9 M1179886
Safety Policies/Procedures
Microsoft’s eld product safety program team is referred to as the Rapid Response Team (RRT). All device issues that
may be safety related should be managed per the following instructions.
As a quick guide, any Microsoft Surface device that visually exhibits any of the following symptoms shall be
immediately removed from the repair process and delivered to your Variance Manager or IT Support Professional for
notication to Microsoft:
• Any burned or melted components, traces or plastic parts on the outside of the device, or which otherwise
exhibits heat damage, including charring seen in charging and other ports.
• Any burned or melted components, traces or plastic parts on the inside of the device, or which otherwise
exhibits heat damage.
• Any accessories exhibiting melting or heat damage that are included with the Microsoft device, such as power
supplies, keyboards, mice, cables, charging connectors, etc.
• Any devices that exhibit a case that has separated apart or opened for reasons other than customer abuse
(e.g., impact damage from dropping, evidence of tampering, separation caused by a malfunctioning battery).
• Any other nding that may constitute a safety hazard to the user, such as sharp edges on plastics.
The Variance Manager or IT Support Professional must send an email to Microsoft RRT with pictures showing the
damage within 24 hours of device receipt. Refer to the ASP Guidebook for the Microsoft RRT email address.
Non-ASP’s are to contact Microsoft Surface Support Services.
Your email should include:
• The model and serial number of the affected Microsoft Surface device and/or accessory(ies).
• The Service Request (SR) Number or alternative service tracking work order that the device
was received under (Note as N/A if no SR exists).
• A brief description of the damage found.
• Clear photographs depicting the symptoms observed.
The Variance Manager or IT Support Specialist must await instructions from Microsoft Product Safety RRT for the
affected unit before continuing with activities or returning the device to the end user.
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