Apple Computer Equipment - University of Manitobaumanitoba.ca/campus/bookstore/computers/media/Apple_Computer_Equipment... · Apple Computer Equipment Procurement and Repair Process

Apple Computer Equipment Procurement and Repair Process

Version2.1

01May2017

Information Services and Technology ITProcurementCentre

AppleComputerEquipmentPurchaseandRepairProcess

UNIVERSITYOFMANITOBA|INFORMATIONSERVICESANDTECHNOLOGY PAGE2OF21

ContentsDocumentSummary....................................................................................................................................4

Purpose....................................................................................................................................................4

IntendedAudience...................................................................................................................................4

Location....................................................................................................................................................4

Reviewers.................................................................................................................................................4

Approvers.................................................................................................................................................4

RevisionHistory........................................................................................................................................4

1 Overview..............................................................................................................................................5

1.1 ServiceDesk.................................................................................................................................5

1.2 ClientSupport...............................................................................................................................5

1.3 DistributedIT................................................................................................................................5

1.4 ExclusiveSupplier.........................................................................................................................5

1.5 HighLevelProcess........................................................................................................................6

1.6 GeneralPrinciples.........................................................................................................................6

1.7 KeyClientContacts.......................................................................................................................7

1.8 KeySupportContacts...................................................................................................................7

1.9 StandardEquipment.....................................................................................................................7

2 Consult.................................................................................................................................................7

2.1 Process:Consult...........................................................................................................................7

3 Purchasing............................................................................................................................................8

3.1 Process:Purchase.........................................................................................................................8

3.2 Process:Incorrect/BadOrders.....................................................................................................9

4 Support.................................................................................................................................................9

4.1 Upgrade........................................................................................................................................9

4.2 RepairProcess............................................................................................................................11

5 Administration....................................................................................................................................13

AppendixADeliveryOptions.....................................................................................................................14

AppendixB-Non-StandardCustomtoOrder(CTO)..................................................................................15

AppendixC-SimplyComputing’sReturnPolicy........................................................................................16

AppendixD–AppleEquipmentUpgradesandRepairs.............................................................................17

LoanerEquipment..................................................................................................................................17

AppendixE–AppleEquipmentExtendedWarrantyPlans........................................................................18



Apple’sExtendedWarrantyPlan–AppleCareandAppleCare+.............................................................18

SimplyComputing’sExtendedWarrantyPlan–SimplyGuard...............................................................18

CandidatesforAppleExtendedWarranty(AEW)Plans.........................................................................18

Resources:..............................................................................................................................................19

VerifyingAppleExtendedWarrantyPlanCoverage...............................................................................19

RetainOriginalPackaging.......................................................................................................................19

AppendixF–CanadianFoundationforInnovation(CFI)Procurements....................................................20

AppendixG–Trade-inofUsedEquipment................................................................................................21



DocumentSummaryPurposeThisdocumentwascreatedbytheITProcurementCentretosupporttheUniversityofManitobainthepurchasingofAppleproducts.ThisdocumentrelatestoRFP#ITPC-0080-1516-LB.

IntendedAudienceThisdocumentisintendedforITstaffwhoenableAppleproductsthroughpurchasingandsupport.SomegeneralknowledgeofITProcurementandSupportisassumedandnotdetailedinthisdocument.

LocationCherwellKnowledgeDatabase

Reviewers• MoniqueWhitehill,Manager,ITProcurementCentre• BrendaMcArthur,Manager,ServiceDesk• JeffHaaksma,Manager,ClientSupport

Approvers• K-LHolter,Director,ClientServices• AdamGerhard,Director,PlanningandGovernance

RevisionHistoryVersion Date Author Changes0.12 12October2016 ScottWellman FirstPublishedDraft0.13 24October2016 AdamGerhard Reformattedandcondensed0.14 25October2016 ScottWellman Review,additionaldetailsandcomments0.15 27October2016 ScottWellman AppendixA:DeliveryOptions0.16 28October2016 MoniqueWhitehill Proofreading0.17 31October2016 ScottWellman AppendixEandF.AppendixX–AdditionalInformation0.18 3November2016 AdamGerhard FinalRevisions.DraftforISTServiceDesk1.0 10November2016 MoniqueWhitehill FinalReviewwithBrendaandJeff.FirstPublishedVersion.1.1 21November2016 MoniqueWhitehill AmendedperfeedbackfromJeff.1.2 23November2016 MoniqueWhitehill AmendedperfeedbackfromAdam.1.3 25January,2017 K-LHolter Recommendedrevisions1.4 25January,2017 ScottWellman ImplementationofK-L’srecommendedchangesandformattingchanges1.5 10February,2017 ScottWellman Grammarcorrections1.6 02March,2017 ScottWellman ImplementationofK-L’srecommendedchangesandformattingchanges2.0 16February,2017 K-LHolter FinalApprovalfromK-LHolter.2.1 01May,2017 MoniqueWhitehill Proofreading



1 OverviewTheUniversityofManitoba,aspartofRFP#ITPC-0080-1516-LB,hascontractedwithSimplyComputingasourvendorforAppleComputerproductsandrepairservices.

Forthemostpart,theprocessistransparenttotheclient,whoshouldalwayscontacttheISTServiceDeskforallsupportissues.ISTClientSupportwillhelpusersassessneeds,obtainquotes,configureandinstalldevices,andsenddevicesforrepairifrequired.

1.1 ServiceDeskTheunitisresponsibleforprovidingservicedesk(tier1)support,whichincludes:firstpointofcontactforcomputerandaccountsupport,computeraccountsmanagement,audio-visualandclassroomtechnologybookingandincidentreporting.Thisunitisaccountableforthedevelopment,implementationandmanagementoftheincident,requestfulfillment,problemmanagement,andknowledgemanagementprocesses.Theteammaintainsthesystemadministrationfunctionsforthetelephonesystem,isaco-owner,supportstheoperationalpracticesofthePCcommissioninganddecommissioning(PCCD)process,andisakeystakeholderinthedeliveryoftheuniversity’saccessmanagementpractice.

1.2 ClientSupportISTprovidesdesksidesupportforclientsinISTsupportedareas.Theseactivitiesinclude:installing,configuringandmaintainingdesktopcomputers,laptops,printers,peripherals,mobiledevicesandtelephones(mobileandlandlines)inUniversityworkspaces,openareaslabsandteachinglabs;servicingandfacilitatingrepairofcomputersandclassroomtechnologycomponentsinclassroomsandmaintainingappropriatesecuritypatchingandantivirusprotectionfordesktopandlaptops.Theteamisresponsibleformanagingsitelicensesforsomeadministrativedesktopsoftwarepackagesandforsupportingsoftwareandhardwareinstalledorattachedtothesecomputersincludingsomebusinessareaandfacultyspecificapplications.

1.3 DistributedITFordepartmentsanddivisionswhereservicesareprovidedbyDistributedITpartners,referencestotheISTServiceDeskandISTClientSupportteamsorrolescanbeassumedtobetheDistributedITPartner.

1.4 ExclusiveSupplierSimplyComputingwasselectedthroughacompetitiveprocessastheExclusiveSupplierfortheUniversityofManitoba’sAppleproductsandservices.ItistheexpectationthatallAppleproductsbepurchasedthroughthisvendorinaccordancewiththeExclusiveSupplier&AdministrativeSystemsPolicy.

https://www.umanitoba.ca/admin/governance/media/Exclusive_Suppliers_and_Administrative_Systems_Policy_-_2014_02_04_RF.pdf

1.4.1 ExceptionstoExclusivity1. AnyexceptionstotheuseofSimplyComputingmusthaveapprovaloftheITPC.2. Accessoriesmaybepurchasedfromanyvendorincluding(forexample)theUofMBookstore.3. SpecialconsiderationforCFIGrants(SeeAppendixF)andspecialpricingmayrequirepurchasing

throughAppleCanada.ThisshouldbedonethroughtheITPC.



Theprocessdefinedhere,andtheprocessclientswillengagewiththroughcontactwithIST,assumestheuseofSimplyComputingexceptwherenoted.

1.5 HighLevelProcessAtahighlevel,theprocessinvolvesthreemajorcomponents:

• Consult–Advice,informationandquotegenerationregardingAppleproducts,accessoriesandservices

• Purchase–ProcesstoacquireAppleproducts,accessoriesandservice• Support–RepairsandupgradestoAppleproducts

1.6 GeneralPrinciples1.6.1 ConsistencyofProcessAllApplecomputerpurchasesmustfollowthisprocess.

UseofcreditcardsincludingP-Cards,Travel&Expensecards,orpersonalcreditcardsforcomputerpurchasesisnotpermitted.Forexceptionsorspecialcircumstances,pleasecontacttheITPCinadvanceofpurchase.

1.6.2 SinglePointofContactAsageneralprinciple,clientsshouldalwayscontacttheISTServiceDeskforanyassistancewithtechnology,specificallyincludingthepurchaseandsupportofAppleproducts.

1.6.3 MultiplePointsofEntryClientsmayentertheprocessatmultiplepoints.Thefollowingarekeyentrypointsintotheprocessforclients:

1. Consult.Theprimaryentrypointisconsulting.ClientscontacttheISTServiceDeskwithageneralrequesttopurchaseacomputer.ISTClientSupportwillprovideadviceandacquireaquotethatcanthenbeusedbytheclienttoproceedwithpurchasing.

2. Purchasing.ClientsmaychoosetoacquireaquoteoutsideofISTandmayentertheprocessdirectlyatthepurchasingstage.

3. Support.ClientswillcontacttheISTServiceDeskforsupportwiththeirAppleproducts.

1.6.4 CustodyandControlTheUniversityofManitobahaspoliciesandproceduresregardingthesecurityofitsdevicesandthedataonthem.

https://www.umanitoba.ca/admin/governance/media/Custody_and_Control_of_Electronic_Devices_and_Media_Procedures_-_2015_06_23_RF.pdf

Devicesshouldnotbesentoffsitewithoutdueprocess.Thisincludesoffsiteupgradesandrepair.

Consult Purchase Support



1.7 KeyClientContactsForApplecomputerpurchasing,contacttheISTServiceDesk.

ForApplecomputersupport,contacttheISTServiceDesk.

1.8 KeySupportContactsSupport Primary/General EscalationSimplyComputing

[email protected]’sRoadWinnipeg,ManitobaR2H1J5

Mr.GordonGentesStoreManager204.942.6227extension4004

1.9 StandardEquipmentISThasapre-definedconfigurationforwhatisconsidered“standard”equipmentoptions.ThesedevicesrequirelessapprovalinEPIC.Ifaclientrequiresalterationstothestandardequipment,this“CustomtoOrder(CTO)”systemwillbeidentifiedbytheITPCandroutedtotheISTClientSupportManagerforapprovalinEPIC.

2 ConsultTheconsultationisaconversationbetweenISTandtheclientthatshouldresultinadetailedquoteforequipment,accessoriesand/orservicethatmeetstheclient’sneeds.

Generally,theclientwillcontactISTServiceDesktocreateaticketforconsultingservices.Optionally,theclientcanacquireadetailedquotethroughSimplyComputing.NotethatspecialconsiderationsexistforCFIGrantsthatrequireinvolvementofITPC(seeAppendixF).

2.1 Process:ConsultINPUT:RequestforConsultation

OUTPUT:Quote

2.1.1 Client1. ContactsISTServiceDesktorequestinformationaboutpurchasingAppleproducts,accessories

orservices.

2.1.2 ISTServiceDesk1. ProvidesFAQandgeneraladvice/direction.2. MaydispatchISTClientSupportforadetailedconsult.

2.1.3 ISTClientSupport1. Consultswiththeclient.2. CommunicateswithSimplyComputingtoacquireaquote.

a. IfthepurchaseispartofaCFIGrant,SeeAppendixFforspecialconsiderations.



3. Providesthequotetotheclient.4. Resolvestheticket.

3 PurchasingPurchasingisthegeneralprocessrequiredforanyproductsandservicesthathavefinancialimplications.However,somewarrantysupportissuesmaynotrequirepurchasing.

3.1 Process:PurchaseINPUT:Quote

OUTPUT:ConfiguredSystem

3.1.1 Client1. CreateEPICPurchaseRequest.2. AttachSimplyComputingquote.3. AttachPCCommissioningForm(PCCF).

http://umanitoba.ca/campus/bookstore/computers/media/Commissioning_Form-EPIC.pdf.4. SubmitforApproval(note:EPICapprovalwillproceedasperstandardprocess).

3.1.2 ITPC1. ReviewEPICPurchaseRequestforcompleteness.

a. ForCTOsystems,inadditiontothefinancialapproverssuchasafaculty’sBusinessManageroraunit’sdirector,alsoroutetotheISTClientSupportManagerforEPICtechnicalapproval.

2. ApproveEPICPurchaseOrder(PO).3. EmailtheISTServiceDesktoinstallandconfiguredeviceuponarrival.

a. Title:“AppleProcurement”.b. AttachPCCF.c. AttachPO.

4. FollowstandardPCintake/assetmanagementprocessfordocumentingassets.a. CreateConfigurationItem(CI)inCherwell.

3.1.3 ISTClientSupport1. ReceiveCherwellticket.Putstatus“onhold,waitingonvendor”towaitfordelivery.

3.1.4 Client1. SendapprovedPOtoSimplyComputing(viaemail).

3.1.5 SimplyComputing1. FulfillPO.2. ShiporderstothelocationspecifiedonthePO.

3.1.6 ISTClientSupport1. ReceiveandverifyorderfromSimplyComputing(Seeprocess3.2belowforincorrectorbad

orders).2. Scheduleinstallwithclient.3. UpdateCherwellticket



4. UpdateandvalidateCherwellConfigurationItem.

3.1.7 Client1. Receiveconfigureddevice.

3.1.8 ISTClientSupport1. ResolveCherwellticket.

3.2 Process:Incorrect/BadOrdersISTClientSupportwillreviewallordersforcorrectnessoncetheyarereceivedfromSimplyComputing.Intheeventthatadeviceisincorrectlyconfigured,non-functioning,orinanyotherwayunacceptable,theywillreturntheordertoSimplyComputing.

INPUT:incorrect/failed/unacceptablesystem

OUTPUT:CorrectSystem

3.2.1 ISTClientSupport1. UpdatetheincidentdetailsinCherwell.2. Re-packthesystem.3. ContactSimplyComputingandmakearrangementsfordeliveryorpickup(atnochargefrom

SimplyComputing)

NOTE:IssuesshouldbeescalatedtomanagementandITPCforvendormanagement.

3.2.2 SimplyComputing1. Correctorreplacethesysteminanexpeditedfashion.2. ShiporderstothelocationspecifiedonthePO.

3.2.3 ISTClientSupport1. Receivethesystem2. Continuetheprocessasbefore.

4 SupportAnysupportforsuspectedrepairissuesorupgradesshouldbeinitiatedthroughtheISTServiceDesk.ISTClientSupportwillbedispatchedtoassessthedevice,attempttoresolvetheissue,andengageSimplyComputingifarepairisrequired.

4.1 UpgradeUpgradesarehandledsimilartotheinitialconsultandpurchaseprocess,whereaquoteisacquiredandapprovedthroughEPIC.NotethatISTdoesnotperformhardwareworkonAppleproducts.Theclientwillbeabletochooseon-sitesupport(forafee)ortosendtheirequipmentoffsite(seeAppendixD).

DetailsoftheupgradeoptionsaredefinedinthefollowingFAQdocument.

ApplePurchaseProcess-ClientFAQCLEAN2017-02-10ver1.6



4.1.1 Process:OnsiteUpgradeIftheclientischoosinganonsiteupgrade,thison-sitefeewillbeincludedinthequoteasaserviceaspartofpurchasingtheaccessory.Iftheclientdecidesatalaterdatethattheywouldlikeanon-siteupgrade,thenthatwillrequireaseparatePOhandledthroughthesameprocess.

INPUT:POforcomponentandonsiteinstall.

OUTPUT:UpgradedSystem.

4.1.1.1 Client1. SendPOtoSimplyComputing.

4.1.1.2 ITPC1. EmailtheISTServiceDeskrenotificationofplannedupgrade.

a. Title:“AppleUpgrade”b. AttachPO.

4.1.1.3 SimplyComputing2. Acquirecomponent.3. Scheduletimewithclienttoattendonsite.4. Attendonsite.5. Upgradedevice.6. NotifyISTServiceDeskthattheupgradewascompleted.

4.1.1.4 ISTClientSupport1. UpdateCIinCherwell.

4.1.2 Process:OffsiteUpgradeDevicescanbeshippedtoSimplyComputingtoupgrade.Inthiscase,ISTClientSupportwillcoordinateshippingandtheappropriatesecurityreviewtoensuredataiscontained.

INPUT:POforcomponent.

OUTPUT:UpgradedSystem.

4.1.2.1 Client1. SendPOtoSimplyComputing.

4.1.2.2 SimplyComputing1. Acquirecomponent.2. Notifyclientthatthecomponentisnowinstockandtheycanshiptheirdevice.Simply

computingshouldinstructtheclienttocalltheISTServiceDesk(orappropriateDistributedIT).

4.1.2.3 Client1. ContactISTServiceDesktoinitiatetheshippingprocess.

4.1.2.4 ISTServiceDesk1. CreateCherwellticket.2. DispatchISTClientSupport.



4.1.2.5 ISTClientSupport1. Scheduletimewithclient.2. ConfirmsecurityriskisacceptableaspercurrentDataSecurityAssessmentprocess.3. PackageandshipdevicetoSimplyComputingorcoordinatewithnexton-sitepickupbySimply

Computing.

4.1.2.6 SimplyComputing1. Receivedevice.2. Performupgrade.3. ShipdevicetoISTServiceDeskorreturntoISTServiceDeskinnexton-sitepickup.

4.1.2.7 ISTServiceDesk1. Receivedevice.2. DispatchISTClientSupporttoreturndevice.

4.1.2.8 ISTClientSupport1. Verifyupgrade.2. UpdateCIinCherwell.3. Scheduletimetoreturndevicetoclient.4. Returndevicetoclient.5. CloseCherwellticket.

4.1.2.9 Client1. Receiveupgradeddevice.

4.2 RepairProcessTherepairprocessisverysimilartotheupgradeprocess.Onsiteandoff-siteoptionsareavailableforsimilarfees.Thedifferenceisthattheremaybesomeiterationregardingquotationsandfees.ISTClientSupportshouldalwaysattendthedevicetoattempttocorrecttheissuebeforeweengageSimplyComputing.OnceISTClientSupporthasdeterminedthattheissuerequiresvendorinterventiontheywillmanagetheprocessofcontactingSimplyComputing.

Theprocessinvolvestwosteps:

1. DetermineCosts2. PerformRepairs

4.2.1 OnsiteRepairSimilartoupgrades,theclientcandetermineiftheywouldlikeonsiterepair(forafee)ortoshiptheirdeviceoff-site.Iftheclientwouldlikeonsitesupport,thentheconsult/purchaseprocessshouldbeusedtoacquireon-siteservicesfromSimplyComputing.Inthiscase,SimplyComputingwouldattendthedeviceinsteadofshippingthedeviceoffsite.

4.2.2 Process:RepairThisprocessassumesthattheclienthascontactedtheISTServiceDesk;ISTClientSupporthasattendedanddeterminedthatthedevicerequiresvendorsupport.Inaddition,thisassumesthattherearecosts.Ifnocostsexist(becausethedeviceiscoveredunderwarranty),thedevicewillberepairedandreturned.



INPUT:Devicerequiringvendorsupport

OUTPUT:QuoteforRepair

4.2.2.1 ISTClientSupport1. Reviewwarranty.2. ContactSimplyComputingtoarrangeforreturn.3. SendthedevicetoSimplyComputingasperupgradeprocess.

4.2.2.2 SimplyComputing1. Receivedevice.2. Assessdevice.3. Iftheissuesarecoveredunderwarranty,performrepairandreturn.4. IftheissuesareNOTcoveredunderwarranty,provideaquotetoISTClientSupport.

Thenextstepsintheprocessassumethattherearefeesassociatedwiththerepair.

4.2.2.3 ISTClientSupport1. Receivequote.2. Discussquoteandoptionswithclient.

TherestoftheprocesswillproceedsimilartotheUpgradeprocessesabove(onsideandoff-site).NOTE:IftheclientchoosesNOTtorepair,thenClientSupportwillarrangeforthereturnofthedevicetotheclientas-is.



5 AdministrationAlladministrationrelatedtothisprocessandSimplyComputingwillbehandledthroughthenormalvendorrelationshipprocess.



AppendixADeliveryOptions Ifnotusingcomplimentarypick-upordeliveryservicesprovidedbySimplyComputing,theUniversityofManitoba’spreferredserviceproviderisSierraCourier.

ISTwillpackageequipmentandcontactSierraCouriertomakeanydeliveryarrangementsonbehalfoftheclient.Itisrecommendedthat“non-stop”deliveryisselectedasthemostsecuremethodoftransport.



AppendixB-Non-StandardCustomtoOrder(CTO)CTOApplesystemsareconfigureddifferentlyfromthestandardApplesystems(e.g.moreRAMorlargerharddrive).CTOApplesystemsarerequestedwhenthestandardApplesystemdoesnotmeettheclient’scomputingneeds.

AlmostanyvariationonastandardAppleequipmentconfigurationwillresultinapurchasebeingclassifiedasaCTO.ThiscanbeconfirmedbycheckingtheApplemodelnumberonthequotation.StandardordersstartwiththelettersMDorME,andCTOordersstartwiththelettersZorZD.

CTOSystemsrequireextraapprovaltopurchaseandthereisimpacttotheclient’sabilitytoreturnthedevice(seeAppendixCbelow)



AppendixC-SimplyComputing’sReturnPolicy

AllproductsthatarereturnedtoSimplyComputingwillbesubjectedtoevaluationtodetermineconditionandresalevalue.Anydamagedorbeyondrepairdevicesoraccessoriescanbedeniedorsubjectedtoarestockingfeedependentonitsreturnedcondition.

AllApplebrandedproductsthatarereturnedorexchangedthatarecustomtoorder(CTO)willbesubjectedtoa15%restockingfee.StandardbuiltApplecomputerscanbereturnedwithin30daysatnoadditionalcost.



AppendixD–AppleEquipmentUpgradesandRepairsASimplyComputingtechniciancancomeon-sitetorepairtheclient’sAppleequipmentatachargeof$149.00perhour.ThischargeisnotcoveredbyISTandissubjecttonormalPOprocessandapproval.

Ifthetechnicalissue(s)cannotberesolvedonsite,theSimplyComputingtechnicianwilltaketheclient’sAppleequipmenttotheSimplyComputing’soutlettocompletetherepairwork.NotethatISTmustbeinvolvedandtheDataSecurityAssessmentprocessneedstobefollowedifadeviceistoberemovedoffsite.

Iftheclient’sAppleequipmentisnotcoveredbyanextendedwarrantyprogramandistakenbacktotheSimplyComputingoutletforoff-siterepair,thecustomerwillbechargedaflatrateof$149.00forupto5hoursofservicework.Additionally,theclientmaybechargedforreplacementparts.

Servicingcantakeupto5businessdaysforrepairs.Timeframesmayvarydependingontheissueorifproblemcannotbeduplicated.

Apriorityrepairservicecanbeofferedtothecustomeratanadditionalcostof$49.00,whichwillexpeditetherepairtothefrontofSimplyComputing’squeue.Apriorityrepaircanbecompletedfrom1to3businessdaysdependingontheissues.

SimplyComputingisauthorizedtoperformAppleCarewarrantywork.

LoanerEquipment

NOTE:Thisofferinghasnotbeenapproved.Loanersshouldnotbeofferedtotheclientasofyet.

SimplyComputingoffersloanercomputerstocustomersatanadditionalcosttothecustomer:

Loanerratesstartat$50.00perday,$150.00perweekand$350.00permonth.

Loanerchargesalwaysapply,evenifthecustomerhasAppleCareorSimplyGuardcoverage.

Datatransferstotheloanercomputeranddatabackupsaretheresponsibilityofthecustomer.Ifthecustomerrequirestechnicalassistanceinthisregard,theyareinstructedtocontacttheISTServiceDesk.

Thecustomerisallowedtomakeconfigurationchangestotheloanercomputeriftheywish.Iftheyrequiretechnicalassistance,theyareinstructedtocontacttheISTServiceDesk(e.g.e-mailclientsorwebbrowsers).

Whentheloanercomputerisreturned,SimplyComputingsecurelywipestheinternalharddrivesothatnoresidualcustomerdataremains.



AppendixE–AppleEquipmentExtendedWarrantyPlansTheUniversityofManitobahastwoofferingsregardingextendedwarrantycoverageforclient’sAppleequipment.ThefirstisApple’sextendedwarrantyplancalledAppleCare.ThesecondisSimplyGuard,whichisSimplyComputing’sextendedwarrantyplan.

Apple’sExtendedWarrantyPlan–AppleCareandAppleCare+EveryMac(iMacs,MacBooks,MacMinisandMacPros)andiPadcomeswithaone-yearlimitedwarrantyandupto90daysofcomplimentarytelephonetechnicalsupport.TheclientcanextendtheircoverageuptothreeyearsforMacs(AppleCare)and2yearsforiPads(AppleCare+)fromtheoriginalpurchasedatebyprocuringtheAppleCareorAppleCare+extendedwarrantyplans.(RefertotheResourcessectionbelowformoreinformation.)

ImportantNote:TheAppleCareextendedwarrantyplanscanbepurchasedonlywhiletheclient’sMacoriPadiscoveredunderthestandardone-yearlimitedwarranty.

SimplyComputing’sExtendedWarrantyPlan–SimplyGuardSimplyComputing’sextendedwarrantyplan(SimplyGuard)providesextendedpartsandlabourwarrantycoverageforMacsandiPads.Theclientcanextendtheircoverageupto4yearsforbothMacsandiPads.(RefertotheResourcessectionbelowformoreinformation.)

Important Notes:

• TheSimplyGuardextendedwarrantyplancanbepurchasedonlywhiletheclient’sMacoriPadiscoveredunderthestandardone-yearlimitedwarranty.

• TheSimplyGuardextendedwarrantycoveragecommencesimmediatelyfollowingtheexpiryoftheAppleone-yearlimitedwarrantycoverageplan.

• TheSimplyGuardextendedwarrantyplandoesnotincludesoftwareortelephonesupport.

CandidatesforAppleExtendedWarranty(AEW)PlansItisrecommendedthatclientsconsiderpurchasinganAEWplan(eitherAppleCareorSimplyGuard)forthefollowinghighriskAppleequipment:

TypeofEquipment Examples RisksPubliclyDeployedAppleEquipment:

Computerlabsorkiosks. Pronetoabuse,theftandhighutilizationrates.

PortableAppleEquipment:

MacBooksoriPads Mobileequipmentismorepronetotheft,temperatureextremeswhichcandamageinternalcomponents/circuitry,anddamageduetodroppingorknockingofequipment.

Highvalueequipment Devicesover$2000 Replacementcostsarehigh.



Resources:AppleCareextendedwarrantycoverageforMacs:http://www.apple.com/ca/support/products/mac.html

AppleCare+extendedwarrantycoverageforiPads:http://www.apple.com/ca/support/products/ipad.html

SimplyGuardextendedwarrantyplancoverageforMacsandiPads:http://simply.ca/simply-offers/simplyguard/

VerifyingAppleExtendedWarrantyPlanCoverageTheISTServiceDeskcanverifyifthereisanexistingAppleCareorSimplyGuardextendedwarrantyplanassociatedwithaclient’sAppleequipmentbyvisitingthefollowingURLs(Appleequipmentserialnumberisrequired):

AppleCare: https://checkcoverage.apple.com/ca/en/

SimplyGuard: http://simply.ca/simply-offers/simplyguard/warranty-status/

RetainOriginalPackagingItisrecommendedthatclientsretaintheiroriginalpackaging,asitmayberequiredforproductreturnsorrepairs.ClientsmaybeliableforanydamageincurredintransitifthedeviceisnotreturnedinoriginalApplepackaging.

ItisrecommendedthatclientswhodonothaveoriginalApplepackaginguseasturdyboxandadequateprotectivepackingmaterial(i.e.bubblewrap)tosafeguardtheequipmentduringtransit.



AppendixF–CanadianFoundationforInnovation(CFI)ProcurementsDevicespurchasedthroughCFIfundingmaybeeligiblefordiscountsbelowAppleCanada’sstandardeducationalpricingmodel.CFIfundedquotationrequestsshouldbedonethroughtheITPCwhowillcoordinatepricingfromAppleand/orSimplyComputing.

ISTClientSupportwillforwardtheCherwelltickettoITPCforquotation.TheITPCrequiresthefollowinginformation:

Modelspecifics(e.g.CPU,RAMHarddrive)Partnumber(s)QuantitiesExtendedwarrantycoverageplan(s)

NotethattheUofMrecommendsthatclientspurchaseanAEWplanforallAppleequipmentprocuredusingCFIfunding(AppleCare,AppleCare+orSimplyGuard)



AppendixG–Trade-inofUsedEquipment

NOTE:Thisofferinghasnotbeenapproved.Trade-Inshouldnotbeofferedtotheclientasofyet.

SimplyComputingoffersatrade-inprogramwheretheywillpurchaseusedequipmentback.ClientswhowouldliketoconsiderthisoptionshouldcontacttheISTServiceDesk.

ISTServiceDeskwillensurethedeviceisproperlypreparedfordecommissioningandsendittoSimplyComputingforatrade-inquote.

Documents

Apple Computer Equipment - University of Manitobaumanitoba.ca/campus/bookstore/computers/media/Apple_Computer_Equipment... · Apple Computer Equipment Procurement and Repair Process