Documentation Index
Fetch the complete documentation index at: https://docs.iru.com/llms.txt
Use this file to discover all available pages before exploring further.
Apple Business Manager is now Apple Business. Apple School Manager is unchanged. For more information, see Introducing Apple Business and Apple Business Manager is now Apple Business.
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 or Apple School 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 or Apple School 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
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: 1-866-752-7753AppleCare 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 or Apple School Manager, please refer to the Apple Business Support website. You can reach AppleCare Deployment Programs Support by phone at 1-866-902-7144Contacting 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 1-866-902-7144Considerations
Engaging AppleCare and sharing context
Engaging AppleCare and sharing context
- 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
- Issue Classification: Understand which issues require Apple’s direct intervention
Agreements, channels, and expectations
Agreements, channels, and expectations
- 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
- Response Times: Be aware of AppleCare Enterprise Support response time expectations
Coordination, escalation, and communication
Coordination, escalation, and communication
- Follow-up: Coordinate with both Iru Endpoint and AppleCare teams as needed
- Escalation Process: Follow proper escalation procedures for urgent issues
- Communication: Maintain clear communication between all support teams
- Knowledge Sharing: Share relevant information between Iru Endpoint and AppleCare teams
Records and resolution tracking
Records and resolution tracking
- Documentation: Keep records of all support interactions and case numbers
- Resolution Tracking: Track issue resolution progress across multiple support channels
- Support Documentation: Keep detailed records of all support interactions and resolutions