DATA S H E E T

VMware AirWatch Production Support

KEY BENEFITS

Global, 24x7 support for Severity 1 issues.

F E AT U R E

Hours of Operation

A I R WATC H B A S I C S U P P O R T

24 hours/day

Fast response times for critical issues.

7 days/week

Unlimited number of support requests.

365 days/year

Remote support.
Online access to documentation,
knowledgebase articles, software updates,
and other technical resources.

Overview

Length of Service

1 or 3 years

Software Updates

Yes

Products Supported

All AirWatch Products

Method of Access

Telephone, Web

Response Method

Telephone, Web

Remote Support

Yes

AirWatch Production Support is designed to ensure access to

your AirWatch mobility products. Our support centers are
strategically placed to provide you with fast and e!cient access
to the support team in your region. Each center is sta"ed with
engineers that can provide industry-leading expertise in mobility
and have experience supporting real-world customer
environments. AirWatch by VMware is committed to delivering
enterprise-class, worldwide support with a focus on a single
objective: your success.

Access to AirWatch Forums

and Knowledgebase

Yes

Maximum Number of
Technical Contacts per
Contract

Additional Information

Number of Support
Requests

Unlimited

For purchase information, contact your account executive or

AirWatch Support. Additional information about AirWatch by
VMwares support policies and o"erings is available in the
AirWatch Maintenance and Support Specifications document.

Target Response Times

Severity 1

30 minutes or less; 24x7

Severity 2

4 business hours; 12x5

Severity 3

8 business hours; 12x5

Severity 4

12 business hours; 12x5

Root Cause Analysis

Provided, upon request, for

Severity 1 support requests

Business Hours

Monday Friday
8AM - 8PM (Local Time Zone)

VMware, Inc. 3401 Hillview Avenue Palo Alto CA 94304 USA Tel 877-486-9273 Fax 650-427-5001 www.vmware.com
Copyright 2015 VMware, Inc. All rights reserved. This product is protected by U.S. and international copyright and intellectual property laws. VMware products are covered by one or more patents listed
at http://www.vmware.com/go/patents. VMware is a registered trademark or trademark of VMware, Inc. in the United States and/or other jurisdictions. All other marks and names mentioned herein may be
trademarks of their respective companies. Item No: VMW9009-DS-AIRWATCH-PROD-SUPRT-USLET-103
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