Authorized Service Center FAQ - Wireless Industry Service Excellence

WISE Certification

Authorized Service Center FAQ.

What.

What is WISE Certification?

WISE stands for Wireless Industry Service Excellence. WISE Certification is a standalone, independent certification program administered by CTIA Certification, the wireless industry’s certification organization. The program includes a repair service provider component as well as a repair technician certification component.

What are the benefits of obtaining WISE Certification?

The WISE Authorized Service Center (ASC) designation conveys service excellence in repair, refurbishment, and reclamation. This certification allows service facilities to differentiate themselves, demonstrating their commitment to quality by meeting the high levels of industry standards defined in this program. Once certified, your achievement can be a market differentiator, signaling to your customers you are a trustworthy and qualified device repair partner.

Who developed WISE Certification?

The short answer – the wireless industry. WISE Certification is a collaborative effort across wireless carriers, device manufacturers, insurance companies, service facilities, and leaders in reverse logistics.

How does WISE Certification help the industry?

The goal of WISE is to continue to drive the channel to seek trusted repair partners across North America and globally – to do that, the marketplace can identify those with credentials through voluntary certification.

ASC.

What is a WISE Authorized Service Provider (ASC)?

WISE Authorized Service Center or ‘WISE ASC’ is a service center performing non-consumer-facing repair, refurbishment, and remanufacturing that has been authorized in accordance with the WISE ASC requirement document. These facilities are typically high-volume production line environments.

What are the requirements for becoming a WISE Authorized Service Center?

See our WISE ASC Certification Program Requirements document.

How does my facility become WISE Certified?

WISE Authorization is a two-step process:

Step 1:
Prerequisites to Certification: the [Policies and Procedures for WISE Authorized Service Centers] requires the facility be ISO 9001 compliant, and their line managers be WISE Certified.

Step 2:
Audit: At your convenience, you can reach out to Emily Farrant, Director of Operations at Greeneye Partners, emily@greeneyepartnerscom to schedule the audit.

Do my technicians need to be certified?

For the facility seeking certification, one line manager per shift must obtain WISE Certification in accordance with the authorization level they are seeking. For a facility seeking Level 1 authorization, line managers must only obtain WISE Level 1 Technician Certification. For a facility seeking Level 2 authorization, line managers must obtain WISE Level 2 Technician Certification.

For technician certification requirements, please visit WISE Technician Certification.

Does my facility need to be R2 Certified?

For facilities who also offer device recycling services, for sustainability best practices it is recommended that the service facility obtain either R2v3 or e-Stewards certification. The service facility shall use a certified R2v3 recycling partner or certified e-Stewards partner when disposing of any scrap material.

What is an ‘authorization level’?

As a part of the authorization process, you will need to select what level of repairs your facility is conducting. A Level 1 ASC is authorized to perform events that do not require the device to be opened. A Level 2 ASC is authorized to perform Level 1 events and effect repairs that require the device to be opened but do not require soldering.

Currently, only Level 1 and Level 2 are in scope for ‘ASC’ authorization.

How do I apply for authorization for Chromebook repair?

When applying for authorization, please specify the products your facility repairs, and the level of repairs conducted for those product categories. Currently, WISE authorizes facilities in smartphone, tablet, and Chromebook repairs. If you wish to be certified in both smartphone, tablet, and Chromebooks, inform the auditor ahead of your audit.

As a requirement of authorization in Chromebook repairs, your line managers will be required to complete Technician Certification for Chromebook repair. Please visit WISE Chromebook Certification for more information.

Is CTIA Membership a requirement of authorization?

Yes, CTIA Membership is a requirement of authorization. Please reach out to application@ctiacertification.org for more information on CTIA Membership, costs and benefits.

What is the cost of authorization?

The annual license fee is $2,000 for each authorized location. CTIA Certification will invoice the facility for the fee as a last step in the authorization process.

What is a ASC Code?

An ASC Code is a unique identifier used to authenticate certification. Your code is listed on your certificate of authorization.

How do I maintain authorization?

The ASC shall schedule and complete a surveillance audit, conducted by a CTIA Certification-approved auditor, in years two and three between certification audits.

ASC line managers shall renew Level 1 Certification every two years. [Point to the website for renewal requirements].

Audit.

Who conducts the audit?

The service facility shall select an auditor from the CTIA Certification-provided approved auditor list and shall be responsible for contracting with the auditor for the on-site audit. Once scheduled, the date of the audit, and auditor utilized, shall be communicated to CTIA Certification.

How long is the audit?

Audit time can vary depending on the facility, but typically the audit is completed in half a day.

How do I schedule my audit?

At your convenience, please email Emily Farrant, Director of Operations at Greeneye Partners, emily@greeneyepartnerscom to schedule your audit.

Is the audit in-person or virtual?

ASC audits can be conducted in-person or virtually. It is up to the auditor and certifying facility to determine if the audit should be in-person or virtual. If choosing to conduct a virtual audit, please reference Appendix B of the Policies and Procedures for WISE Authorized Service Centers.

How do I prepare for the audit?

Please review Policies and Procedures for WISE Authorized Service Centers and ensure your facility meets the prerequisites and requirements for authorization. You may also reference the Auditor Checklist, which is a streamlined version of the full requirements document.

Before the day of the audit, you will need to provide the following:

Requested authorization level (Level 1 or 2)
Proof of ISO 9001 accreditation, 2015 version or later
Proof of R2 certification, 2013 version or later (Recyclers ONLY)
Company overview, including experience with servicing wireless devices.
Overview of facilities/sites involved with the application for CTIA Certification ASC authorization.
Organizational chart of location(s) being audited.
Nonconformance findings and CAPA plan from recent audits

Benefits.

What are the benefits of WISE Authorization?

WISE Authorized Service Centers are listed in a public ASC Directory that is exclusive to certified locations. Your facility will also receive a certificate to promote your certification to your customers and employees. Many OEMs, ecommerce platforms, warranty providers, and carriers require WISE Certification as a part of their third-party certification requirements.

WISE Certification