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Support Center

Technical Support

Where can I find technical support resources?

  • Developer Libraries

    The iOS, Mac OS X, and Safari developer libraries include a range of documentation including Technical Notes and Technical Q&As to help you get started or understand how to properly implement technologies.

  • Development Videos on iTunes

    Development videos on iTunes are another great resource to help you work through technical issues or to better understand using certain technologies in your app development.

  • Apple Developer Forums

    The Apple Developer Forums is a collaborative environment that provides developer program members with an environment to post technical topics for open discussion with other developers and Apple engineers.

  • Technical Support Incident (TSI)

    A Technical Support Incident allows developer program members to request code level support from our developer technical support engineers for issues they encounter while developing their apps.

What is a Technical Support Incident (TSI)?

A Technical Support Incident is a benefit of the Mac and iOS Developer Program and allows program members to request code level support from our developer technical support engineers. Your issue will be assigned to an engineer who can help you troubleshoot your code, offer direction to additional technical resources, or provide workarounds that will fast-track your development.

Who can submit a TSI?

Members of the iOS Developer Program, iOS Developer Enterprise Program, Mac Developer Program, and Safari Developer Programs with an available TSI in their account may submit a technical support request. To view your available Technical Support Incidents go to the Programs & Add-ons tab in Member Center.

When should I submit a TSI?

You should submit a TSI if you cannot fix a bug, are having trouble implementing a specific technology, or have any code level question that relates to developing for iOS, Mac OS X or Safari extensions.

Before you request technical support, be sure to visit the Apple Developer Forums to see if other developers have discussed and resolved the issue you are experiencing. You can also find a wealth of information from the iOS, Mac, and Safari Developer Libraries.

Where can I see how many TSIs I have and the history of my technical support requests?

You can view the number of Technical Support Incidents you have available and a history of your technical support requests by logging in to the Member Center. Click on the Programs & Add-ons tab, then click Technical Support from the side navigation menu.

What should I do prior to submitting a TSI for my iOS app or Mac app?

  • Run Build and Analyze in Xcode and resolve any outstanding analyzer results, if possible.
  • Attach and symbolicate any crash logs that you have in regards to your question (Read how to acquire and symbolicate crash logs in Technical Note 2151).
  • Attach any console output containing errors or exceptions when building or running your application.
  • Abstract the issue into a sample Xcode project, if possible. This includes forming abstracted classes and resources into a sample Xcode project.
  • Provide clear and concise steps to reproduce the issue, if applicable.

Can I submit a TSI for pre-release or beta software?

While code level technical support for pre-release software is not available from Apple, members of the iOS and Mac Developer Programs can post their questions to the Developer Forums. Additionally, the iOS Dev Center, and Mac Dev Center, provide links to technical resources that can assist you with your development.

How do I submit a Technical Support Incident (TSI)?

iOS, 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, email 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 email.

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.

How many TSIs are included with my Developer Program?

  • iOS Developer Program and Mac Developer Program

    The iOS Developer Standard and Enterprise Programs and the Mac Developer Program include two (2) Technical Support Incidents per membership year. Additional Technical Support Incidents are available for program members to purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD and can be purchase from the Member Center under the Programs & Add-ons tab.

  • Safari Developer Program

    Safari Developer Program members can purchase access to code level technical support for Safari extensions development. 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 Programs & Add-ons tab.

How do I purchase additional Technical Support Incidents (TSI)?

Additional Technical Support Incidents are available for iOS, Mac, and Safari Developer Program members to purchase in either a 2-Pack for $99 USD or 5-Pack for $249 USD and can be purchase from the Member Center under the Programs & Add-ons 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.

Where can I get customer support for Apple products or software?

If you’ve purchased an Apple product or software and are experiencing issues, Apple’s Support Site provides comprehensive support and information. This support site includes software updates and utilities, technical support and product information.

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