Damaged District iPad Service Process

How do I submit a work request for a damaged district iPad?

Submit a work request for a damaged district iPad with the iPads Work Request Form. Make sure to enter your username (lastname_firstname) and not your full email address.

District Student iPad work requests will need to be entered by a staff member, preferably a LTP – Site Coordinator. Upon receiving the work request, the District Technology Services (DTS) Mobile Device Hardware Specialists will verify whether the student has purchased insurance, as well as whether they have made a claim against insurance this year.

Where is the student iPad insurance information located?

The iPad insurance information is located under the Network Login tab in Infinite Campus.

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Should I submit a work request for all iPad issues?

No. Some issues may not require the iPad to be returned to DTS for repair. There are some issues that may be resolved by a Help Desk Specialist or by a campus LTP – Site Coordinator.

These issues may include:

  • Resetting a forgotten passcode
  • Rejoining to the svvsd Wi-Fi network
  • General assistance with settings, setup or app installation

In general, only hardware-related issues should be sent in to DTS. If you are unsure, feel free to contact a Help Desk Specialist at 303-702-7730 or extension 57730.

Remember, if an iPad repair is hardware-related, it will need to be sent off-site for evaluation and a cost estimate for repair. If a student has insurance, a replacement iPad will be expedited for return. If the student does not have insurance, or if their first insurance incident has been consumed, this process may take two (2) weeks or more.

Do I need to do anything before sending a district iPad in for repair?

BEFORE the iPad is sent to DTS, be sure to:

  • Check the iPad in from the student in the District Technology Services Inventory System (DIIS)
  • Sign out of iCloud and reset the screen passcode to 111111
  • DO NOT include charger or cable. If charger or cable is damaged, the student should purchase a replacement from school stock.

How do I return the damaged iPad to District Technology Services?

For Pickup:

Place the damaged iPad in an envelope, print and attach the shipping label to the front and store in a secure location for pickup by DTS (Do not send via Warehouse, DTS Mobile Device Specialist will pick the equipment up).

To Hand Deliver:

Print the shipping label and attach to the iPad. Deliver the iPad to the Help Desk at DTS (2929 Clover Basin Drive, 2nd floor, Longmont) during normal work hours (7:15 am to 4:15 pm, Monday through Friday).

DO NOT deliver iPads to DTS via regular warehouse or school mail delivery pickups.

What happens once DTS has received the district iPad?

Once the district iPad is received, the Mobile Device Hardware Specialists will determine if there is a cost for the repair and enter that information into Infinite Campus and RevTrak. This information will be communicated to the staff member who submitted the work request via a ServiceDesk email so that the parent can be notified of the cost or use of first insurance incident.

If the repair is covered under warranty:

  • A note will be made in the ServiceDesk ticket noting the device was warrantied though Apple. A replacement will be returned to the school to keep it’s stock maintained. When the work ticket is closed, it should specify that a warranty replacement was used and that there was no charge to the student. Please remember to notify the parent of the service.
  • A warranty replacement is a device that has ceased to function due to no error on behalf of the user. An example would be a faulty battery not holding a charge.

If the student has paid for insurance

Starting in the 2021-22 school year, Elementary students and iPad cases for 8th Generation (Gen8) iPads were added to insurance coverage. Students that purchase iPad insurance get three instances of coverage where the result is reduced or no costs for replacement materials. Both the case and the iPad share instances. For example, if a student breaks two iPads and one case, they have used all three covered insurance instances and will no longer be covered. The only exception is if both the iPad and the case are damaged as a result of the same accident.

First Instance: The first break of either the case or the iPad is covered under insurance for no extra cost. The insurance assessment will be changed to first for the student by DTS on the iPad Management tab in Infinite Campus. A replacement device will be delivered by a Mobile Device Technician on the next scheduled delivery day.

Second Instance: The second break of either device will result in a reduced fee of either $25 for the case or $50 for the iPad. If the iPad and the case are damaged in the same accident, only the fee for the iPad will be put into Infinite Campus. Just like the first instance, Infinite Campus will be updated to reflect the usage and the appropriate fee will be added. A replacement device will be delivered by a Mobile Device Technician on the next scheduled delivery day. An email will be sent through ServiceDesk to the staff member who placed the work request informing them of the nature of the fee and its amount.

Third Instance: Infinite Campus will be updated to show the third use of insurance. A reduced fee will be added of either $50 for the case or $100 for the iPad. If the iPad and the case are damaged in the same accident, only the fee for the iPad will be put into Infinite Campus. A replacement device will be delivered by a Mobile Device Technician on the next scheduled delivery day. An email will be sent through ServiceDesk to the staff member who placed the work request informing them of the nature of the fee and its amount.

Fourth or More Instance: Insurance will be a full charge of iPad replacement. The fee will be assessed and entered by DTS in Infinite Campus and RevTrak. The cost of the repair will be communicated to the staff member who submitted the work order, along with a reminder to notify the parent of the claim and the fee.

If the student has not paid for insurance

  • A fee will be assessed to the student in Infinite Campus and RevTrak by DTS. The cost of the repair will be communicated to the staff member who submitted the work order along with a reminder to notify the parent of the fee.

Student iPad Damage Optional Insurance and Repair Guidelines

What happens if a student does not or cannot pay the fee?

Outstanding fees for repair will carry over to the following calendar year and across schools in the district.

If a family cannot afford the cost of the repair fee, the school may assign service in lieu of payment with the goal being to reinforce student responsibility for care of the device. Your school can determine the type and amount of service appropriate. A good guideline would be an hour of service for every $10 of fees, with a maximum of 15 hours of service per incident. A student iPad will be reissued and the repair fee will be considered fulfilled once the school has informed DTS that the service has been completed to satisfaction.

Form Examples to use with Students who need to be setup on Payment Plans or provide Service in Lieu of Payment:

What do I do when the repaired iPad or a replacement is delivered to the school?

Assist the student in completing the initial setup steps:

  • Check the iPad out to the student in DIIS
  • Enroll in Remote Management
  • Set up email
  • Set a passcode
  • Enter Apple ID in the App Store and iCloud settings
  • Turn on Find my iPad

Note: Contact the parent to make them aware of the replacement so that they can reset restrictions if needed.

What are some resources available for student tech teams?

Some schools are leveraging student tech teams and self-help tech areas to provide basic tech support and training resources for students and staff. Below are some links to resources from some of our schools:

  • Tech Cafe Help Menu –  Student self-help technical support resource from Westview Middle School