This article explains the support terms that apply when SMART removes a Microsoft Autopilot profile as part of a Microsoft Authorized Refurbisher (MAR) licence injection.
What SMART Guarantees
When a MAR licence is injected through SMART, we will:
- Remove the Autopilot profile from Microsoft’s backend within 4 hours.
- Provide instructions to clear the profile if it remains cached locally after 4 hours.
- Work with you to resolve the issue if the device is still locked within 90 days of injection and the key status in SMART shows Activation Enabled. This includes reissuing a key if needed.
Requests Made More Than 90 Days After Injection
If the device shows an Autopilot lock more than 90 days after the original injection, it will be treated as a new device instance for licensing purposes.
This is because the device may have been resold, returned, or re-enrolled by an end user. Microsoft licensing requires each re-licensing event to be recorded as a separate transaction.
One-Off Goodwill Exception
We may offer a one-off goodwill replacement if both of the following apply:
- You can provide evidence that the device remained in your possession from the original injection date.
- The Autopilot lock reappeared without the device leaving your environment.
Why This Policy Is Needed
- MAR licences are single-use and the same key cannot be reused for multiple ownership cycles.
- A time limit prevents indefinite requests for free replacement keys for the same hardware.
- The policy helps keep support fair for all partners and maintains compliance with Microsoft’s licensing rules.