Applecare Help Desk Support Annual Agreement

Product Features

AppleCare Help Desk Support

Whether deploying iPhone in your enterprise or supporting Mac computers in your organization, AppleCare Help Desk Support provides the backup expertise your frontline technology staff requires. This plan provides priority access to Apple’s senior technical support staff by telephone 12 hours a day, 7 days a week.1 It also includes a suite of tools that you can use to diagnose and troubleshoot Apple hardware, allowing you to manage resources more efficiently, improve response time, and reduce training costs. The plan provides one year of coverage to two technical contacts designated by your organization.

What’s covered
AppleCare Help Desk Support covers an unlimited number of support incidents for hardware and software diagnosis and troubleshooting and issue isolation for Apple-based solutions. For ease of budgeting, additional iPhone devices or Mac computers will not increase the cost of your AppleCare Help Desk Support contract.

Products covered include:

Hardware

• iPad
• iPhone
• iPod
• Mac
• Apple displays
• Xserve
• Apple TV
• AirPort and Time Capsule
• Software
• iPhone Configuration Utility

iOS

• Mac OS X
• Aperture
• Apple Remote Desktop
• Final Cut Express
• Final Cut Studio
• Final Cut Server
• iLife
• iWork
• Logic Express
• Logic Studio

AppleCare Help Desk Tools

AppleCare Help Desk Tools is a library of Mac OS installation and hardware diagnostic discs, updated quarterly.3 This comprehensive kit includes the 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 gives you access to Apple’s professional online support resources, including Apple’s extended Knowledge Base, and a dedicated website for online updates of the latest tools and software patches.

What’s included
With AppleCare Help Desk Tools, you’ll receive a full year of quarterly updates to the following software:

• Mac OS X installation discs
• Apple Service Diagnostics
• AppleCare Technician Training
• How to get AppleCare Help Desk Tools

AppleCare Technician Training

Get training from the Apple experts, then become one yourself. AppleCare Technician Training provides all the information you need to prepare for the Apple Service Certification exams for desktop and portable systems. This easy-to-use, self-paced program includes training materials, diagnostic tools, and extensive information from Apple’s own technical library. Most important, the Mac service training curriculum was developed by the people who know Apple systems best.

Easy-to-use, self-paced technician training
AppleCare Technician Training provides a comprehensive curriculum covering Apple products and technologies and includes Apple-developed diagnostic tools to help you diagnose and prevent problems. The modules cover such topics as general computer terminology, Apple-specific computer architectures, and Mac troubleshooting and preventive maintenance in a logical, straightforward format that makes it easy to absorb new concepts and information. In addition, the training is self-paced, so you have complete control over your learning schedule.

Up-to-date web-based resources for one year
Extensive reference materials based on Apple’s own technical information are available online through AppleCare Service Source.4 Here you’ll find vital resources including basic servicing information; troubleshooting flowcharts; adjustment procedures; take-apart, upgrade, and repair processes; product specifications; and exploded-view diagrams. Through AppleCare Technician Training, you receive a year of access to this online resource.

Preparation for supporting and servicing Mac computers
The information in the training gives you valuable background knowledge to support and troubleshoot Apple computers and selected peripherals and prepares you for the Apple Service Certification exams. Once you pass the exams, you’ll have a competitive advantage in the job market as an Apple-certified service technician.5

How to get AppleCare Technician Training
AppleCare Technician Training is included with your purchase of AppleCare Help Desk Support or AppleCare Help Desk Tools. It can also be purchased separately.

Manufacturer Part #: MB039ZM/D