Device Protection Program Terms and Conditions

Novo3 Device Protection Plan

Novo3, a trusted provider of technology solutions for the education sector, recognises the critical importance of keeping learning devices readily available for both staff and students.

We also understand that, despite best efforts, accidents can happen.

In everyday life, things don’t always go as planned. While mobile notebook devices designed for school environments are durable, they are not indestructible. Having a reliable solution to manage the costs of accidental damage repairs is essential to keep expenses under control.

Most school notebook programs include Accidental Damage coverage to help manage the costs of repairing devices used by staff and students. However, third-party comprehensive insurance policies can be expensive, often representing a significant percentage of the device’s initial cost. This expense quickly adds up, given the many devices in school programs. As schools gain more experience in managing device programs, they are reassessing their internal practices and claims data, seeking alternative solutions that offer comparable protection at a cost better suited to the financial constraints of educational institutions.

The Novo3 Device Protection Plan (DPP) is an integral part of the Managed Device Programs, designed to cover the repair of notebooks that sustain accidental damage not included under the manufacturer’s warranty. It exclusively covers unintentional damage repairs and does not include protection against theft or loss.

DPP Repair Program

An agreement to repair devices under the Novo3 DPP program (not covered by Manufacturer’s warranty) for a price not exceeding the agreed repair levy as agreed either $100/$150/$200 (inc. GST).

The Novo3 Device Protection Program acknowledges:

A school’s past device damage, repair and full loss history
The type of device in use
Term of DPP coverage
Per claim repair levy value
The protection measures in place for users
Operational processes the school has for device handling

How it Works

Qualification:

DPP is for the proposed life of that year’s device program (typically 3 years).
DPP is available only to schools working with Novo3 to deliver a Managed Device Program. The program is available for the school’s staff and students when included at the time of initial device purchase via Novo3.
DPP remains in operation only while the staff device remains in use at the school for its proposed life.
DPP remains in operation only while the student remains at the school.

Client Responsibilities:

Students must observe the school’s instructions on their devices’ general care and management.
Reasonable care must be taken when transporting the notebook to and from school.
Devices must be securely stored when left unattended, e.g. inside a locked school locker or house/home.

What’s Covered:

Devices are covered for Accidental Damage Devices are to be repaired or reinstated to full working order. If this is not possible, replaced with an equivalent model approved by Novo3 and the school.
DPP covers the mobile device and one power adapter only if all items are procured through Novo3 as part of a Managed Device Program. There is no cover for any other software, peripherals or private items installed on or with the device.
The total repair entitlement available for the Novo3 Device Protection Program is for one (1) total replacement or a maximum of three (3) claims per device over the life of the program.

What’s Not Covered:

Malicious or intentional damage. For a claim where this is suspected, a review between Novo3 and the school is required, and the school is expected to discuss this with the student/parent/guardian.
Any item other than the Novo3 supplied Device, primary AC Adapter, and Carry Case.
Damage due to overseas travel or occurring overseas.
Damage caused by the unit being placed in the luggage hold of an aircraft.
Damage due to “acts of God” including flood, earthquake, bushfires (but not confined to).
Acts of terrorism or acts of war.
Components that have been defaced, scratched or altered.
Any damage to the product that is cosmetic only.
Items are cleaned by a solvent that causes damage.
Damage outside the period of cover.
Damage occurs when a person other than the nominated device user possesses and uses the device when accidental damage is caused.
Damage through inappropriate storage, including screen bruising/damage.
Normal “wear and tear.”

Cost

DPP is subject to an upfront payment for repair provided as a separate line item at time of quoting/proposal. All the repairs are subject to a defined payment by the school/parent capped at the agreed value (N3RL).

In the event of an initial total replacement of a notebook, the existing Device Protection Program cover terminates, and a new Device Protection Program cover needs to be purchased for the replacement device.

In the event of a third claim within the program term the existing Device Protection Program cover terminates, and a new Device Protection Program cover needs to be purchased for continued cover.

Operation

Repair of Notebooks

A Repair Request Form is to be completed detailing how the damage occurred. This is to be signed by a parent/guardian and accompanied by the Repair Payment.
Claims must be made within four weeks of the damage occurring.
Where damage has occurred due to multiple accidents, separate claims may be required for each accident. The N3RL may be applicable to each separate claim.
Repairs will be to damaged components only. Defaced or scratched components will not be repaired.
Any replaced parts assume the base warranty of the device and its position in the device lifecycle.
Any disputes as to work quality are to be discussed and resolution determined by the School’s Director of ICT along with the Novo3 Mobility Manager.
It is the school /student’s responsibility to backup or restore all data. In the event that the hard disk or other storage hardware is repaired, the notebook will be restored to the device’s default software image.
Any efforts requested/ required to attempt to recover data from damaged hardware will be on a chargeable basis (even if unsuccessful).

Replacement of Notebooks

The request will be assessed and approved in 48 – 72 hours.

A replacement unit will be provided as soon as possible following approval and receipt of the defined payment.

The replacement notebook will be the same model or in the event that the model is no longer available – an equivalent model approved by the school.

General provisions/other exclusions

The Device Protection Program period of cover is the school’s planned life of the laptop (usually three years or as defined in your purchase documentation).

The Novo3 DPP remains in operation whilst the device remains at the school.

It is understood that the student will follow the school’s instructions for the care and management of their notebook and that reasonable care will be undertaken in the transport of notebook to and from school.

The three-year period of cover consists of three consecutive one-year period(s) of cover.

In the event of the entire replacement of the covered hardware, the Device Protection Program cover terminates. In such a case, no further claims for accidental damage will be permitted irrespective of the year(s) of cover still available and irrespective of the number of claims made or not made. On termination, you may purchase a new Device Protection Program product to extend the service.

Novo3 reserves the right to refuse additional DPP coverage to individual users that show a sustained history of claims.

Activities Excluded From this Agreement

Backup, recovery, and support of the operating system, other software, and data.
Operational testing of applications, or additional tests requested or required by the Customer.
Troubleshooting for interconnectivity or compatibility problems.
Support for network-related problems.
Services that, in the opinion of Novo3, are required due to unauthorised attempts by non-Novo3 personnel to install, repair, maintain, or modify hardware.