Apple Global Service Exchange is essentially a database built for Apple Authorized Service Providers process orders. It gives authorized partners the ability to process Apple warranty, order parts, look up details of any Apple device brought in for service, initiate diagnostics, and so on.
The information available from GSX also helps technicians and service managers make informed decisions about repair and service of Apple devices. In addition, the system also adds a layer of security to the process. For example, stolen or lost Apple devices can be identified if brought in for repair. However, you must be authorized to access GSX.
Apple describes GSX as their single, secure, and centralized service management tool. Unlike other service systems and manufacturers, Apple uses Global Service Exchange to implement a one-stop-shop approach to manage service and repair of their devices.
GSX is a web-based service that requires no software to be installed on your local machine or server. Apple uses GSX to streamline and standardize the processes providers use to handle repairs and support service requests.
Global Service Exchange is accessible only to those who are permitted by Apple to access the site. This typically means Apple-certified technicians and service managers working for an authorized service business.
Authorized providers can be AASPs, Independent Repair Providers (IRP), Limited Service Providers, Managed Service Providers, or Self-Servicing Accounts.
What are Apple's Requirements For AASPs?
Apple has set out the basic specifications for AASPs in its
support pageApple has set a few necessary requirements to get authorization
Business Requirements
Apple expects the repair shop to have been in operation for a “reasonable” period to be eligible. You’ll also have to submit audited financial records. Essentially, they see Apple Authorized Service Providers as an extension of their brand and wish to ensure that service experience is not compromised.
Operational requirements & premises
In terms of KPIs (key performance indicators) and actionables, this could mean achieving high customer satisfaction scores, employing multiple certified technicians, following strict specifications for how repairs are processed, and so on. In addition, your repair and service business needs a physical location that meets certain commercial criteria.
Technician Certification
AASPs have to employ technicians who have passed Apple certification exams. There are separate certifications for different device types, macOS devices and iOS devices for example. Certifications can be done online.
You can read everything you need to know about being an Apple authorized provider
here.
What are the types of Apple Service Programs?
Let's define each type of Apple authorized provider
Apple authorized service provider (aasp)
An AASP can offer in-warranty and out-of-warranty repair services for Apple products. Apple supports AASPs by providing original parts, the required repair and diagnostic tools, training guides, and other resources. All of this is managed via GSX.
Premium Service Provider
Apple upgrades AASPs to the Premium Service Provider status for meeting their pretty rigorous quality requirements over time. PSPs, and AASPs, can lose their status if they do not continue to meet "service excellence" requirements.
Limited Service Provider
Limited Service Providers are Apple Authorized Service Providers who wish to provide service to specific customers or for specific Apple products. In addition, there are Managed Service Providers who handle outsourced repairs for business customers and Self-Servicing Accounts that allow large businesses, schools, or universities to manage and repair their own devices.
Independent Repair Provider (IRP)
The IRP program is for repair shops who want access to parts directly from Apple but do not want to meet the same conditions of service as AASPs. IRPs get less comprehensive support and don’t have to stick to the same guidelines as AASPs.
How Do I get an Apple GSX Account?
You need to work for an Apple authorized provider to get access to an Apple GSX account. Apple certified technicians can retain some level of access even if they don't work for an authorized business. If you plan to become an AASP or IRP, contact your local Apple representative and ask about getting access for an account. Once you're authorized, as a service provider you can place orders using a GSX account.
How Do I Become a Certified Apple Technician?
There are separate certifications for different device types, macOS devices and iOS devices for example. Certifications are also typically updated as new products are released. For example, Apple devices that have the new M1 chip might have a different repair process or diagnostics steps for certain issues.
Once you become an AASP, you get access to a library of training material and to the certification exams. The content is available to technicians for free and the examinations can be taken at their own pace. All of the current tests are done online, through access to Apple’s ATLAS training portal.
Up until 2020, technicians who wanted Apple certifications had the option of attending an official Apple-certified macOS or iOS technician training course in person. They would then have to pass an annual exam on Apple’s ATLAS system to get the certification.
In 2019, Apple changed this process. Currently, you can get trained and take exams at any point on ATLAS. In-person training no longer exists and the whole course is divided into modules that can be passed once at a time.
If you’re planning on applying to be an Apple Authorized Service Provider, you need to have Apple Certified Technicians working for you. If you’re planning on being the technician at your own AASP and you don’t have the right certifications, you need to approach Apple to get access to ATLAS. This is not something Apple has commented on publicly and needs direct communication with Apple.
What is Apple ATLAS?
ATLAS is an online learning resource designed to provide Apple certified technicians with the skills and technical know-how they need to service Apple products. It includes a range of training courses.
To access ATLAS' training resources, you'll need a Global Service Exchange (GSX) account. Unfortunately, this account is only open to technicians who work at an authorized Apple service center.
As we mentioned already, if you’re planning on being the technician at your own Apple authorized business and you don’t have the right certifications, you need to approach Apple to get access to ATLAS. This is not something Apple has commented on publicly and needs direct communication with Apple.
Why Should Apple Technicians Use Global Service Exchange?
Apple's Global Service Exchange is the only way to offer in-warranty services and buy Apple-certified parts and tools. GSX is also how technicians access ATLAS, Apple's training modules for technicians to gain Apple certifications.
This database also has updated technical manuals on even the latest models. However, you need to pass certification tests before you are allowed to repair the device via GSX. GSX can also give technicians information on the device's current warranty status, the country of purchase, service history, and so on.
Services like Fixably help technicians work more efficiently with GSX. Our
Apple GSX API integration allows technicians and service managers access to their GSX account from with Fixably. This makes it easier to manage paperwork for device repairs.
