Where to turn when you need help with your MacBook.
At Doctors of BC, we want to ensure you get the best and quickest support for your MacBook. Whether during office hours, after hours, or while travelling for work. This article will highlight the best options for support depending on the situation.
During Office Hours
During office hours, the best options are submitting a Freshservice ticket or calling the IT Service Desk hotline (604-638-2800). Our team members are fully trained in Apple hardware and software. We are the in-house experts in the specialized software that Doctors of BC employees rely on daily.
Outside of Office Hours
If your Mac stops turning on or has issues with the Apple operating system outside of our office hours (after 5:00 p.m. or before 8:00 a.m.), if it’s urgent enough that it cannot wait until the next business day, Apple offers multiple avenues for support. If you have any issues with Doctors of BC tools or software (Box, Outlook, Zoom, PASport, etc.), you must submit a Freashservce ticket, and we will help as soon as possible. Apple does not support our internal programs.
Apple Support App
This is a free Apple app available for iPhone and iPad. It can be downloaded from the App Store, and once installed, it will give you access to 24/7 chat support, phone support, and links to helpful articles to get you up and running again.
Apple Online Support
This website provides access to 24/7 chat support, phone support, and links to helpful articles to help you get up and running again. support.apple.com
Apple Phone Support
You can reach Apple Support by phone at 1-800-263-3394 (1-800-APL-CARE) from 7:00 a.m. to 7:00 p.m.
Hardware
Issues with the hardware should be rare, but things happen. We aim to keep you up and running so you can do your best work. If you have any issues with your MacBook. Contact the Service Desk by submitting a ticket or calling the IT Support Hotline (604-638-2800). We will determine the best way to support you and may even send you a replacement computer so we can handle the technology, and you can quickly get back to what you do best.
AppleCare+
AppleCare+ is Apple’s extended coverage and support program. All Doctors of BC MacBooks have this coverage. If you ever contact Apple Support for an issue, all you have to do is give them your computer’s serial number. You can find the serial number under the Apple menu > About This Mac, or if the computer is not turning on, it is printed on the bottom of the Mac.