Self-Servicing Account Program

Apple's Self-Servicing Account (SSA) program is designed for institutions and businesses that want some flexibility to be able to manage their in-house repairs. This can include the ability to:

  • Obtain genuine Apple, Do-It-Yourself (DIY) parts, which are customer-installable and typically include replacement keyboards, mice, power cables, memory and cables
  • Directly initiate an Onsite facilitation service for selected and eligible products through to Apple's approved National Service Provider (NSP) for an onsite service.
  • Access to a Mail-in Repair facilitation service for iOS Products (iPad, iPod Touch, iPhone)
  • Order DIY parts for Non-covered Repairs, stock on hand or fulfilment
  • Or just to be able to access Apple's service systems for purposes of accessing warranty records (for linking such systems like CASPER or LIGHTSPEED POS to Apple's warranty system records via API's for purposes of maintaining IT fleet records of Apple products installed, or for POS validation of customers' Apple warranty)

Benefits

Self Service Accounts are able to take advantage of these benefits:

  • Instant access to diagnostic tools and product availability information
  • Next-day shipment of replacement product
  • Apple's online technical and account management support functions
  • Keep control of your installed base of products and manage in the way best suited to your organisation
  • iPhone Seed Stock may be purchased, where applicable, to minimise downtime

Requirements

Business and operational requirements

Organisations interested in participating in this program must meet the following requirements:

  • Own in total at least 500 Apple devices
  • Participation in this program is limited to Organisations with Apple product Deployments where all units are covered by AppleCare Protection Plan (Mac) or AppleCare+ (iOS), or another Extended Service Agreement provided by Apple
  • Participants can utilise the program for Apple products owned by their organisation; no third-party products or accessories may be serviced through this program
  • Commit to conducting appropriate diagnostic tests and screening of products1 to determine hardware failure as defined by Apple, and return defective products in a timely fashion2
  • Maintain a Limited Billing Service Account ("Service Account") with Apple for use when placing service orders3

Premises

Eligible organisations must maintain a dedicated workspace with appropriate tools and safety equipment including: barcode scanner, workbench, standard and specialised repair tools, appropriate gear to ensure ESD-safety compliance and a dedicated diagnostic server. If carpet is present, an ESD floor mat is required.

Technician Certification

Participating organisations are required to have Apple-certified technicians perform all repairs to Apple devices.

Becoming certified to repair Apple products requires passing exams at the end of Apple’s complimentary online self-paced training. Detailed information about Apple Certifications preparatory courses and exams can be found here.

Alternative Service Channels

Organisations that are ineligible for the SSA program can find out more about all of the service and repair programs Apple offers here.

To Apply

We are currently accepting applications from businesses. Please submit an email with a completed Self-Service Account Program Notification of Interest form to Aust-NZ-Field-Svc-Mgt@group.apple.com. You will be asked to provide relevant information about your organisation so that Apple can determine whether you are eligible for the SSA program.

Apply now
  1. Providers are required to have at least one technician complete the iOS Qualification.
  2. Defective products and parts are generally required to be returned within 10 working days of shipment. See the Program Manual for details.
  3. This requirement applies in addition to any existing accounts an organisation has with Apple, including a Self-Servicing Account for Mac repairs, and is subject to the Terms and Conditions set out in the appropriate agreement, which applicants will be asked to sign.
  4. Subject to parts availability and account status.