Apple/IBM Deal: Apple Opens AppleCare for Enterprise Website

With the first products from the Apple (AAPL)/IBM (IBM) enterprise mobility deal due out any day now, the iPhone maker has kicked off a new AppleCare for Enterprise website, in a move to fulfill its part of the grand bargain the two IT heavyweights made in July.

Some four months ago, Apple and IBM, who’d tried to work together before to no avail, pledged to collaborate on a new enterprise mobility initiative to build industry-specific business apps for iOS-based mobile devices, with both vendors acknowledging they needed one another to mine the business mobility market more effectively than they can on their own.

IBM’s part is to build 100 enterprise solutions for Apple’s iPhone and iPad, develop new cloud services optimized for iOS and construct new packaged offerings for device activation, supply and management. The first round of industry-specific solutions are slated to hit the market this month with apps in banking, government, insurance, retail, travel and transportation and telecommunications.

Apple’s part of the deal is to launch a new AppleCare service and support offering tailored to the needs of enterprise customers and to grant IBM access to resell iPhones and iPads to its corporate customers. Now, with the vendor’s new AppleCare for Enterprise website, IBM’s enterprise customers can avail themselves of an AppleCare plan tailored to their needs.

According to the website, all AppleCare for Enterprise accounts are overseen by a dedicated account manager whose job it is to review the customer’s IT infrastructure, track issues and provide monthly activity reports. Apple is promising one-hour response time for top priority issues, with 24/7 phone support or for urgent onsite repairs.

IT-department level support is included for up to six customer-designated technical contacts either by phone or email for all Apple hardware and software. And, with IBM MobileFirst for iOS apps, Apple is pledging to troubleshoot the customer’s solution and work with IBM to find a resolution.

Customers can purchase onsite service coverage for two or three years from the date of their hardware purchase. While Apple is handling email and phone support, IBM’s Global Technology Services will provide onsite service within the next business day. In addition, to minimize downtime, AppleCare for Enterprise can be combined with the AppleCare iOS Direct Service Program to enable users to make hardware replacements without a technician.

Customers can swap out up to 10 percent of their covered iPad and iPhone devices in case of a lost or damaged device.

At this point, there’s no word either from Apple or IBM on pricing for the new Enterprise mobility service program.