K-12 Tech Repair Standards

What You Can Expect When Working With Us

Turnaround Time: For schools that work with us regularly, we aim to have your devices repaired and returned within 5-10 business days. We will do our best to communicate any delays exceeding 10 days or provide notes within Rocket.

• For schools that send us devices sporadically or as we begin a new relationship, we may need time to accumulate unique device types if they still need to be in stock so that we meet our turn-around time. Sometimes repairs can take longer due to parts inventory.
• Soldering can take 2-3 weeks depending on the motherboard type and parts availability.
• We often purchase parts overseas. Depending on how unique the device is, there might be a longer lead time.

Parts: All our parts will meet or exceed the current cosmetic condition of the device. For example, if a device is like new, like-new parts will be used. If it’s a 3-year-old device, the parts will match the cosmetic condition of the device (there may be slight wear on the exterior parts, but they will be fully functional). This approach allows us to save your school money on repairs. If you wish to change the approach regarding the parts used, we are open to discussion, but it may affect the cost and turnaround time.

Asset Management and Repair Status: We’ll update the status of each device in Rocket. This allows you to review and monitor the status of your inventory and repairs at any moment.

Rocket Features: We continue to work on improving Rocket on a quarterly basis. You can view a full list of updates on our website.

Transporting Devices: We offer two methods for transporting your devices. We prefer local pick-up and drop-off, but for areas where this is not feasible, we provide a mail-in option. Here’s what you can expect with both options:

• Local Pickup: We will visit weekly to pick up the devices you leave in a designated bin we provide. We’ll pick up the bin each week and replace it with an empty one. If you choose to use your bin, we will swap the devices in your bin and use our own for transport.
• Mail-In: If needed, we can provide packing materials for your first shipment. Thereafter, you can use the boxes we send your repaired devices in to keep the cycle going. Here is a Mail-In Repair Guide for reference.

Delivery Notifications: We use Samsara, a system to provide notifications upon arrival. You have an option to receive a text or email. You also get options for when to be notified.

Billing: Invoices will be generated after a batch of devices is completed and sent to the school’s Accounts Payable Department (or wherever designated). Please send all POs to [email protected].

What We Need From You:

To meet our expectations, we need you to provide and complete the following. These are our standard practices, and failing to adhere to these can cause delays or further issues with your repairs.

Rocket Service Profile: As we start working together, it’s so important to fill out your district’s profile within Rocket. This will answer the most common repair questions (testing account, repair cap, etc) to make our process more efficient.

Rocket Usage: We use Rocket to track, log, and communicate the repair progress of each device. We will need you to enter the devices to communicate what is broken and what repairs you seek. See the screenshot below for guidance.

Pricing and Repair Cap: To achieve efficient and cost-effective repairs, our standard repair process includes a pre-approved repair cap system. This system allows us to promptly repair devices without exceeding the budgetary constraints set by the school. We need the following from you:

1. Repair Cap: Schools provide K12 Tech with a pre-approved repair cap dollar amount. Repairs that do not exceed this cap are completed immediately and billed to the school.
2. Repair Guidelines: Outline limitations on repairs you don’t want to be completed. Do you want cosmetic damage fixed if it’s under the repair cap?
3. Device Recycling: If the repair cost exceeds the cap, the school has the option to request device recycling at no additional fee. If the school wishes to have the device returned, a $35 diagnostic fee will be applied.

Serial Numbers: We can’t start an ADP contract unless we have a list of serial numbers provided. We keep this information in Rocket to keep track of all covered/non-covered devices accurately. Please send this list as a CSV.

Rework Accuracy: Mistakes can happen. Our goal is to keep reworks under 2% for your district. Reworks are repairs that came back from K-12 Tech and either have a defective part or a repair that wasn’t done right. There is a 90 day time period to claim a repair as a rework in Rocket, to allow for any defective parts that may show up over time to be caught. Depending on the circumstances of the rework, you will not be charged again for the same repair. Repairs that are broken again by users are not considered a rework, nor are any that haven’t been to K-12 Tech before.

Individual Repair Quotes: We understand that some schools may require individual quotes for each repair. While this approach deviates from our standard operations, we are committed to accommodating these needs. However, it’s important to note the following implications:

1. Bronze Repair Pricing: Schools requiring individual repair quotes will default to our Bronze repair pricing tier, which is, on average, $10 or more per repair compared to our standard pricing.
2. Longer Turnaround Times: The need for individual quotes adds additional time for our drivers, repair technicians, location managers, and billing department, resulting in longer repair turnaround times.
3. Open POs: Schools can alleviate the impact of individual quoting by providing K-12 Tech with Open Purchase Orders (POs) for repairs. This allows us to bill against the POs and streamline the repair process.

We encourage schools to work within our standard repair operations to benefit from faster turnaround times and cost savings. However, we are prepared to accommodate schools that require individual repair quotes, with the understanding that it may result in

Functional Devices: Our ADP Coverage program only covers functional devices. When we start working together, we need to understand how many devices need repairs before they fall into the contract. We’ll repair those devices first.

Repair Level: To ensure we operate most cost-effectively, our ad hoc repair services are categorized into two distinct options for your school to select from:

• Comprehensive Repair: Ideal for devices that are returning to a different student, or when maintaining optimal appearance is important.
  • All cosmetic breaks are repaired
  • Vandalism damage is addressed and corrected
• Operational Repair: Ideal for devices that are being returned to the same student or where high breakage rates exist and functionality is the priority over appearance.
  • Focuses on ensuring the device works correctly.
  • Minor cosmetic issues aren’t addressed, like missing hinge covers or small cracks.

Billing: Invoices are issued upon the completion of a batch of repairs, adhering to Net 30 terms. We strive to maintain flexibility in our billing processes. However, if payment is not received within 60 days, we reserve the right to impose an interest charge on the outstanding balance to encourage timely settlements.