Support Center

Technical Support

How do I submit a code level technical support request?

Code level support from Developer Technical Support (DTS) engineers is delivered via email in English and Japanese. iPhone, Mac, and Safari Program members may submit support questions by visiting the Submit Technical Support Request page. You will receive an acknowledgment by the next business day that will include your Follow-Up ID and any further instructions. DTS engineers typically provide an initial response to your specific support request within three (3) business days. To help accelerate a response to your question, please follow the email guidelines below.

  • Ensure your email subject line is as descriptive as possible (not just ‘technical question’).
  • Submit only one support issue (a single, discrete problem) per request.
  • In your email, include:
    • Your name, e-mail address, phone number, company name, and Follow-Up ID (if referring or responding to an open issue).
    • A full description of the problem/question, including actions you’ve already taken to solve the problem and any extra conditions to consider (e.g. only fails on specific hardware, only interested in the education market, etc.)
    • An attachment with a sample project or source code demonstrating the problem if appropriate.
    • For crashes/bugs, please include full configuration information from the Apple System Profiler. Also retrieve and store crash information in a text file with your e-mail.

Note: If you are experiencing or reporting crashes:

  • Enable the logging of crashes through the “Console” application preferences. Select the “Crashes” tab pane and click the “Log crash information” or “Enable crash reporting” check box (depending on the version of Console.app).
  • All the crash information, whether from stdlog or CrashReporter, should be stored in a text file that you can send as part of your email.

Does DTS provide code level technical support for pre-release versions of Mac OS X or iOS?

DTS only provides code level technical support for publicly released versions of Mac OS X and iOS.

Can I share my Technical Support Incidents with other developers in my organization?

If you are enrolled in the Mac and/or iPhone and/or Safari Developer Program(s) as a Company you have the ability to share Technical Support Incidents with other developers on your development team. Developers with a Team Agent, Team Admin or Team Member role, who are on an active Mac and/or iPhone and/or Safari development Team, may submit available Technical Support Incidents to Apple. Additional Technical Support Incidents may be purchased from the Member Center under the Account tab.

Where can I send feedback on the service I received for my Technical Support Incident?

Please submit feedback regarding your technical support incident service by filling out the Contact Us form.

What type of technical support do the iPhone and Mac Developer Programs offer?

Participants in the iPhone Developer Standard and Enterprise Programs as well as the Mac Developer Program have exclusive access to code-level and circuit-level technical support from the Developer Technical Support (DTS) team. You may use the Technical Support Incidents that are included in your annual Program membership to consult with one of our engineers about the code you are writing or the hardware you are building.

The iPhone Developer Standard and Enterprise Programs as well as the Mac Developer Program include two (2) engineering consultations per membership year. Additional Technical Support Incidents are available for purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD. You must be a program member to purchase Technical Support Incidents.

What type of technical support does the Safari Developer Program offer?

Participants in the Safari Developer Program can purchase access to code-level technical support for Safari extensions development. This code-level technical support is provided by the Developer Technical Support (DTS) team. Technical Support Incidents are available for purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD. Safari Developer Program Members may purchase Technical Support Incidents in the Member Center under the Account tab.

Can I purchase additional Technical Support Incidents?

Yes. Participants in the iPhone Developer Standard or Enterprise Programs and the Mac Developer Program can purchase additional Technical Support Incidents. If you are a participant in both the iPhone and Mac Developer Program, any Technical Support Incidents you purchase may be used for either iPhone or Mac Support. Additional Technical Support Incidents can be purchased in either a 2-Pack for $99 USD or 5-Pack for $249 USD. Technical Support Incidents may be purchased from the Member Center under the Account tab.

Where can I get help installing, using, or updating Apple Software?

For help with installing, using or updating Apple Software, or for help in getting your Apple computer set up or serviced, please refer to the support options listed below.

Standard Telephone Support for Apple Products

To obtain up-and-running support for the first 90-days you own your product call:

  • In the USA:
    • QuickTime inquiries: 1-512-674-8700
    • All other Apple product inquiries: 1-800-275-2273
  • In Canada: 1-800-263-3394
Apple Products - Online Support Resources

What other technical support options are available to developers?

Apple Training also offers several courses that help developers build full-featured applications using the advanced developer tools available on Mac OS X.

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