Support designed for business continuity.
Hebrew and English help desk, repair logistics, loaner devices, onsite support and enablement — under defined service levels and SLAs.
Support model
Four service layers aligned to the support plan.
Help Desk
Hebrew and English support by phone, email or portal, with response and handling measured against the purchased SLA.
Loaner Devices
Preconfigured loaner devices are delivered according to the agreed service level, availability and SLA.
Pickup & Return
Collection from the office or a customer site, routing to the appropriate service channel and tracking through return.
Training & Enablement
User onboarding, Windows-to-Mac transition and IT-team enablement as part of the adoption and support program.
Support components
Available support components.
The components below can be combined into a support service for your organization. Scope, service targets and entitlements are defined in the quotation and the SLA, not by this page.
| Service component | Availability |
|---|---|
| Help desk | Defined in the quotation and SLA |
| First-response target | Defined in the quotation and SLA |
| Remote support | Defined in the quotation and SLA |
| Onsite support | Defined in the quotation and SLA |
| Pickup & return | Defined in the quotation and SLA |
| Loaner device | Defined in the quotation and SLA |
| Endpoint management | Defined in the quotation and SLA |
| End-user enablement | Defined in the quotation and SLA |
| Service reporting | Defined in the quotation and SLA |
| Account management | Defined in the quotation and SLA |
Service and response times are subject to coverage hours, location, incident type and the applicable quotation and agreement. AppleCare for Enterprise is available subject to eligibility and the selected plan.
Service workflow
From ticket opening to restored productivity.
Ticket opened
Phone, email or portal. Initial triage determines the appropriate service path.
Business continuity
Where required, activate a loaner according to support-plan terms and availability.
Collection
Coordinate courier collection from the user’s location according to the SLA.
Repair & validation
Route through the appropriate service channel and approve non-covered work in advance.
Return & reporting
Return the device, close the ticket and update service history and SLA reporting.
Training & enablement
Enablement designed to reduce avoidable support demand.
Content tailored to your environment for end users and IT teams, onsite or online.
New Mac user onboarding
Work environment, shortcuts, files, corporate applications and security requirements.
Windows-to-Mac
A workflow-focused transition that maps familiar tools and processes to the Mac environment.
IT admin enablement
Apple Business, enrollment, endpoint management, macOS updates and security baseline.
Build an SLA around the business impact of downtime.
Share your fleet size, user distribution, coverage hours and maximum acceptable user downtime. We will structure the support model accordingly.