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 iPad in an envelope, print and attach the shipping label to the front and store in a secure location for pickup by DTS.

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 so that the parent can be notified of the cost or use of first insurance incident.

If the repair is covered under warranty or is due to normal wear and tear:

  • The iPad or a replacement will be returned to the school along with a note letting you know there is no charge to the student. Please remember to notify the parent of the service.

If the student has paid for insurance…First Instance: The insurance assessment will be changed to first for the student by DTS on the iPad Management tab in Infinite Campus. The iPad or a replacement will be returned to the staff member who submitted the work request, along with a reminder to notify the parent of the claim.

Second and Third Instance: The insurance assessment will be changed to second or third for the student by DTS and a fee will be assessed to the student in Infinite Campus and RevTrak. The cost of the second and third use of insurance will be communicated to the staff member who submitted the work request, along with a reminder to notify the parent of the claim and the fee.

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.

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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.

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

No replacement iPad will be issued until a student has paid any outstanding repair fees. Outstanding fees for repair will carry over to the following calendar year and across schools in the district. At the discretion of the school, you may choose to assign a loaner iPad for temporary use as needed.

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 the guidelines for the school iPad loaner fleet?

Each school is assigned one (1) loaner iPad for every 125 students. These should be kept in a secure location and be charged for use when needed. Schools will need to use their discretion in determining whether students with a device in for repair should check the loaners in and out daily or be allowed to take them home. When a student is assigned a loaner, be sure to check it out to them in DIIS and check it back in when their iPad is returned to them. Upon return of a loaner, reset the device so that it is ready for the next user.

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