AppleCare Repair Agreement

Apple Global Service Exchange Overview

Global Service Exchange (GSX) is AppleCare’s Repair management tool and entry point for AppleCare service information. In GSX you can facilitate a number of service related activities with Apple. Depending on your service contract, you may setup an onsite, mail-in or carry-in repair, check the status of a repair, check warranty status on an Apple product, access Parts Lookup to see available parts, view Service Source, Knowledge Base and Service News articles and more.

GSX is very efficient way to interact with AppleCare 24 hours a day, 7 days a week. With GSX, there is no need to call an AppleCare representative to facilitate service incidents, request repairs, check status or ask a question. Everything you need is available online, in GSX.

Tools to help you get started with GSX

GSX is fundamentally different from other service and parts ordering systems you may have used in the past. Apple has provided a number of tools and resources to ensure you can get up and running on GSX quickly.

Once you have access to the GSX system, you will be able to access and complete the comprehensive online GSX Training, and download the GSX User Guide. The training program includes exercises on the use of GSX and a follow-up exam, so you can evaluate your comprehension. The User Guide provides detailed instructions and start-to-finish directions for creating, tracking and managing repairs as well as all other functions available in GSX.

In addition to these resources, extensive online help is available on each page in GSX. Simply click on the Help button for context-specific instructions for the current screen. Online Help appears in a new window, allowing you to keep working while you view the help screen.

Key Concepts

There are several key concepts that are important to GSX including:

  • Roles and Privileges: Access levels in GSX are granted in the form of Roles. Each Role has various Privileges (such as Order Entry and View Only) associated with it. Apple will assign each new user to a specific Role depending on the terms of your service contract.
  • Fulfillment Orders: Fulfillment items such as manuals or media that originally shipped with a unit may be ordered via GSX.
  • Tech ID: GSX requires that a technician be identified for each Repair Order. Apple will create a certified technician ID for your account when you enroll.
  • AppleCare Service Source may only be accessed through GSX.

How to Access GSX

To access GSX, you must have a service contract with Apple. When you establish this service contract, Apple will provide you with information on accessing GSX. Contact your Apple Account Executive to learn more about GSX and request access to GSX. GSX is subject to additional terms and conditions viewable when initially accessing GSX.

System Requirements

GSX is a web-based application that has been tested across various platforms and browsers. You can access GSX with the following configuration:

  1. Apple Macintosh computer G3 processor or better, running Mac OS 8.5 or better. Minimum of 32mb RAM.
  2. Microsoft Internet Explorer 5.0 or better for the Mac.
  3. Netscape Navigator 6.0 or better for the Mac.
  4. Apple Safari 1.0 or better.