Apple Support Guide for Broward

Provided by AppleCare for The School Board of Broward

We want to take a moment to share some tips to help your school year be successful and remind you about your Apple support resources.

Sincerely,

Your AppleCare Broward Team

Table of Contents

Broward County Public Schools Tech Lead F.A.Q. 3

What is the first thing I should do when I receive a unit in need of service?! 3

If I choose to call Apple, what information do I need before I call?! 4

When can I contact Apple Support?! 4

Where do I call?! 4

What can I expect when I call?! 4

What is the turnaround time for an in-warranty repair?! 5

Will Apple back up my data?! 5

How can I check the status of an open repair?! 5

What should I do when I receive a repaired unit?! 6

What should I do when a unit is not eligible for repair under warranty?! 6

Who should I contact if I have a service or support related concern?! 6

GSX 6

Creating an Apple ID! 7

Applying for access to a Service Account! 8

Logging in to GSX with your Apple ID! 8

GSX account deactivation! 8

Bell Techlogix and DepotWorks 9

Applying for a DepotWorks account! 9

Forgotten DepotWorks Password! 9

DepotWorks training! 9

Apple Contact Information 10

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Broward County Public Schools Tech Lead F.A.Q.Your duties as a Technical Lead will include performing troubleshooting and minor hardware/software repairs (with the support of AppleCare Education Support).

Apple is here to support you in your role as a Tech Lead and will provide the following tools to assist you with your duties:

• Access to AppleCare Education Support, a toll free 800# with a dedicated account number for Broward Tech Leads that will provide direct access to experienced education technical support professionals.

• Access to the Apple Support web site that is available to help you 24 hours a day, 7 days a week. You’ll find comprehensive product information as well as technical assistance and software updates at www.apple.com/support.

• Access to the Custom Apple Service and Support web site.

• Access to Educational technical support advisors via Web Chat.

• Access to the DepotWorks service system to check your repair status.

• On-line self paced training.

What is the first thing I should do when I receive a unit in need of service?Your prompt response and accurate attention to detail is essential to ensure support for Broward’s students and teachers.

• Please consult this F.A.Q. and then perform all troubleshooting within the day in which you receive a system to attempt to isolate and repair the issue. If you need help at any time, contact AppleCare Education Support as described in this document.

• If the issue is determined by an Apple representative to be a hardware issue requiring the unit to be serviced by Bell Techlogix, ensure that the unit is made accessible to the Bell representative when they come on-site to pick up or repair the unit. If you will not be available, please ensure that someone else is made aware of the repair service request.

Perform the following steps:

1. Ask the user to provide you with their name, contact information, and a complete description of the problem.

2. Ask the user if they have already contacted Apple. If so, ask them to provide you with the case number assigned by Apple.

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3. Ensure that the user has backed up their data and if possible, assist with the back up of the user’s data. Please note that neither Apple nor Bell will provide data back up or restoration services.

4. Accept the unit from the user according to the terms of your checkout policy and procedures.

5. When the user’s unit is returned, ensure that it is returned to them as soon as possible.

2. If I choose to call Apple, what information do I need before I call?• Your school/department’s name and phone number.

• The unit’s serial number and location (room #, floor #, department name).

• A description of the problem and the steps to reproduce the problem.

3. When can I contact Apple Support?Call Apple any time you feel uncomfortable troubleshooting an issue or are still experiencing trouble with the unit after completing your initial troubleshooting.

Monday – Friday: 7:00 AM – 9:00 PM EST.

Saturday – Sunday: 9:00 AM – 9:00 PM EST.

4. Where do I call?Please be sure to inform your Apple Education Advisor that you are an SBBC Tech Lead.

• AppleCare Education Support #: 1-800-919-2775

• When prompted enter account number 47222 (4SBBC)

5. What can I expect when I call?An AppleCare Education Support Representative will be available to answer your questions, assist you in troubleshooting, and, if necessary, provide you with the information needed to safely return a unit to Apple for service.

Support includes device troubleshooting, dispatch assistance, installation support, compatibility with Apple hardware and software products, and referrals for support of third-party products, hardware, and software.

Important: Write down the case number and, if necessary, the dispatch number provided to you by your AppleCare Education Support Advisor.

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6. What is the turnaround time for an in-warranty repair?Apple will strive to repair and return the unit within the 10-day return to service goal for notebooks and desktops.

The turn around time (TAT) of your unit can be substantially extended by the following actions:

• Delays in reporting a service request to Apple.

• Incorrect or inadequate reporting of damage to the computer.

• No trouble found (as this requires Apple to check all systems).

• Hardware not being in reported rooms or areas.

7. Will Apple back up my data?No, neither Apple nor Apple’s Authorized Service Provider, Bell Techlogix will attempt to back up your data or assist in data recovery. Backing up data is a customer’s responsibility and should be completed often. Ask yourself and your staff and students, how important is my data?

Learn about Time Machine, the built-in backup that works with your Mac and an external drive by visiting www.apple.com/support/timemachine/.

8. How can I check the status of an open repair?Log in to the DepotWorks application using your assigned user name and password. If you do not have access, send an e-mail to browardservice@apple.com. Please include the name of your school/department in your e-mail so that your request can be promptly processed.

You can also send an e-mail to bell.techlogix@browardschools.com. Please use the below template to submit requests for service status.

Name:

School:

Phone Number:

Dispatch Number:

Serial Number:

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You should receive a response to your request within four hours. Any requests received after 3 PM will be responded to on the next school day. For urgent matters, please call the Bell depot directly at 954-735-1755.

9. What should I do when I receive a repaired unit?1. Check the returned unit to see if data and software are still intact.

2. Reinstall any needed software/applications or transfer any backed up data.

3. Return the repaired unit to the user.

10. What should I do when a unit is not eligible for repair under warranty?

If a unit/part is no longer covered by APP (AppleCare Protection Plan) or has been accidentally damaged, contact SBBC’s COMPASS department at 754-321-1480 for service of the unit.

11. Who should I contact if I have a service or support related concern?Apple will promptly address any service or support related concerns that you may have. You can submit your request in two ways:

1. Send an e-mail to browardservice@apple.com. This is the preferred method for receiving assistance. Please include all relevant information in your e-mail to ensure the fastest resolution.

2. Contact AppleCare Education Support with your issue and an advisor will send an escalation on your behalf. Please provide the advisor with all relevant information to ensure the fastest resolution.

GSXGlobal Service Exchange (GSX) is the single service, repair, and order management tool available to Apple Authorized Service Providers and Self-Servicing Accounts to conduct service business with Apple worldwide.

GSX also acts as a gateway for accessing AppleCare Service Source, Knowledge Base, AppleCare Service News, and Apple Service Training.

Access to the AppleCare Broward Site and Web Chat will be granted to approved GSX users only. Please follow the below instructions to create an Apple ID and to request access to GSX.

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NOTE: Your logging in to GSX and applying for access constitutes your agreement of all Apple policy.

Creating an Apple IDAn Apple ID is a personal identifier that allows you secure access to online Apple service tools, the Knowledge Base, and various Apple websites. Your Apple ID for matters pertaining to SBBC will be your district e-mail address. Use the same Apple ID to access all Apple websites that require authentication. If you have already created an Apple ID on another Apple site that uses your @browardschools.com e-mail address, use that same Apple ID to apply for access to GSX.

If you have never accessed an Apple website that requires an Apple ID or have an Apple ID NOT based on your @browardschools.com e-mail address, create one by following the steps below:

1. Go to the GSX URL: https://gsx.apple.com2. Select the link to Create an Apple ID at the bottom of the page.3. Complete the Register With Apple Registration Form. All fields with an asterisk (*) are

required.

• Enter your name; first name and last name are required.

• Enter your Primary (work) phone number. You may also enter an alternate contact phone number.

• Select United States as your Country of employment.

• Enter your district e-mail address in the Apple ID field. It is essential that you correctly enter your e-mail address. You MUST use your @browardschools.com e-mail address rather than a generic Internet e-mail address.

• Enter your password. Your password must contain at least eight characters. Select your own password for your Apple ID.

• Confirm your password.

• Enter your school or department’s Street Address. At least one address line is required.

• Enter the City, State and Zip Code.

• Enter your preferred secret Q & A in the Clues for Forgotten Password section.

• Enter your birth date.

• Enter the correct word/letters/numbers to the CAPTCHA test.

• Click Submit to register your information and obtain your Apple ID.

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Applying for access to a Service AccountWhen you first log in to GSX, you must apply for access. Your application will be sent to Apple’s GSX administrator(s) for SBBC who will verify and approve your application. Follow these steps to successfully apply for access to GSX:

1. Enter the sold-to service account number. This account number ties your GSX account to Broward County Public Schools. IF YOU DO NOT KNOW THE SBBC SOLD-TO SERVICE ACCOUNT NUMBER, PLEASE CONTACT THE I&T SERVICE DESK.

2. Enter the reason why you are requesting access to GSX. The explanation you enter will be seen by the person(s) at your service account accepting new users. Your reason should state the following:

a. I am applying for access because I am an approved TLC at (location name).3. Click Submit to finish and submit your application.

Logging in to GSX with your Apple IDAfter you have been notified that your account is approved you will be able to perform the following activities:

1. Log into GSX at the following URL: https://gsx.apple.com. Your level of access will only allow to you perform a Coverage Check and access training materials. All other functions will be disabled.

2. Access the AppleCare Broward Support Site at the following URL: https://acbd.apple.com/broward/.

If you encounter a technical issue while applying for access or have questions about your account, send an e-mail along with a brief description of your issue to browardservice@apple.com.

GSX account deactivationFor security purposes, GSX accounts that are inactive for a period of 30 days are automatically deactivated. To request account reactivation, contact the I&T Service Desk and/or submit a Remedy ticket. You will be notified when your account has been reactivated. If your account is inactive for more than 90 days, you may be permanently locked out. This may require a new Apple Account ID.

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Bell Techlogix and DepotWorksBell Techlogix is the designated Apple Authorized Service Provider for Broward County Public Schools.

Applying for a DepotWorks accountDepotWorks is the online system used by Apple and Bell Techlogix to create on-site hardware repairs for Apple products.

If you are a TLC and would like to request a read-only DepotWorks account, send an e-mail to browardservice@apple.com. Please include the following information:

• First/Last Name• E-Mail Address• Phone Number• School/Department Name

For full access to DepotWorks, including the ability to create your own dispatches, please refer to the I&T Training Calendar and sign up for an upcoming DepotWorks training course.

DepotWorks

www.belldepots.com

Forgotten DepotWorks PasswordClick the ‘Forget your password?’ link in the lower-right corner of the DepotWorks login page and your password will be sent to the e-mail address on file.

DepotWorks trainingUpon completion of the DepotWorks training module, attendees will receive full DepotWorks access, which will allow them to generate Apple dispatches (in-warranty service requests) via the DepotWorks web site.

Dates for upcoming DepotWorks training sessions can be found on the TLC Training Calendar.

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Apple SalesApple in Educationwww.apple.com/education

Apple Education Sales800 800 2775

Deborah Dimitt• Pre-Sales• Pricing/Quotesdd@apple.comext 42828

Patti Vogelpvogel@apple.com954 224 4180

For quotes on notebook adapters, batteries and accessories, call Apple Education Sales and select Option 2.

For iPad purchase and usage information, visit http://www.broward.k12.fl.us/erp/itsupport/.

Employee DiscountsSBBC employees can take advantage of special pricing on Apple products.http://store.apple.com/us/browse/campaigns/education_pricing

Hardware InstallationDesktops & NotebooksBell Techlogix• Installation Scheduling• Questions/Concernsrsonday@belltechlogix.com954 735 1755

Apple Contact Information

Hardware SupportApple Support for SBBCDesktops, Notebooks, Xserves800 919 2775Account # 47222 (4SBBC)

Desktop and NotebookRepair StatusOnline Accesswww.belldepots.comE-Mail: bell.techlogix@browardschools.com

Technical SupportApple Education800 919 2775Account Number 47222 (4SBBC)

Tanya MaclinStrategic Account ManagerApple Inc.browardservice@apple.com512 674 8523

Chris CieszynskiSystem EngineerApple Inc.ccieszynski@apple.com

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