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M1171431
Safety Policies/Procedures
Microsoft’s field 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.
Contact Microsoft IT Professional Support at the link below if a Microsoft Surface device visually exhibits any of the
following symptoms:
Microsoft Surface for IT professionals
• 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 finding that may constitute a safety hazard to the user, such as sharp edges on plastics.
Have the following information available at the time of contact or include in email communications:
• The model and serial number of the affected Microsoft Surface device and/or accessory(ies).
• A brief description of the damage found.
• Clear photographs depicting the symptoms observed.
Guidance will be provided by the Microsoft support team on where to send device.
