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 Options

AirWatch offers three levels of support: Basic, Production and Enterprise.

Basic Support

AirWatch Basic Support is designed for non-critical applications and platforms that require support during normal business hours in a single geography. Our Support Centers are strategically placed to provide you with fast and efficient access to the support team in your region. Each center is staffed with engineers that provide industry-leading expertise in mobility and have experience supporting real-world customer environments.
Download the Basic Support Datasheet (47kb)

Production Support

AirWatch Production Support is designed to ensure access to your AirWatch mobility products. AirWatch Production Support incorporates all the features of AirWatch Basic Support with the addition of faster response times for Severity 1 support requests, an increased number of support administrators and direct access to our senior support team. Support for Severity 2, 3 and 4 issues is limited to local business hours in one designated geography.
Download the Production Support Datasheet (48kb)

Enterprise Support

AirWatch Enterprise Support is offered as a supplement to AirWatch Production Support. It is intended to complement the value you receive from your AirWatch Technical Services Manager. AirWatch Enterprise Support is designed for customers who need access to senior-level, proactive support staff to keep their mobility environments up and running 24x7. Support for Severity 2, 3 and 4 issues is limited to local business hours in one designated geography. Coverage for additional geographies may be purchased as needed.
Download the Enterprise Support Datasheet (50kb)

Technical Services Managers

AirWatch Technical Services Managers (TSMs) are optional add-ons to both Production and Enterprise Support. They provide unrivaled AirWatch product knowledge and proven skills to help streamline your mobile initiatives and improve operations across your mobility suite. Backed by the resources of the entire AirWatch organization and armed with best practices, mobility TSMs work with you to minimize operational risks and realize business value from your mobile strategy.
Download the TSM Datasheet (154kb)

  Feature Basic Production Enterprise
  Knowledgebase Full Access Full Access Full Access
Tools 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 Unlimited Unlimited Unlimited
  24x7 Response Time for Severity 1* Yes (1 hr) Yes (30 min) Yes (30 min)
Reactive Support Weekend Response Time for Severity 2 No (5x12) No (5x12) Yes (2 hr)
  Priority Queue - Yes Yes
  Dedicated Support Line - - Yes
  Senior Support Team - Yes Yes
  Number of Technical Support Contacts 4 6 Unlimited
  Root Cause Analysis for Severity 1 & 2 - - Yes
  Technical Services Manager (TSM) - Optional Add On Optional Add On
Proactive Support Annual Business Review - Provided with TSM Provided with TSM
  Roadmap Reviews - Provided with TSM Provided with TSM

*Severity 1 incidents requiring 24x7 coverage must be submitted via phone.

For more information, refer to our Maintenance and Support Specifications (63kb).

How to Buy

Contact your account executive or the Account Services Team by submitting a ticket in myAirWatch.

Looking for Other Services?

Global Training
AirWatch offers a comprehensive and easily accessible catalog of training resources that provides varying levels of product knowledge and technical expertise.

Global Professional Services
Our strong track record of global implementations empowers the AirWatch Professional Services team with the knowledge, expertise and hands-on customer experience to ensure the success of your mobile deployment.