Support Plans

Our customer-first philosophy combined with ITIL service management
framework helps drive your success from day one

6 teams. one goal = Customer Care

Our support comprises of 6 distinct teams, each delivering a specific business value & working
towards a common goal of delivering customer experience excellence

Service

Service
Delivery

Supports delivery of sale commitments

Customer

Customer
Support

Centralized first level of support across channels

Technical

Technical
Support

Experts to diagnose & resolve technical issues

Billing

Billing
Support

Dedicated professionals for all billing queries

Core

Core
Infrastructure

Maximize uptime, performance & security

Manager

Account
Management

Dedicated customer success professionals

Support & Services

One off remote services we provide our customers are referred to as professional services in the buzinessware service ecosystem

Install
Install
Install

The services can be requested at time of checkout; via account managers; via control panel or simply by sending an email to professional-services@bw.ae

ACCOUNT LEVEL SUPPORT PLANS & PRICING

Explore the range of support plans designed with perfect blend of tools and expertise for your business needs

Components

Basic

Standard

Professional

Premier

Enterprise

24/7/365 Customer Care
Level 1 Customer Support
Self Help Control Panel
Online Knowledge Base
Billing Support
Support Channels 15 Ticktets/mo

30 Tickets/mo

15 Chat sessions

Unlimited Tickets

Unlimited Chats

Unlimited Tickets

Unlimited Chats

Unlimited Calls

On-demand
Slack Channel

Unlimited Tickets

Unlimited Chats

Unlimited Calls

Dedicated
Slack Channel
Technical Assessment
Consultation with Pre-sales and Delivery teams
Included Included Included Included Included
Deployment Architecture Guidance
Customer specific technical architecture review and assistance
- - - Included Included
Installation & Configuration Assistance
Install softwares, /SSL certificates. Configure Web Server, Applications, Databases, Firewalls
Add-OnPaid Service Add-OnPaid Service Included
Upto 2 hrs/mo
Included
Upto 4 hrs/mo
Included
Data Migration Assistance
Data from On-Premise, Third party Cloud / Hosting provider
Add-OnPaid Service Included
Upto 1 hr
Included
Upto 2 hrs
Included
Upto 4 hrs
Included
Upto 8 hrs
Technical Support
Access to Server Admins (L2 & L3)
Add-OnPaid Service 5 days * 8 hrs
Sunday - Thursday
9am - 5pm GST (GMT + 4.00)
6 days * 12 hrs
Saturday - Thursday
9am - 9pm GST (GMT + 4.00)
24/7/365 24/7/365
Case Severity / Response Time

Minimal business impact (Severity -Low)
<24 hrs

Moderate business impact (Severity -Medium)
<12 hrs

Critical business impact (Severity -High)
<8 hrs

Minimal business impact (Severity -Low)
<12 hrs

Moderate business impact (Severity -Medium)
<6 hrs

Critical business impact (Severity -High)
<4 hrs

Minimal business impact (Severity -Low)
<6 hrs

Moderate business impact (Severity -Medium)
<4 hrs

Critical business impact (Severity -High)
<2 hrs

Minimal business impact (Severity -Low)
<4 hrs

Moderate business impact (Severity -Medium)
<2 hrs

Critical business impact (Severity -High)
<30 Mins

Minimal business impact (Severity -Low)
<2 hrs

Moderate business impact (Severity -Medium)
<1 hr

Critical business impact (Severity -High)
<15 Mins
Server Level Management Self-Managed Basic Managed

Uptime Monitoring

1 Service Monitoring

Patch management (OS Level)
Semi Managed

Uptime Monitoring

3 services monitoring

Patch management (OS, Server side Application)

OS hardening
Fully Managed

Uptime Monitoring

5 services monitoring

Patch management (OS, Server side applications)

OS hardening

IP Reputation Monitoring

System Health Checks & Alerts
Fully Managed Plus

Uptime Monitoring

Custom Service Monitoring

Patch management

OS hardening

IP Reputation Monitoring

System Health Checks & Alerts

Control Panel Hardening

Application Performance Monitoring
Backup Management
Backup as a service bought seperately
View Backup Plan
Add-OnPaid Service Included
Initial configuration & Onetime verification
Included
Initial configuration & Onetime verification
Included
Initial configuration, Ongoing verification, Monitoring & Alerts
Included
Initial configuration, Ongoing verification, Monitoring & Alerts
Account Management
Sales Acct Manager (SAM)
Tech Acct Manager (TAM)
- - - SAM SAM
TAM
Reporting & Assessment - - - Quarterly Monthly
Contact us Contact us Contact us Contact us
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