Delivers the IT department-level consultative support you need when deploying Mac OS X, Mac OS X Server, or Xserve in a heterogeneous environment. Mac OS X Server Software Support delivers consultative phone and email support for advanced server operation, migration, and integration issues.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.
Choose one of three plans:
Select covers up to 10 enterprise-level incidents and provides four-hour response for priority 1 issues (server down), 12 hours a day, 7 days a week (12/7).(1) Unused incident support expires after one year. Additional support for incidents can be purchased as needed. Preferred covers an unlimited number of enterprise-level incidents, provides two-hour response for priority 1 issues, 12/7,(1) and assigns a technical account manager to your organization.
Alliance covers an unlimited number of enterprise-level incidents across multiple locations and provides one-hour response for priority 1 issues, 24/7.(1) This plan includes an onsite review by an Apple technical support engineer. All three Mac OS X Server Software Support plans provide enterprise-level incident support — defined as support for system component support; network configuration and administration; the integration of Mac OS X into heterogeneous environments; professional video support; web applications server support; and support for technical issues requiring the use of the command-line tools for resolution. Examples of each type of support issue are provided under “Scope of Support” below. Apple products covered under the Mac OS X Server Software Support plans include Mac OS X Server, Mac OS 9 and Mac OS X, WebObjects, QuickTime Streaming Server, QuickTime Broadcaster, and Apple Remote Desktop.(2)
Every Mac OS X Server Software 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,(3) the Mac operating system, and most Apple tools and applications, including Final Cut Pro, DVD Studio Pro, and QuickTime Pro.(2) You also get a copy of AppleCare Help Desk Tools,(4) a library of Mac OS installation and hardware diagnostic discs that is updated quarterly. This comprehensive kit includes tools you need to reinstall the operating system and troubleshoot hardware problems — Apple’s own technical support staff uses the same tools. In addition, AppleCare Help Desk Tools grants you access to Apple’s professional online support resources, including private and monitored discussion boards(5), Apple’s extended Knowledge Base, and a dedicated website for online updates of the latest tools and software patches. Also included is AppleCare Technician Training, the only Apple-developed, Apple-approved online service certification training available. Additional copies of AppleCare Help Desk Tools can be purchased separately.
Scope of Support The following chart provides at-a-glance information on the scope of support provided by the Select, Preferred, and Alliance plans.
|