[General, Basic, Advanced]
ASIP Scope of Support
In the U.S. and Canada, the AppleShare IP 6.0 customer will receive
90 days, 5 x 12 complimentary "up and running" technical telephone
support, which includes:
- Answering pre-sales questions about ASIP 6.0
- Providing assistance with installation problems.
- Providing assistance with feature use, as described in the manuals
and help files.
- Assistance troubleshooting Mac OS or Apple hardware issues, which
may be a factor in ASIP's performance.
The following questions and issues would not be included as part
of Apple Up and Running Support. Third-party software or hardware
vendors, ISP's, or networking consultants may be consulted in
connection with:
- Assistance with network design.
- Consultations on optimizing server performance for customer's
specific needs or environment.
- Assistance obtaining Internet access.
- Assistance troubleshooting DNS issues, unless MacDNS is being
used as the primary server.
- Assistance with third-party client software used to access ASIP
services.
- Assistance integrating or troubleshooting third party products
on the ASIP server or network.
U.S. Phone center hours of operation are: 6:00 A.M. to 6:00 P.M.,
Pacific Time, Monday through Friday.
The AppleShare IP 6.0 customer will receive a Service and Support
Guide that details how to dial into the Telephone Tech Support
center. For assistance in the U.S., customers will call 1-800-500-7078.
If AppleShare IP 6.0 is bundled with a server configuration, the
server’s support offering applies to this software. Server customers
will call 800-500-7078 number for support.
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Fulfillment
Customers who find that in-box items, such as CDs or manuals,
are missing, damaged, or become lost, may get these items replaced
by calling the Technical Support or Customer Care lines. A nominal
fee may apply, depending on the circumstances.
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