You’ll use Rocket to check in your devices. From there, you can track all repair history and follow the repair status. We update the status of your devices and leave notes, so you always have a clear view.
Within Rocket, your Service Profile keeps all your repair information in one place. You can make updates anytime which ensures we’re aligned when it comes to your repairs.
You’ll be able to see:
We aim to get devices repaired and returned within 10 business days. With that said, turnaround times can vary depending on your relationship with us, your device types, and parts availability. If you have any questions about your repairs, you can contact your Location Manager.
New to Working with Us? When we’re just starting out with your district or receive repairs sporadically, there may be an adjustment period as we get familiar with your device models and establish consistent stock.
Our ad hoc repair pricing includes both parts and labor – there aren’t additional or hidden fees. Ad hoc repair pricing is based on the current market value of parts and labor required to complete each repair. Repair part costs may fluctuate due to supply chain conditions, tariffs, age of the device and/or market availability. K-12 Tech will absorb small changes in repair part costs in order to provide stability and predictability in pricing for our customers. If part costs change significantly (whether they rise or fall suddenly or gradually over time) our repair pricing will be adjusted to reflect these changes. These adjustments will be applied consistently and fairly, ensuring that pricing reflects long-term market trends rather than short-term fluctuations.
While some shifts are unavoidable, we’ll do our best to communicate any significant pricing changes that could impact your repairs in advance.
Parts Quality
To balance cost and quality, we match the cosmetic condition of replacement parts to the condition of the device:
This helps lower your repair costs. If you prefer new parts regardless of condition, we can accommodate that request—just note it may increase pricing and turnaround time.
We’d love to be local to every school, but when that’s not possible, we offer a mail-in option. Here’s what you can expect with either option:
We’re able to complete ASP repairs for several OEMs at no cost to districts. We’ll submit the claims and complete the repair on your behalf. With that said, please communicate the warranty information when you submit tickets or import the devices within Rocket.
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]. You can change who you’d like to receive the invoice within your Service Profile in Rocket.
To keep repairs timely, cost-effective, and accurate, we ask for your help completing the following steps. These are standard practices that help avoid delays, miscommunication, or unexpected charges.
Start by filling out your district’s Service Profile in Rocket. This helps answer the most common questions in advance so we can keep your repair process running smoothly.
We use a pre-approved repair cap system to keep repairs efficient and budget-friendly. It allows us to quickly repair devices without exceeding any budgetary constraints
Here’s what we need from you:
Device Recycling: If the cost exceeds the cap, you can choose to recycle the device at no charge.
To ensure we operate most cost-effectively, our ad hoc repair services are categorized into two distinct options for your school to select from. You can select your preference within your Service Profile in Rocket.
Rocket is where you’ll submit devices for repair and track their progress from start to finish. When submitting, be sure to:
Mistakes happen. Our goal is to keep rework rates below 2% for your district. We track all reworks within Rocket and use this information to hold our team accountable. We take it very seriously, and want the best for your district.
We understand that some schools require individual quotes for each repair. While not part of our standard process, we can accommodate this with the following considerations:
We encourage working within our standard repair workflow to get faster turnaround times and better pricing.
Payment: 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.
Open Purchase Order: Schools have the option of creating an Open Purchase Order (PO) for repairs. This allows us to bill against the POs and streamline the repair process.
We can’t activate your ADP contract until we receive your device serial numbers. This ensures all covered devices are accurately tracked in Rocket. Use the template in Rocket’s Imports/Exports section or contact your Relationship Manager for help.
Be sure to include:
ADP Coverage applies only to fully functional devices. Before your contract starts, provide serial numbers of all devices that need to be repaired. We’ll repair those devices first and charge a fee prior to the contract starting. We’re here to support you in getting every device ready for coverage.
One month into new school phone bans, districts are already seeing fewer fights, better focus, and more social connection. But concerns over safety, equity, and funding remain. Here’s a look at what the first weeks reveal about the challenges and opportunities of these phone bans in schools.
With recent EdTech shifts and news of layoffs, districts have asked how we’re holding up. The truth? We’re steady - and grateful. It’s taken quiet planning, frugal choices, and a focus on what matters most: supporting schools with consistency and care. Here’s how staying lean helps us keep schools first, even in uncertain times.
Getting families to sign up for your Device Complete Club might take more than one reminder. Here are some tips we put together to help boost enrollment, reach more families, and make your school’s program a success.