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• Elizabeth Macisaac
• Elisabeth Macocco
• Elizabeth Mac Os Download

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

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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.

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, iPadOS, 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

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 (server down), 12 hours a day, 7 days a week (12/7).³ 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.³

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.

Scope of support

Operating System

• Select
• iOS, iPadOS, macOS, and macOS Server using graphical user interface
• IncidentmacOS and macOS Server using command-line interface
• IncidentTroubleshooting automated administrative tasks and scripts
• IncidentTroubleshooting cross-platform integration (security, file, and print services)
• IncidentTroubleshooting directory service integration and profile management
• IncidentTroubleshooting Active Directory integration
• File system and RAID configuration

• Preferred
• iOS, iPadOS, macOS, and macOS Server using graphical user interface
• macOS and macOS Server using 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, iPadOS, macOS, and macOS Server using graphical user interface
• macOS and macOS Server using 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

  SelectPreferredAlliance
• iOS, iPadOS, macOS, and macOS Server using graphical user interface
• macOS and macOS Server using command-line interfaceIncident
• Troubleshooting automated administrative tasks and scriptsIncident
• Troubleshooting cross-platform integration (security, file, and print services)Incident
• Troubleshooting directory service integration and profile managementIncident
• Troubleshooting Active Directory integrationIncident
• File system and RAID configuration

iPhone, iPad, and iPod touch Integration

• Select
• Apple Configurator installation and use
• Profile deployment using graphical user interface
• Configuring iOS and iPadOS to work with existing enterprise-grade networks
• IncidentTroubleshooting third-party network settings to work with iOS and iPadOS

• Preferred
• Apple Configurator installation and use
• Profile deployment using graphical user interface
• Configuring iOS and iPadOS to work with existing enterprise-grade networks
• Troubleshooting third-party network settings to work with iOS and iPadOS

• Alliance
• Apple Configurator installation and use
• Profile deployment using graphical user interface
• Configuring iOS and iPadOS to work with existing enterprise-grade networks
• Troubleshooting third-party network settings to work with iOS and iPadOS

• iPhone, iPad, and iPod touch Integration

  SelectPreferredAlliance
• Apple Configurator installation and use
• Profile deployment using graphical user interface
• Configuring iOS and iPadOS to work with existing enterprise-grade networks
• Troubleshooting third-party network settings to work with iOS and iPadOSIncident

Consumer Software

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

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

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

• Consumer Software

  SelectPreferredAlliance
• Apple consumer application support (Keynote, Numbers, Pages, GarageBand, 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
• Custom workflow design (as for digital post-production)

• Professional Video Software

  SelectPreferredAlliance
• Final Cut Pro, Compressor, and Motion
• Custom 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

  SelectPreferredAlliance
• 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

  SelectPreferredAlliance
• Apple Remote Desktop support

SAN Software

• Select
• IncidentXsan support

• Preferred
• Xsan support

• Alliance
• Xsan support

• SAN Software

  SelectPreferredAlliance
• Xsan supportIncident

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

  SelectPreferredAlliance
• iPad, iPhone, iPod, Apple Watch, Apple TV, and Mac troubleshooting

Support plans at a glance

Customer Contacts

Elizabeth Macisaac

• Select
• 2Technical contacts
• 0Management contacts
• 1Number of supported locations

• Preferred
• 2Technical contacts
• 1Management contacts
• 1Number of supported locations

• Alliance
• 6Technical contacts
• 1Management contacts
• MultipleNumber of supported locations

• Customer Contacts

  SelectPreferredAlliance
• Technical contacts226
• Management contacts011
• Number of supported locations11Multiple

Incidents

• Select
• UnlimitedHelp desk-level support (submitted via telephone, web, email)
• 10Enterprise-level support (submitted via telephone, web, email)

• Preferred
• UnlimitedHelp desk-level support (submitted via telephone, web, email)
• UnlimitedEnterprise-level support (submitted via telephone, web, email)

• Alliance
• UnlimitedHelp desk-level support (submitted via telephone, web, email)
• UnlimitedEnterprise-level support (submitted via telephone, web, email)

• Incidents

  SelectPreferredAlliance
• Help desk-level support (submitted via telephone, web, email)UnlimitedUnlimitedUnlimited
• Enterprise-level support (submitted via telephone, web, email)10UnlimitedUnlimited

Hours

• Select
• 12/7Standard support availability⁴
• 12/7Priority 1 (system or service down) support

• Preferred
• 12/7Standard support availability⁴
• 12/7Priority 1 (system or service down) support

• Alliance
• 12/7Standard support availability⁴
• 24/7Priority 1 (system or service down) support

• Hours

  SelectPreferredAlliance
• Standard support availability⁴12/712/712/7
• Priority 1 (system or service down) support12/712/724/7

Initial Response Times⁵

• Select
• 4 hoursSystem / service down (high-priority)
• 48 hoursPerformance problem (medium-priority)
• 72 hoursOther question or issue (low-priority)

• Preferred
• 2 hoursSystem / service down (high-priority)
• 24 hoursPerformance problem (medium-priority)
• 48 hoursOther question or issue (low-priority)

• Alliance
• 1 hourSystem / service down (high-priority)
• 4 hoursPerformance problem (medium-priority)
• 24 hoursOther question or issue (low-priority)

• Initial Response Times⁵

  SelectPreferredAlliance
• System / service down (high-priority)4 hours2 hours1 hour
• Performance problem (medium-priority)48 hours24 hours4 hours
• Other question or issue (low-priority)72 hours48 hours24 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

  SelectPreferredAlliance
• AppleCare account-management services
• Quarterly activity review
• Monthly activity review

Customer Site Visits

• Select
• One scheduled kickoff/business review
• One scheduled technical analysis (up to two days)

• Preferred
• One scheduled kickoff/business review
• One scheduled technical analysis (up to two days)

• Alliance
• One scheduled kickoff/business review
• One scheduled technical analysis (up to two days)

• Customer Site Visits

  SelectPreferredAlliance
• One scheduled kickoff/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)

Elisabeth Macocco

• Reporting

  SelectPreferredAlliance
• Incident status report (web based)

Elizabeth Mac Os Download

In the charts above, a green checkmark 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.