AirWatch Support Services

AirWatch Support Services offers technical assistance and self-help options through our extensive resources to IT administrators. Our Support Services Team (SST) members are AirWatch certified to help support our customers and partners. With seven support centers around the world, service requests are addressed by regional AirWatch support centers during their local business hours.

24x7x365 Global Support

Based upon support offerings and severities, support requests submitted outside local business hours, including weekends and regional public holidays, are covered by other regional support centers. Our support centers offer support in seventeen languages (available during local business hours) and every support center offers support in English.

“AirWatch was the best fit for our needs, due to ease of management, customer support and cost.”
Dan Lynn, Director of IT, Mohegan Sun at Pocono Downs

myAirWatch Portal

myAirWatch is an online community for AirWatch employees, customers and partners, featuring resources, training, analytics and our support portal. Organizations can view submitted support requests, solutions and feedback from the AirWatch Support Services Team. In addition to support requests, you can leverage the AirWatch knowledge base to self-resolve common issues and find information about the latest AirWatch enhancements through announcements, community forums and FAQs. AirWatch Resources provides software downloads, whitepapers, product guides, analyst reports and more that can be bookmarked for quick reference.

New to AirWatch?

Register for an AirWatch ID and myAirWatch access

AirWatch Support Services Options

AirWatch offers customers three levels of support services: Basic, Enhanced and Enterprise.

Basic Support

AirWatch Basic Support is offered to AirWatch customers who are current on their respective maintenance or hosting fees. With seven support centers across the globe and support in seventeen languages, our customers receive worldwide support.

Enhanced Support

AirWatch Enhanced Support is designed for AirWatch customers who have complex environments or advanced support needs. AirWatch Enhanced Support incorporates all the features of AirWatch Basic Support with the addition of extended support hours, expedited requests and unlimited support requests by web and phone.

Enterprise Support

AirWatch Enterprise Support is designed for enterprises with complex environments, high-user populations and a combination of AirWatch solutions. Customers receive worldwide support with unlimited incidents by web and phone, expedited level-two technical expertise and a dedicated AirWatch Technical Account Manager (TAM). Exclusive to Enterprise Support customers, our TAMs are designated, highly trained single point of contacts with extensive experience in delivering AirWatch solutions, and are equipped to troubleshoot and resolve complex issues quickly. The goal of a TAM is to minimize downtime exposure through proactive advice and by managing support service requests through a designated contact that is familiar with your AirWatch environment.

    Basic Support Enhanced Support Enterprise Support
  Knowledgebase Full Access Full Access Full Access
myAirWatch Forums Full Access Full Access Full Access
  Documentation Full Access Full Access Full Access
  Support Channels Web & Phone Web & Phone Web & Phone
  Support Requests via Web Unlimited Unlimited Unlimited
  Support Requests via Phone 10 calls per year Unlimited Unlimited
  24x7 Response Time for Severity 1* 1 hour** 30 minutes 30 minutes
Reactive Support Weekend Response Time for Severity 2 - 2 hours 2 hours
  Priority Queue - Yes Yes
  Dedicated Support Line - - Yes
  Number of Support Administrators 3 5 7
  Root Cause Analysis for Severity 1 - - Yes
  Technical Account Manager - - Yes
Proactive Support Annual Business Review - - Yes
Health Check - 1 per year 2 per year
Roadmap Reviews - - 1 per year

* Severity 1 incidents requiring 24x7 coverage must be submitted via phone
** Severity 1 incidents are not counted toward calls

For more information, refer to our Support Maintenance Specifications.

How to Buy

Contact your account executive or the Account Services Team at support@air-watch.com.

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