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 |
|
|
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| Configuring iOS to work with existing enterprise-grade networks |
|
|
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| 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) | 4hours |
2hours |
1hour |
| Priority 2: Performance problems with production service | 48hours |
24hours |
4hours |
| All other questions and issues | 72hours |
48hours |
24hours |
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) |
|
|
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| 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
- 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.
- Hardware repairs that are not covered under warranty require an extended service contract, such as the AppleCare Protection Plan.
- Response times are not guaranteed.
- Hours of operation may vary and are subject to change.
- Response time targets are based on the hours of operation listed above.
