AppleCare Products

AppleCare Professional Support

Expert service, support, and training for professionals.

Because we build the entire solution — from hardware to software to the operating system — AppleCare can provide integrated expert support that you can’t get anywhere else. Offerings are available for individuals, help desks, and IT departments.
 
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For IT Departments - AppleCare OS Support

Get the IT department-level support you need when deploying macOS, macOS 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.

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 hardware
• 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 Pages.

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.



Coverage Levels
Choose one of three AppleCare OS Support plans:

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

Preferred
Covers an unlimited number of enterprise-level incidents, provides two-hour response for high priority issues, 12/7, and assigns an AppleCare account manager to your organization.

Alliance
Covers an unlimited number of enterprise-level incidents across multiple locations and provides one-hour response for high priority issues, 24/7. This plan includes an onsite review by an Apple technical support engineer.
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AppleCare Help Desk Support and Training
With options designed to scale with your needs, AppleCare products are right for businesses of any size.

AppleCare Help Desk Support
Whether deploying iPhone in your enterprise or supporting Mac computers in your organization, AppleCare Help Desk Support provides the backup expertise your frontline technology staff requires. This plan provides priority access to Apple’s senior technical support staff by telephone 12 hours a day, 7 days a week, allowing you to manage resources more efficiently, improve response time, and reduce training costs. The plan provides one year of coverage to two technical contacts designated by your organization.

What’s Covered
AppleCare Help Desk Support covers an unlimited number of support incidents for hardware and software diagnosis and troubleshooting and issue isolation for Apple-based solutions. For ease of budgeting, additional iOS devices or Mac computers will not increase the cost of your AppleCare Help Desk Support contract. The support plan also provides graphical user interface-level assistance with macOS Server network configuration and server administration.

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