Ok, I've been landed the unenviable task of writing a draft service level agreement between my organisation and our third party Mac repair crew. Really just trying to formalise the ad-hoc relationship we've had in place for christ knows how many years.
Quick question that I hope you guys can help me out on...
I have to include a list of standard diagnostics that we will attempt to carry out on any reported in-field machines prior to them going off for a third party repair. I'm suffering huge mental block at the moment.
(I should point out that most of our estate of approx 3000 Apple machines are still running variants of OS9, mostly 9.1 and 9.2 plus updates)
All of our guys understand the basics, like zap the PRAM, try an extensions-off boot, reset OF, check/replace battery on iMacs etc, but some of them don't have a scoob when it comes to troubleshooting software issues, and to be honest I'm not too worried about that as we have a second line for that sort of guff.
What I need to know however, is what software tools should I be thinking of including in this draft document. I personally carry copies of TechTool Pro 3x, Diskwarrior for 9, and a CD of random ass utils (mostly shareware). What other software tools in the commercial line should I be thinking about? What are your favourite troubleshooting utilities? They can be as expensive or as cheap as need be.
For X I use Diskwarrior, Drive 10 and TTP4.
Once machines hit our third party supplier, what (if any) standard software diagnostic tools do AASP's use 'on the bench'. I'm only asking this just now cos its like 10pm and I can't get hold of my account manager to ask him!
I have a sneaky feeling I'm going to miss sooooo much out of this document (hell I have to have it written by Wednesday to start the approval/revision process) that it'll be a joke, but needs must just now.
Any thoughts? Please? Pretty please with sprinkles!
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