HE Agreement Institution User Guide v6.4 clean
Contents
1. NATIONAL HIGHER EDUCATION APPLE AGREEMENT Agreement Number NAT0O17 APPLE NBC 1011 1 October 2011 to 30 September 2015 INSTITUTION USERS GUIDE v6 4 Page 1 of 19 V6 4 May 2014 Contents Subject Agreement Overview amp Participation Benefits of the Agreement Sales amp Pre sales organisational chart Routes to Purchase Dedicated Higher Education Apple Store Adding a Link to the Dedicated Apple Store Creating Product Templates within the Apple Store Technical Warranty amp Customer Service Support What is AppleCare Protection Plan Uplift Apple Support Web site Apple in Education IT Resources Delivery Enquiries Order Tracking Service Provider Options under AppleCare AppleCare HelpDesk Support Apple Maintenance Program Volume Licensing Apple Software Volume Licensing iOS apps Volume Purchasing Program Training Opportunities Custom Driven Manufacturing Imaging amp more Recycling Program for Education Environmental Information Invoice Payment Procedures Agreement Management Page 2 of 19 V6 4 May 2014 Page 11 15 16 17 17 18 19 19 a Agreement Overview amp Participation In conjunction with the lead organisation Cardiff University the Universities Apple Computer Group UACG awarded Apple Distribution International sole supplier status for the National Higher Education Agreement for the Supply of Computer Equipment with an Apple Operating System after a2. if gt Estima Subtotal GBP Page 8 of 19 V6 4 May 2014 Name and describe your template Welcome Proposer UK Sign Out Help Account Y Basket wy Apple Store Q Search the store Home Mac iPod iPhone iPad Mac Accessories Mac Software Solutions amp Offerings Create Template Template Name Comments Item Picture Description Total Quantity Unit Price Total Price MacBook 2 4GHz Intel Core 2 Duo White l GBP GBP Z0jJQ A ae Specifications gt Estimated Shipping 3 5 business days Subtotal GBP Back Save Template gt Terms of Use Privacy Policy The Applicable Terms Help Contact Us Once created any proposer or purchaser for the account can reuse this saved template as follows Choose Templates from the homepage Welcome Proposer UK Sign Out Help Account Basket a Apple Store Q Search the store Home Mac iPod iPhone iPad Mac Accessories Mac Software Solutions amp Offerings Welcome to the Apple Store for Resellers Order by Part Number Proposals Order Status Browse Your Catalogue Mac iPhone Mac Accessories MacBook iPhone AppleCare Protection Plan Airport amp Wireless MacBook Air Cables amp Docks Mac AppleCare Products MacBook Pro Cases amp Armbands Bags amp Notebook Cases Page 9 of 19 V6 4 May 2014 Identify the template you wish to use amp Apple Store Home Mac iPod iPhone iPad Templates Template Number Template Name Creation Date L
3. iv provide recognised UK Further or Higher Education courses v have recognised UK Higher Education degree awarding powers The right is reserved during the period of this Agreement to make additions to or subtractions from the list of participating organisations broadly within the above criteria i v at the joint discretion of the lead university currently Cardiff University and the approved contractor s Page 3 of 19 V6 4 May 2014 a Benefits of the Agreement The Universities Apple Computer Group UACG has negotiated a number of special benefits to those using the National Agreement These include Attractive Negotiated Contract Price Discounts available to qualifying Institutions Staff and Students Dedicated Apple Store web based ordering for both Institutions amp Individuals offering two levels of user proposer and purchaser Special Promotions Dedicated account management via regional based professionals Regular Contract Reviews Inclusive free of charge special warranty and support package for desktop and portable computers providing three years parts and labour warranty and one year telephone support service Currently this excludes iPad iPod iPhone and any accessories or ancillary products such as mouse mats laptops bags etc Special pricing for AppleCare Protection Plan HE Contract Uplift if purchased at the same time as the Apple system as an optional uplift to the
4. Apple engineering resources and is currently quoted at 5 to 8 weeks depending on complexity Subsequent orders using the same image should be within 10 to 15 working days This service goes beyond just imaging of software and can include a range of other customization of the institution s systems including Network Settings User Settings and System Settings in addition to Software installation For more information regarding Custom Driven Manufacturing please contact your account manager Recycling Program for Education Apple has long been focused on eco friendly product design and packaging a concept which extends to the disposal of electronic equipment Out with the old Sometimes to make room for new equipment you need to dispose of existing systems and then find the funds to pay for new purchases from an ever tightening Page 16 of 19 V6 4 May 2014 g budget Trade in used equipment from any manufacturer and apply value to your new products With Apple s Trade In Program for Education Apple will not only help you remove old products but will also help you recover any remaining value to help offset the cost of a new purchase Apple in conjunction with its third party vendor also removes data and provides a disposition report for each system with residual value to facilitate your asset management Free recycling of used equipment from any manufacturer for Apple customers With Apple s Recycle Program for Educa
5. enables individuals to browse the store and place quotations proposals where needed 2 Authorised Purchasers Purchasers can place orders to Apple In addition purchasers can easily approve orders submitted by the proposers Page 6 of 19 V6 4 May 2014 Speed e Quick and easy steps to placing your order Steps for a Proposer Requestor e Simply log onto the store browse and select the items required e Upon checking out your order will be forwarded to the authorised purchaser who can approve and submit the order to Apple Steps for an Authorised Purchasers e Simply log onto the store browse and select the items required e Upon checking out your order is transferred immediately into Apple s ordering system e An e mail notification confirming order placement and again when units are dispatched is sent e You can also approve orders placed by Proposers Requestors Efficiency e Create templates to save frequently ordered products for quick access e Delivery tracking is possible via link on order confirmation e mail e Up to 8 months order history now visible online e Process returns quickly and efficiently through our Return Requests feature Recommended Systems e Decide on the best systems for your university and easily feature these on the front page of the store e These recommended systems will then be readily accessible for future ordering and can be easily amended as your requirements change Adding a Lin
6. way to save your frequently ordered products for quick access To create a template Add items to your Basket In the bottom right corner of the Basket page click Create Template Enter the template name then click Save Template The store generates a unique Template ID which you and others may use to search for the template or as a reference for your records 5 To see a list of your templates and access them for creating proposals or orders click View All Templates at the bottom right of the screen or click Templates on the homepage a a KRKEKEREREREEREREEREREREREEREREREREEREREREREREREREREEREREREERERERERERRERERE Recommended systems is the way to go to ensure purchasers consistently know and can easily order the right spec or system for their organisation Please be aware that there is also Template functionality available on the store today that allows both proposers and purchaser to save the contents of a basket on the store as a template The saved template can be reused to place subsequent orders by simply selecting the template and selecting which contents of the template you wish to add to subsequent orders This is a more efficient approach if there are repeatedly placing similar large orders To create a template gt shop and configure the items you want to include in the template and add to basket Go to your basket and choose Create Template Your Basket Add Part Configure
7. 8 1000 Agreement Management The overall management of the Agreement will be via the Universities Apple Computer Group UACG comprising representatives from the HE regional purchasing consortia to reflect UK regional Higher Education interests Regular review meetings are held between the UACG and Apple to monitor the Agreement and consider how it may evolve to the benefit of all parties The current members of the UACG are Institution Representing Howard at o Agreement Manager Cardiff University HEPCW David Westcott Chair Cardiff University HEPCW Technical Mike Kilner LUPC LUPC Gary Lloyd University of Chester NWUPC Stuart Barkworth Sheffield University NEUPC Technical University of the Arts Hall University of the Arts London London Technical a a Management of the Agreement within Apple is the responsibility of Kevin Duncan whose contact details are as follows Phone 020 8278 1550 e mail duncan k apple com A copy of the HE National Agreement is available from Howard Allaway Page 19 of 19 V6 4 May 2014
8. Saturday 1000 to 1800 In view of the foregoing special inclusive warranty provided with current desktop and portable computers under the Agreement you may consider it unnecessary to purchase the optional AppleCare Protection Plan uplift unless you require the benefit of the one year telephone support extended to three years A Service amp Warranty comparison matrix and further details regarding the AppleCare Protection Plan uplift are given below HE Apple Agreement Desktop and Portable Computer Service amp Warranty Matrix Cover Standard Apple 1 year parts and labour 90 days up and Warranty for Carry in to Apple running support for OS comparison purposes Authorised Service X and iWork only Provider applications Standard HE 3 year parts and labour 1 year up and Agreement running support for Zero Cost OS X and iWork applications AppleCare Protection running support for from 30 OS X and iWork applications Standard AppleCare 3 year parts and labour 3 year up and running Protection Plan for support for OS X and comparison only iWork applications HE Uplift to 3 year parts and labour 3 year up and Service options as detailed in Appendix One of the HE Agreement Terms and Conditions Service options as detailed in the AppleCare Protection Plan terms and conditions Subject to terms and conditions available service options may vary depending on country What is AppleCare Protection P
9. acknowledgement you may not cancel your order except under clauses 13 3 14 1 14 7 or 16 3 in the Agreement s Standard Terms amp Conditions There is no provision for returning or exchanging goods that have been incorrectly ordered by the buyer or for which the buyer s business rationale has changed It is the buyer s responsibility to ensure that a purchase order is correct in all respects before committing it A further e mail is sent once the goods have been dispatched An on line order tracking facility including delivery tracking is available on the Apple website and a link to this facility is provided in the order confirmation e mail from Apple Should you have any questions regarding the delivery of your Apple systems these should directed to our pre delivery enquiry number 08708 760212 choosing option 2 from the menu Service Provider Options under AppleCare Protection Plan If your institution has an established strategic relationship with a particular Apple Authorised Service Provider AASP then it may be possible to arrange for warranty under your AppleCare Protection Plan to be carried out by your preferred AASP Any request for a particular AASP to be used to service your AppleCare Protection Plan should be raised in the first instance with your account manager who will be pleased to discuss how this may be implemented AppleCare Help Desk Support If you require phone based technical support for Apple brand
10. ast 30 Days Created By Template Number v Template Name 2000014745 TESTTEMPATE Terms of Use Privacy Policy The Applicable Terms gt E Apple Store Home Mac iPod iPhone iPad Template Details Template Number Template Name Comments v Item Picture Description MacBook 2 4GHz Intel Core 2 Duo White Specifications gt Pricing as per document creation date Terms of Use Privacy Policy The Applicable Terms 16 05 2012 Welcome Proposer UK Mac Accessories Creation Date Welcome Proposer UK Mac Accessories Total Quantity l Sign Out Help Account Basket uy Q Search the store Mac Software Solutions amp Offerings Created By Purchaser UK Help Contact Us Sign Out Help Account Y Bas ker wy Q Search the store Solutions amp Mac Software Offerings Unit Price Total Price GBP GBP Subtotal GBP Co CELE Help Contact Us Select some or all the items in the template and add to basket After this point it s the normal store experience for creating proposals or checking out Page 10 of 19 V6 4 May 2014 4 Technical Warranty and Customer Service Support One of the special National Agreement benefits negotiated on behalf of the HE community is the inclusive free of charge three year parts and labour warranty and one year telephone support package This package provides a three year parts and labour hardware warranty for current Apple desktops and portabl
11. ed_ professional software and networking products AppleCare Professional Help Desk may be an ideal solution AppleCare Help Desk Support provides an economical option for professionals who support users of high end Macintosh networking and multimedia products Page 13 of 19 V6 4 May 2014 4 This service will provide priority access to Apple s senior technical support staff along with a suite of tools that you can use to diagnose and troubleshoot Apple hardware allowing you to manage resources more efficiently improve response time and reduce training costs AppleCare Help Desk Support covers an unlimited number of support incidents for software installation launch and use hardware and software diagnosis and troubleshooting and issue isolation for Apple based solutions This plan provides one year of coverage to two technical contacts that your Organisation designates Further details are available from your account manager the HE account team or on the web at www apple com uk support products helpdesk html Apple Maintenance Program The Apple Maintenance Program provides a highly cost effective route for keeping the operating system of your installed base of Apple computers up to date in the event of major new releases To take out an Apple Maintenance Program the systems to be covered must already be licensed for the latest current version of the Apple operating system The program lasts for three years and will provide op
12. erating system upgrades free of any further charge during this period Volume licensing pricing is also available for the Apple Maintenance Program enabling even greater cost savings Further details and costs may be obtained from the HE sales team via the contact details above Volume Licensing Apple Software Volume Licensing The fast easy way to digitally download install and deploy Apple software to every Mac in your educational institution Conveniently digital The Mac App Store makes it easier than ever to browse and download applications for the Mac and distribute them to your organisation Powerful Apple apps such as iPhoto iMovie GarageBand Pages Keynote Numbers Aperture and Final Cut Pro X are just a click away No more buying multiple discs and waiting for them to arrive There are two ways to get the latest versions of Apple software to every Mac in your organisation You can download the applications you need from the Mac App Store and distribute them using the tools you re already familiar with such as Apple Remote Desktop or NetInstall Alternatively you can distribute redemption codes to your users who can then download the software themselves from the Mac App Store Volume licenses for educational institutions Education customers can purchase Apple software directly from Apple by contacting their Apple education account representative or through the Apple Store for Education at http store apple c
13. es NB note exclusions amp variations under Benefits of the Agreement on pages 4 amp 5 and a telephone technical support service to the member for one year from purchase covering the Apple desktop or portable hardware Apple operating system and any Apple branded consumer software supplied with your computer as standard Access to technical support and customer service is via the following phone number The support phone number is 0844 209 2220 please note that this number is for Institutions only Individuals staff and student personal purchases should call 0844 209 0611 When calling the support line you should have to hand the serial number of the entitled Apple system on which you require support this will assist the Apple technical support engineer in providing a prompt response to your enquiry Apple s goal is to work with you to find solution as quickly and efficiently as possible In the unlikely event the call determines you require hardware service depending on the Apple hardware product and your location in the UK one or more of the following support facilities may be offered The current warranty coverage status for a system serial number can also be checked here https selfsolve apple com agreementWarrantyDynamic do e During the 3 year warranty period Apple can depending on the customer s location arrange either an on site service for desktops subject to normal Apple rules of availability of on site
14. foregoing inclusive special warranty amp support package Special HE Agreement 3 year AppleCare Protection Plan for iPad Periodical training and seminars Environmentally sound end of life disposal services Direct relationship with Apple Training and Support opportunities for institutions with a large Apple installed base Page 4 of 19 V6 4 May 2014 Sales and Pre Sales Organisation Chart Mike Munn UK Education Sales Director Lawrence Stephenson HE Development Manager Kevin Duncan Contract Manager Andrew Nagle Leonie Gillman Clare Smith Anna Louise Love Craig Smith Lara Havord Regional Education Regional Education Regional Education Regional Education Regional Education Regional Education Manager Manager Manager Manager Manager Manager 07515 847345 07714 706634 07968 845027 07713 388681 07714 916267 07920 151722 Scotland amp East of England amp E Eneland Midlands amp Northern amp NW South amp SW Northern Ireland London 8 Wales England England Inside Sales Team Phone 0800 912 0207 oy Team Admin Sales Manager S Ext 82495 al Carol Desmond Paul O Donnvan Niamh McCartney Orla Goggin Stuart Griffiths Lydia Mulcahy Account Manager Account Manager Account Manager Account Manager Account Manager Account Manager Ext 89572 Ext 89259 Ext 89812 Ext 88185 Ext 89877 Ext 88248 pr Scena Northern Ireland SW amp SE England l amp NE England London amp SE NW England amp Scotland a
15. ight of the applicable directives of the EU invoices will be sent net of VAT if your establishment is VAT registered and such registration details have been entered onto the Apple accounting system and the products are shipped to you from an EU country other than the UK However if the products are shipped to you from within the UK any applicable VAT will be included in your invoice It is the responsibility of your organisation to fulfil its obligations regarding the payment of VAT where due The EU has put these measures in place to reduce administration overheads within the VAT system between member countries Apple recommends that you take the appropriate advice regarding your establishment s liability for VAT Purchase orders should be sent to Remittance advice and payment should be sent to Apple Education Team Apple Distribution International Apple Distribution International FAO Finance Case Application Hollyhill Industrial Estate Hollyhill Industrial Estate Hollyhill Hollyhill Cork feland o Payment may also be made by BACS to the following account Bank Name Bank of America Address PO Box 407 1 Alie Street London E1 8DE Account Name Apple Distribution International Account Number 38709179 Sort Code 30 16 35 Page 18 of 19 V6 4 May 2014 4 Any queries regarding invoices should be addressed to Apple Distribution International Hollyhill Industrial Estate Hollyhill Cork Ireland or by telephone to 020 821
16. k to the Dedicated Apple Store from your Institution Apple actively encourages each institution to provide a link from their Intranet Network to the dedicated Apple Store This ensures ease of use for your staff and students wishing to access the store and to your purchasing centres wishing to browse or purchase Apple systems Your IT department or other body responsible for your institution s computer systems should be able to add the link to the web address listed above Apple Retail Store The Apple Retail Store is a separate legal and operating entity to Apple Distribution International and is not party to the National Higher Education Apple Agreement and therefore the Agreement terms and conditions will not apply to any purchase from an Apple Retail Store However in certain circumstances the Apple Retail Store may be able to offer price matching at its total discretion Please note that for any Apple Mac products purchased from an Apple Retail Store the standard one year Apple warranty will apply Any institution purchases from the Apple Retail Store must be in compliance with institutional processes Only Apple Mac purchases made via the National Higher Education Apple Agreement in accordance with the procedures described above will attract the special National Higher Education Apple Agreement 3 year warranty at the time of purchase Page 7 of 19 V6 4 May 2014 Creating Product Templates in the Apple Store A Template is a
17. lan Uplift AppleCare Protection Plan uplift is an optional service upgrade available for the full range of Apple systems AppleCare Protection Plan uplift provides the following additional benefits over and above the special three year parts and labour warranty supplied as standard e The plan includes telephone support and 24 hours a day Internet support for three years from date of purchase You will also get access to the Apple support web sites where you will have easy access to extensive information to help you keep your system running smoothly Apple Support Web site There is a wealth of service and support information including access to the Apple Knowledge Base discussion groups and downloads available via the following web site www apple com uk support Page 12 of 19 V6 4 May 2014 4 Apple in Education IT Resources The following URL provides a range of IT Resources relating to the use of Apple products in education including Deploying iOS Devices Deploying Mac Computers Purchasing iOS Apps and Books Developing Apps Training and Certification http www apple com education resources information technology html Order Confirmation Delivery Enquiries Order Tracking An estimated build time is provided on the HE Agreement Apple Store and notification e mails are sent out automatically providing estimated delivery times once an order has been placed Once we have sent you the order
18. mp London amp East England Yorkshire Northern England Anglia Caoimhe Keller Account Manager Ext 88458 Wales amp SW England duncan k apple com andrewnagle apple com Igillman apple com clare smith apple com annalouise_love apple com stephenson apple com Lara Havord Craig Smith Lydia Mulcahy Paul O Donovan Caoimhe Kelleher Carol Desmond Orla Goggin Stuart Griffiths Lara Havord Craig Smith o Lydia Mulcahy Paul O Donovan Stephen Duffy duffy s apple com Caoimhe Kelleher Carol Desmond _ _ Orla Goggin Stuart Griffiths Niamh McCartney nmccartney apple com Please note that your main point of contact is your Internal Sales Team account manager Page 5 of 19 V6 4 May 2014 Routes to Purchase Apple offers a number of routes to purchase including via the Internet using the dedicated Higher Education Apple Store by phone and by e mail Contact details for these routes are as follows Dedicated on line Apple Store http apple procureweb ac uk Phone 0800 912 0207 Institutions Phone 0800 039 1010 Individuals e mail uk education euro apple com Dedicated Higher Education Apple Store The dedicated Apple Store offers a quick and cost effective route to approved institutions amp organisations including staff and students on campus to check prices prepare quotations for approval and to place orders electronically There are two stores one for institutions and one fo
19. ndor You are responsible for ensuring that the disposition of your equipment through the Apple Recycling and Trade in and Recycle program for Education is consistent with all applicable European national and local laws and regulations Please contact your account manager for further details Collection events Apple is able to help HE institutions organise and facilitate a collection event for the local community All electronics will be recycled in a secure and environmentally friendly manner by our service provider Please contact Steve Duffy or your internal sales team account manager to find out more about hosting a free recycling event Page 17 of 19 V6 4 May 2014 4 Environmental Information Apple s environmental web site available at the URL below contains a wealth of information relating to product design responsible manufacturing and energy efficiency In addition Apple Product Environmental Specifications may be accessed and downloaded from this site http www apple com environment Apple Product environmental reports are available at the following URL http www apple com environment reports Invoice Payment Procedures Payment terms under the Agreement are 45 days net of receipt of a valid invoice Apple Distribution International which is based in Cork in the Republic of Ireland will issue the invoice Normally your invoice will arrive shortly after delivery of your Apple systems In l
20. om uk browse home education_routing Volume licence contracts are available at a 50 per cent discount per licence with a minimum quantity of 20 licenses Apple reserves the right to revise the applicable discount without notice Page 14 of 19 V6 4 May 2014 4 Additional information on purchasing and deploying Apple software volume licenses is available at the following URL http www apple com uk mac volume licensing iOS apps Volume Purchasing Program The Volume Purchase Program allows educational institutions to purchase iOS apps in volume Who is eligible to participate in the Volume Purchase Program for Education Universities colleges and other pre approved organisations see participation on pages 3 amp 4 of this Guide can participate in the program How does an institution participate in the Volume Purchase Program for Education You will need to select an individual from your institution to manage your program have him or her enrol to become a Program Manager using the Program Manager enrolment form The Program Manager creates and edits Program Facilitator accounts What is a Program Facilitator Program Facilitators are the people in your organisation who purchase apps in volume They can search for apps and purchase them in variable quantities using a credit card Additional information including terms and conditions applicable to the Volume Purchase Program is available at the foll
21. on fee in full for all levels indicated above What kinds of organisations are suitable for a Self Servicing Account A potential Self Servicing Account SSA is a large organisation with an installed base of 500 Macs or more The organisation will have their own service or maintenance department which makes repairing items in house a more attractive option than out sourcing or entering into a third party maintenance contract They will be interested in controlling the quality and time of the entire repair process including troubleshooting diagnosis repairing verifying and returning product to Apple where necessary Details of the training opportunities are available from your account manager who will be pleased to discuss in detail how your institution may be able to benefit from these offers Organisations interested in becoming a Self Servicing Account can find additional information at the following URL http www apple com support programs ssa Custom Driven Manufacturing Imaging and more Apple is able to provide computers with a software disk image to Institutions requirements as mutual agreed and approved with Apple as an additional costed option Apple has in place processes and procedures to manage this process with any participating institution and a tiered pricing structure to provide units with pre installed software image The lead time for the initial image creation depends on the input of the institution and
22. owing URL http www apple com uk education volume purchase program faqg html Training Opportunities Apple is able to provide a range of training for hardware operating systems and applications Further details are available at http www apple com uk support services training In addition Apple is committed to supporting major users of Apple hardware operating systems and applications and to this end operates from time to time reduced cost training courses and various levels of sponsorship for technician training for those customers who wish to commit to becoming a Self Servicing Account SSA The level of sponsorship for technician training is based on your University s business plan developed between your institution and your Apple Account Manager taking into account your actual or in some cases forecast annual spend on Apple systems Other considerations include your institution meeting the criteria for becoming an SSA Approval to sponsor the training of one technician per institution based on your account manager s recommendation will rest with the Apple UK Education Sales Director Page 15 of 19 V6 4 May 2014 The agreed levels of sponsorship available are as follows Level of annual business potential Sponsorship gt 50 000 50 of course fee gt 100 000 75 of course fee gt 150 000 100 of course fee In addition Apple will also sponsor subject to the technician passing the exam the examinati
23. r staff students Within the institution store there are two levels of user proposer and purchaser As the names Suggest proposers may check pricing and prepare quotations and purchasers may place orders Access to the dedicated Apple Store is controlled by the IP address s of your institution and therefore access can only be gained from within your institution s network or other approved access point Requests for access if not already available within your institution should be directed to the HE Contract account team on the phone and e mail addresses listed above Requests for purchasing rights within the institution Apple Store should also be directed to the account team Any internal approval processes of your particular institution must of course have been completed before requests are made to Apple Please note that an enrolment agreement including acceptance of the terms and conditions of using this Apple Store to purchase goods will need to be signed prior to purchasing rights being allocated to an institution Details of this agreement and the terms and conditions of use can be obtained from the HE account team Features amp Benefits of using the dedicated online store Security e Only Authorised Purchasers can place orders meaning that you have complete control over who is authorised to complete this important function in your institution Types of access available 1 Proposer Requestor You can provide viewer access which
24. service Please see section C Service Options of the document as the following URL for further details http images apple com legal applecare docs AppleCare_Protect_Plan_EU_ en pdf e oracollect and return service for portables e Carry in Service this involves transporting the product to an Apple Authorised Service Provider or an Apple Retail Store appointment at Genius Bar required where repairs will be carried out e Do It Yourself Repair this may be offered where a simple module swap will resolve the problem if you are comfortable to carry out the swap Full instructions will accompany the replacement part If a Collect and Return service is being provided then the product should be boxed in its original packaging or packaging we send you Apple will arrange for courier collection of the product which will be repaired and returned to you Any special instructions relating to the particular service being provided will be explained to you by the Apple technical support engineer and or included with any packaging we send you 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 Page 11 of 19 V6 4 May 2014 Technical support is currently available at the following times Monday to Friday excluding Bank holidays 0800 to 2000
25. thorough and extensive tender and negotiation process Organisations that may participate in the Agreement were defined in the EU Tendering documentation and the details are replicated below for reference The overall management of the Agreement is via the UACG comprising appropriate representatives from the HE regional purchasing consortia Participation Organisations that may participate in this proposed Agreement must mandatorily satisfy criteria i amp ii below plus at least one of the remaining qualifying criteria ili v i mandatory be classed by the ONS Office of National Statistics as a public sector body according to established criteria for accounting governance and classification ii mandatory be a registered member of at least one of the following UK Higher Education Regional Purchasing Consortia Advanced Procurement for Universities and Colleges Limited APUC English National Purchasing Consortium ENPC Higher Education Purchasing Consortium Wales HEPCW London Universities Purchasing Consortium LUPC North West Universities Purchasing Consortium NWUPC North East Universities Purchasing Consortium NEUPC Southern Universities Purchasing Consortium SUPC or be a UK Research Council incl RCUK Ltd iii be formally associated with a recognised UK degree awarding institution via an established long term funding stream for teaching and or research and or a defined legal business relationship
26. tion Apple in conjunction with its third party vendor will ensure a safe and environmentally friendly disposal of your assets that meets highest standards of recycling This service including collection transport recycling and certificate is free for any Apple customer This service is open to any brand and is not limited in volume Benefits Leveraging Apple s Trade In and Recycle Program allows you to recover value from your existing equipment It also ensures that your retired equipment will be disposed of in the most environmentally sound manner o All returned equipment is recycled in compliance with all national and European requirements o All recycled hard drives are ground into confetti sized pieces o Data on all hard drives to be resold is overwritten three times and sanitised o Apple has an accredited process for the deletion of data and all used facilities are ISO 27001 certified o On request customers may receive a certificate of destruction for each lot recycled o All asset tags and other identifying information are removed prior to disposition o Waste arising from Apple s EU recycling program is recycled inside the EU o No waste from Apple s EU recycling program is shipped outside the European Union o Equipment in good working order can be traded in for a bank transfer or for a cheque Please note that this program is subject to Terms and Conditions that will be provided to you by Apple s third party ve
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