IT support for OS integration, migration and server operation.

Get the IT department–level support you need when deploying macOS, macOS Server or iOS in your organisation. AppleCare OS Support delivers phone and email support for integration, migration and advanced server operation issues.

AppleCare OS Support

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.

Enterprise-level incident support
Includes AppleCare Help Desk Support
Includes AppleCare Technician Training

What’s covered

AppleCare OS Support plans provide enterprise-level incident support. That’s 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, macOS and macOS Server
  • 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 Pages1

AppleCare Technician Training

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

Choose an AppleCare OS Support plan to suit your business needs.

Select

Covers up to 10 enterprise‑level incidents and provides four-hour response for high-priority issues (such as server down), 12 hours a day, seven days a week (12/7).3 Unused incident support expires after one year.

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Preferred

Covers an unlimited number of enterprise-level incidents and provides two-hour response for high-priority issues 12/7, plus assigns an AppleCare Account Manager to your organisation.3

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Alliance

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

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Scope of support

Operating System

  • Select
  • iOS, macOS and macOS Server, using the graphical user interface
  • Incident macOS and macOS Server, using a 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
  • File system and RAID configuration
  • Preferred
  • iOS, macOS and macOS Server, using the graphical user interface
  • macOS and macOS Server, using a command-line interface
  • Troubleshooting automated administrative tasks and scripts
  • Troubleshooting cross-platform integration (security, file and print services)
  • Troubleshooting directory service integration and profile management
  • Troubleshooting Active Directory integration
  • File system and RAID configuration
  • Alliance
  • iOS, macOS and macOS Server, using the graphical user interface
  • macOS and macOS Server, using a command-line interface
  • Troubleshooting automated administrative tasks and scripts
  • Troubleshooting cross-platform integration (security, file and print services)
  • Troubleshooting directory service integration and profile management
  • Troubleshooting Active Directory integration
  • File system and RAID configuration
  • Operating System

    Select Preferred Alliance
  • iOS, macOS and macOS Server, using the graphical user interface
  • macOS and macOS Server, using a 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
  • Apple Configurator installation and use
  • Profile deployment using the graphical user interface
  • Configuring iOS to work with existing enterprise-grade networks
  • Incident Troubleshooting third-party network settings to work with iOS
  • Preferred
  • Apple Configurator installation and use
  • Profile deployment using the graphical user interface
  • Configuring iOS to work with existing enterprise-grade networks
  • Troubleshooting third-party network settings to work with iOS
  • Alliance
  • Apple Configurator installation and use
  • Profile deployment using the graphical user interface
  • Configuring iOS to work with existing enterprise-grade networks
  • Troubleshooting third-party network settings to work with iOS
  • iPhone, iPad and iPod touch Integration

    Select Preferred Alliance
  • Apple Configurator installation and use
  • Profile deployment using the 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
  • Apple consumer application support (Keynote, Numbers, Pages, GarageBand and Music Memos)
  • Preferred
  • Apple consumer application support (Keynote, Numbers, Pages, GarageBand and Music Memos)
  • Alliance
  • Apple consumer application support (Keynote, Numbers, Pages, GarageBand and Music Memos)
  • Consumer Software

    Select Preferred Alliance
  • Apple consumer application support (Keynote, Numbers, Pages, GarageBand and Music Memos)

Professional Video Software

  • Select
  • Final Cut Pro, Compressor and Motion
  • Custom workflow design (as for digital post-production)
  • Preferred
  • Final Cut Pro, Compressor and Motion
  • Custom workflow design (as for digital post-production)
  • Alliance
  • Final Cut Pro, Compressor and Motion
  • Customised workflow design (as for digital post-production)
  • Professional Video Software

    Select Preferred Alliance
  • Final Cut Pro, Compressor and Motion
  • Customised workflow design (as for digital post-production)

Professional Audio Software

  • Select
  • Logic Pro and MainStage
  • Preferred
  • Logic Pro and MainStage
  • Alliance
  • Logic Pro and MainStage
  • Professional Audio Software

    Select Preferred Alliance
  • Logic Pro and MainStage

Remote Management Software

  • Select
  • Apple Remote Desktop support
  • Preferred
  • Apple Remote Desktop support
  • Alliance
  • Apple Remote Desktop support
  • Remote Management Software

    Select Preferred Alliance
  • Apple Remote Desktop support

SAN Software

  • Select
  • Incident Xsan support
  • Preferred
  • Xsan support
  • Alliance
  • Xsan support
  • SAN Software

    Select Preferred Alliance
  • Xsan support Incident

Hardware Support2

  • Select
  • iPad, iPhone, iPod, Apple Watch, Apple TV and Mac troubleshooting
  • Preferred
  • iPad, iPhone, iPod, Apple Watch, Apple TV and Mac troubleshooting
  • Alliance
  • iPad, iPhone, iPod, Apple Watch, Apple TV and Mac troubleshooting
  • Hardware Support2

    Select Preferred Alliance
  • iPad, iPhone, iPod, Apple Watch, Apple TV and Mac troubleshooting

Support plans at a glance

Customer Contacts

  • Select
  • 2 Technical contacts
  • 0 Management contacts
  • 1 Number of supported locations
  • Preferred
  • 2 Technical contacts
  • 1 Management contacts
  • 1 Number of supported locations
  • Alliance
  • 6 Technical contacts
  • 1 Management contacts
  • Multiple Number of supported locations
  • Customer Contacts

    Select Preferred Alliance
  • Technical contacts 2 2 6
  • Management contacts 0 1 1
  • Number of supported locations 1 1 Multiple

Incidents

  • Select
  • Unlimited Help desk–level support (submitted via telephone, web or email)
  • 10 Enterprise-level support (submitted via telephone, web or email)
  • Preferred
  • Unlimited Help desk–level support (submitted via telephone, web or email)
  • Unlimited Enterprise-level support (submitted via telephone, web or email)
  • Alliance
  • Unlimited Help desk–level support (submitted via telephone, web or email)
  • Unlimited Enterprise-level support (submitted via telephone, web, email)
  • 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
  • 12/7 Standard support availability4
  • 12/7 Priority 1 (system or service down) support
  • Preferred
  • 12/7 Standard support availability4
  • 12/7 Priority 1 (system or service down) support
  • Alliance
  • 12/7 Standard support availability4
  • 24/7 Priority 1 (system or service down) support
  • 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
  • 4 hours System or service down (high priority)
  • 48 hours Performance problem (medium priority)
  • 72 hours Other question or issue (low priority)
  • Preferred
  • 2 hours System or service down (high priority)
  • 24 hours Performance problem (medium priority)
  • 48 hours Other question or issue (low priority)
  • Alliance
  • 1 hour System or service down (high priority)
  • 4 hours Performance problem (medium priority)
  • 24 hours Other question or issue (low priority)
  • Initial Response Times5

    Select Preferred Alliance
  • System or service down (high priority) 4 hours 2 hours 1 hour
  • Performance problem (medium priority) 48 hours 24 hours 4 hours
  • Other question or issue (low priority) 72 hours 48 hours 24 hours

Account Management

  • Select
  • AppleCare account management services
  • Quarterly activity review
  • Monthly activity review
  • Preferred
  • AppleCare account management services
  • Quarterly activity review
  • Monthly activity review
  • Alliance
  • AppleCare account management services
  • Quarterly activity review
  • Monthly activity review
  • Account Management

    Select Preferred Alliance
  • AppleCare account management services
  • Quarterly activity review
  • Monthly activity review

Customer Site Visits

  • Select
  • One scheduled kick-off or business review
  • One scheduled technical analysis (up to two days)
  • Preferred
  • One scheduled kick-off or business review
  • One scheduled technical analysis (up to two days)
  • Alliance
  • One scheduled kick-off or business review
  • One scheduled technical analysis (up to two days)
  • Customer Site Visits

    Select Preferred Alliance
  • One scheduled kick-off or business review
  • One scheduled technical analysis (up to two days)

Reporting

  • Select
  • Incident status report (web-based)
  • Preferred
  • Incident status report (web-based)
  • Alliance
  • Incident status report (web-based)
  • Reporting

    Select Preferred Alliance
  • Incident status report (web-based)

In the charts above, a tick 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 multiple support incidents to resolve.

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