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Identify OS Support For Enterprise IT Department

Get the IT department-level support you need when deploying iOS, macOS, or macOS Server in your organization. AppleCare OS Support delivers phone and email support for advanced integration, migration, and server operation issues. All three plans provide support for technical issues that require the use of command-line tools for resolution. Whether you have occasional questions or you need assistance on a regular basis, Apple has a plan to fit your requirements. Each plan provides up to one year of coverage.

Depending on the program you select -- Alliance, Preferred, or Select Support -- product features can include unlimited support incidents, up to six designated customer support contacts, one hour response for high priority 1 issues 24/7, an onsite technical review, and more.

AppleCare OS Support - Alliance covers an unlimited number of enterprise-level support incidents across multiple locations for six technical contacts in your organization and provides one-hour response for high priority issues, 24 x 7. This plan also includes an onsite review by an Apple technical support engineer and assigns an AppleCare account manager to your organization for one year.

Apple Care OS Support For Enterprise IT Department - Alliance

  • Get support for an unlimited number of incidents across multiple locations; one-hour response for priority 1 issues; 24 hours a day, 7 days a week; onsite review by an Apple technical support engineer

Apple Care OS Support For Enterprise IT Department - Preferred

  • Get support for an unlimited number of incidents; two-hour response for priority 1 issues; 12 hours a day, 7 days a week; technical account manager

Apple Care OS Support For Enterprise IT Department - Select

  • Get support for up to 10 incidents; four-hour response for priority 1 issues; 12 hours a day, 7 days a week

What’s covered

  1. AppleCare OS Support plans provide enterprise-level incident support — defined as support for integration into heterogeneous environments, system components, network configuration and administration, professional software applications, web applications and services, and technical issues requiring the use of the command-line tools for resolution.
  2. Every AppleCare OS Support plan includes AppleCare Help Desk Support, an annual technical support plan that covers an unlimited number of support incidents for software installation, launch and use; hardware and software diagnosis and troubleshooting; and issue isolation for Apple-based solutions.

Products Covered Under AppleCare Help Desk Support Include

  1. Apple hardware
  2. Current versions of iOS, macOS and macOS Server
  3. Most Apple tools and applications, including Apple Configurator, Apple Remote Desktop, Classroom, Compressor, Final Cut Pro, GarageBand, iMovie, Keynote, Logic Pro, Mainstage, Motion, Music Memos, Numbers and Pages.

AppleCare Technician Training included

  1. With AppleCare OS Support, you also get access to AppleCare Technician Training, the only Apple-developed, Apple-approved online service certification training available. Additional access to AppleCare Technician Training Tools can be purchased separately.

Terms and Conditions

  1. Technical support may be provided in English only. Details on support coverage and eligible Apple technologies are described under the AppleCare OS Support and AppleCare Help Desk Support Service Plan.
  2. Hardware repairs that are not covered under warranty require an extended service contract, such as the AppleCare Protection Plan.
  3. Response times are not guaranteed.
  4. Hours of operation may vary and are subject to change.
  5. Response time targets are based on the hours of operation listed above.

Scope of Support Options

  1. Indicates an unlimited number of support incidents. Select support provides a total of 10 enterprise-level incidents in the areas indicated. Some issues may require the use of multiple support incidents to resolve.
  2. The following chart provides at-a-glance information on the scope of support provided by the Select, Preferred and Alliance plans.
Scope of AppleCare OS Support at a glance
Operating System
Select
Preferred
Alliance
iOS, macOS and macOS Server using graphical user interface
macOS and macOS Server using command-line interface
Incident
Troubleshooting automated administrative tasks and scripts
Incident
Troubleshooting cross-platform integration (security, file and print services)
Incident
Troubleshooting directory service integration and profile management
Incident
Troubleshooting Active Directory integration
Incident
File system and RAID configuration
iPhone, iPad and iPod touch Integration
Select
Preferred
Alliance
Apple Configurator installation and use
Profile deployment using graphical user interface
Configuring iOS to work with existing enterprise-grade networks
Troubleshooting third-party network settings to work with iOS
Incident
Consumer Software
Select
Preferred
Alliance
Apple consumer application support (Aperture, iLife, iWork)
Professional Video Software
Select
Preferred
Alliance
Final Cut Pro, Compressor and Motion
Custom workflow design (as for digital post-production)

Professional Audio Software
Select
Preferred
Alliance
Logic Pro and MainStage
Remote Management Software
Select
Preferred
Alliance
Apple Remote Desktop support
SAN Software
Select
Preferred
Alliance
Xsan support
Incident
Hardware Support
Select
Preferred
Alliance
iPad, iPhone, Apple Watch, Airport, Airport Time Capsule, Apple TV and Mac troubleshooting

AppleCare OS Support plans at a glance
Customer Contacts
Select
Preferred
Alliance
Technical contacts
 
 
     
Management contacts

Number of supported locations
1
1
Multiple
Incidents
Select
Preferred
Alliance
Help desk–level support (submitted via telephone, web or email)
Unlimited
Unlimited
Unlimited
Enterprise-level support (submitted via telephone, web or email)
10
Unlimited
Unlimited
Hours
Select
Preferred
Alliance
Standard support availability
12/7
12/7
12/7
Priority 1 (system or service down) support
12/7
12/7
24/7
Initial Response Times
Select
Preferred
Alliance
Priority 1 : Production server or service down (business hours)
4 hours
2 hours
1 hour
Priority 2 : Performance problems with production service
48 hours
24 hours
4 hours
All other questions and issues
72 hours
48 hours
24 hours
Account Management
Select
Preferred
Alliance
Technical account-management services

Customer Site Visits
Select
Preferred
Alliance
One scheduled kickoff or business review


One scheduled technical analysis (up to two days)


Reporting
Select
Preferred
Alliance
Incident status report (web based)
Quarterly written activity report

Monthly teleconference review and written activity report




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