Service for AppleCare+ for Business Essentials
You can submit AppleCare repair requests or approve requests from your users.
Repair credits
A single repair credit is used to cover the cost of repair for an iPhone, iPad, Mac, or Apple TV. This includes multiple issues that may be wrong with the device at the time the device is given to AppleCare for repair—including spills and cracked screens. Repairs with in the first year covered by the manufacturer’s warranty will not consume a repair credit.
Important: AppleCare won’t cover abuse or beyond economical repair situations. Repair coverage is subject to AppleCare+ for Business Essentials Terms and Conditions.
The repair credits are shared across the entire organization and can be used for any device covered under a device plan, or any device covered under a user plan. This means that if your organization has 20 repair credits, all 20 repair credits could be used for one covered device. Every time a repair credit is used, the oldest repair credit in the organization is consumed.
Every time a user is removed from a plan (the user is deactivated, deleted or removed from the Smart Group assigning the subscription) the repair credit or credits that plan contributed for that user or device are removed.
Repair credit schedule
Plans that have AppleCare+ for Business Essentials include up to two credits that renew annually. The renewal date is the first day of the month, a year after the plan was added. Any repair credit can be used for any device associated with a plan with AppleCare+ for Business Essentials. Therefore, a repair likely doesn’t need to wait for the renewal date if the included credits are used. The total number of repair credits and the renewal dates can be seen in Service & Support Settings > Show Repair Credit Schedule. This information consists of the following.
Issued: This column represents how many credits were added per month to the total number of credits through a purchase of a plan. Plans that include one device seat add one credit and plans that include three seats adds two credits.
Renewed: This column represents how many credits renewed per month. This number maybe be lower than that of the initial purchase if there are less renewed plans.
Used or Removed: This column represents how many credits were used per month. Credits are also removed when a plan is canceled.
Balance: This column represents the total number of credits available at the end of the month.
Communication about repairs
As a device goes through the repair process, it can be in various states. Apple will communicate information on repair requests, repair status, and pickup information to the Apple Business Essentials administrator and the user.
Request Pending: The user submitted a repair request in the Apple Support app and entered a note about the repair. The user is notified from Apple Business Essentials to the email address associated with their account. The administrator can choose to approve the request unless auto approval for repair credits is on, in which case the request moves to Request Approved automatically.
Request Denied: If auto-approval is off, the administrator can deny the request.
Request Created: The repair has been created but the repair isn’t in progress yet.
Request Approved: The repair has been approved but the repair hasn’t been scheduled with AppleCare. This status includes requests from the user and repairs set up by the administrator in Apple Business Essentials.
Request Expired: The repair wasn’t booked with AppleCare within 30 days from the time the request was approved.
Repair Canceled: The administrator can cancel the request after it has been approved. The cancelation must occur before AppleCare is engaged (for example, the repair is booked).
Repair in Progress: The repair has been started with the chosen service provider. Cancellation is no longer possible at this point.
Repair Complete: The device has been returned to your or your employee. A final repair diagnosis will be included in the repair status.
Ready for Pickup: The device has been repaired or replaced and is ready for the person who scheduled the repair to pick it up.
Repair process when requested by a user
In order to request an approval the user must begin the process using the Apple Support app or the Business Essentials app. In the Business Essentials app, the Devices tab provides users with an easy way to view basic information about the devices they’re signed in on. The managed devices also show more information and actions, such as the ability to initiate repair requests using the Apple Support app or the Apple Support website.
When requesting an approval, the user is taken through steps that result in entering a “symptom” and a note which is displayed for the administrator in the Device Repair tab of Apple Business Essentials. This step results in the Request Pending status unless auto-approval is turned on, in which case the request has the Repair Request Approved status.
Manually initiate a repair
As an administrator, you can create a repair for a device covered by AppleCare+ for Business Essentials.
Note: Repairs are currently only for devices in the United States.
In Apple Business Essentials, sign in with a user that has the role of Administrator.
Select Service & Support
in the sidebar.Do one of the following:
If you currently don’t have any repairs in process, select Add Repair.
If you have repairs in progress, select New Repair at the top of your repair list.
Search for the device to repair, then select the Add button
.If necessary, enter any notes about the repair.
Decide if you want to use a repair credit or add to your monthly bill.
Select Purchase to initiate the repair process and automatically send the selected user instructions for scheduling the repair.
The repair will have a unique Repair Request ID that will be visible on the device page on the Service & Support page. This ID allows you and the employee to track the repair.
Set up automatic repair approval
In Apple Business Essentials, sign in with a user that has the role of Administrator.
Select Service & Support
in the sidebar.Select Service & Support Settings, then turn on Auto Approval.
Carefully review the dialog, then select Confirm.
Manually approve or deny a repair
If “automatically approve repairs” is turned off, you must manually approve all repairs.
In Apple Business Essentials, sign in with a user that has the role of Administrator.
Select Service & Support
in the sidebar, then select or search for a repair request in the search field. See How to search.Select the repair request.
Do one of the following:
Select Approve to approve the repair, select either repair credits or add to your monthly bill, select “I accept putting this device into repair mode,” then select Confirm.
Select Decline to decline the repair (if necessary), enter a reason for declining the repair, then select Confirm.
Schedule a repair
After a repair is created, the user associated with the device is sent an email with instructions on how to schedule the repair. An administrator can also schedule the repair.
Note: The repair must be scheduled with a Managed Apple Account associated with a plan that includes AppleCare+ for Business Essentials.
In Apple Business Essentials, sign in with a user that has the role of Administrator.
Select Service & Support
in the sidebar, then select or search for a repair request in the search field. See How to search.Select a repair that’s been approved, then select Schedule Repair.
You can schedule a repair using one of the following methods:
The Apple Support app
On the https://getsupport.apple.com/ website
Phone support
The “symptom” that is entered on the Apple Support website is displayed in Apple Business Essentials for that device on the Device Repairs tab.
Administrators and employees can choose the repair option most convenient for them.
Apple Store locations: It’s always best to make an appointment when possible.
Apple Authorized Service Providers: It’s always best to make an appointment when possible.
Mail-in repair: The repair is confirmed online and a box will be sent to you.
Express replacement: For iPhone and iPad devices, a replacement device can be sent to you. The damaged device is sent back to AppleCare after receiving the replacement.
Prepare for a repair
When a device repair is created, the device needs to be prepared for the repair. Devices will automatically no longer be pointed to the Apple Business Essentials MDM server until the repair is complete or if the repair is canceled. See Assign, reassign, or unassign devices.
For iPhone or iPad: Find My must be disabled and the device must be erased. This can be achieved from the device page in Apple Business Essentials for organization-owned devices, or directly on the device using Erase All Content and Settings. See the following:
iPhone User Guide: Erase iPhone
iPad User Guide: Erase iPad
For Mac: If the Mac supports a firmware password and one was set manually, it must be turned off. See the Apple Support article Set a firmware password on your Mac.
Cancel a repair
In some cases you may want to cancel a repair. Administrators and users can cancel a repair if the repair isn’t in progress. An administrator can cancel a repair by doing the following:
In Apple Business Essentials, sign in with a user that has the role of Administrator.
Select Service & Support
in the sidebar, then select or search for a repair request in the search field. See How to search.Select a repair that’s been approved, then select Cancel Repair.
Carefully review the dialog, if necessary, enter a reason for canceling the repair, then select Confirm.
The repair credit used will be returned if a repair is canceled.