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Apple @ Work: Reimagining AppleCare in the Enterprise

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I've written about AppleCare many times over the past few years and usually come to the same answer: It doesn't make financial sense for most. organizations. The key word in this sentence is majority. Sometimes it makes sense when time is more valuable than money.

About Apple @ Work: Bradley Chambers managed the corporate IT network from 2009 to 2021. With experience deploying and managing firewalls, switches, MDM, enterprise Wi-Fi, thousands of Macs, and thousands of iPads, Bradley shares how Apple IT managers deploy Apple devices, build networks to support them, and train users, stories from the IT management trenches, and ways Apple can improve its products for IT departments.

AppleCare Help Desk Support

AppleCare Support offers support for an unlimited number of incidents, including hardware and software diagnostics, troubleshooting, and problem isolation specific to Apple. -systems. Help is also available for Apple Business Manager and Apple School Manager. This service is cost effective for growing organizations because adding individual Apple devices will not increase the cost of your AppleCare Help Desk support contract.

With this plan, you'll get priority access to Apple's senior technical support team by phone 12 hours a day, seven days a week.

AppleCare OS support

AppleCare OS support plans offer enhanced incident support for enterprises, covering a variety of technical areas. These areas include integration across multiple environments, system component support, network configuration and management, professional software applications, web applications and services, and complex technical issues that require the assistance of command line tools.

Each OS support plan AppleCare includes AppleCare Help Desk support, a one-year technical support package that covers an unlimited number of support calls. This support covers software installation, device usage, hardware and software diagnostics, troubleshooting, and troubleshooting for Apple hardware.

AppleCare Help Desk support includes the following products:

  • Apple hardware
  • Latest versions of iOS, iPadOS and macOS
  • A variety of Apple apps including Apple Configurationator, Apple Remote Desktop, Classroom, Compressor, Final Cut Pro, GarageBand, iMovie, Keynote, Logic Pro, MainStage, Motion, Music Memos, Numbers and Pages.

AppleCare for Enterprise

With AppleCare for Enterprise, you can choose to have your hardware serviced onsite for two, three, or four years from the date of purchase of the equipment, depending on your company's plan. If you have a hardware problem, AppleCare for Enterprise guarantees that your hardware will be resolved quickly under your contract. You have the option of receiving on-site service as early as the next business day or choosing assistance from any Apple Authorized Service Provider worldwide.

AppleCare for Enterprise also aims to enhance your internal support service by offering end users unlimited 24/7 phone support. This support covers Apple hardware, operating systems, apps like Keynote, Pages and Numbers, and help setting up your personal iCloud account or settings.

Plan includes additional benefits such as hardware coverage on-site, and the ability to repair or replace up to 4% of eligible Macs or Apple displays or up to 10% of covered iPads or iPhones for any reason at no additional charge. Apple says that in most cases it can repair or replace a device in as little as one business day.

9to5Mac: a look at AppleCare at work

One aspect of AppleCare, that occurred to me is that every company has unique needs and situations in the world of remote and hybrid work. . My opinion of AppleCare has changed because many teams cannot afford in-house specialists to provide proper foot support. Perhaps the team in charge of Apple's fleet is also responsible for networking, security, and application support, and they need an extra pair of hands to support, repair, and diagnose their devices.

Since we've covered the countless options Apple offers business customers, you should pay attention to your needs as a company. A remote team of 1,000 people will have different needs than 1,000 people in an office organization. The repair needs of a remote organization are different from the repair needs of an office organization.

Ultimately, my advice to the IT leader is to first determine what your needs are and then decide what role Apple and AppleCare will play. You may decide that you don't need a plan at all, but you may find that to have a successful Apple experience, you'll either have to hire a few people or use AppleCare for Enterprise. The ultimate goal is a safe and productive deployment. Each organization will get there differently. I say all this to say that AppleCare in the enterprise isn't for everyone, but Apple offers plenty of flexible options to ensure your success.

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