This document outlines the general process for handling iPad tickets, troubleshooting, and replacement procedures.

Step-by-Step Guide

1. iPad Ticket Reception
   • An iPad support ticket is received.
2. Service Desk (SD) Troubleshooting
   • The Service Desk troubleshoots the reported issue.
3. Device Fault Determination
   • If the device is determined to be faulty, assess if a replacement is necessary.
4. Warranty Check
   • Check the device's warranty status on the Apple website.
5. Under Warranty Procedure
   • If the device is under warranty (which is uncommon), request Compugen to execute a replacement.
6. Out of Warranty Determination
   • If the device is NOT under warranty, determine the next steps.
     • Replacement Assignment (if needed)
       • If a replacement is needed, assign the task to Technical Support (TS) to prepare and send a device to the store.
     • New Device Quote Request (if out of stock)
       • If TS has no devices in stock, request a quote for a new iPad. This quote should include mounts and any other necessary peripherals.
7. Quote Approval
   • Have the quote approved by the relevant brand representative (e.g., Business Development Manager - BDM).
8. Order Placement
   • Once the quote is approved, send it to Compugen to place the order and arrange for the device to be sent.