End User Documentation

UOE Apple user’s guide – how to get the best pricing and support from Apple, XMA. Opal and UoE IT support.

End user documentation

There are a number of documents associated with the Apple provision under the National Apple Agreement users need to use and be aware of.

1.  This document (UoE Apple Users Guide) which is intended as a catch all to gather the various essential pieces of information from the other documents in to one easy to read document.

2.  The Official Apple Institution Users Guide (V6.4) created by Apple and need only be used if you can’t get an answer to your question from the others.

3.  The Opal warranty support users guide.(Opal provide Apple hardware warranty support)

4.  The XMA Tablet Devices Price List and Guide to Purchasing

5.  The Apple extended warranty provision

6.  The Apple Price List

Please email below regarding the Apple position on the Applestore in Edinburgh.

"The Apple Retail Store is not party to the National Higher Education Apple Agreement and, therefore, *purchases will not come with a discount or 3 year warranty*. Only Apple Mac purchases made via the National Higher Education Apple Agreement in will attract the special National Higher Education Apple Agreement discount and 3-year warranty at the time of purchase."

National Higher Education Apple Agreement 1 October 2011 – 30 September 2015

Benefits of the Agreement

·  Price discounts available to Institutions, Staff and Students

·  Special Promotions

·  Three year parts and labour warranty and one year telephone support worldwide (this excludes iPad, iPod, iPhone and accessories e.g. mouse mats, laptop bags etc.)

·  Special pricing for AppleCare Protection Plan (HE Contract Uplift)

Routes to Purchase

UoE has two routes available for users to buy Apple equipment.

1.  Place the order using e-Fin

2.  Place the order using the Apple catalogue in PECOS

UoE staff should not use the Applestore (online or Edinburgh shop) to buy for UoE.

Schools should also consider whether to buy Apple iPads from XMA under the Scottish Procurement Tablets contract for Education, which offers a saving on the unit cost of at least £12 depending on the model. (Prices at 1 June 2014)

The recommendation is if schools are only buying iPads they should order from XMA using their Punch-out website.

If technical advice is required before buying Apple equipment please contact your College/School IT support team as below.

IS and School Helpline

http://www.ed.ac.uk/schools-departments/information-services/help-consultancy/help-services/contact-helpline

Personal purchases from Apple direct (Staff and Students )

Web: http://apple.procureweb.ac.uk

Phone: 0800 039 1010

Technical, Warranty and Customer Service Support

All Apple desktops and laptops are covered by a three-year, parts and labour warranty and one-year telephone support package worldwide (this excludes iPad, iPod, iPhone and accessories e.g. mouse mats, laptop bags etc.)

The current warranty coverage status for a system serial number can be checked here: https://selfsolve.apple.com/agreementWarrantyDynamic.do

UoE uses Opal to provide hardware only support ( rather than Apple ) as the process is much easier and it is Opal who provide the support for Apple anyway even if we go direct to Apple. Please see embedded document below.

For Apple support for software Institutions should call 0844 209 2220

For Apple support for software Individuals (staff and student personal purchases) should call 0844 209 2220.

Opal warranty guidance

Opal offer a collect and returns service for warranty repairs: http://www.opalcs.co.uk/educheckin

Out-of-warranty repairs need to be done in person

Please always ensure that you have backed up your data before any repair is carried out as Apple cannot be responsible for loss or damage to data, software or any other information stored in any part of any product provided to Apple for service.

What is the AppleCare Protection Plan Uplift?

This is an optional service upgrade available for the full range of Apple systems and provides the following additional benefits over and above the special three-year parts and labour warranty supplied as standard: -

·  The plan includes telephone support, powerful diagnostic tools and 24 hours a day Internet support for three-years from date of purchase

Supporting documents

Apple Institution Users Guide and price list

August 2014