1. Parents/students to contact school-based ICT Support regarding device issues. If necessary, school will note device details and refer parent/student to relevant Contractor. Parents/students will need the following information such as their device serial number, brand and model of the device, school, their name, contact number and description of problem to log a case with the relevant parties.

2. The relevant parties will advise parents/students on any further actions required (e.g. bringing their devices to the service centre for diagnosis or assessment of damage).
   
   

3. Parents/students can also use the fortnightly collection service provided by the contractors. Please note that only PLDs procured under PDLP Device Bulk Tender are eligible for the fortnightly collection services provided by contractors.

   • School-based service desk personnel will liaise and confirm the fortnightly collection date and time with the contractor. Contractor will pick up the devices from school on the arranged date and time.

   • The devices (depending on the parts availability) will be fixed and returned to school the next fortnightly collection service day.

   • School-based service desk personnel will inform the students when they can collect back their devices.

   • Students can loan a device from the school common pool for daily lessons during the period of repair.

Students are to inform their school-based service desk whenever there is a replacement/change of device.

Replacement/change of devices can be under any of the circumstances listed below:

• Replacement of device covered under insurance by contractor

• Replacement of device by parents for device not covered under insurance or insurance period has ended

• Students who are using their own devices which were not procured from PDLP Device Bulk Tender changing to another device.

This is to facilitate the installation of the DMA into the new device.

School DMA administrator will enrol the new device to their school’s DMA.

For all new devices where the DMA enrolment was not done during the device handover exercise in school (including all devices collected from contractor’s service centres), the school DMA administrator will first check that all backups are done, before doing a factory reset before enrolling the new device into the DMA.