Apple Service Programs

Self-Servicing Account Program

Introduction

Apple’s Self-Servicing Account (SSA) program is designed for institutions and businesses that want the convenience of repairing their own products. Program participants ("Self-Servicers") must have an installed base of at least 50 Apple computers, are authorised to repair only the products they own or lease, and may not perform repair work for third parties.

Qualified institutions (education, government, and non-profit organizations) and businesses that fulfill the minimum requirements of the program can use Apple’s online systems to quickly and easily accomplish the following:

In addition, Self-Servicers that maintain Apple Certified Macintosh Technicians on staff can perform more intricate Covered Repairs.

Program Tiers

Apple’s Self-Servicing Account program consists of the tiers listed in the table below.

Program Tiers
Parts Only Self-Servicers participating at the Parts-Only tier receive Replacement parts for Covered Repairs at no charge but do not receive labor compensation. Self-Servicers participating at this tier typically have Extended Service Agreements that only include parts coverage.
Parts and Labor Self-Servicers participating at the Parts-and-Labor tier receive Replacement parts for Covered Repairs at no charge and labor compensation for certain Covered Repairs when coverage includes labor. Self-Servicers with Extended Service Agreements that do not include labor coverage are not eligible to participate at the Parts-and-Labor tier.

Requirements and Benefits

Apple authorises, solely at its discretion, qualified institutions and businesses to participate in the Self-Servicing Account program.

Program Requirements

In addition to the requirements listed below, organizations seeking to participate at the Parts-Only program tier must own or lease at least 50 Apple products that are less than five years old and located within the Self-Servicer’s organization. To perform Covered Repairs beyond the level of DIY parts, Parts-Only tier Self-Servicers must maintain Apple Certified Macintosh Technicians on staff.

In addition to the requirements listed below, organizations seeking to participate at the Parts-and-Labor program tier must own or lease a large installed base of Apple products (typically 300 or more) that are less than five years old and located within the Self-Servicer’s organization. Those products must be covered by the Apple One (1) Year Limited Warranty, AppleCare Protection Plan, or other Extended Service Agreements that include labor coverage. Parts-and-Labor tier Self-Servicers are required to maintain Apple Certified Macintosh Technicians on staff.

Note: Self-Servicers with Extended Service Agreements that do not include labor coverage are not eligible to participate at the Parts-and-Labor tier.

At a minimum, all Self-Servicing Accounts must fulfill the following requirements:

Program Costs

Program Benefits

Self-Servicers that meet either the Parts-Only or Parts-and-Labor tier program requirements, but do not have Apple Certified Macintosh Technicians on staff can:

In addition to the benefits listed above, Self-Servicers that maintain Apple Certified Macintosh Technicians on staff can:

Note: Self-Servicers with Extended Service Agreements that do not include labor coverage are not eligible to receive labor compensation.

Authorised Service Locations

Authorised Service Locations are permanent repair facilities that, in addition to local health and safety regulations, meet Apple’s standards. With the exception of DIY parts, Mail-In facilitation service, and Non-covered Repairs, all Apple Authorised Service Locations operated by Self-Servicers are required to use Apple Certified Macintosh Technicians when conducting diagnostics, repairs, modifications, alterations and upgrades on Apple hardware products.

Apple Certification Requirements

With the exception of DIY parts, Mail-In facilitation service, and Non-covered Repairs, each Authorised Service Location operated by Self-Servicer is required to use Apple Certified Macintosh Technicians when conducting diagnostics, Covered Repairs, modifications, alterations and upgrades on Apple hardware products. The table below lists related Apple Certification exams.

Apple Certified Macintosh Technician (ACMT)
Certification Requirements Exam Name
Hardware Certification Macintosh Service Certification Exam
Mac OS Certification Mac OS X v10.5 Troubleshooting Exam

Becoming Apple Certified

As of February 2008, Apple Training offers the following certifications applicable to Service Technicians employed by Self-Servicers:

Note: Apple Certified Support Professional certification is recommended, but not required, for Service Technicians who replace DIY parts or create Mail-In Repairs.

Becoming certified to repair Apple Macintosh systems requires passing both a software exam and hardware exam at an authorised Prometric Testing Center (refer to the table above).

Training Resources

Mac OS and Apple hardware self-paced training is provided online without additional charge to Self-Servicers. By simply clicking the Training & Certification link at the top of the GSX Home page, Service Technicians can prepare for certification exams and keep apprised of new Apple product courses.

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

Apple Service Tools and Information

Additional program features include online access to the following information:

Note: These features are subject to change or discontinuance at any time.

AppleCare Service Source, which is accessible from the GSX Home page, provides the following troubleshooting and repair resources for Apple products, as well as Self-Servicing Account program information:

Self-Paced Training Materials are provided online without additional charge to all Self-Servicing Accounts. This training is accessed via GSX and includes:

New Provider Preparedness, which begins approximately 7-10 business days after receiving written confirmation that Apple has approved your Self-Servicing Account Agreement, ensures that your organization has a clear understanding of service policies and procedures. An Apple New Provider Preparedness specialist contacts newly authorised Self-Servicing Accounts to initiate this process.

System Requirements

To access Apple service information and resources, you must have Internet access either through an Internet Service Provider or LAN/WAN connection, and an Apple Macintosh computer with Mac OS X and Safari v1.2 (or later) or a PC with Windows 2000 or XP and Internet Explorer 6.x.

Application and Additional Information

For more information about Apple’s Self-Servicing Account program, contact your Apple Account Executive. You can also submit questions in English to the SSA Program Team. Responses, in English, are provided in two to three business days.

To apply for the Self-Servicing Account program, discuss your organization’s service needs and capabilities with your Apple Account Executive to determine whether the program is right for your organization. If you conclude that the Self-Servicing Account program is appropriate, click the button below to submit an application.

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