The AppleCare OS Support - Preferred from Apple is the equivalent of having direct access to an Apple expert for enterprise-level IT issues. For organization-wide deployments of iOS, OS X, and OS X Server across multiple locations, this is technical support for a year, covering phone and email support for integration, migration, and server operation issues. 12 people in your organization will have access to this tech support.
The Preferred level provides a 2-hour response to all priority 1 (server down) issues; 12 hours per day (8a.m.-8p.m. CST), 7 days a week. There is also a technical account manager assigned to your organization for the duration of the Preferred care.
AppleCare OS Support - Preferred also includes AppleCare Help Desk Support and AppleCare Help Desk Tools. AppleCare Help Desk Support provides your 12 designated contacts with 50 enterprise-level support incidents for software installation, launch, and use; hardware and software diagnosis and troubleshooting; and issue isolation for Apple-based solutions.
Additionally, each contact will have access to AppleCare Help Desk Tools, which is a library of downloadable diagnostics for Mac hardware and AppleCare Technician Training. This training is the only Apple-developed and approved online service certification training available.