Warranties are great. Both Apple's standard one-year and AppleCare extended warranties cover a lot of things that could happen with your new Mac. However, for some of Apple's biggest customers - business and education - they need more than just free repairs. They need options for quicker turnaround, pickup and delivery, and even onsite repair. That's what our Priority Service SLAs do.
Our Priority Service Level Agreements supplement Apple's warranties with additional services that help you get the most out of your new equipment. For businesses and schools where every machine needs to be up and running all of the time, we can provide services that accelerate turnaround of repairs and provide more convenience. That means less hassle and more machines in doing what you need them to do.
Included in these SLAs are a combination of the following services:
- Phone Diagnosis and "Pre-Ordering" of Parts
Based on a joint diagnostic with one of our certified service technicians and a technically savvy user at your location, Tech Superpowers will pre-order parts for the repair, eliminating the need for an onsite diagnostic for simpler issues, like bad hard drives, optical drives, mice, keyboards, etc.
- Onsite Diagnostics
For more complex issues that are impossible to diagnose on the phone, we will send an Apple Certified technician to perform an Onsite Diagnostic, which ensures that repairs are done as accurately as possible. This technician will arrive between 1-2 business days upon notification of the issue. - Onsite Repair
For most desktop issues, we can perform all repairs onsite as long as you have the appropriate clean anti-static (i.e. not carpeted) workstation where these repairs can be performed.
- Complementary Pickup and Delivery
For those repairs that cannot be performed onsite, which includes most laptop repairs and complex desktop repairs, we will provide complementary pickup and delivery of Apple hardware. Pickup will be within 1-2 business days upon notification of the issue and drop off will be within 1-2 days of repair completion.
- In-house Priority Service
For units that do come into our shop for repairs, this service bumps you to the front of the line at no additional charge. While parts availability can affect the speed of repairs, that usually means repairs will be complete within a few business days with this level of priority.
Standard SLAs for a small number of machines start at a small monthly fee per machine (ranging from $5-$10). Depending on the number of machines and coverage required, this cost can be less. Included in the service is a complementary hardware inventory of the machines that covered under the SLA as well as dedicated online support portal for submitting repair requests.
Contact our Service Manager at 617.267.9716 x714, or email dispatch@techsuperpowers.com.
Related topics include: Apple Service and Repair, Repair Rentals, Repair Tips, Direct Dispatch and TSP Managed Macs. Many people ask: "Why is it better to get my Mac repaired with you vs. the Apple Store?"
