Repair Logistics
Managed repair logistics from user to service and back.
When a device needs repair, ZYS manages the workflow from triage through return: initial triage, collection from the user’s location, routing to the appropriate service channel, approval of out-of-warranty work, tracking and return.
Talk to our Apple team
Have a technical or commercial question about this service? The ZYS Apple team can help with design, fit and feasibility.
Business value
What the service delivers.
Remote triage first
Remote triage comes first so we can separate issues that can be resolved in place from incidents that require physical repair.
Employee-location logistics
Collection and return can be coordinated from the office or a customer site according to the agreement, without making the user manage the repair process.
Authorized service routing
Warranty and AppleCare cases are routed through the appropriate service channel to preserve coverage and documentation requirements.
Commercial control and visibility
Out-of-warranty work is quoted and approved before execution according to the agreed customer process.
Process
How we implement it.
Open a ticket
Phone, email or service portal, depending on the support plan.
Triage
Perform remote diagnostics and determine whether collection is required.
Collection and continuity
Coordinate courier collection and activate a loaner where included in the SLA.
Repair
Route to the appropriate service channel and obtain approval before non-covered work.
Return and closure
Return the device to the user, recover the loaner and update the service history.
Scope
What is included.
- Remote triage before collection
- Pickup and return according to customer location and agreement
- Warranty and AppleCare routing to the appropriate channel
- Quotation and approval before out-of-warranty work
- Loaner device according to the support plan
- Data handling under a documented process
- Status tracking from collection through return
- Repair history as part of asset management
Frequently asked questions
How quickly can a device be collected?
What happens to data on the device?
Can you collect from remote employees?
Related services
Services that fit into the same lifecycle.
Loaner Devices
Preconfigured loaner devices delivered according to the support plan SLA.
Learn moreAppleCare for Enterprise
Priority hardware service and 24/7 Apple technical support, which can be combined with a ZYS support plan.
Learn moreManaged IT Services
Help desk, asset management, procurement, endpoint management, networking and reporting under a defined service model.
Learn morePlan your Apple environment with us.
Share your user count, device mix, identity environment, security requirements and target date. We will define the scope and structure a proposal.