Apple intends to continue growing its enterprise presence. Following Apple and IBM teaming to fuel mass device enrollment and management and the introduction of the iOS Direct Service Program, Apple's announced its new AppleCare for Enterprise initiative. Certainly, AppleCare isn't just for individuals, or even SMBs, anymore.
Enterprise organizations can contact their Apple or IBM account executive to request a pricing quote. Complete terms and conditions, meanwhile, for a US-based business are available on Apple's website. Here are the highlights.
A common complaint within larger organizations is the sheer number of devices requiring replacement. It's a numbers game. The more iPhones and iPads an organization possesses, the higher the likelihood someone's dropping a device or spilling coffee on one. With AppleCare for Enterprise, organizations can replace up to 10% of covered iPhones and iPads, even if the resulting damage is accidental. Better yet, Apple can replace failed devices within a single business day.
AppleCare for Enterprise also includes provisions for onsite hardware service for two or three years from the original purchase date. Leveraging its IBM partnership, covered onsite hardware repair services will be provided within a business day. IT departments in a particular hurry to replace failed systems can pair AppleCare for Enterprise with the iOS Direct Service Program, enabling organizations to replace failed hardware without even having to wait for an Apple Authorized Service Provider to respond on site.
Help desk support
Enterprises can also elect to offload help desk loads to Apple under the AppleCare for Enterprise program. Apple technicians can provide direct support to enterprise end users 24x7. In addition to servicing common questions, such as walking a user through account settings, the Apple help desk staff can field application and program calls, such as for the Pages, Numbers, and Keynote apps.
Enterprise IT departments can even tap AppleCare for Enterprise to receive architecture, integration, deployment, and migration help. Whether an enterprise requires Active Directory integration support, mobile device management help, or IBM MobileFirst for iOS app assistance, Apple will make support available for up to six named technical contacts, with additional technical contacts available for a fee.
AppleCare for Enterprise demonstrates Apple is seriously scaling offerings to meet large organization IT department needs. Hardware replacement services, help desk support, and integration assistance provide the very supplementary support many Windows-centric IT departments need to accommodate the millions of iOS devices flowing into their networks.
Erik Eckel owns and operates two technology companies. As a managing partner with Louisville Geek, he works daily as an IT consultant to assist small businesses in overcoming technology challenges and maximizing IT investments. He is also president of Eckel Media Corp., a communications company specializing in public relations and technical authoring projects.