Self-Servicing Account Program
Apples 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 authorized 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 Apples online systems to quickly and easily accomplish the following:
- Obtain genuine Apple, Do-It-Yourself (DIY) parts, which are customer installable and typically include replacement keyboards, mice, power cables, memory, and modem cables
- Directly initiate Mail-In facilitation service for select products
- Order parts for Non-covered Repairs, stock on hand, or fulfillment
In addition, Self-Servicers that maintain Apple Certified Macintosh Technicians on staff can perform more intricate Covered Repairs.
- Covered Repairs include the repair of products covered by an Apple Hardware Warranty, AppleCare Protection Plan, or other AppleCare Extended Service Agreement.
- Non-covered Repairs include the repair of products when coverage has expired or the repair pertains to accidental damage or abuse.
- Mail-In facilitation service is the repair or replacement of select Apple products at an AppleCare Repair Center.
Apples Self-Servicing Account program consists of the tiers listed in the table below.
|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.|
Apple authorizes, solely at its discretion, qualified institutions and businesses to participate in the Self-Servicing Account program.
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-Servicers 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-Servicers 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:
- Maintain a service terms billing account with Apple, which is used when placing service orders, and at least one Authorized Service Location. Apple will automatically set up the billing account once a Self-Servicing Account Agreement is in place.
- Perform troubleshooting and validate coverage prior to creating repairs.
- Use only genuine Apple service parts purchased from Apple when performing Covered Repairs.
- Ensure that an Apple Certified Macintosh Technician performs all Covered Repairs that extend beyond the level of DIY parts. To remain certified and eligible to repair Apple products, Technicians must take hardware recertification exams each year prior to the expiration of their current certification. Taking a Mac OS recertification exam may also be required if a newly released Mac OS version significantly differs from the previous version.
- Limit repair work on Apple products to products owned or leased by Self-Servicer.
- Create a Repair Order within Apples online Global Service Exchange (GSX) system for each Covered Repair.
- Maintain administrative and technical resources, internal policies and procedures to remain in compliance with Apples standards.
- No first-year or annual fees to participate in the program
- $150 (USD) for each Apple certification exam ($50 discount vouchers are available)
- $50 (USD) for each Apple recertification exam
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:
- Access comprehensive, online product information, training, repair procedures, troubleshooting, and diagnostic tools
- Order genuine, Apple DIY parts and service parts for Non-covered Repairs using Apples online Global Service Exchange system, which provides automatic product and pricing updates, online order validation, immediate order confirmation and estimated ship date
- Access online Mac OS and hardware training for service Technicians from the GSX Home page
- Use GSX to directly initiate Mail-In Repairs performed by an AppleCare Repair Center
- Use GSX to order service parts for stock on hand and to place fulfillment orders for lost, missing or damaged new product manuals and/or media items
- Use the GSX Help Form for administrative help with GSX, including order status, billing questions, and Covered Repair claim reconciliation
In addition to the benefits listed above, Self-Servicers that maintain Apple Certified Macintosh Technicians on staff can:
- Obtain genuine Apple service parts, enabling them to perform all Covered Repairs and Non-covered Repairs on the Apple products owned or leased by their organization
- Manage the quality and time of the entire repair process, including troubleshooting, diagnosing, repairing, verifying, and returning products to Apple
- Perform repairs on a Module-exchange basis to limit down time
- Access Apples Technical Service Provider Support resources to troubleshoot difficult repairs
- Receive labor compensation from Apple for certain Covered Repairs when coverage includes labor, provided Self-Servicer is participating at the Parts-and-Labor tier
Note: Self-Servicers with Extended Service Agreements that do not include labor coverage are not eligible to receive labor compensation.
Authorized Service Locations
Authorized Service Locations are permanent repair facilities that, in addition to local health and safety regulations, meet Apples standards. With the exception of DIY parts, Mail-In facilitation service, and Non-covered Repairs, all Apple Authorized 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 Authorized 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 Troubleshooting Exam|
Becoming Apple Certified
Apple Training offers the following certifications applicable to Service Technicians employed by Self-Servicers:
- Apple Certified Macintosh Technician (ACMT) certification for Service Technicians seeking to repair Macintosh systems, including desktops, portables, and servers.
- Apple Certified Support Professional (ACSP) certification for help desk personnel, Service Technicians, technical coordinators, and others who support Mac OS X customers or perform Mac OS X troubleshooting and support in schools and businesses.
Apple Service Tools and Information
Additional program features include online access to the following information:
- AppleCare Service Source
- Self-Paced Training Materials
- New Provider Preparedness
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:
- Service Manuals: 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.
- Self-Servicing Account Program Manual: Information regarding the performance criteria, business practices, and policies to which participants in Apples Self-Servicing Account program must adhere.
- Macintosh Diagnostics Tools: Advanced troubleshooting and testing tools for Apple products. Updates are distributed via the web and communicated through AppleCare Service News.
- AppleCare Service News: Bulletins about new or revised service programs and policies.
- Web Chat Service: Live Web Chat with Apple Technical Service Provider Support.
- GSX: Parts order management system.
- GSX Web Services: A data exchange mechanism that allows partners to integrate their applications with GSX.
Self-Paced Training Materials are provided online without additional charge to all Self-Servicing Accounts. This training is accessed via GSX and includes:
- Desktop Products
- Portable Products
- Server Products
- Mac OS
- New Product Training
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 authorized Self-Servicing Accounts to initiate this process.
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 Apples Self-Servicing Account program, contact your Apple Account Executive.