IT Cases
The maximum number of IT cases a Preferred customer is granted
What is 50?
OS Support Agreement with dedicated CSM support
What is Alliance?
The number of IT cases granted to ACE customers
What is one?
This team supports the pre-sales efforts for AppleCare Products
Who are the Business Development Managers (BDMs)?
To log in to the AppleCare Enterprise Portal, customers must have this type of account
What is an Apple Account (formerly Apple ID)?
Agreement with Group CSM support
What is Preferred?
What is on-site repair?
CSM escalations are submitted through this site
What is the Apple Enterprise Portal (AEP)?
Support hours for an Alliance HIGH priority cases
What is 24/7?
This ACOS agreement type has no CSM support
What is the Select Agreement?
The minimum number of device purchases to qualify for ACE coverage
What is 200?
SSAs submit repairs though this system
What is GSX?
The number of cases granted to Alliance customers
What is unlimited?
The number of technical contacts that are allowed in an Alliance agreement
What is unlimited
This ACE product gives credits equivalent to 4% of covered Macs and 10% for covered iOS devices
This team supports customers with ACE or ACOS agreements post-sales
Who are the Customer Success Managers?
This contact type can modify contacts, submit IT cases, and submit requests to remove Activation Lock
What is Management?
Alliance customers receive an initial response of ___ hour(s) for high-priority issues
What is one?
This ACE product gives credits equivalent to 2% of covered Macs and 5% for covered iOS devices
What is Service Pool?
This tool enables the sending of messages to customers in bulk
What is GCRM?
This is a collaboration between third-party providers and Apple allowing for behind-the-scenes problem-solving
What is the Cooperative Agreement Support?
This in-person feature of an Alliance agreement can be used for beta testing or the review of up to 4 recent cases
What is a two-day technical on-site?
These agreement contact types can leverage Service Pool Credits for an accidental damage repair
What is Management, Technical, and Service contacts?
The S is CSM
What is Success!?!?