Lab Kits

SmartLab provides a 1-year limited warranty on all kits except consumables (tape, glue, paper etc).  SmartLab does not cover lost parts, accidental damage or products not purchased from SmartLab. SmartLab also does not cover products that are no longer sold by SmartLab. After 1 year the partner school is responsible to purchase any damaged or missing parts.  SmartLab will reach out to manufacturers for any issues with kits and big tech purchased from SmartLab within the warranty period, including but not limited to broken or missing pieces, defective technology, and software issues. 

Computers

SmartLab provides a 5-year warranty for both Dell and Apple computers (excluding student/staff/teacher physical damage).  Support will reach out to Dell or Apple with the school for assistance with replacing or repairing parts.  If the school needs support after the warranty has expired, it is out of support's scope to contact Dell or Apple. If your Dell AIO was purchased after May 19th 2025, it will now include accidental damage coverage for 5 years.  If you would like to check the status of your warranty, please go to the following sites:

• Dell: https://www.dell.com/support/contractservices/en-us
• Apple: https://checkcoverage.apple.com/

iPads

IPads have a 1-year limited warranty from Apple (physical damage is not covered). To check the status of your warranty, please visit: https://checkcoverage.apple.com/

Software's

SmartLab will handle the installation and support of SmartLab software. SmartLab support is responsible for the computer networking on the SmartLab VLAN network and offering resources and remote support for re-imaging computers purchased from SmartLab (under five years old).  The partner school is responsible for troubleshooting and installing software and technology not provided by SmartLab, as well as managing licenses for paid software whose licenses have expired.

Learning Hub

SmartLab is responsible for supporting, troubleshooting, and providing documentation to facilitators for using and managing the Learning Hub. The partner school is responsible for providing student information to SmartLab technical support through a secure method for maintaining the student roster list in the Learning Hub website. If the partner school utilizes the SIS sync, it is also responsible for maintaining its student SIS roster information.

Hardware

After the initial installation, the partner school is responsible for maintaining and addressing any physical issues with the pylons’ power or cables in the SmartLab HQ, as well as maintaining the SmartLab recovery kit and its components (SmartLab is not responsible for lost recovery kits).

Scope of Support

For computers and networking, the partner school must resolve any SmartLab internet issues outside the containerized SmartLab VLAN, whitelist sites required for SmartLab software or websites to function, and troubleshoot issues with computers past the five-year warranty period. The partner school is also responsible for updating operating systems, running Windows and BIOS updates, installing, and maintaining antivirus software, and addressing any physical damage caused by students or staff.