Apple launches enterprise version of AppleCare support system


Apple launches enterprise version of AppleCare support system

Updated A page on the Apple website has gone live regarding an enterprise version of AppleCare, the tech giant’s support system.

Apple’s move to court the enterprise market was announced back in July after Cupertino struck a deal with IBM to deliver more than 100 industry-specific enterprise apps for iPhone and iPad, as well as IBM services optimised for iOS.

Until now, specifics regarding dates of rollout were little known, and in the main they still aren’t. Yet this enterprise support page gives an idea that Apple is at least starting to sell the product, if public details are still thin on the ground.

AppleCare for Enterprise provides 24×7 technical support for employees over the phone, support for Apple hardware and operating systems, and maximum one hour response time for urgent issues. Each customer will have a specific AppleCare Account Manager who will provide continuous support and is described as “your personal liaison with AppleCare.”

Apple’s got new competition in this space. Back in October Samsung launched its Samsung 360 Services package, which was initially criticised because of its close proximity to Apple and IBM’s partnership. Samsung aims to offer managed mobility services, including putting together the helpdesk itself. This move from Apple appears to be going a similar way.

This is the first real indicator that this partnership is real

Nicholas McQuire, enterprise mobility analyst at CCS Insight, described the move as “the first real indicator that this partnership was real.”

“The breadth of services in providing 24/7 technical support across Macs, iPads and iPhones as well as apps will certainly attract market demand for these services, particularly now that Apple is starting to promote AppleCare more aggressively,” he told Enterprise AppsTech. He added: “Of course, this is just phase one in the partnership, and many will be watching to see how these two giants execute from here.”

IBM and Apple, traditionally, were less than bosom buddies. But as Mubaloo head of technology Ben Reed pointed out in an opinion piece in July, 30 years is a long time in tech. “IBM didn’t win the PC race and it wasn’t Apple that stopped it,” he notes. It’s the way the tide is turning; as Microsoft partnered with Dropbox for Office 365 earlier this week, it was noted how important the deal was for Microsoft to ‘play nicely’ with competitors.

You can find out more about AppleCare for enterprise here.


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