also receive a weekly email digest containing all the latest Service News articles.

It is essential that all GSX users read and keep up to date with Service News regularly for hot issues, new technical information, customer satisfaction advice and changes to Service Procedures.

1.2 AppleCare Service Source and Knowledge BaseService Source is the home of Apple’s technical information, including Technician and Diagnostic Guides on all products, direct access to Troubleshooting articles, Repair Extension Programs, Tools for download such as the Battery and Adapter Diagnostic, training links, and many other useful resources.

The Knowledge Base contains a complete searchable archive of technical and procedural articles relating to the day-to-day running of a Service Provider business.

Both are accessible from the toolbar at the top of the GSX Home Page.

1.3 GSX User Guide and Training ResourcesThe GSX User Guide, GSX Quick Start Guide and GSX training materials provided via Service Source may all be used by Service Providers to ensure that staff fully understand how to use the system to handle repairs, financials and keep up to date with information from AppleCare.

1.4 GSX Self HelpGSX Self Help is available via the GSX Help Form to enable Service Providers to walk through their questions and find the answers they need in a series of troubleshooting style question and answer style screens without having to wait for an agent to respond to a query.

1.5 Service Provider Manual This manual and its associated exhibits provide comprehensive coverage of Apple’s policies and procedures relating to service provision, which all Service Providers are contractually obliged to follow.


WW 2011 v1.1 71

2. Repair-related Support If you are unable to find the solution to your query using the above resources, there are a number of different ways to contact Apple for support to resolve the issue. The type of support available varies depending on the nature of the issue and the stage of the repair.

2.1 Technical Support ScenariosTechnical support is provided to assist in the fast and accurate completion of repairs in the workshop. Examples of the type of queries which Service Providers may be expected to submit are as follows:

2.1.1 Before a Repair• Troubleshooting of an unusual fault• Checking for hot issues relating to the unit or safety issues• Uncertainty regarding which part to order

2.1.2 During a Repair• Unable to identify fault• Attempted or repeat repair has failed• Suspected Repair Extension Program issue needing confirmation• Required parts not available to order

2.2 Technical Support ResourcesTechnical Service Provider Support (TSPS) is accessible by Certified Technicians working for an AASP. There are two main access methods to reach a TSPS Agent:

2.2.1 TSPS Chat TSPS Chat is accessed through the Front page of Service Source, via the “Chat with an Agent” link. Only certified Apple Technicians with a valid Tech ID may initiate a TSPS Chat.

Apple endeavors to respond to all requests for TSPS Chat support within 1 minute of submission. If you expect the conversation to be lengthy or highly detailed, you may wish to consider a web-form email escalation instead.

2.2.1a TSPS Chat Requirements and availabilityThe TSPS Chat service operates in selected languages only, and supports the following web browsers:

• Safari v1.1 or later for Mac OS X

• Firefox v1.5 or later for Mac OS X and Windows

You may chat live in English with a Technical Service Provider Support agent via web chat 24 hours a day, 6 days per week (Monday through Saturday). Other language availability will vary, please check Service Source for details.

2.2.1b TSPS Chat Case ID and Transcripts Service Providers may save the transcripts from TSPS Chat for future reference; Apple also retains a copy of all Chats. Should a follow-up Chat be necessary regarding a previous


WW 2011 v1.1 72

request, Technicians should provide the original Case ID to the agent so that the case may be continued.

2.2.2 TSPS EmailOnly certified Apple Technicians with a valid Tech ID may initiate an email support request. The Email option is offered for more detailed technical escalations that typically would not be resolved in 30 minutes. You may email a TSPS agent 7 days a week using the link shown on the front page of Service Source. However, Apple answers emails during standard business hours Monday through Friday.

Apple endeavors to respond to all request for Email Support within 2 business days.

2.2.2a Email TemplatesEmail templates must be completely filled out to received a timely response. Please be a clear as possible in your submission. You will receive a copy of your email submission with a follow-up number included.

2.3 Non-Technical Support ScenariosNon-technical and administrative support is provided by Service Provider Support (SPS) to assist AASPs with the day-to-day running of their service business, not to handle technical queries (see 2.1 above). Examples of the type of query handled by SPS are as follows:

2.3.1 Before a Repair• Coverage validation query on the unit to be repaired• Parts pricing queries• GSX usage difficulties

2.3.2 During a Repair• Parts order and shipment status• Mis-identification or mis-shipment of parts• Mail-in Facilitation dispatch set-up or status• Repeated failure of repair to unit leading to customer dissatisfaction• APP agreement registration, date checking, or transfer of existing APP agreement

2.3.3 After a Repair• Late return KBB or GPR• Incorrect returns or lack of paperwork with KBB or GPR• Service Excellence scoring• Labour reimbursement issues• Billing Inquiries and disputed invoices

2.4 Non-Technical Support ResourcesService Provider Support (SPS) is accessible by any registered GSX User. There are three methods for contacting the SPS team.

2.4.1 GSX Help FormThe GSX Help Form is accessed from the front page of GSX in the Account Management section. Please ensure you select the correct Issue Category and complete the relevant


WW 2011 v1.1 73

information, including Repair Number and Case number (where appropriate) to ensure a speedy response. The expected response time for a GSX Help Form requests is 24 hours.

2.4.2 SPS ChatUse SPS Chat if you have a short but urgent enquiry regarding a non-technical issue. SPS Chat is a live service and is accessible via the GSX Help Form screen.

2.4.3 Billing Inquiry Use a Billing Inquiry if you wish to query an invoice relating to a Repair. The Billing Inquiry form is accessed via the individual Repair Screen within GSX, or from the Invoice Summary list. Service Providers are advised to ensure they have all the relevant supporting information required when submitting a Billing Inquiry to prevent unnecessary delays in response.

3. Non-Repair Related SupportService Providers will from time to time require support with areas which are not directly related to a Repair Event. In each case please ensure that you supply as much relevant information regarding the query as you can to ensure a quick response.

3.1 GSX Web ServicesIssues with GSX Web Services should be raised via the GSX Help Form, using the relevant Issue Category.

3.2 CertificationsService Providers who have queries regarding technician certifications should direct these to:

• Japan: [email protected]• All other regions: [email protected]

3.3 Direct Onsite SupportDirect Dispatch Service Providers (DDSPs) only can submit queries regarding current Direct Onsite repairs to [email protected].

3.4 Accounts ReceivableDetails of your Accounts Receivable contact appear on the top right of your Online Statement, which is obtainable via GSX.

3.5 Customer Satisfaction Service Providers can contact SPS Chat to escalate issues relating to Customer Satisfaction involving the owner of the unit being repaired.

3.6 Account ManagementService Providers who wish to discuss their business relationship with Apple, including adding or removing Service Locations, should direct their question to Service Provider Support via the GSX Help Form.


WW 2011 v1.1 74

mailto:[email protected]?subject=Certifications%20Query%20-%20Japan

mailto:[email protected]?subject=Certifications%20Query%20-%20Japan





3.7 GSX UnavailableIf you are unable to access GSX and are unsure as to the reason, please contact [email protected].

4. Matrix of Support Resources and Response Time GoalsA guide to contact resources and expected response times for repair related support requests follows.

Contact Info and response time goalsContact Info and response time goalsContact Info and response time goals

Type of support Who to contact Response Time Goal

Technical TSPS Chat Real time

Technical TSPS Email 2 business days

Non-Technical

GSX Help Form 1 business day

Non-Technical SPS Chat Real timeNon-Technical

Billing Inquiry Form 2 business days

Non-Repair Related Support Who to contact Response Time Goal

GSX Web Services GSX Help Form 1 business day

Certifications [email protected] 2 business days

Direct Dispatch [email protected] 1 business day

Accounts Receivable Contact details via Online Statements 2 business days

Customer Satisfaction SPS Chat Real time

Account Management

US/Canada: GSX Help Form 1 business day

Account ManagementJapan/EMEA/India/Asia-Pacific/Aus/NZ: AppleCare Account Manager

2 business daysAccount Management

Latin America: [email protected] 2 business days

GSX Unavailable [email protected] 1 business day

4.1 Escalation path after lack of responseService Providers who submit a GSX Help Form or contact SPS Chat but do not receive a satisfactory response within the required time frame should contact the following addresses with details of the issue, including the reference number given in previous correspondence:


WW 2011 v1.1 75











• North America: [email protected]• Latin America: [email protected]• EMEA and India: [email protected]• Japan and Asia-Pacific: [email protected]• Australia and New Zealand: [email protected]


WW 2011 v1.1 76

mailto:[email protected]?subject=Lack%20of%20response%20from%20SPS






mailto:?subject=

mailto:?subject=



Exhibit L: Support Related Fulfillment (SRF) 1. Support Related Fulfillment: Manuals, Media, and Do-It-Yourself Parts (Customer installable Parts)

Support Related Fulfillment (SRF) allows Customers to replace missing or damaged items bundled with current Apple hardware and software products and some legacy products. Such items include:

• Media (CDs, DVDs) • Manuals, User Guides Current product is defined as product on Apple’s Finished Goods Price List or product that was removed from the price list less than 18 months ago.

Products are considered “legacy” when they have been off the Apple Price List for 18 months or longer. Not all legacy products are available through SRF. If a product is not available, SRF will endeavor to replace the item with a newer version, as long as the version will work with the Customer’s current hardware and system software.

1.1 Ordering Manuals and media for hardware products are available through GSX as a Fulfillment Order. Software product replacements are not available via GSX. Customers who request software product replacements should be referred to Apple.

A Purchase Order number is required for all GSX Fulfillment orders. Every effort will be made to replace item(s) with the same product. However, if the version utilized by the Customer is not available, it may be replaced with a newer version or a similar product substitute.

Note: SRF does not replace hardware items including, but not limited to, Memory and Internal Cards.

1.2 Media Not Covered Media not covered by the SRF program includes, but is not limited to:

• Some Third Party Software Products • Some Third Party Manuals

1.3 Apple Recovery CDs If the Customer is unable to provide the software restore and/or the software install CDs that came with the unit, replacements are available via GSX as Support Related Fulfillment items.

Remind Customers that Software Restore and Software Install CDs are advantageous to keep should they ever need to personally reinstall software on their computer.


WW 2011 v1.1 77

Exhibit M: Selling AppleCare Service Products AppleCare Protection Plan (APP): Introduction

The AppleCare Protection Plan (APP) extends Apple product’s 90 days of complimentary support and one-year repair coverage to up to three years of world-class support from the hardware purchase date. The coverage duration is two years for APP iPod and APP for Apple TV. This plan includes telephone technical support for hardware, the Mac OS X, and Apple-branded consumer applications, such as iLife and iWork, plus global service coverage on applicable products, using only Apple genuine parts.

Note: Global Service is not available with APP for iPhone or iPad

1. Program Overview An AppleCare Protection Plan is available for all Apple products. APP is sold to customers at point of sale of the hardware or through the service department during a repair event.

Authorized Service Providers should offer APP to customers with computers that don’t have APP attached and are eligible for APP while their hardware is still within one year standard limited warranty.

2. Description of Features The AppleCare Protection Plan features and benefits may be found at:

apple.com/applecare

3. Ordering APP Product Portfolio Using GSX, Service Providers can quickly and easily purchase and automatically register the AppleCare Protection Plan and other AppleCare products for their customers.

Note: APP sales via GSX may not be available in specific locations.

4. Welcome Kit After an APP order is processed, Apple sends the customer an AppleCare Protection Plan Certificate and Welcome Kit, which confirms their APP has been registered. Customers receive the Certificate and Welcome Kit within two to four weeks after the order is submitted to Apple.

5. Scope of Coverage and Service Provider Obligations The AppleCare Protection Plan is sold in many regions of the world and entitles customers to global service and support coverage on applicable products. Customers who purchase an AppleCare Protection Plan may call for telephone technical support and, if necessary, receive repair service. AppleCare Protection Plan customers may request service from any Apple Authorized Service Provider.

The Terms and Conditions of the Applecare Protection Plan may be found at:

http://www.apple.com/legal/applecare/


WW 2011 v1.1 78

http://www.apple.com/legal/applecare/appgeos.html

http://www.apple.com/legal/applecare/appgeos.html

apple authorized service provider manual

Documents

service logos1

service parts3

diy service

facilitation service

onsite service

service provider programs

service repair types3

applecare service source1