Support options
AirWatch has significantly improved its support model over the recent years. The following table demonstrates the different support options available for your organization:
|
Feature |
Basic |
Enhanced |
Enterprise | |
|---|---|---|---|---|
|
myAirWatch (Web Support) |
Knowledgebase |
Full access |
Full access |
Full access |
|
Forums |
Full access |
Full access |
Full access | |
|
Documentation |
Full access |
Full access |
Full access | |
|
Reactive support |
Support channels |
Web and phone |
Web and phone |
Web and phone |
|
Support requests via web |
Unlimited |
Unlimited |
Unlimited | |
|
Support requests via phone |
10 calls/year |
Unlimited |
Unlimited | |
|
24 x 7 response times for severity 1 |
Yes (1 hr) |
Yes (30 min) |
Yes (30 min) | |
|
Weekend response times for severity 2 |
No (5 x 12) |
Yes (2 hr) |
Yes (2 hr) | |
|
Priority queue |
- |
Yes |
Yes | |
|
Dedicated support line |
- |
- |
Yes | |
|
Number of supported administrators |
3 |
5 |
7 | |
|
Root cause analysis for severity 1 |
- |
- |
Yes | |
|
Proactive support |
Technical account manager |
- |
- |
Yes |
|
Annual business reviews |
- |
- |
Yes | |
|
Health checks |
- |
1/year |
2/year | |
|
Road map reviews |
- |
- |
1/year |
Note
In the preceding table, severity 1 incidents requiring 24 x 7 coverage must be submitted via phone, and severity 1 incidents are not counted toward calls. This table was extracted from AirWatch's website at the time of writing this book. Review and validate any changes to their support by visiting http://www.air-watch.com/services/support.
Deciding on your support option entirely depends on the extent of your EMM deployment. If you have a small organization with a minimal deployment in the cloud, you might only need Basic Support model. If you have a large enterprise with an on-premise deployment, you will most likely need to go for the Enterprise Support model to ensure that you are receiving the most responsive support with all the proactive features included.
As stated in the preceding table, myAirWatch is available to all customers with a lot of valuable resources. From this portal, you are able to manage support requests, access training, view product documentation, collaborate via forums, view analytics, search, FAQs, view announcements, download software, access best practices within EMM and more. This portal will help empower you as an administrator with instant access to a lot of valuable information. As a customer, you can access the myAirWatch portal at https://my.air-watch.com.
