Get the IT department-level support you need when deploying iOS, macOS, or macOS Server in your organization. AppleCare OS Support delivers phone and email support for advanced integration, migration, and server operation issues. All three plans provide support for technical issues that require the use of command-line tools for resolution. Whether you have occasional questions or you need assistance on a regular basis, Apple has a plan to fit your requirements. Each plan provides up to one year of coverage.
Depending on the program you select -- Alliance, Preferred, or Select Support -- product features can include unlimited support incidents, up to six designated customer support contacts, one hour response for high priority 1 issues 24/7, an onsite technical review, and more.
AppleCare OS Support - Alliance covers an unlimited number of enterprise-level support incidents across multiple locations for six technical contacts in your organization and provides one-hour response for high priority issues, 24 x 7. This plan also includes an onsite review by an Apple technical support engineer and assigns an AppleCare account manager to your organization for one year.
Apple Care OS Support For Enterprise IT Department - 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
Apple Care OS Support For Enterprise IT Department - 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
Apple Care OS Support For Enterprise IT Department - Select
- Get support for up to 10 incidents; four-hour response for priority 1 issues; 12 hours a day, 7 days a week
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.
Terms and Conditions
- 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.
Scope of Support Options
- 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.
- The following chart provides at-a-glance information on the scope of support provided by the Select, Preferred and Alliance plans.
Scope of AppleCare OS Support at a glance | |||
|---|---|---|---|
Operating System | Select | Preferred | Alliance |
iOS, macOS and macOS Server using graphical user interface |  |  |  |
macOS and macOS 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 |  |  |  |
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 Support | Select | Preferred | Alliance |
iPad, iPhone, Apple Watch, Airport, Airport Time Capsule, Apple TV and Mac troubleshooting |  |  |  |
| 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 or email) | Unlimited | Unlimited | Unlimited |
Enterprise-level support (submitted via telephone, web or email) | 10 | Unlimited | Unlimited |
Hours | Select | Preferred | Alliance |
Standard support availability | 12/7 | 12/7 | 12/7 |
Priority 1 (system or service down) support | 12/7 | 12/7 | 24/7 |
Initial Response Times | 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 or 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 |  | ||