Apple - Support - Products - Mac OS X Server Software Support

Delivers the IT department-level 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 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.

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 software application 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 and Mac OS X Server, QuickTime Streaming Server, and QuickTime Broadcaster.⁽¹⁾

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,⁽²⁾ the Mac operating system, and most Apple tools and applications, including Aperture, Apple Remote Desktop, Final Cut Studio, iLife, iWork, Logic Express, Logic Studio, QuickTime Pro, and Shake.⁽¹⁾

You also get a copy of AppleCare Help Desk Tools, a library of Mac OS installation and hardware diagnostic discs that is updated quarterly.⁽³⁾ 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 Apple’s extended Knowledge Base, and a dedicated website for online updates of the latest tools and software patches.⁽⁴⁾ 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.

Choose one of three Mac OS X Server Software Support 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).(5) 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, and assigns a technical account manager to your organization.(5)
Alliance covers an unlimited number of enterprise-level incidents across multiple locations and provides one-hour response for priority 1 issues, 24/7.(5) This plan includes an onsite review by an Apple technical support engineer.

Scope of Support

The following chart provides at-a-glance information on the scope of support provided by the Select, Preferred, and Alliance plans.

Key Features

Coverage for most Apple client/server technologies

Current versions of Mac OS X and Mac OS X Server
Network configuration and administration including authentication services
Command-line system administration
Integration of Mac OS X into cross-platform environments

Access to the support you need

Technical account manager available
Priority handling of technical issues
Phone support 12 hours a day, 7 days a week
Response times for priority 1 issues from four hours to as fast as one hour(5)
Submission of support incidents by telephone, email, or web
Up to four designated technical contacts for your organization
Personalized support home page providing access to current issue status, activity reports, and other customer-specific files and information
Access to AppleCare Help Desk Tools via the web

AppleCare Help Desk Support

Coverage for most Apple software, including current versions of the following Apple consumer and professional applications: Aperture, Apple Remote Desktop, Final Cut Studio, iLife, iWork, Logic Express, Logic Studio, QuickTime Pro, and Shake.
AppleCare Help Desk Tools, such as:

Mac OS 9 and Mac OS X installation discs
Apple Service Diagnostics
AppleCare Technician Training
Quarterly updates
Access to AppleCare Help Desk Tools via the web

Additional Information

Terms and Conditions

Scope of Support		Select	Preferred	Alliance
Operating system	Mac OS X and Mac OS X Server using graphical user interface	•	•	•
	Mac OS X and Mac OS X Server using command-line interface	Incident	•	•
	Troubleshooting automated administrative tasks and scripts	Incident	•	•
	Cross-Platform integration (security, file, and print services)	Incident	•	•
	Workgroup Manager integration (including third-party directories)	Incident	•	•
	Active Directory integration (including home directory integration)	Incident	•	•
	RAID Admin software	•	•	•
Consumer software	Apple consumer application support (iLife, iWork)	•	•	•
Professional video software	Final Cut Express, Final Cut Studio, & Shake Support	•	•	•
	Shake render farm configuration	Incident	•	•
	Custom workflow design (as for digital post-production)			•
Professional audio software	Logic Express & Logic Pro Support	•	•	•
Professional photography software	Aperture Support	•	•	•
Remote management software	Apple Remote Desktop Support	•	•	•
Web application servers	Mac OS X Server application server deployment support	Incident	•	•
	WebObjects deployment support on third-party servers	Incident	•	•
	Configuring WebObjects with other application servers (WebLogic, WebSphere)			•
Hardware Support⁽²⁾	iPod, Apple TV, Mac, Xserve, and Xserve RAID troubleshooting	•	•	•

• indicates an unlimited number of support incidents.
Select support provides a total of 10 enterprise-level incidents in the areas indicated. Some issues may require the use of multiple support incidents to resolve.

Examples of the types of comprehensive coverage provided with Mac OS X Server Software Support include the following:

System component support

Using standard UNIX command-line tools
Troubleshooting automated administrative tasks and scripts
Configuring and updating open source components (Apache, BIND, and others)
Configuring and using remote system administration tools and Apple Mail server
Installing and configuring SendMail and other mail transfer agents
Designing and implementing backup strategies and tools

Network configuration and administration

Implementing multi-tier NetInfo domain hierarchies (more than two tiers)
Configuring and operating Macintosh Manager, NetBoot, and Network Install
Installing and configuring firewall and other security tools
Monitoring and troubleshooting network performance
Managing security:firewall, IP filtering, reporting
File, network, and print services:AFP, NFS, SMB, LPR, DHCP, DNS, NAT, FTP, SSH
Designing and configuring network architecture
Installing and configuring Usenet news servers

Integration of Mac OS X into heterogeneous environments

Mac OS X clients with UNIX and Windows servers
Windows and UNIX clients with Mac OS X servers
Directory services:LDAP, Active Directory, NIS, NetInfo
Migrating to Mac OS X and Mac OS X Server

Professional video support

Support for standard-definition (SD) and high-definition (HD) solutions based on Final Cut Pro, which may include Apple-qualified third-party capture cards, device control, and attached storage solutions(6)
Assistance with film and HD workflows using Cinema Tools
FXScript troubleshooting and development support (Alliance only)
Design and deployment support for custom workflows (Alliance only)
Development support for Final Cut Pro open XML (Alliance only)
Support for DVD Studio Pro that includes assistance with encoding and importing assets, testing navigation, and output to formats including DVD-R and DLT
DVD scripting troubleshooting and development support (Alliance only)

Web applications server support

Mac OS X Server application server deployment support
WebObjects deployment support on third-party servers
Configuring web application server components (WebObjects, Apache, JBoss, Tomcat, SSL, QuickTime Streaming Server, and others)
Configuring WebObjects with other application servers such as WebLogic and WebSphere (Alliance only)
Deploying mission-critical applications using WebObjects, Cocoa, Carbon, and Java environments (Alliance only)

Support Options

The following chart provides at-a-glance information on the support options provided by the Select, Preferred, and Alliance plans.

Mac OS X Server Software Support		Select	Preferred	Alliance
Customer contacts	Technical contacts	2	2	4
	Management contacts	0	1	1
	Number of supported locations	Single location	Single location	Multiple Locations
Incidents	Help desk-level support (submitted via telephone, web, email)	Unlimited incidents	Unlimited incidents	Unlimited incidents
Incidents	Enterprise-level support (submitted via telephone, web, email)	10 Incidents	Unlimited incidents	Unlimited incidents
Hours	Standard support availability(6)	12 hours, 7 days	12 hours, 7 days	12 hours, 7 days
Hours	Priority 1 (system or service down) support	12 hours, 7 days	12 hours, 7 days	24 hours, 7 days
Response times⁽⁷⁾	Priority 1: Production server or service down (business hours)	4 hours	2 hours	1 hour
	Priority 2: Performance problems with production server (business hours)	48 hours	24 hours	4 hours
	All other questions and issues (business days)	3 days	2 days	Next day
Account Management	Technical account-management services	-	•	•
Customer site visits	One scheduled kickoff/business review (all-day onsite visit)	-	-	•
Customer site visits	One scheduled technical analysis (up to two days)	-	-	•
Reporting	Incident status report (web based)	•	•	•
	Quarterly written activity report	-	•	•
	Monthly teleconference review and written activity report	-	-	•
Resources	Periodic email updates	•	•	•
	Library of Mac OS X installation and hardware diagnostic discs	•	•	•
	Quarterly updates to disc library	•	•	•

(1) Details on support coverage and eligible Apple technologies are described under the Mac OS X Server Software Support and AppleCare Help Desk Support Service Plan. Visit www.apple.com/legal/applecare/ for full details.
(2) Hardware repairs that are not covered under warranty require an extended service contract, such as the AppleCare Premium Service and Support Plan.
(3) AppleCare Help Desk Tools is subject to separate terms and conditions.
(4) One year of access begins at time of enrollment via Apple’s website. Requires an Apple ID and an Internet connection. Access fees may apply.
(5) Response times are not guaranteed.
(6) Hours of operation may vary and are subject to change.
(7) Response time targets are based on the hours of operation listed above.