To keep your Xserve and Xserve RAID systems up and running, Apple offers the AppleCare Premium Service and Support Plan (1). If you experience a problem, whether a hardware failure or a software configuration issue, Apple’s dedicated Server Technical Support team will help diagnose problems and work to get your systems back online quickly. And because Apple hardware and software are uniquely integrated, there’s only one AppleCare number to call.
The AppleCare Premium Service and Support Plan delivers up to three years (2) of 24/7 telephone and email support (3) — with 30-minute response. For Xserve, the plan covers server administration and network management issues using the graphical user interface of Mac OS X Server. For Xserve RAID, the plan covers RAID Admin software, as well as connectivity issues between your Mac or Xserve and your Xserve RAID storage system.
The hardware repair coverage provides worldwide on-site response for Xserve and Xserve RAID. You get on-site response within four business hours, and next-day on-site response when you contact Apple after business hours (4). With the AppleCare Premium Service and Support Plan, you’ll have the assurance that Apple-authorised technicians will perform Xserve and Xserve RAID repairs using genuine Apple parts. To minimise downtime, Apple also offers AppleCare Service Parts Kits for Xserve and Xserve RAID. These kits enable quick and easy swapping of crucial parts; no special training or certification is required to address the most common hardware failures. When you combine the AppleCare Premium Service and Support Plan with an AppleCare Service Parts Kit, Apple experts can often help you troubleshoot and fix your system right over the phone — day or night — so you won’t have to wait for a repair technician.
For IT department — level support, add Mac OS X Server Software Support to receive consultative telephone and email support (3) for networking and workflow issues in Mac OS X Server environments, including support for command-line tools and mixedplatform integration. Network administrators can choose from three levels of Mac OS X Server Software Support: the Select plan provides 10 support incidents per year, while the Preferred and Alliance plans provide an unlimited number of support incidents with a dedicated technical account manager. Powerful server and storage solutions require expert service and support to match. With the AppleCare Premium Service and Support Plan — and other world-class AppleCare products — you’ll get responsive and reliable technical support for your critical deployments.
(1) A separate AppleCare Premium Service and Support Plan must be purchased for each Xserve or Xserve RAID system to be covered.
(2) Coverage ends three years after date of Xserve or Xserve RAID purchase.
(3) Local telephone fees may apply. Telephone numbers and hours of operation may vary and are subject to change. Access to web-based resources requires the use of a compatible Internet service provider; fees may apply.
(4) Represents typical response times. Actual on-site response time and availability of on-site service depend on location.
