AppleCare Enterprise (ACE) is Apple's professional warranty and support plan for business devices. Add it to Apple orders when you want longer coverage and access to Apple's enterprise support team.

Feature/Functionality

Overview

ACE extends the cover of your Apple devices and gives you a direct line to Apple's enterprise support. To buy ACE through Factorial IT you need two things from Apple: an Apple Business Account and an Enrolment ID.

Apple also needs an active Master Service Agreement (MSA) before you can add ACE to orders in Factorial IT. The MSA is the contract Apple creates after your first ACE order; every new device is then added to it.

How to use

Step 1: create an AppleCare Enterprise account (skip if you already have one).

1. Register at enterprise.apple.com/directEnroll.
2. Select ACE.
3. Enter your company details and purchasing contact.
4. Accept the terms and conditions.
5. In Factorial IT, open Global Purchasing > Settings > AppleCare Enterprise, click Enable and enter your Enrolment ID.

Step 2: activate your MSA.

1. Place at least one Apple order with ACE directly from your Apple Business Account.
2. Wait for Apple to activate that order. Apple then creates your MSA, and you can keep adding devices to it.

Until this is done, you cannot order ACE from the Factorial IT console.

Step 3: add ACE to a Factorial IT order.

1. Choose the device you want to buy.
2. In the Customise your order section, switch on the AppleCare Enterprise toggle.
3. In the Comments field, enter your MSA number.

Open a support case with AppleCare Enterprise

1. Go to the AppleCare Enterprise console.
2. Open the Agreement page to see your company documents.
3. Open the case in one of two ways:
   • The employee does it: share the ACE End User Support document with them, or ask them to call the ACE number with the company PIN code.
   • You do it: create the case directly in the AppleCare Enterprise console.

Troubleshooting and FAQ

Troubleshooting

• You cannot add ACE to an order. Check that ACE is enabled in Global Purchasing > Settings > AppleCare Enterprise with your Enrolment ID, and that Apple has activated your first ACE order so your MSA exists.
• You cannot find your company documents. Sign in to the AppleCare Enterprise console and open the Agreement page.

FAQ

1. What do we need before buying ACE through Factorial IT?
   An Apple Business Account, an Enrolment ID and an active MSA.
    
2. Why must the first ACE order go through Apple directly?
   Apple creates the MSA only after it activates your first ACE order. Later orders are added to that contract.
    
3. Where do we put the MSA number?
   In the Comments field when you place the order.
    
4. Can employees open their own support cases?
   Yes. Share the ACE End User Support document, or give them the ACE number and the company PIN code.