Vendor Resources for Providers

ISC can facilitate access to a number of vendor resources that are available to IT staff at Penn. For more information or to use any of the services, IT staff should contact ISC Client Care or the direct contact listed for the service. Direct access to some of these resources is limited to Client Care personnel and this is noted when it is the case.

Business Services maintains a list of manufacturer sales and support contacts, including contact information for Apple, Dell, Lenovo, and IBM representatives.

Apple

Apple Care OS Support


Penn's AppleCare OS Support program includes a technical support plan that covers an unlimited number of support incidents for software installation, launch and use, hardware and software diagnosis and troubleshooting, and issue isolation for Apple-based solutions. It includes support for Apple hardware, current versions of iOS, macOS/OS X and OS X Server, and most Apple software and tools. Contact ISC Client Care to open an incident.

iOS Dev Center

The iOS Dev Center provides a complete set of resources for developing iOS apps to be distributed in the Apple App Store, including software downloads, getting started videos, coding how-to's, sample code, and access to a wealth of technical documentation in the iOS Developer Library. ISC has an iOS Dev Center account which is open to LSPs. Contact ISC Client Care to register.

Apple School Manager

Apple School Manager (formerly known as Developer Enterprise program) provides access to resources that will help you develop proprietary iOS apps that you can distribute to people of the Penn community. ISC has an Apple School Manager account which is open to LSPs. Contact ISC Client Care to register.

Mac Dev Center

The Mac Dev Center provides resources for developing and distributing Mac apps through the Mac App Store, including software downloads, the Developer Certificates Utility, getting started videos, sample code, and access to technical documentation in the OS X Reference Library. ISC has a Mac Dev Center account which is open to LSPs. Contact ISC Client Care to register.

Dell

TechDirect

TechDirect, Dell's support services portal, is a global tool designed to help you more efficiently manage all aspects of parts dispatches and support cases. It combines two online tools - Dell Online Self-Dispatch (DOSD), which is a program that enables efficient part requests and issue resolution for IT Professionals who prefer to perform their own troubleshooting and hardware replacement, and also access to Online Incidents Management (OLIM). For more information about enrolling in DOSD, contact ISC Client Care.

Dell Premier

Dell's Premier site is designed to help you through all phases of product ownership: planning, purchase, deployment, reporting, and support. LSPs can register for an account through the University's Computer Connection.

Microsoft

Microsoft Unified

ISC collaborates with interested schools and centers to establish a shared Microsoft Unified Support Agreement that allows each participating unit to pay for and receive a portion of the support hours covered by the agreement. Participants have direct access to Microsoft Unified to request and receive technical support and consulting. In addition, a local Technical Account Manager (TAM) is available to manage the timely resolution of support requests.

Other Vendor Relationships

ISC maintains active relationships with the following vendors, which can be leveraged to assist with School and Center needs. Contact ISC Client Care for assistance.

  • Adobe
  • Epson
  • FileMaker
  • HP
  • IBM
  • Intel
  • Juniper
  • Lenovo
  • Ricoh
  • VMware