Proactive, Expert Support for Your Entire Apple Fleet
Dedicated Apple support from Apple-certified technicians -- not generalists who escalate every Mac question. When your employees have an issue with a Mac, iPhone, or iPad, they reach specialists who have seen and resolved it before.
Our Apple help desk provides your employees with a dedicated support queue staffed by technicians who specialize in Apple platforms. When a user calls in with a Mac that will not boot, an iPhone that has lost its MDM profile, or an iPad that is not syncing with your cloud storage, they are connected with someone who has seen and resolved the issue before -- not someone reading from a script.
We offer support through multiple channels to meet your team where they work. Users can reach us by phone for urgent issues, by email for less time-sensitive requests, or through chat for quick questions that need fast answers. Every support request is tracked in our ticketing system with full visibility for your IT leadership, including response times, resolution times, and trending issue categories.
For issues that require hands-on troubleshooting, our technicians use remote screen sharing to connect directly to the affected device. This allows us to diagnose and resolve most problems in real time without requiring the user to bring their device to a repair location or wait for an on-site visit. Remote sessions are initiated securely and require user consent, ensuring that your employees maintain control over their devices at all times.
Our response times are built around the urgency of the issue. Critical problems that prevent an employee from working are addressed immediately, while lower-priority requests are triaged and resolved within clearly defined service level windows. You always know where your ticket stands and when to expect resolution.
The best support experience is one where the problem is resolved before the user even notices it. Wallace and White deploys proactive monitoring across your managed Apple fleet to detect issues early and address them before they cause downtime or data loss.
Our monitoring covers the key health indicators that matter most for Apple devices. We track disk space utilization so that Macs with filling drives are flagged before users start losing the ability to save files or install updates. Battery health is monitored across your MacBook fleet, allowing us to identify devices with degraded batteries and schedule replacements before the battery fails entirely. We watch for macOS, iOS, and iPadOS update status across every device, ensuring that your fleet stays current with the latest security patches and operating system releases.
Performance monitoring gives us visibility into devices that may be struggling with insufficient RAM, aging processors, or runaway processes that consume system resources. When a Mac starts showing signs of degraded performance, we investigate and resolve the root cause -- whether that means clearing disk space, adjusting startup items, or recommending a hardware upgrade.
Automated alerts notify our team when any monitored metric crosses a defined threshold. Rather than waiting for a user to report that their Mac is running slowly or their iPhone storage is full, we proactively reach out to schedule remediation. This approach reduces support ticket volume, minimizes disruption to your employees, and extends the useful life of your Apple hardware.
Some issues cannot be resolved remotely. When a MacBook has a hardware failure, a conference room display stops responding, or a network-related problem requires physical troubleshooting, Wallace and White dispatches technicians to your location. Our on-site support coverage spans Cincinnati, Dayton, and the broader Southwest Ohio region, and we schedule visits promptly based on the severity of the issue.
On-site visits are handled by the same Apple-certified technicians who staff our help desk, so the person who arrives at your office already understands your environment, your device management configuration, and the history of the issue. There is no re-explaining the problem to a new person. Our technicians arrive prepared with the diagnostic tools, cables, adapters, and replacement components needed to resolve the issue on the first visit whenever possible.
For organizations with recurring on-site needs, we offer scheduled visit arrangements where a Wallace and White technician is on-site at your facility on a regular cadence -- weekly, biweekly, or monthly -- to handle walk-up support, perform maintenance tasks, and address any issues that have accumulated since the last visit.
Managing Apple hardware across its full lifecycle requires coordination with Apple, authorized service providers, and procurement channels. Wallace and White handles the entire process so your IT team does not have to navigate it alone.
When a device requires warranty service, we coordinate directly with Apple on your behalf. We handle the diagnostic documentation, initiate the repair request, arrange shipping or drop-off at an Apple Authorized Service Provider, and track the repair through completion. For organizations that carry AppleCare or AppleCare+ on their devices, we manage the coverage details, track expiration dates, and ensure that eligible repairs are processed under warranty rather than billed out of pocket.
Our hardware procurement services help you acquire the right Apple devices at the right time. We advise on model selection based on your users' workload requirements, configure build-to-order specifications when standard configurations are not sufficient, and coordinate ordering through Apple Business Manager so that new devices are automatically linked to your MDM server before they ship. Every device arrives ready for zero-touch enrollment.
As devices age, we manage the end-of-life process as well. We provide guidance on hardware refresh cycles based on warranty status, battery health, performance benchmarks, and your organization's budgeting timeline. Retired devices are securely wiped, removed from Apple Business Manager and your MDM, and processed through Apple's trade-in and recycling programs or donated in compliance with data security policies.
Apple releases major macOS, iOS, and iPadOS updates annually, with incremental security patches and feature updates throughout the year. Each update has the potential to introduce compatibility issues with your business applications, change user interface behavior, or require adjustments to your device management configuration. Wallace and White manages this complexity so your organization can stay current without disruption.
Our software support begins with troubleshooting. When an application crashes on macOS, a printer stops working after an update, or a VPN client behaves unexpectedly on a new version of iOS, our technicians diagnose and resolve the issue quickly. We maintain deep familiarity with the most common business applications on the Apple platform, including Microsoft 365 for Mac, Google Workspace, Adobe Creative Cloud, Slack, Zoom, and dozens of industry-specific tools.
Before any major operating system upgrade is deployed across your fleet, we perform compatibility testing in a controlled environment. We verify that your critical applications, MDM profiles, configuration settings, and network integrations function correctly on the new OS version. Any issues discovered during testing are documented, and we work with application vendors or adjust configurations to resolve them before the upgrade reaches your production devices.
Update management is handled centrally through your MDM platform. We configure update policies that define when updates are made available, how long users can defer installation, and when mandatory deadlines are enforced. This ensures that your fleet stays patched against security vulnerabilities while giving users reasonable flexibility to install updates at a convenient time.
Wallace and White is a Registered Apple Consultant, Mosyle Provider, and Jamf Partner serving businesses throughout Cincinnati, Dayton, and Southwest Ohio. Our managed Apple support services give your organization the confidence that every Mac, iPhone, and iPad in your fleet is monitored, maintained, and supported by a team that knows Apple technology at the deepest level.
Contact Wallace and White today to learn how our managed Apple support services can keep your Mac, iPhone, and iPad fleet running at peak performance while freeing your team to focus on their work.
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