Apple france apple care

Buy an AppleCare plan

Most Apple devices come with a limited warranty and up to 90 days of complimentary support. If your device is eligible, you can buy an AppleCare+ plan or an AppleCare Protection Plan for additional coverage.

Buy an AppleCare plan online

Get coverage for your eligible iPhone, iPad, Mac, Apple Watch, AirPods, or other device.

Buy an AppleCare plan on your device

1. On your iPhone, iPad, or iPod touch, open Settings.
2. Go to General > About.
3. Tap AppleCare+ Coverage Available. If you don’t see AppleCare+ Coverage Available, check to make sure that your device is eligible.
4. Follow the onscreen instructions to complete your purchase. You can see the price of the AppleCare plan when you follow these steps.

What’s covered?

Learn more

• If you still need help buying an AppleCare plan, contact Apple Support.
• In most countries and regions, you can buy AppleCare+ within 60 days of your device purchase. In Japan, you can buy AppleCare+ within 30 days of your device purchase. In China mainland, you can buy AppleCare+ on your device within 7 days of your device purchase or in an Apple Store within 60 days of your device purchase. (At the Apple Store, you’ll need to bring your proof of purchase, and we’ll inspect the device.)
• In some countries and regions, you can buy an AppleCare Protection Plan within 1 year of your purchase of an eligible Mac, Apple TV, or other device.

Apple’s Limited Warranty and AppleCare plan benefits are in addition to your consumer law rights. Not all products and buying options are available in all countries or regions.

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Service et assistance par les personnes qui connaissent le mieux votre iPhone.

Comme Apple conçoit à la fois le matériel, les systèmes d’exploitation et de nombreuses applications, nos expertes et experts savent parfaitement comment tout s’articule et fonctionne ensemble et peuvent résoudre la plupart des problèmes en une seule conversation.

Plus de tranquillité d’esprit avec l’AppleCare+ pour iPhone.

L’AppleCare+ pour iPhone est un produit d’assurance offrant une assistance technique assurée par nos expertes et experts 1 et une garantie matérielle 2 couvrant jusqu’à deux incidents relevant de dommages accidentels par période de douze mois, chacun d’eux étant soumis à des frais supplémentaires de 29 € pour les dégâts affectant l’écran ou le dos en verre et de 99 € pour tout autre type de dégâts 3 . La garantie s’applique à compter de la date d’achat de l’AppleCare+.

Les avantages de l’AppleCare+ s’ajoutent à vos droits en tant que consommateurs et consommatrices d’obtenir la réparation ou le remplacement sans frais, par le vendeur, des produits non conformes au contrat de vente dans les deux ans suivant leur livraison, conformément au Code de la consommation français. Vous pouvez également obtenir le remboursement du produit ou garder le produit et obtenir du vendeur ou du fabricant un remboursement partiel dans les deux ans suivant la découverte d’un vice caché, conformément au Code civil français. Pour plus de détails, cliquez ici.

Assistance centralisée

Comme Apple conçoit à la fois l’iPhone, iOS et de nombreuses applications, l’iPhone est un système véritablement intégré. Et seul l’AppleCare+ offre un service après-vente et une assistance centralisés, assurés par des expertes et experts Apple. Ce qui permet de résoudre la plupart des problèmes en un coup de fil.

• Accès prioritaire aux expertes et experts Apple par chat ou par téléphone
• Réparation le jour-même dans la plupart des grandes villes du monde 4
• Service de remplacement express3

Garantie matérielle

L’AppleCare+ garantit la réparation ou le remplacement de votre iPhone pour deux incidents relevant de dommages accidentels par période de douze mois, chacun d’eux étant soumis à des frais supplémentaires (de 29 € pour les dégâts affectant l’écran ou le dos en verre et de 99 € pour tout autre type de dégâts), et couvre les batteries conservant moins de 80 % de leur capacité d’origine. La garantie matérielle couvre les éléments suivants :

Assistance logicielle

Avec l’AppleCare+ pour iPhone, les expertes et experts Apple peuvent vous aider à résoudre les problèmes affectant votre iPhone, iOS, iCloud et les apps Apple pour iPhone 5 :

• iOS et iCloud
• Réseaux sans fil
• Apps Apple pour iPhone telles que FaceTime, Mail, Safari et Calendrier

Comment acheter

1. Achetez l’AppleCare+ avec votre nouvel iPhone.
2. Ou achetez-le dans les 60 jours suivant l’achat de votre iPhone :
   • Sur votre appareil (allez dans Réglages > Général > Informations, puis sélectionnez Garantie AppleCare+)
   • En ligne (vous devrez vérifier votre numéro de série et exécuter un diagnostic à distance)
   • En appelant le 0805 540 003 (vous devrez effectuer un diagnostic à distance et fournir une preuve d’achat)

L’AppleCare+ est disponible pour :

• iPhone 13 mini
• iPhone 13
• iPhone 13 Pro
• iPhone 13 Pro Max
• iPhone 12 mini

• iPhone 12
• iPhone 12 Pro
• iPhone 12 Pro Max
• iPhone 11 Pro
• iPhone 11 Pro Max

• iPhone 11
• iPhone X S
• iPhone X S Max
• iPhone X R
• iPhone SE

L’AppleCare+ n’est pas disponible à Monaco, dans les DROM, les TOM et les PTOM.

Pour plus d’informations, reportez‑vous aux Conditions générales de l’AppleCare+.

Assistance supplémentaire

Assistance par téléphone ou par chat, réparations et bien plus.

Trouvez le numéro de téléphone de votre Assistance Apple ici.

Assistance pour tous vos appareils Apple dans une seule app.

Pied de page Apple

1. Des frais d’appels téléphoniques locaux peuvent s’appliquer. Les numéros de téléphone et les horaires d’intervention peuvent varier et sont susceptibles d’être modifiés.
2. La couverture matérielle fournie par l’AppleCare+ débute à compter de la date d’achat de l’AppleCare+. En d’autres termes, si vous achetez l’AppleCare+ jusqu’à 60 jours après l’achat de votre iPhone, la couverture matérielle ne s’appliquera qu’à compter de cette date. L’assistance technique débute à l’expiration de l’assistance technique gratuite de 90 jours offerte par Apple, laquelle s’applique à compter de la date d’achat de votre iPhone.
3. La garantie matérielle ne s’applique qu’à l’iPhone et à ses accessoires d’origine, et couvre (i) les batteries conservant moins de 80 % de leur capacité d’origine et (ii) jusqu’à deux incidents relevant de dommages accidentels par période de douze mois, chacun d’eux étant soumis à des frais supplémentaires (29 € pour le remplacement de l’écran ou pour les dégâts affectant le dos en verre et 99 € pour tout autre type de dégâts). Les frais de réparation du dos en verre ne s’appliquent qu’aux modèles d’iPhone 12 et d’iPhone 13. À l’issue de ce délai, tout incident non utilisé expirera, et vous bénéficierez de deux nouveaux incidents relevant de dommages accidentels à utiliser dans les douze mois suivant le renouvellement de la garantie. Le service de remplacement express n’entre pas dans le cadre des frais supplémentaires de remplacement d’écran ou de réparation du dos en verre. Le matériel de remplacement fourni par Apple dans le cadre du service de réparation ou de remplacement pourra être neuf ou équivalent à du matériel neuf en termes de performances et de fiabilité. Pour plus d’informations, consultez les Conditions générales à l’adresse apple.com/fr/legal/sales-support/applecare/applecareplus/fr.
4. La disponibilité et les options de réparation le jour même peuvent varier en fonction de la zone géographique et du modèle d’iPhone. Dans le cadre d’une réparation à l’international, Apple peut procéder à la réparation ou au remplacement de votre iPhone ou de certaines pièces à l’aide de pièces ou d’un modèle d’iPhone comparables, conformes aux normes locales. La garantie matérielle est soumise aux conditions générales de l’AppleCare+. Pour plus d’informations, reportez-vous aux Conditions générales de l’AppleCare+.

L’assistance technique permet à la clientèle d’obtenir des conseils d’expertes et d’experts qui lui auraient été facturés en temps normal.

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Service et assistance par les personnes qui connaissent le mieux votre Mac.

Comme Apple conçoit à la fois le matériel, les systèmes d’exploitation et de nombreuses applications, nos expertes et experts savent parfaitement comment tout s’articule et fonctionne ensemble et peuvent résoudre la plupart des problèmes en une seule conversation.

Gardez l’esprit tranquille avec l’AppleCare+ pour Mac.

L’AppleCare+ pour Mac est un produit d’assurance offrant une assistance technique assurée par nos expertes et experts 1 et une garantie matérielle supplémentaire 2 fournie par Apple couvrant jusqu’à deux incidents relevant de dommages accidentels par période de 12 mois, chacun d’eux étant soumis à des frais supplémentaires de 99 € pour les dégâts affectant l’écran ou le boîtier externe, et de 259 € pour tout autre type de dégâts 3 . La garantie s’applique à compter de la date d’achat de l’AppleCare+.

Les avantages de l’AppleCare+ s’ajoutent à vos droits en tant que consommateurs et consommatrices d’obtenir la réparation ou le remplacement sans frais, par le vendeur, des produits non conformes au contrat de vente. Cette clause reste valable deux ans à compter de leur livraison, conformément au Code de la consommation français. Vous pouvez également obtenir le remboursement du produit ou garder le produit et obtenir du vendeur ou du fabricant un remboursement partiel dans les deux ans suivant la découverte d’un vice caché, conformément au Code civil français. Pour plus de détails, cliquez ici.

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AppleCare for Enterprise
Terms and Conditions

AS A COMMERCIAL ENTERPRISE PURCHASER OF APPLE PRODUCTS PURSUANT TO AN APPLICABLE PURCHASE AGREEMENT (“UNDERLYING PURCHASE”), YOU ARE ELIGIBLE TO PURCHASE THE SUPPLEMENTAL WARRANTY SERVICE PLAN DESCRIBED HEREIN (“SERVICE PLAN”). BY CONTACTING APPLE FOR SUPPORT SERVICES OFFERED UNDER THIS SERVICE PLAN, YOU (HEREINAFTER, «ENTERPRISE» OR “YOU”) AGREE THAT THE FOLLOWING TERMS AND CONDITIONS (“TERMS AND CONDITIONS”) GOVERN THE DELIVERY OF SERVICES UNDER THE SERVICE PLAN. PLEASE NOTE THAT SERVICES PROVIDED UNDER THE LIMITED WARRANTY IN YOUR EQUIPMENT PURCHASE AGREEMENT OR UNDER APPLICABLE LAW, AS THE CASE MAY BE, ARE GOVERNED UNDER THE TERMS OF THE RESPECTIVE PURCHASE AGREEMENT AND/OR APPLICABLE WARRANTY LAW. WITH RESPECT TO SERVICES THAT ARE GOVERNED BY THESE TERMS AND CONDITIONS, BY CONTACTING APPLE TO OBTAIN SERVICES UNDER THE SERVICE PLAN OR BY REGISTERING THE SERVICE PLAN, ENTERPRISE AGREES TO THESE TERMS AND CONDITIONS.

The rights described in these terms and conditions in respect of returns, refunds and warranties are in addition to your statutory rights.

1. The Service Plan Generally

This Service Plan is a non-insurance, supplemental warranty providing hardware service and technical support services for the Apple-branded products and the bundled accessories contained in the original packaging (“Included Devices”) listed in your Service Plan documentation (“Plan Confirmation”). This Service Plan is intended to ensure that the Included Devices obtained by you through the Underlying Purchase continue to perform at the high level of quality for which Apple has become respected. Your Plan Confirmation is incorporated by reference into these Terms and Conditions.

In addition to the Included Devices, Apple will also provide hardware service and technical support services for Apple-branded mice, Apple battery chargers, and other Apple-branded accessories purchased from Apple and used with the Included Devices (which together with the Included Devices are collectively referred to as the “Included Equipment”).

As more fully described below, this Service Plan includes three distinct benefits to Apple’s enterprise customers: (a) high-end express service provided on a next-business-day basis for repair or replacement services due under the existing warranty provisions of the original purchase agreement(s) applicable to the Included Equipment; (b) high-end repair or replacement service provided on a next-business-day basis for defects in materials and workmanship on Included Equipment after expiration of the warranty provision of the original hardware purchase agreement for an additional period determined by the warranty purchased; and (c) Enterprise-requested replacement of Apple iPhone, iPad or iPod touch devices or Mac replacement components («Service Components») owned by Apple but made available to the Enterprise at its option. The Service Plan also provides enhanced IT support services to Enterprise, on a 24 hours a day, 7 days a week basis (“24/7 Basis”).

2. The Plan Term

The Service Plan begins upon Apple’s acceptance of Enterprise’s registration of the Service Plan, and the Service Plan ends on the date specified in your Plan Confirmation (“Plan Term”). Your Plan Confirmation will be provided to you at or about the time of purchase or sent to you automatically thereafter. Service under this Service Plan is additional to any services provided under applicable mandatory laws, the manufacturer’s hardware warranty contained in the applicable original purchase agreements, and complimentary technical support. Apple will not provide services beyond the end of this Service Plan.

3. Services Provided under the Service Plan

3.1 Hardware Service

If during the Plan Term, you submit a valid service request by notifying Apple that (i) a defect in materials and workmanship has arisen in the Included Equipment, or (ii) the capacity of the Included Equipment’s battery to hold an electrical charge is less than eighty percent (80%) of its original specifications, Apple will either (a) repair the defect at no charge using new parts or parts that are equivalent to new in performance and reliability, or (b) exchange the Included Equipment with a replacement device (“Replacement Device”) that is new or equivalent to new in performance and reliability. Apple will use reasonable efforts to repair the Included Equipment. All Replacement Devices provided under this Service Plan will at a minimum be functionally equivalent to the original product. If Apple exchanges the Included Equipment, the original Included Equipment turned in to Apple becomes Apple’s property and the Replacement Device becomes the Enterprise’s property and shall be considered Included Equipment. The Service Plan will apply to the replaced Included Equipment for the remaining period of the Service Plan.

3.2 Hardware Service Options

Apple will provide hardware services to the Enterprise through one or more of these options:

(i) Next Day On-site Service. Next day on-site service is available if the location of the Included Equipment is within the scope of the on-site service area, as described online at www.apple.com/support/enterprise/onsite.html. When on-site service is requested within the service area, Apple will dispatch a service technician or designated courier to the location of the Included Equipment. Service will either be performed at the location, or the service technician or designated courier will transport the Included Equipment to an Apple Authorized Service Provider (“AASP”) or an Apple repair service (“ARS”) location for service. If service is repaired at an AASP or ARS location, Apple will arrange for transportation of the Included Equipment to the Enterprise following service. Apple will use reasonable efforts to provide a service technician or designated courier at the location within the response times specified on www.apple.com/support/enterprise/onsite.html. If a service technician or designated courier visits a location at an agreed time and no Enterprise representative is available to provide access, Apple may charge a fee for the call. Further information about onsite service, including service area and response times, is available at www.apple.com/support/enterprise/onsite.html.

(ii) Carry-in service. Carry-in service is available for most Included Equipment products, as long as the Enterprise has made arrangements with an Apple-owned retail store location or an Apple Authorized Service Provider (“AASP”) that offers carry-in service for testing and repair services, including providing the necessary Service Plan information. Service will be performed at the store or AASP location, or the store may send the Included Equipment to an Apple repair service (“ARS”) site for service. Once the Enterprise or its representative is notified that service is complete, the Enterprise or its authorized representative must promptly retrieve the Included Equipment or arrange for the Included Equipment to be delivered to your location within the on-site service area by calling your service representative. Apple will pay for shipping the Included Equipment to your location.

(iii) Mail-in Service. Direct mail-in service also is available for most Included Equipment products. If Apple determines that your Included Equipment is eligible for mail-in service and you choose this option, Apple will send or deliver to you prepaid way bills (and if you no longer have the original packaging, packaging material) and you will ship the Included Equipment to an ARS site in accordance with Apple’s instructions. Once service is complete, the ARS site will return the Included Equipment to you. Apple will pay for shipping the Included Equipment to and from your location if you follow all instructions.

(iv) Express Replacement Service (“ERS”) or Do-It-Yourself (“DIY”) Parts Service. ERS is available for certain Included Equipment products. DIY parts service is available for many Included Equipment parts or accessories, and this will allow your information technology or similar department (“IT Department”) to service your own Included Equipment, if you choose to do so. If ERS or DIY parts service is available, the following process will apply.

(a) Service where Apple requires return of the replaced Covered Equipment or part. Apple may require a credit card authorization to serve as security for the retail price of the replacement Covered Equipment or part and applicable shipping costs. If you are not able to provide credit card authorization, service may not be available to you and Apple will offer an alternative arrangement for service. Apple will ship a Replacement Device or part to you with installation instructions, if such are applicable, and any requirements for the return of the replaced Covered Equipment or part. If you follow the instructions, Apple will cancel the credit card authorization, so you will not be charged for the Covered Equipment or part and shipping to and from your location. If you fail to return the replaced Covered Equipment or part as instructed or return a replaced Covered Equipment or part that is ineligible for service, Apple will charge the credit card for the authorized amount.

(b) Service where Apple does not require return of the replaced product or part. Apple will ship you free of charge a Replacement Device or part accompanied by instructions for installation, if applicable, and any requirements for the disposal of the replaced product or part.

(c) Apple is not responsible for any labor costs you incur in respect to ERS or DIY parts service. Should you require further assistance with the ERS or DIY service after you receive the replacement part, you should contact your Apple representative as listed on your Service Plan.

3.3 Technical Support

3.3.1 IT Department Technical Support

Upon acceptance of Enterprise’s registration, Apple will provide technical support services (“Support Services”) on Apple software products or related technologies (“Supported Products”) for the applicable Service Plan, all as described at the following online webpage: apple.com/legal/sales-support/applecare/docs/AppleCare_Service_Plan.pdf (“Service Plan Support Page”). Apple reserves the right to amend the Support Services provided and/or Supported Products included under the Service Plan, at any time, by posting updates to the Service Plan Support Page. Apple will not amend the Support Services and/or Supported Products in a way that (i) materially reduces the benefits provided to Enterprise under the Support Services, (ii) materially impacts Apple’s obligation to deliver the Support Services to Enterprise, or (iii) materially impacts the rights or benefits that Enterprise receives under the Support Services. For any updates that affect Enterprise’s Service Plan, Apple will notify Enterprise of the update via the email address registered by Enterprise no less than thirty (30) days’ prior to the effective date of the update. The terms described at the Service Plan Support Page, as may be amended from time to time, are incorporated into these Terms and Conditions as if fully set forth herein. In the event of any inconsistencies between the terms in this document and the terms at the Service Plan Support Page, the terms at the Service Plan Support Page will govern.

3.3.2 End-User Technical Support

During the Plan Term, Apple will provide your end-users with access to telephone and web-based technical support resources (“End-User Technical Support”) on a 24/7 Basis. End-User Technical Support may include assistance with installation, launch, configuration, troubleshooting, and recovery (excluding data recovery), including storing, retrieving, and managing files; interpreting system error messages; and determining when hardware service is required. Apple will provide support for the then-current version of the supported software, and the prior Major Release. For purposes of this section, the term «Major Release» means a significant version of software that is commercially released by Apple in a release number format such as «1.0» or «2.0» and which is not in beta or pre-release form.

3.4 Scope of End-User Technical Support

Under the Service Plan, Apple will provide End-User Technical Support for the following:

(i) Included Equipment.

(ii) macOS, iOS, iPadOS, tvOS, and watchOS operating systems (“OS”) and Apple-branded software applications that are designed to operate with the Included Equipment, including, but not limited to, Keynote, Pages, Numbers, Photos, iMovie, GarageBand, Aperture, Final Cut Pro, Logic Pro, Motion, Compressor, MainStage (also referred to collectively as “Software”). Apple will also provide technical support using the graphical user interface for server administration and network management issues on Apple’s operating system server software (“macOS Server”) on a Mac.

(iii) Connectivity issues between Included Equipment and a Supported Computer. A “Supported Computer” means a computer that meets the Included Equipment’s connectivity specifications and runs an operating system supported by the Included Equipment.

3.5 Service Component Replacement Pools (“Service Pools”)

During the Plan Term, Apple will make available to Enterprise two (2) replacement pools of inventory owned by Apple to replace Service Components for any reason (each request referred to as a, «Fulfillment Request»).

3.5.1 Device Pool

Apple will make available a pool of Service Components to the Enterprise consisting of the relevant iPad, iPhone, and iPod touch Apple devices (the “Device Pool”) that are new or equivalent to new in performance and reliability. The total number of Device Pool Fulfillment Requests permitted by the Enterprise shall not exceed the following percentage of the total number of Included Devices that are under the Service Plan, depending on the Service Pool feature purchased as reflected on your Plan Confirmation:

Enterprise may, except as described in section 4.1.1, draw from the Device Pool to replace an iPad, iPhone or iPod touch Included Device at any time and for any reason (each draw constituting a single Fulfillment Request), subject always to the availability of relevant Service Components remaining in the Device Pool, and so long as Enterprise returns the Included Device that will be replaced to Apple. The Included Device that is returned to Apple shall become Apple’s property, without lien or other encumbrance, and the replacement from the Device Pool shall become the property of the Enterprise, without lien or other encumbrance. Device Pool replacements will be the same model as the Included Device returned to Apple.

3.5.2 Component Pool

Apple will make available a pool of Service Components to the Enterprise consisting of all relevant Mac component parts sufficient to fully rebuild any Mac Included Device (the “Component Pool”). Apple shall have discretion to determine which parts need to be replaced in order to make a Mac Included Device functional again. Each Fulfillment Request by Enterprise shall, regardless of the number of individual parts needed to fulfill the request, be deemed a single Fulfillment Request. Apple will install the replacement Service Component without cost to the Enterprise. The number of Component Pool Fulfillment Requests permitted by the Enterprise shall be equal to the following percentage of the total number of Mac Included Devices under the Service Plan, depending on the Service Pool feature purchased, which shall be reflected on your Plan Confirmation:

Any parts drawn from the Component Pool and installed into a Mac Included Device shall become the Enterprise’s property, without lien or other encumbrance. Any parts removed from a Mac Included Device during installation of parts from the Component Pool shall become Apple’s property, without lien or other encumbrance.

If this Service Plan ends for any reason prior to the Enterprise’s use of all available Service Components in the Device Pool and / or the Component Pool, Enterprise’s interest in and access to the Service Components in such Pool(s) shall immediately cease, and the Service Components in such Pool(s) shall immediately revert to Apple’s sole and unconditional ownership.

3.5.3 Service Plan Applies to Service Components

The Service Plan shall apply to all Service Components, and each Service Component shall itself become, or be included within, an Included Device for the balance of the Term of the Service Plan.

3.5.4 Failure to Provide Replaced Service Components to Apple

If Enterprise requests a replacement for any reason from its available Service Pools on the basis that Enterprise intends to return the replaced device or component, but fails to make such return to Apple within 14 business days of receipt of the Service Component, or as otherwise specified in Apple’s procedures or in writing by Apple, the Enterprise will be charged for the Service Component at the then current manufacturer suggested retail price for the device or component supplied to the Enterprise. In these circumstances, the Service Component will not itself become, or be considered part of, an Included Device under this Service Plan.

4. Plan Limitations

4.1 Hardware Service and Service Pool Limitations

4.1.1 Limitations Applicable to Both Hardware Service and Service Pool

The hardware services described in section 3.1 and access to the Service Pool described in section 3.5 do not apply to:

(i) Installation, removal or disposal of the Included Equipment, or the provision of equipment while the Included Equipment is being serviced or repaired;

(ii) Included Equipment with a serial number that has been altered, defaced or removed, or has been modified to alter its functionality or capability without the written permission of the manufacturer; or

(iii) Included Equipment that has been lost or stolen.

4.1.2 Limitations Applicable to Only Hardware Service

The hardware service described in section 3.1 does not apply to:

(i) Damage caused by (a) a product that is not the Included Equipment, (b) abuse, recklessness, willful or intentional conduct, misuse, liquid contact other than as a result of defect in material and workmanship, fire, earthquake, flood or other external cause, (c) operating the Included Equipment outside the permitted or intended uses described by the manufacturer, or (d) service (including hardware upgrades and expansions) performed by anyone who is not a representative of Apple or an AASP;

(ii) Cosmetic damage to the Included Equipment that does not otherwise affect the functionality of the Included Equipment, including, but not limited to, scratches, dents, and broken plastic on ports;

(iii) Preventive maintenance on the Included Equipment;

(iv) Included Equipment containing hazardous material, including, but not limited to, biological materials and allergens that present a risk to human health;

(v) Defects caused by normal wear and tear or otherwise due to normal aging of the product; or

(vi) Excessive or catastrophic damage (e.g., Included Equipment that is crushed, bent, or partially or wholly submerged in liquid).

4.2 Technical Support

The technical support described in section 3.3 of this Service Plan does not include:

(i) Issues that could be resolved by upgrading software to the then current version, provided, however, that Apple will provide Enterprise with instructions and support on upgrading software;

(ii) Enterprise’s or its employee’s or agent’s use of or modification to the Included Equipment, the OS, or Software in a manner for which the Included Equipment or Software is not intended to be used or modified;

(iii) End-User Technical Support for third-party products and software or their effects on or interactions with the Included Equipment, the OS, or Software;

(iv) Technical Support for OS software or any Apple-branded software designated as “beta”, “prerelease,” or “preview” or similarly labeled software;

(v) End-User Technical Support for macOS software for servers, except when using the graphical user interface for server administration and network management issues in macOS Server on a Mac;

(vi) Third-party web browsers, email applications, and internet service provider software, or the OS configurations necessary for their use;

(vii) Damage to, or loss of any software or data residing or recorded on the Included Equipment; Recovery and reinstallation of software programs and user data are not included under this Service Plan; and

(viii) Issues relating to internet, scripting, FX scripting, programming, compiling, debugging, infrastructure design, content creation, content customization, multimedia project planning/design, resource management, budgeting, training, or other issues except as otherwise specifically described as being within the scope of the Support Services under your Service Plan.

5. Technical Support Limitations

5.1 Support Incidents

A “Support Incident” is a specific, discrete problem whose origin can be isolated to a single cause. Apple will make best efforts to resolve a Support Incident but does not guarantee that Support Incidents will be resolved. Apple, in its sole discretion, will determine what constitutes a Support Incident and, to the extent permitted by law, if the Support Incident is resolved. Generally, a Support Incident is resolved when Enterprise receives one of the following: (a) information that resolves the problem; (b) information on how to obtain a software solution that will resolve the problem; (c) notice that the problem is caused by a known, unresolved issue or an incompatibility issue with a Supported Product; (d) information that identifies the problem as being resolved by upgrading to a newer release of the Supported Product; or (e) notice that the problem has been identified as a hardware equipment issue.

5.2 Response Times

Apple will provide Support Services on a 24/7 Basis, subject to the exceptions described in the Service Plan’s Hours of Operations described on the Service Plan Support Page. Apple will make best efforts to respond to a Support Service request diligently within the response time described under the Service Plan, but does not guarantee that a resolution will be provided within a specific time period.

Support Services are not intended for use in connection with high risk activities or functions, including, without limitation, the operation of nuclear facilities, aircraft navigation, communication systems, systems used to dispatch first responders, air traffic control services, life support systems or services, or other activities in which the failure of the Support Services quickly to attain a desired result could lead to death, personal injury, or severe physical or environmental damage.

5.4 Technical Contacts

Support Services are provided to persons or agents designated by Enterprise at time of registration and as allowed under the Service Plan (“Technical Contacts”). Technical Contacts are the sole liaisons between or on behalf of Enterprise and Apple for technical support of the Service Plan. If Enterprise wishes to change the Technical Contacts, Enterprise must give no less than five (5) days written notice of the change to Apple at the applicable address listed below or enter the changes directly via the Enterprise’s secure, customized website as described in the instruction documents delivered at the start of the Service Plan.

6. Obtaining Service and Support

You may obtain services by following the instructions provided in your Plan Confirmation.

7. Enterprise Responsibilities

To receive Services, Enterprise must register the Service Plan and follow the access instructions provided by Apple. Enterprise is responsible for all fees in establishing and maintaining email and telephone communications with Apple. Enterprise will cooperate with Apple when requesting Support Services by providing information to Apple necessary to assist in diagnosing any technical issue. Enterprise is responsible for any and all restoration or reconstruction of lost or altered files, data, or programs. Enterprise will maintain and implement a complete data backup and disaster recovery plan. Enterprise is solely responsible for any and all security of its confidential, proprietary or classified information. Enterprise and its Technical Contacts will not disclose to Apple confidential, proprietary or any information that is subject to intellectual property rights, which may expose Apple to liability. Enterprise and its Technical Contacts will have a reasonable understanding of the Supported Products for which it seeks Support Service and the computer system on which it is operating. Enterprise may not transfer Support Services to a third party. Support Services are provided for the internal use of Enterprise only, and any unauthorized distribution of the Support Services will be grounds for immediate termination of this Service Plan. Enterprise will take reasonable measures to prevent the unauthorized distribution and use of Support Services. Enterprise will not abuse its receipt or use of Support Services, including, but not limited to, accessing Support Services to perform routine updates or other task reasonably within the purview and skill of Enterprise’s own IT Department.

In the event that Support Services are provided at an Enterprise’s location as part of a Service Plan, Enterprise will ensure that Apple or its authorized representative is granted access to the location at the arranged time. Enterprise will secure a safe working environment sufficient for Apple to perform the Support Services.

7.2 Minimum Fleet

Enterprise is required to maintain a minimum of 200 Included Devices actively enrolled with AppleCare for Enterprise («Minimum Fleet») at all times during the Term of this Service Plan. If at any time during the Term of this Service Plan Enterprise’s fleet size falls below 200 for more than twelve (12) months, Enterprise shall be deemed to be in breach of the Terms of this Service Plan and this Service Plan may be cancelled by Apple pursuant to Section 11 — Cancellation. Further, Apple may permit Enterprise to purchase AppleCare for Enterprise on additional devices during the Term of this Service Plan to expand Enterprise’s fleet size or to maintain its Minimum Fleet requirement. Available pricing and term of service may vary.

8. Remote Access Support Services

As part of the Service Plan, Apple may provide Support Services via internet remote access, whereby it will access, and if permitted by Enterprise, control and gather, information on Enterprise’s computer through the installation and use of remote access software. Installation and use of the remote access software by or on behalf of Enterprise indicates its permission for Apple to provide Support Services in this way. All or portions of the remote access software files may remain on Enterprise’s computer after the Support Service session is finished. Title to the remote access software and all intellectual property rights included therein remains with Apple and/or its licensors. Use of the applicable remote access software may be subject to additional licensing terms available at www.apple.com/legal/sales-support/remote-support/. Enterprise may not disassemble or reverse engineer any portion of the remote access software. While remote access Support Services are provided, Apple will only access, control and gather information on Enterprise’s computer that it reasonably believes is necessary to analyze and provide assistance for the Support Incident. Apple recommends that Enterprise close all files and applications that are not pertinent to the Support Incident. The remote access software or the features of Enterprise’s computer will allow Enterprise to terminate the remote access Support Service session at any time.

9. Disclaimer of Warranty

ALTHOUGH APPLE CANNOT GUARANTEE THAT A SUPPORT INCIDENT WILL BE RESOLVED, APPLE WILL MAKE REASONABLE EFFORTS TO PERFORM SUPPORT SERVICES UNDER THE SERVICE PLAN IN A PROFESSIONAL MANNER. TO THE EXTENT PERMITTED BY LAW, THE EXPRESS WARRANTY AND REMEDIES SET FORTH HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, STATUTORY, EXPRESS OR IMPLIED. AS PERMITTED BY APPLICABLE LAW, APPLE AND ITS LICENSORS SPECIFICALLY DISCLAIM ANY AND ALL STATUTORY OR IMPLIED WARRANTIES, RELATING TO OR ARISING IN ANY WAY OUT OF THESE TERMS AND CONDITIONS, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

10. Limitation of Liability

TO THE EXTENT PERMITTED BY LAW, APPLE’S AND ITS LICENSOR’S LIABILITY UNDER THESE TERMS AND CONDITIONS IS LIMITED TO THE AMOUNTS PAID BY ENTERPRISE FOR THE SERVICE PLAN ORDERED BY ENTERPRISE. IN NO EVENT SHALL APPLE AND ITS LICENSOR HAVE ANY LIABILITY FOR ANY INDIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOST PROFITS, LOSS OF DATA, LOSS OF USE OR EQUIPMENT OR FACILITIES, OR INTERRUPTION OF BUSINESS, ARISING IN ANY WAY OUT OF THESE TERMS AND CONDITIONS UNDER ANY THEORY OF LIABILITY (WHETHER IN TORT, INCLUDING NEGLIGENCE, CONTRACT, OR OTHERWISE), WHETHER OR NOT APPLE AND ITS LICENSORS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. OTHER DISCLAIMERS MAY BE CONTAINED IN THE LICENSING TERMS APPLICABLE TO THE REMOTE ACCESS SOFTWARE AVAILABLE AT www.apple.com/legal/sales-support/remote-support/.

You may cancel this Service Plan at any time for any reason. If you decide to cancel this Service Plan, you may call Apple at the telephone number below to do so, or you may send written notice with your Plan Agreement Number to appropriate address listed in the table below. You must send a copy of the Service Plan’s original proof of purchase with your notice. Unless local law provides otherwise, if you cancel within thirty (30) days of purchase of the Service Plan, or receipt of the Service Plan, whichever occurs later, you will receive a full refund less the value of any service provided under the Service Plan. If you cancel more than thirty (30) days after your receipt of this Service Plan, you will receive a pro rata refund of the original purchase price. The pro rata refund is based on the percentage of unexpired Service Plan term, less the value of any service provided to you under the Service Plan.

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