1. Purpose and scope
This protocol applies to computers, storage devices and selected mobile devices received by CCSI TechCare for assessment, diagnostics, upgrades or repair. Its purpose is to establish responsible handling practices. It does not guarantee that a damaged device or storage medium can preserve all data.
2. Customer actions before handover
- Back up important files when the device is operational.
- Remove memory cards, SIM cards, external storage and accessories not needed for the service.
- Sign out of financial, messaging and highly sensitive applications where practical.
- Prefer a temporary local account or supervised unlock over sharing a permanent password.
- Disclose device encryption or activation-lock requirements that may affect diagnostics.
- Identify whether the device contains highly confidential business, legal, health or government information.
3. Documented device intake
The service intake should record the customer, device type, model, serial number when available, reported issue, visible condition, accessories received, credentials provided, requested work and customer authorization. Photographs may be used to document visible condition with customer awareness.
4. Access and credential handling
- Request only the access reasonably necessary for agreed diagnostics and testing.
- Do not request the customer's cloud, email, banking or social-media password when it is not required.
- Do not record permanent passwords in unsecured chat messages or unprotected paper notes.
- Use a temporary local account, temporary PIN or supervised unlock when feasible.
- Return or destroy credential notes after the service is completed.
5. Diagnostics and content minimization
Technicians should avoid opening personal files, photographs, messages, browsing history or unrelated applications. Functional testing should use test files or customer-authorized sample data wherever possible. Any need to inspect a customer file for troubleshooting should be explained and limited to the specific issue.
Temporary files and tools
Temporary diagnostic files, installers and test accounts should be removed when practical. Software installation must be authorized and legally licensed.
6. Data-loss and device-failure risk
Diagnostics and repair can involve unavoidable risk, particularly when a device has failing storage, liquid exposure, power damage, corrupted firmware or prior unauthorized repair. The customer should receive a clear warning before any action that may erase, reset, reformat, reflash or materially change stored information.
7. Suspected privacy or handling incident
Loss of a device, misdelivery, suspected unauthorized access or accidental disclosure should be reported immediately to the responsible TechCare lead and escalated to CCSI management. Relevant records should be preserved, facts documented and the affected customer informed as appropriate. Legal notification obligations must be assessed by authorized CCSI privacy personnel where applicable.
8. Service completion and turnover
At turnover, the service record should summarize completed work, parts used, testing performed, limitations, warranty terms and unresolved risks. The customer should verify the device and accessories before acceptance. Temporary credentials and diagnostic artifacts should be removed or returned as applicable.