Frequently asked questions
These are the questions organisations ask most often when they first approach us. If your situation is not covered here, your account manager can answer it during onboarding.
We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 5 or more managed laptops.
Eligibility and scope
Who can use your service?
We serve businesses and organisations only. That includes companies, schools, agencies and non-profits that manage fleets of company laptops. We do not serve consumers, individuals or personal devices, and minimum engagement is five or more managed laptops.
Do you support personal machines?
No. Our entire service is built for organisations, with business authorisation, asset records and invoicing. Personal-device intake is outside our scope.
Is this an authorised Apple service?
No. We are an independent service provider. We are not affiliated with, endorsed by or authorised by Apple Inc., and MacBook is a trademark of Apple Inc. used for identification only.
What kinds of faults do you repair?
Physical hardware faults, including display assemblies, batteries and power, keyboards and trackpads, ports and connectors, chassis and hinges, logic-board level failures and liquid damage.
Do you provide remote assistance?
No. We provide physical hardware repair and maintenance only. We do not provide remote assistance, help-desk cover or consumer support of any kind.
Service and turnaround
How quickly are repairs completed?
Most repairs complete within two to four business days from approval. Priority machines under a managed plan are targeted at one to two business days, subject to parts availability.
What happens if a part is delayed?
Your contact hears from us before the target is missed, with the reason and a revised date. We would rather communicate early than let a deadline pass quietly.
Do you visit our offices?
Yes. On-site maintenance is delivered by scheduled visit during an agreed window. Staff hand over machines and collect them afterwards, and findings are recorded for your asset register.
Can you collect machines from several sites?
Yes. Depot service is location-independent, and on-site visits can be planned across your priority locations under one agreement.
What is depot service?
Company laptops travel to our Phoenix bench under a written authorisation, are repaired and tested, then returned with a consolidated manifest for reconciliation.
Accounts, custody and billing
How is work authorised?
Work runs against a purchase order, service agreement or written authorisation from your organisation, with references recorded on every job.
How are devices kept secure in your care?
Devices are accepted only against an authorised reference, logged on receipt, handled in a restricted workshop area and returned with a documented manifest.
What about data on our machines?
We keep data access out of hardware work wherever possible, follow any handling rules your organisation sets, and recommend your team retains backups before machines leave your premises.
How do we pay?
Approved work is invoiced on agreed net terms, referenced against the authorisation that covered it. Consolidated invoicing is available across sites and dates.
What if a repair needs rework?
Contact your account manager within fourteen days of return and we will address it at no additional charge, with qualifying accounts eligible for service credits where a published level was missed.