Apple Service Programs

Apple Authorized Service Provider Program

The Apple Service Provider program is designed for companies interested in offering service to Apple customers, whether they are consumers, businesses, educational institutions or government organizations. Authorized Apple Resellers and businesses that specialise in service, but do not resell Apple finished goods products, are both able to apply for Apple Service Provider authorization.

Universities and colleges may apply for Service Provider authorization to deliver repair services to their students. Educational institutions who wish only to repair their own equipment should apply to the Self-Servicing Program. All repairs covered under warranty must be performed by Apple-certified technicians.

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Types of Service Provider

There are two main types of Service Provider:

Authorized Service Providers, companies which are Authorized to provide repair services to all Apple customers.

Limited Service Providers, companies and organizations which operate under limited service agreements which allow service for specific customers or specific Apple products as defined in the Limited Service Provider agreement.

Who can apply for Service Provider status?

Resellers, service companies and educational institutions in countries where Apple has a direct service presence may apply for Apple Service Provider authorization. Individuals or sole traders may not apply.

What are the benefits of Service Provider status?

Apple seeks to ensure that all Service Providers are able to deliver exceptional customer service to the highest standards in the industry. Apple Authorized Service Provider status gives your customers confidence and enhances your reputation.

  • Reimbursement for labour, parts and (where applicable) travel for repairs covered by Apple Limited Warranty or extended service agreement
  • Only Authorized Service Providers are able to obtain parts directly from Apple in order to complete repairs
  • Participation in the Service Excellence performance-based bonus compensation program (where applicable)
  • Access to comprehensive product, repair, service, take-apart, troubleshooting, and upgrade information, plus on-the-spot technical support available for certified technicians
  • Inclusion in Apple’s resource locator system, which enables customers to find their nearest Service Provider via the Apple website (excludes Limited Service Providers)
  • For more detailed information on the benefits of becoming a Service Provider, please contact your regional AppleCare team.

What are the requirements for Service Provider status?

Business requirements
Organizations applying for Service Provider status are required to have been in operation for a reasonable period, with audited financial records available for review by Apple. A credit line is required and must be agreed with the Apple Finance team in the appropriate region. The organization should actively promote the Apple brand as part of their business along with AppleCare service and support products.

Applicants who do not meet these requirements may still apply if there are special circumstances, as each application is reviewed on a case-by-case basis.

Premises
The organization must maintain a commercial walk-in service location with dedicated service personnel in an easily accessible location. The premises must include a clean and presentable reception area for customers who require a walk-in service, and a secure workshop area for repairs, storage of parts and incoming units for repair. A residential address is not acceptable as a Service Location unless agreed by specific arrangement.

Technician Certification
Service Providers are required to use Apple Certified Macintosh Technicians when conducting diagnostics, Covered Repairs, modifications, alterations and upgrades on Apple products. For every thirty Apple repairs conducted each week, a service provider should employ at least one Certified Technician.

Becoming certified to repair Apple Macintosh systems requires passing both a software exam and hardware exam at an Authorized Prometric Testing Center. Certifications are renewed on an annual basis via recertification examinations.

The Apple Training website provides detailed information about Apple Certifications, preparatory courses, exam registration, and exam fees.

Mac OS and Apple hardware self-paced training for recertification is provided online without additional charge via our service provider portal, Global Service Exchange.

Operational requirements
Service Providers are required to meet Apple’s standards at all times with regard to service levels, certification of technicians and availability of service to customers. Apple typically audits and reviews Service Providers to ensure these high standards are consistently met.

For more detailed information on the requirements for Service Provider status please take a look at the Requirements document, available for download.

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