mjohnson@Apple.COM (Mark B. Johnson) (05/14/91)
Apple USA Rolls Out Comprehensive
New Support Programs
Includes System 7 Upgrade, In-House and Developer Support
CUPERTINO, California--May 13, 1991--The Apple USA division of Apple Computer,
Inc. today introduced comprehensive support and training options intended to
smooth the upgrade process to System 7, Apple's next-generation operating
system, and extend direct assistance to in-house support providers and
developers
"Ultimately, customer satisfaction will drive the success of System 7," said
Morris Taradalsky, vice president of Apple customer support products and
services. "A comprehensive support strategy--one that addresses very diverse
customer needs--is essential to that success. Apple's support strategy has been
designed to back Apple's partners, provide unequaled value and assume final
responsibility for our customers' computing experience."
System 7 Upgrade Answerline
Starting immediately, direct telephone assistance via the System 7 Upgrade
Answerline is available to all customers transitioning to System 7.0. System 7
technical specialists will provide upgrade assistance by answering questions
about System 7.0 installation, hardware configuration, compatibility, backup,
and general troubleshooting issues that arise during the upgrade process.
System 7 technical specialists are available Monday though Friday, 6a.m. to
5p.m., Pacific time.
Customers who purchase a System 7.0 Personal Upgrade Kit will receive full
access to the System 7 Upgrade Answerline at no additional charge for 90 days.
Those who purchase a System 7.0 Group Upgrade Kit, recommended for groups of 6
or more, will receive free access to the System 7 Upgrade Answerline for 180
days.
End-users who have not purchased a System 7.0 Upgrade Kit can also receive
direct telephone assistance through a 900 number--(900) 535-APPL--for a charge of
$2 per minute.
In addition, Apple USA has established an automated question and answer system
that allows callers to listen to recorded answers to the most frequently asked
questions about System 7.0 upgrade and installation. Upgrade Kit customers
have the option of using the automated Q&A system or speaking with a System 7
Upgrade Answerline specialist. Both support services are available via an 800
number listed on all System 7.0 Upgrade Kit registration cards. Customers can
also reach the automated Q&A system via a toll-call--(408) 257-7700. The
automated Q&A system is available 24 hours per day, 7 days a week.
Customers who require assistance beyond the transition support offered by the
System 7 Upgrade Answerline and automated Q&A system are encouraged to take
advantage of support options provided by Apple resellers, consultants and
training providers.
System 7.0 Training
To supplement the in-the-box self-paced training included with every System 7
upgrade kit and new Apple computer, Apple's Training and Support Readiness
organization has developed a two-part end-user course called System Software
7.0 Training. Included in this course are two training modules: Introduction
to Macintosh System Software 7.0 and Supporting System 7.0.
The Introduction to System 7.0 module covers the key features of System 7 as
well as installation, the desktop, system folder organization, working with
documents, virtual memory, and file sharing . The optional Supporting System
7.0 module covers System 7 technology, installation and support issues.
Apple has trained its resellers to install, use and support System 7 and has
provided all authorized Apple training providers with a System 7.0 Training
Toolkit. The System 7.0 Training Toolkit includes training courseware and
other materials so that Apple training partners can offer their own training
courses.
Apple is sending these same training materials on CD-ROM to other support
providers such as user groups, consultants, and customer-site support
coordinators so they can offer training to end-users. All resellers,
including those who are not authorized training partners, may purchase the
System Software 7.0 Training CD-ROM off the Apple retail price list.
Developers, including commercial and in-house developers, are invited to attend
the Programming With System 7.0 course that is now offered through Developer
University, Apple's developer training program. This course focuses on the
Inter-Application Communications (IAC) toolkit and related components,
including the Data Publications Manager, File System tools, Apple events,
virtual memory and TrueType(R) human interface issues. For more information or
to register, please contact Apple Developer University at AppleLink(R) address
DEVUNIV or call (408) 974-6215.
Apple's Technical Coordinator Answerline
Broadening current support options offered to institutional customers, Apple
USA's new Technical Coordinator Answerline (TCA) will provide a wide array of
direct assistance to designated Apple support coordinators and customers who
provide assistance to other Apple(R) Macintosh(R) personal computer users.
TCA is a fee-based hotline through which customer support desk personnel can
get assistance directly from Apple support engineers. Apple TCA support
engineers will provide assistance with configuring, installing, administering,
troubleshooting and using Macintosh operating systems including System 7.0,
A/UX(R), AppleShare(R) file and print server, HyperCard(R) software , AppleTalk(R),
broader local area network solutions and Apple connectivity solutions to DEC,
IBM, Novell, Ethernet and TokenRing environments.
The Technical Coordinator Answerline will be staffed from 9a.m. to 6p.m.,
customer's local time.
Apple's current A/UX Answerline will continue to be offered separately;
Networking & Communications Answerline subscriptions will be transferred to
subscriptions for the Technical Coordinator Answerline.
Two Technical Coordinator Answerline subscriptions are offered:
o Technical Coordinator Answerline
(one year unlimited call subscription) -- $1,995
o Technical Coordinator Answerline 6
(six incident* call package good for one year) -- $495
TCA subscriptions may be ordered directly from Apple, starting June 17, 1991 by
calling
1-800-950-2442.
In-House Developer Support
Customers requiring support for in-house development under System 7 or other
Apple environments may purchase a new in-house developer support program
designed for
non-commercial developers.
The Software Development Answerline will provide support for software
development in multivendor environments. All subscribers receive access via
AppleLink, Apple's electonic mail system, plus telephone access to experienced
development support engineers when needed. Apple development support engineers
will be available to provide assistance with questions on operating systems,
graphical interface/frontends, languages, tools, utilities, connectivity and
selected third-party products.
Customers can reach the Software Development Answerline from 9a.m. to 6 p.m.,
customer's local time, Monday through Friday. Questions may be submitted via
AppleLink twenty-four hours per day, but will be responded to during normal
working hours.
In-house developer support options will be priced as follows:
o Software Development Answerline
(one year, unlimited call subscription) -- $5,995
o Software Development Answerline 6
(six incidents* per year) -- $1,795
Additionally, software developers can purchase the new Software Development
Reference Tools product, which makes available the same technical information
previously only available to commercial developers. It provides important
reference information on a monthly basis through the Apple developer CD series,
Macintosh Technical Notes, d e v e l o p(TM) magazine, APDAlog(R), Developer
University schedules, and more. Also included is a membership to Apple's
Programmers and Developers Association (APDA(R)), through which developers can
purchase technical libraries and publications.
o Software Development Reference Tools -- $350.00
Software Development Answerline subscriptions and Software Development
Reference Tools will be available on a national basis beginning June 17, 1991
and may be ordered directly from Apple by calling 1-800-950-2442.
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* Incident is defined as a question relating to a specific, discrete problem
that can be answered by isolating its origin to a single source. This may
involve multiple phone calls or AppleLinks.
Apple, the Apple logo, Macintosh, AppleTalk, A/UX, AppleShare, AppleLink,
HyperCard, APDAlog and APDA are registered trademarks and TrueType and Develop
are trademarks of Apple Computer, Inc.
DEC is a registered trademark of Digital Equipment Corporation.
IBM is a registered trademark of IBM Corp.
--
Mark B. Johnson AppleLink: mjohnson
Developer Technical Support domain: mjohnson@Apple.com
Apple Computer, Inc. UUCP: {amdahl,decwrl,sun,unisoft}!apple!mjohnson
"You gave your life to become the person you are right now. Was it worth it?"
- Richard Bach, _One_