Device Repair and Support Best Practices
How do we safely support 1:1 devices in the outbreak? Below are some of the best practices and lessons learned from our members.
For any type of device turn-in, be it for repair or support, care and caution should be taken with devices coming into your support or return center.
One member district practices a no-touch turn-in for repair in a lobby. The device is shown to the technician through the glass, who then documents the device, the problem, and action required in a support ticket. The Parent places the device in a bin on a cart in the lobby, and is directed to take a replacement device from another cart, also in the lobby. The replacement device is documented for inventory.
The Cart of returned devices is left untouched for 72 hours, but the cart itself is secured. Devices are then wiped physically clean before the technician begins working on the needed repair.
Another member adds another layer of protection. They place the returned device in a plastic bag, and adds a disinfecting agent to the bag.
Care must be used for types of cleaning agents used. Many manufactures are recommending the use of Clorox wipes for device cleaning, but there have been reports that these have caused damage to various materials. Damage has been reported soft style keyboard rests, touch pads, touch-screens, and keyboards switches.
Virex, Saniguard, 70% isopropyl alcohol (rubbing alcohol) have all been used by member districts.
When receiving any shipments, care should be taken with unpacking at each stage. One member uses Virex on all boxes before they are handled, and on the contents if approriate.