Skip to main content

​
About AppleCare Enterprise Support

In certain situations, Iru Endpoint support might suggest reaching out to the AppleCare Enterprise Support team. This is particularly relevant for issues related to Apple Business Manager, Apple Push Notification service, Apple hardware, macOS, iOS, iPadOS, tvOS or visionOS where AppleCare might be better equipped to assist.

​
How It Works

AppleCare Enterprise Support provides specialized assistance for enterprise-level Apple services and hardware issues. When Iru Endpoint Support Engineers identify issues that require Apple’s direct intervention, they will recommend contacting AppleCare Enterprise Support. Both support teams can coordinate on cases when necessary to ensure comprehensive issue resolution.

​
When to Contact AppleCare Enterprise Support

Contact AppleCare Enterprise Support for issues related to:
  • Apple Business Manager: Enrollment, configuration, or integration problems
  • Apple Push Notification Service: Certificate issues or communication problems
  • Apple Hardware: Device-specific hardware failures or malfunctions
  • Operating Systems: macOS, iOS, iPadOS, tvOS, or visionOS system-level issues
  • Enterprise Services: Advanced Apple enterprise features and configurations
If an Iru Endpoint Support Engineer advises you to contact AppleCare Enterprise Support directly, please provide them with as much context from your Iru Endpoint support case as possible, if requested. Iru Endpoint collaborates closely with AppleCare, and both support teams can coordinate on cases when necessary. Make sure to share your Iru Endpoint ticket number with AppleCare Enterprise Support if it’s anticipated that both teams will need to work together to resolve your issue.

​
Contacting AppleCare Enterprise Support

You can reach AppleCare using your AppleCare Professional Support Agreement or by contacting them using the global phone numbers. Please use the Enterprise number. United States - Enterprise Support: 1-866-752-7753

​
AppleCare Enterprise Support Hours

For customers with an AppleCare Professional Support Agreement, the AppleCare Enterprise Portal (AEP) is available seven days a week, 24 hours a day. Please refer to your Support Agreement Proof-of-Coverage documentation for more details.

​
Contacting Apple for Deployment Programs Support

If you need assistance enrolling in Apple Business Manager, please refer to the Apple Business Support website. You can reach AppleCare Deployment Programs Support by phone at 1-866-902-7144

​
Contacting Apple for Apple Push Notification Services Certificates

For help with Apple Push Notification service, please refer to the Contact Apple for help with Push Notification Service Certificates web page. You can reach Apple Deployment Programs Support by phone at 1-866-902-7144

​
Considerations

  • Support Escalation: Contact AppleCare Enterprise Support when Iru Endpoint Support recommends it
  • Case Context: Provide AppleCare with detailed context from your Iru Endpoint support case
  • Ticket Coordination: Share your Iru Endpoint ticket number with AppleCare for coordinated support
  • Support Agreements: Ensure you have appropriate AppleCare Professional Support Agreement coverage
  • Portal Access: Use the AppleCare Enterprise Portal (AEP) for 24/7 support when available
  • Phone Support: Use the Enterprise phone numbers for priority support access
  • Documentation: Keep records of all support interactions and case numbers
  • Follow-up: Coordinate with both Iru Endpoint and AppleCare teams as needed
  • Issue Classification: Understand which issues require Apple’s direct intervention
  • Response Times: Be aware of AppleCare Enterprise Support response time expectations
  • Escalation Process: Follow proper escalation procedures for urgent issues
  • Communication: Maintain clear communication between all support teams
  • Resolution Tracking: Track issue resolution progress across multiple support channels
  • Knowledge Sharing: Share relevant information between Iru Endpoint and AppleCare teams
  • Support Documentation: Keep detailed records of all support interactions and resolutions