> ## 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.

# AppleCare Enterprise Support

> Access AppleCare for Enterprise support through Iru Endpoint. Get priority hardware service, technical support, and dedicated Apple account management.

<Note title="Apple Business name change">
  **Apple Business Manager** is now **Apple Business**. **Apple School Manager** is unchanged. For more information, see [Introducing Apple Business](https://www.apple.com/newsroom/2026/03/introducing-apple-business-a-new-all-in-one-platform-for-businesses-of-all-sizes/) and [Apple Business Manager is now Apple Business](https://support.apple.com/guide/apple-business-manager/apple-business-manager-is-now-apple-business-axmd79d79dea/web).
</Note>

### 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

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](https://support.apple.com/HT201232). 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)](https://enterprise.apple.com/) 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](https://support.apple.com/business). 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](https://support.apple.com/HT208643). You can reach Apple Deployment Programs Support by phone at **1-866-902-7144**

### Considerations

<AccordionGroup>
  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>

  <Accordion title="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
  </Accordion>
</AccordionGroup>