1. What type of technical support is offered by WWDTS?
   
   
2. Where can I go for up-and-running technical support?
   
   
3. How do I submit a development level technical support question?
   
   
4. Does WWDTS provide phone support for technical issues?
   
   
5. How can I tell how many technical support incidents I have?
   
   
6. I need to purchase some WebObjects technical support incidents. How do I do that?
   
   
7. I need to be able to send Technical Support e-mails from both my work and home, which have different e-mail addresses. How can I ensure that I am properly identified as being eligible for support?
   
   
8. I recently submitted an order for some technical support incidents and I am paying with a check or Purchase Order. How will I know when you have processed my payment and the incidents are available?
   
   
9. Why are my technical support incidents all listed separately in my asset table?
   
   
10. I had trouble transferring one of my technical support incidents to an engineer at my company. What can I do?
    
    
11. When do my technical support incidents expire?
    
    
12. Do I need to join the Select or Premier Program in order to purchase technical support from Apple?
    
    
13. How many technical support incidents can I buy? Is unlimited technical support an option?
    
    
14. How do I know that WWDTS has received my technical support question?
    
    
15. I've heard about this new product called(insert any code name here) that Apple is working on. How can I get information on it?
    
    
16. I have one simple question about my Apple product but I don't want to have to call SOS-APPL. Is there an FAQ or information database available that I can search myself?

    Working with WWDTS

17. How should I format an e-mail sent to Worldwide Developer Technical Support?
    
    
18. What is the turnaround time for an e-mail sent to Developer Technical Support?
    
    
19. How can I register my creator code?
    
    
20. How can I register my file types?
    
    
21. Where can I send feedback on the service I am getting from Developer Technical Support?

    Technical Resources

22. Where can I get technical documentation on Apple technologies?
    
    
23. Where can I download software updates?
    
    
24. How can I get the Software Development Kit (SDK) for one of Apple's technologies?
    
    
25. Where can I get the latest Universal Interfaces?
    
    
26. Is sample code available online?
    
    

31. Who can use the labs and how often?
    
    
32. How does a Premier or Select member transfer the ADC Labs asset to an Online member?
    
    
33. How does an Online member transfer the ADC Labs asset back to the original owner?
    
    
34. Where are the labs?
    
    
35. What hardware and software resources are available in the labs?
    
    
36. How much does it cost?
    
    
37. How do I schedule a test session?
    
    
38. Where can I find out more about ADC Compatibility Labs?
    
    

1. How do I submit a bug report?
   
   
2. Will I be charged for submitting bug reports?
   
   
3. I am not an ADC Select or Premier member and do not wish to join the program, how do I submit a bug?
   
   
   
4. What e-mail address do I write to if I need to contact WWDR for support?
   
   

A: The Worldwide Developer Technical Support group (WWDTS) provides development-level support to Apple technology developers who are enrolled in Apple's developer programs and have available technical support incidents. Development-level technical support means that WWDTS will answer questions about the code you are writing or the hardware that you are designing. WWDTS does not provide up-and-running technical support.

All development-level technical support for Apple's WWDTS group is handled via electronic mail. You can find information regarding technical support incidents on our Technical Support page.

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A: WWDTS does not provide up-and-running technical support; this means we do not offer support for user-level assistance of Apple software or Apple hardware.

For a complete listing of up-and-running techncial support options offered by Apple, please refer to the following web sites:

• Apple Support Options web page
  
• AppleCare Contact Us page

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A: You must first become a member of the ADC Online, Select or Premier Program. Online, Select, and Premier members may purchase technical support incidents separately (Note: Select and Premier members receive some technical support incidents included in their membership). Once you have at least one technical support incident listed on your Manage Assets - Active Assets page, you may send your question to dts@apple.com.

See recommendations on how to format an e-mail sent to Worldwide Developer Technical Support below.

Note: If you are logged on to ADC while you are submitting your incident, you will need to view another page and then return to your Manage Assets - Active Assets page to see the incident decremented. You may also wish to check your Review History - Used Assets page to confirm.

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A: All development-level technical support for Apple's WWDTS group is handled via electronic mail.

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A: You may check your Manage Assets - Active Assets page page via the ADC Member site to see how many technical support incidents you have remaining. You may also wish to check your Review History - Used Assets page to confirm.

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Q: I need to purchase some WebObjects technical support incidents. How do I do that?

A: The purchasing of enterprise technical support incidents has not changed. Please continue to purchase enterprise technical support incidents as you have been. These may vary depending upon your geographic region. If you need additional information, please contact the appropriate regional representative listed at http://www.apple.com/webobjects/buy.html.

NOTE: The Technical support incidents available for sale in the Purchase area of the ADC Member Site are NOT for WebObjects or Enterprise technical questions. For more details, please see the Enterprise Alliance Program FAQ.

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A: You will need to create two ADC memberships. You can then transfer assets (such as Tech support incidents) between them as needed. If you are a Select or Premier member, your second membership can be a (free) Online membership. Please use separate e-mail address for multiple accounts.

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A: Once we receive your payment, you will receive an e-mail message confirming that your asset is now available. Your Technical Support incident(s) will show up in your asset table once we receive your payment. You can check the status of your assets by logging on to the ADC Member site at http://connect.apple.com and going to the Review History - Purchased Assets or the Manage Assets - Active/Pending Assets pages.

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A. Technical support incidents are grouped together by expiration date. They are listed separately so that Developer Technical Support knows to use the oldest incident first.

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A: Please make sure that the person to whom you are transferring an asset is at least an Online (free, no assets associated) member of the Apple Developer Connection.

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A: You may purchase technical support if you are an Online (free membership), Select or Premier Program member. See our Technical Support page for complete details on purchasing technical support incidents to enhance your membership offerings. Please note that the Select and Premier programs each have some technical support incidents bundled with their membership benefits. For more information on membership programs, please see our Developer Membership page.

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A: You may purchase as much technical support as you wish at any time by purchasing multiple incident packs.

Offering technical support for purchase by the single incident as well as in packs of 10, 25, or 50 incidents gives developers the convenience of buying as much as they need without paying for more than they need.

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A: After you have sent your question to dts@apple.com, you will receive an "acknowledgement" email which will include your Follow-Up ID. You can expect to receive this email by the next business day.

Make sure you are sending you are sending your technical support questions from the e-mail account that is shown in your ADC account profile. This account must have technical support incidents associated with it in order to receive support.

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A: It is not Apple's policy to comment on unannounced products, whether or not they actually exist. We can not comment on products that are under development and are not announced. We also can't give release dates for products. You can look in the following places for our earliest discussions of new products:

• The Press Release Library Product announcements are generally accompanied by a press release which often gives many of the specifications people are interested in.
• The Source.
  This site, published for the press and analyst community by Apple's Public Relations organization, centralizes pointers to the latest breaking news about Apple and its plans for the future.
• The Mac OS home page.
  The Mac OS team has also posted information about future developments in the Macintosh operating system on the Mac OS Web site.

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A: The Apple Tech Info Library(TIL) contains a database of over 14,000 articles that are used by Apple support technicians and field engineers worldwide. Answers to our most common questions can be found at http://til.info.apple.com/

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Q: How should I format an e-mail sent to Worldwide Developer Support?

A: The Worldwide Developer Technical Support group (WWDTS) provides development-level support to Apple developers who have enrolled in Apple's developer programs which include technical support or who have purchased technical support incidents separately. Development-level technical support means that WWDTS will answer questions about the code you are writing or the hardware that you are designing.

All development-level technical support for Apple's WWDTS group is handled via electronic mail. WWDTS will make every effort to provide an initial response to an incident inquiry within three business days.

You can help us respond to your questions quickly and easily by following the guidelines below.

1. Only one support issue per incident allowed. An incident is defined as a single, discrete problem. E-mails containing multiple issues may be returned to you for clarification concerning which issue you would like WWDTS to address.

2. Please include your name, e-mail address, company name, request number (if referring or responding to an open issue) and phone number in your e-mail. This information allows us to verify that you are entitled to technical support and allows our engineers to call you in response to an issue.

3. Include a full description of your problem/question
- Please include a descriptive subject line (not 'technical question').
- State your problem clearly.
- State what you've already done, read, or coded to solve the problem.
- Do not place your question in an attachment.
- Tell us what extra conditions are involved in your problem (e.g. only fails on a Desktop G3, only interested in the education market, etc.).

4. Send a sample project along, if appropriate. If you include a sample project or source code demonstrating your problem, it can help us track down the answer for you more quickly.

5. Give full configuration information for crashes/bugs. Please include your full configuration information by using the Apple System Profiler.

If you are experiencing or reporting crashes, please use the latest version of MacsBug with the 'stdlog' command to retrieve information related to your crash in a file that you can send as part of your e-mail.

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A: WWDTS will make every effort to provide an initial response to an incident inquiry within three business days.

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A: For information on registering creator codes, please refer to http://developer.apple.com/dev/cftype/

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A: Apple no longer registers file types. Since file type codes do not need to be unique, there is no benefit in registering a file type code. Apple does not arbitrate these codes nor does it publish any previously registered codes. It is important that you continue registering any creator codes used by your application with Apple. Please note there are many file type codes which represent data stored in a standard format ('TEXT', 'PICT', etc.) and you should avoid using these file types unless you are saving data in a format appropriate for that file type.

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A: Feedback regarding technical support received from WWDTS can be sent by going to our Contact ADC Programs page. Please include the following information in your message:

• Request E-mail reference # (required)
• Your Name (required)
• Your Company Name (required)
• Your Phone Number (required)
  
  

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A: Technical documentation for Apple technologies can be found at the following locations:

• Technical Publications
• Technotes
• Technical Q&As
  
  

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A: Apple software updates that are freely available can be downloaded from the Apple Software Updates.

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A: Apple SDKs that are freely available can be downloaded from the SDK page.

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A: The latest Universal Interfaces can be downloaded from http://developer.apple.com/sdk/

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A: Sample code that is available online can be found at http://developer.apple.com/dev/techsupport/source/

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• Go to the ADC Member Site and sign in using your Apple ID (account name) and Password
• Check the Transfer box to the right of your ADC Labs asset
• Enter quantity (1) and the e-mail address of the Online member whom you want to receive your ADC Labs asset
• Press the Confirm button and you will be asked if you are sure you want to do the transfer
• Press the Confirm button again to complete the transfer

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• Go to the ADC Member Site and sign in using your Apple ID (account name) and Password
• Check the Transfer box to the right of your ADC Labs asset
• Enter quantity (1) and the e-mail address of the original Premier or Select member who owned the ADC Labs asset
• Press the Confirm button and you will be asked if you are sure you want to do the transfer
• Press the Confirm button again to complete the transfer

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A: Please note that you must be an ADC Member to submit a bug. If you are not an ADC Member and would like to join, you may register at http://connect.apple.com. ADC Program members may submit bugs by going to:

http://developer.apple.com/bugreporter.

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A: We encourage and do not charge for bug reports from our ADC Program members. Additional information for submitting bug reports can be found at http://developer.apple.com/bugreporter. ADC Program members who submit a bug report using this form will receive an acknowledgment from Worldwide Developer Technical Support. However, if you would like a WWDTS engineer to supply a workaround for you, you must submit that as a technical support incident.

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A: Apple offers the following options for people who are not an ADC Program member.

• Customer Quality Feedback (CQF)
  CQF is an Apple program that provides end-users with an opportunity to influence the development of Apple hardware and software products worldwide. By evaluating Apple products early in the development cycle, customers are able to provide crucial data to the project development teams in a timely manner. This data includes comments about the human interface, desired features, performance, and compatibility with Apple and third-party products in time to help improve the shipping product. CQF project managers represent these customers via their feedback throughout the development cycle, prior to the release of new products.

  Customers are selected based upon their interest, ability to provide timely information, and their real-world computing environment as it relates to Apple's current needs. They are provided with early versions of products in development. These customers provide product feedback throughout the development process until the final release. All customer problems, issues, enhancement requests, and suggestions are reported to CQF and escalated to the appropriate development teams for resolution.

• Tech Exchange
  If you have a question about a problem you experience with an Apple product, or feedback you would like to offer to Apple, this is the place to post it. Your post will be available to customers with Internet access worldwide. If you have an answer or suggestion related to posts you read on the forum, we welcome and encourage your participation.

  This area is intended to address technical issues. Discussions of Apple policies, speculations about future Apple decisions or questions about unreleased products are not appropriate. Posts that are not relevant to a technical support discussion or contain abusive language will be removed.

  Apple agrees to maintain these discussion forums and read all posts from customers. Apple personnel will focus on gathering feedback, collecting bug reports, and correcting erroneous information in the forums. Due to load, Apple will not be able to respond directly to every question posted. Many Apple customers are experts when it comes to Apple products and are therefore encouraged to share their valued experiences in these forums and help others achieve success with their Apple products.

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A: We recently changed our e-mail addresses, so please visit our new Contact Us web page at http://developer.apple.com/contact for complete information.

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