Broward County: Teacher FAQ Sheet

1
AppleCare Strategic Account Management
Revision Date: 07/07/2006



Broward County Teacher F. A. Q. Sheet
Frequently Asked Questions

Apple is pleased to provide service and support to Broward County. Most schools
should have a designated Technical Liaison Contact/Micro-Tech or Tech Lead to
act as the liaison between Apple and your schools teachers, students, and
administrators.

If you experience any difficulty with a portable or desktop that you are not
comfortable handling yourself, or if a unit in your classroom seems to need
software or hardware service, please contact your Tech Lead at your earliest
convenience.

Please fill in the name and contact information of your assigned Tech Lead in the
space below for future reference:

Tech Lead:
Name: __________________________________
Phone: __________________________________
Email: __________________________________


Apple is here to help you fulfill your duties as a teacher and will provide the
following tools to assist you with your job:
Broward County Teacher F.A.Q. Sheet (this document)
Access to the Apple Broward County Call Center that provides direct access
to experienced Education technical support professionals.
Access to the Apple Support web site that is available to help you 24 hours
a day, 7days a week. Youll find comprehensive product information as well
as technical assistance and software updates at www.apple.com/support.


Broward County: Teacher FAQ Sheet
2
AppleCare Strategic Account Management
Revision Date: 07/07/2006

1. What do I do when a portabl e or desktop appears to need
servi ce?

If your Tech Lead is unavailable or if you feel comfortable addressing the issue
yourself, please feel free to contact Apple at anytime for assistance. An Apple
Education Help Desk Representatives will help you resolve technical difficulties up
to the point at which software installation or hardware repair is required. At that
point the Education Help Desk Representative will ask you to escalate the unit to
your Tech Lead for service or software installation. You should:

For portables, deliver the unit to the Tech Lead.
Provide the Tech Lead with your name, room number and a detailed
description of the problem, as you understand it.
Advise the Tech Lead if you have already contacted Apple and provide the
Tech Lead with the AppleCare case number provided by Apple.

2. If I choose to cal l Appl e, what i nformati on do I need before I
cal l ?

Your name.
Your school name.
Your school phone number.
The units serial number.
Description of the problem and the steps to reproduce the problem.

3. When can I cal l the Appl e Cal l Center for hel p?

Monday Friday, 8:00 AM 9:00 PM EST.
Saturday Sunday: 9:00 AM 9:00 PM EST.

4. Where do I cal l ?

Please be sure to inform your Apple Education Help Desk Representative that you
are a Broward County customer.

Apple Call Center: 1-800-919-2775
When prompted enter your account number: 47222 (4SBBC)



Broward County: Teacher FAQ Sheet
3
AppleCare Strategic Account Management
Revision Date: 07/07/2006

5. What can I expect when I cal l ?

An Apple Education Help Desk Representative will be available to answer your
questions, assist you in troubleshooting, and, if necessary, refer you to your
schools Tech Lead for assistance to service your unit.

Important: Be sure and write down the case number and, if necessary, provide
that number to your schools Tech Lead for further assistance servicing the unit.

6. If a uni t i s sent i n to my Tech Lead, how l ong wi l l i t be before
the uni t i s r eturned?

Your schools Tech Lead will attempt to troubleshoot and resolve issues so that
your unit can be returned to you quickly. In some cases your unit will require
hardware service by Bell Tech. Logix, Apples Dedicated Authorized Service
Provider for Broward County.

Please see questions 7 and 8 below for more information.

7. If a uni t i s cal l ed i nto Appl e for servi ce, how l ong wi l l i t be
before the uni t i s returned?

Apple will strive to meet and in most circumstances exceed the 10-day return to
service for Non-Refresh portables and desktops. Refresh iBooks (units identified
as a part of the Refresh Program) have a next day return to service goal for service
requests received by Apple by 11 AM EST.

The turn around time of your unit can be substantially extended by the following
actions:

Delays in reporting a service request to Apple.
Incorrect or inadequate reporting of damage to the computer.
No trouble found (as this requires Apple to check all systems).
Computers not being in reported rooms or areas

8. Wi l l Appl e back up or restore my data?

No, neither Apple nor Apples Authorized Service Provider, Bell Tech.Logix will
attempt to back up your data or assist in data recovery. Backing up your data is
your responsibility and should be completed often. Ask yourself, how important
is my data?
!