IT department–level coverage
Because Apple makes the hardware, operating system, and many applications for every Apple product, AppleCare for Enterprise delivers integrated support and service you can’t get anywhere else. You’ll get IT department–level support by phone or email for all Apple hardware and software as well as support for complex deployment and integration scenarios, including Mobile Device Management and Active Directory.
AppleCare for Enterprise provides IT department–level support for six technical contacts you designate as standard, with additional contacts able to be added if required. Support is available 24/7 with one-hour response times for top‑priority issues, such as when a production service is down.
AppleCare for Enterprise can be combined with Insight Managed Services, and then Insight will undertake escalations to Apple on your behalf in order to provide support across your entire IT estate.
Help for your help desk
AppleCare for Enterprise can help reduce the load on your internal help desk by providing technical support for your employees over the phone, 24/7. Apple will provide technical support for Apple hardware and operating systems; Apple apps such as Keynote, Pages, and Numbers; and personal accounts or settings.
Onsite hardware service
You have the choice of receiving onsite service coverage for two or three years from the date of your hardware purchase. If you have a hardware issue during that time, AppleCare for Enterprise will help get you back up and running quickly. IBM’s Global Technology Services, a worldwide Apple Authorised Service Provider, will provide onsite service within the next business day. To minimise downtime, AppleCare for Enterprise can be combined with the AppleCare Self-Servicing Account Program, so you can replace your hardware without waiting for a technician.
Review and Report
AppleCare for Enterprise provides you with an AppleCare Account Manager who will help review your IT infrastructure, track issues you may be having, and provide monthly activity reports for both support calls and repairs. With continuous support from your AppleCare Account Manager, you and your team will get the most out of AppleCare for Enterprise.
In addition to onsite hardware coverage, you can repair up to 2 per cent of your covered Mac computers, or up to 5 per cent of your covered iPad or iPhone devices, for any reason. So if an employee accidentally damages a device, AppleCare for Enterprise can cover that too. In most cases, Apple can repair or replace the device within one business day.