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.
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.
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.
Register for an AirWatch ID and myAirWatch access
AirWatch offers customers three levels of support services: Basic, Enhanced and Enterprise.
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.
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.
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|
|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.
Contact your account executive or the Account Services Team by submitting a ticket in myAirWatch.
AirWatch offers a comprehensive and easily accessible catalog of training resources that provides varying levels of product knowledge and technical expertise.
Global Professional Services
AirWatch’s strong track record of global implementations empowers our mobility experts with the knowledge and hands-on customer experience to ensure a successful mobile deployment.