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Service

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

6 teams. one goal

Our service unit 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
Care

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

COMPARE SUPPORT PLANS

Explore the range of support plans designed with perfect blend of tools and expertise
Choose the right plan that suitable for your cloud journey

Compare
support plans

Basic

Standard

Professional

Premier

Enterprise

Customer Service:
Billing Support
Subscription Support (L1)
24/7 Online Knowledge Base
24/7/365 24/7/365 24/7/365 24/7/365 24/7/365
Technical Support
Access to Server Admins
Installation assistance
Configuration Guidance
Trouble Shooting
- Sunday - Thursday 9am - 6pm 24/7/365 24/7/365 24/7/365
Mode of Communication 15 Ticktets /Month 30 Tickets /Month Unlimited Tickets/Chats Unlimited Tickets/Chats/Calls Unlimited Tickets/Chats/Calls
Case Severity
Response Time

Minimal business impact (Serverity -Low):
<8 Business Hours

Moderate business impact (Severity -Medium):
<8 Business Hours

Critical business impact (Severity -High):
<8 Business Hours

Minimal business impact (Severity -Low):
<8 business hours

Moderate business impact (Severity -Medium):
<4 hours

Critical business impact (Severity -High):
<2 hours

Minimal business impact (Severity -Low):
<8 business hours

Moderate business impact (Severity -Medium):
<4 hours

Critical business impact (Severity -High):
<1 hour

Minimal business impact (Severity -Low):
<4 business hours

Moderate business impact (Severity -Medium):
<2 hours

Critical business impact (Severity -High):
<1 hour

Minimal business impact (Severity -Low):
<2 business hours

Moderate business impact (Severity -Medium):
<1 hour

Critical business impact (Severity -High):
<15 Mins

Server Management Self-Managed Basic Managed

2 external monitoring checks

Patch management

Semi Managed

OS security hardening

5 external monitoring checks

Patch management

Fully Managed

OS security hardening

Cutom monitoring checks

Health checks and alerts

Patch management

Backup Monitoring

Custom Managed
Architecture Support - - General Guidance General Guidance Customer specific architecture support Design Review & Fine Tuning Implementation Assistance Consultative Review & Guidance
Account Management
Sales Account Manager (SAM)
Technical Account Manager (TAM)
- - - SAM SAM
TAM
Monthly Report - - -
Pricing Included AED 50/mo AED 150/mo AED 500/mo Let's Discuss
CONTACT US CONTACT US CONTACT US CONTACT US
Professional Services

One off remote services we provide our customers are referred to as professional services in the buzinessware service ecosystem. Three pricing models are described below

- Pricing for all remote data related work i.e. data migration, updating etc. is $30 per hour
- Pricing for all remote endpoint related work i.e. outlook configuration is $25 per user
- Pricing for all remote software related work i.e. SSL installation is $25 per domain

It follows the ESTIMATE > APPROVAL > PAYMENT > WORK ORDER workflow. 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

Managed Cloud Services

Consulting, provisioning, billing & support services for global third party cloud computing platforms like Azure, AWS etc. are referred to as managed cloud services in the buzinessware service ecosystem

All third-party cloud subscriptions purchased through buzinessware include a $135/mo or 20% (whichever is higher) as our managed support fees and are billed on a monthly based on the amount of each resource/SKU provisioned during the billing period

If interested, please contact your Account Manager or email us as managed-services@bw.ae & a managed cloud service specialist will get in touch to discuss next steps usually within the same business day

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