Life Cycle Assistance | Acer Philippines

DepEd shall submit its request through the Contact Center for any Lifecycle Assistance requirement, including but not limited to:

 

    • Device unlock assistance

    • Serial number reconciliation

    • Asset transfer support

    • Transfer of custody support

    • Ownership transfer support

    • Data sanitization assistance

    • Device health assessment

    • Technical decommissioning assistance

 

Contact Number: +632 8555-2300 

Email Address: CommercialService.PH@acer.com

 

Upon receipt, Contact Center shall log the request, generate a service ticket, and perform the necessary validation and assessment prior to execution.

 

Contact Center shall validate the following:

    • Requesting authority and authorization

    • Device serial number and asset information

    • Nature of the request

    • Supporting documentation, where applicable

    • Warranty and asset ownership records

 

For activities involving device unlocks, transfer of custody, ownership transfers, or decommissioning, appropriate authorization must be secured before proceeding.

 

Contact Center shall review the request and determine:

    • Scope of assistance required

    • Remote or onsite support requirement

    • Required technical actions

    • Resource assignment

    • Expected deliverables

Whenever feasible, activities shall be performed remotely using available tools, records, and

support platforms to ensure timely service delivery.

Activities may include:

 

    • Removal of authorized manufacturer-controlled enrollment restrictions

    • Device activation assistance

    • BIOS or system access recovery assistance

    • Coordination with Acer or relevant technology partners when required

 

Activities may include:

 

    • Provision of approved data sanitization procedures and guidance

    • Recommendation of available manufacturer or operating-system-based data sanitization tools

    • Technical consultation regarding data removal and device reset procedures

    • Assistance in performing data sanitization activities where supported by available tools and agreed service scope

 

    • Certified data destruction services

    • Forensic data erasure services

    • Issuance of certificates of destruction

    • Physical media destruction

 

Activities may include:

 

    • Validation of deployed asset records

    • Verification of device serial numbers

    • Matching of serial numbers against available deployment records

    • Identification and reporting of discrepancies

 

Activities may include:

 

    • Validation of asset transfer information

    • Verification of asset and warranty records

    •Update of support database records, where applicable

    •Documentation of completed transfer activities

 

Activities may include:

 

    • Device reset procedures

    • Removal of device configurations and enrollment profiles

    • Technical retirement guidance

    • Decommissioning documentation

    • End-of-life technical recommendations

 

Activities may include:

 

    • Remote diagnostics

    • Review of historical service records

    • Assessment of device condition based on reported issues

    • Recommendations for repair, replacement, or continued use

 

Scheduled physical visits to all recipient schools are not required unless specifically requested and justified by an operational need.

 

Upon completion of the requested Lifecycle Assistance activity, Contact Center shall provide a Service Report documenting the assistance performed, actions taken, relevant asset information, findings, and recommendations, as applicable.

 

The Service Report may include details related to:

 

    • Device unlock assistance performed

    • Data sanitization guidance provided

    • Serial number validation or reconciliation activities

    • Asset transfer support activities

    • Technical decommissioning assistance performed

    • Device health assessment findings

    • Other relevant observations and recommendations

 

A Lifecycle Assistance request shall be considered closed once:

 

    • The requested assistance has been completed;

    • The Service Report has been issued;

    • Findings or recommendations have been communicated to the requesting party; and

    • The service ticket has been formally closed by Contact Center.

 

 

 

Note: Lifecycle Assistance is limited to technical and documentary support activities. Services such as hauling, logistics, warehousing, recycling, disposal, destruction, asset buy-back, and government property-disposal processing are outside the scope of this service unless specifically defined under a separate agreement.