AppleCare Professional Support

AppleCare OS Support

Three service levels of support for Apple OS integration, migration and advanced server operation.

AppleCare OS Support

Get the IT department-level support you need when deploying OS X, OS X Server or iOS in your organization. AppleCare OS Support delivers phone and email support for integration, migration and advanced server operation issues. Whether you have occasional questions or you need assistance on a regular basis, Apple has a plan to fit your requirements. Each plan provides one year of coverage.

What’s covered.

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.1

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:

  • Apple hardware2
  • Current versions of iOS, OS X and OS X Server
  • Most Apple tools and applications, including iPhone Configuration Utility, Aperture, Apple Remote Desktop, Compressor, Final Cut Pro, iLife, iWork, Logic Pro, MainStage and Motion.1

AppleCare Technician Training included.

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.

Three support plans available.

Choose one of three AppleCare OS Support plans:

Select

Covers up to 10 enterprise-level incidents and provides four-hour response for priority 1 issues (server down), 12 hours a day, 7 days a week (12/7).3 Unused incident support expires after one year. Additional support for incidents can be purchased as needed.
Buy AppleCare OS Support Select now

Preferred

Covers an unlimited number of enterprise-
level incidents, provides two-hour response for priority 1 issues, 12/7, and assigns a technical account manager to your organization.3
Buy AppleCare OS Support
Preferred now

Alliance

Covers an unlimited number of enterprise-
level incidents across multiple locations and provides one-hour response for priority 1 issues, 24/7.3 This plan includes an onsite review by an Apple technical support engineer.
Buy AppleCare OS Support
Alliance now

Scope of Support

The following chart provides at-a-glance information on the scope of support provided by the Select, Preferred and Alliance plans.

AppleCare OS Support scope of support at a glance

Operating System

Select Preferred Alliance
iOS, OS X client and OS X Server using graphical user interface
OS X and OS X 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
iPhone Configuration Utility 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 Support2

Select Preferred Alliance
iPad, iPhone, iPod, AirPort, Time Capsule, Apple TV and Mac troubleshooting

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.

Support Options

The following chart provides at-a-glance information on the support options provided by the Select, Preferred and Alliance plans.

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, email)

Unlimited

Unlimited

Unlimited

Enterprise-level support (submitted via telephone, web, email)

10

Unlimited

Unlimited

Hours

Select Preferred Alliance
Standard support availability4

12/7

12/7

12/7

Priority 1 (system or service down) support

12/7

12/7

24/7

Initial Response Times5

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/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

Buy AppleCare OS Support

Select

Get support for up to 10 incidents; four-hour response for priority 1 issues; 12 hours a day, 7 days a week.
Buy AppleCare OS Support Select now

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.
Buy AppleCare OS Support
Preferred now

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. Buy AppleCare OS
Support Alliance now

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.
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