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.
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 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, 12hours a day, 7days a week(12/7).3 Unused incident support expires after one year.
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Preferred
Covers up to 50 enterprise‑level incidents across multiple locations, provides two‑hour response for high‑priority issues, 12 hours a day, 7 days a week (12/7), and gives your organisation access to the Customer Success Management team3
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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, 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
- 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 anduse
- 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 withiOS and iPadOS
- Preferred
- Apple Configurator installation anduse
- Profile deployment using graphical user interface
- Configuring iOS and iPadOS to work with existing enterprise-grade networks
- Troubleshooting third-party network settings to work withiOS and iPadOS
- Alliance
- Apple Configurator installation anduse
- Profile deployment using graphical user interface
- Configuring iOS and iPadOS to work with existing enterprise-grade networks
- Troubleshooting third-party network settings to work withiOS and iPadOS
iPhone and iPad Integration
Select Preferred Alliance- Apple Configurator installation anduse
- Profile deployment using graphical user interface
- Configuring iOS and iPadOS to work with existing enterprise-grade networks
- Troubleshooting third-party network settings to work withiOS and iPadOS Incident
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
Select Preferred Alliance- 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
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, AppleWatch, AppleTV and Mac troubleshooting
- Preferred
- iPad, iPhone, AppleWatch, AppleTV and Mac troubleshooting
- Alliance
- iPad, iPhone, AppleWatch, AppleTV and Mac troubleshooting
Hardware Support2
Select Preferred Alliance- iPad, iPhone, AppleWatch, AppleTV 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
- Unlimited 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, email)
- 10 Enterprise-level support (submitted via telephone, web, email)
- Preferred
- Unlimited Help desk-level support (submitted via telephone, web, email)
- 50 Enterprise-level support (submitted via telephone, web, email)
- Alliance
- Unlimited Help desk-level support (submitted via telephone, web, email)
- Unlimited Enterprise-level support (submitted via telephone, web, email)
Incidents
Select Preferred Alliance- Help desk-level support (submitted via telephone, web, email) Unlimited Unlimited Unlimited
- Enterprise-level support (submitted via telephone, web, 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 / service down (high-priority)
- 48 hours Performance problem (medium-priority)
- 72 hours Other question or issue (low-priority)
- Preferred
- 2 hours System / service down (high-priority)
- 24 hours Performance problem (medium-priority)
- 48 hours Other question or issue (low-priority)
- Alliance
- 1 hour System / 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 / 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 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
Select Preferred Alliance- 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)
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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