IT support for OS integration and migration.

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

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.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 and macOS
  • 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

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, 12 hours a day, 7 days a week (12/7).3 Unused incident support expires after one year.

Preferred

Covers up to 50 enterprise-level incidents across multiple locations, provides two-hour response for high-priority issues, 12/7, and provides access to the Customer Success Management team to your organisation.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 and macOS using graphical user interface
  • Incident macOS 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
  • Preferred
  • iOS, iPadOS and macOS using graphical user interface
  • Incident macOS 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
  • File system and RAID configuration
  • Alliance
  • iOS, iPadOS and macOS using graphical user interface
  • macOS 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

  • Operating System

     Select Preferred Alliance
  • iOS, iPadOS and macOS using graphical user interface
  • macOS using command-line interface Incident Incident
  • Troubleshooting automated administrative tasks and scripts Incident Incident
  • Troubleshooting cross-platform integration (security, file and print services) Incident Incident
  • Troubleshooting directory service integration and profile management Incident Incident
  • Troubleshooting Active Directory integration Incident Incident

iPhone and iPad Integration

  • Select
  • Apple Configurator installation and use
  • Profile deployment using graphical user interface
  • Configuring iOS and iPadOS to work with existing enterprise-grade networks
  • Incident Troubleshooting 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 and iPad Integration

     Select Preferred 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 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
  • Custom workflow design (as for digital post-production)

  • Professional Video Software

     Select Preferred Alliance
  • 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

     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

Hardware Support2

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

  • Hardware Support2

     Select Preferred Alliance
  • iPad, iPhone, 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
  • 12 Technical contacts
  • 1 Management contacts
  • Multiple Number of supported locations
  • Alliance
  • 12 Technical contacts
  • 1 Management contacts
  • Multiple Number of supported locations

  • Customer Contacts

     Select Preferred Alliance
  • Technical contacts 2 12 Unlimited
  • Management contacts 0 1 1
  • Number of supported locations 1 Multiple 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 or 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 50 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
  • Customer Success Management
  • Quarterly activity review
  • Monthly activity review
  • Preferred
  • Customer Success Management
  • Quarterly activity review
  • Monthly activity review
  • Alliance
  • Dedicated Customer Success Management
  • Quarterly activity review
  • Monthly activity review

  • Account Management

     Select Preferred Alliance
  • Customer Success Management Dedicated
  • Quarterly activity review
  • Monthly activity review

Customer Site Visits

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

  • Customer Site Visits

     Select Preferred Alliance
  • One scheduled kick-off/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 green tick indicates an unlimited number of support incidents. Select support provides a total of 10 enterprise-level incidents and Preferred support provides a total of 50 enterprise-level incidents in the areas indicated. Some issues may require the use of multiple support incidents to resolve.

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