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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

SERVICE TYPES

We empower your digital transformation through services designed to deliver
business value-as-a-service across the technology landscape

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

Server Management Services

The difference between Managed Server vs Managed Support

As in the airline industry you can join a frequent flyer program and then based on volume you get assigned to tiers i.e. bronze, silver, gold etc., similarly we have different support levels based on your monthly spend with us at your account level i.e. MRR - Monthly Recurring Revenue. Optionally you can buy-in to the desired support level without the MRR as well. Note that the support level entitles ALL services to be managed by us based on the particular tier without having to buy one off server management services. (Any software licence excluded) View Support Levels. Also, you might not be a frequent program member but can decide to buy economy, business or first class ticket for one particular journey, exactly the same way if you are a one off customer buying a one-off server from us, we let you choose your level of server management

fullyManaged
  • Custom server configuration(e.g Web servers, Database Servers, Mail servers, control panel [cPanel, Plesk])
  • Managed security - Setup, ongoing management & reporting (e.g Firewall, Security Groups, 2FA**, Antivirus**)
  • Data protection - Setup, ongoing management & reporting (e.g VM Snaphosts**, Cloud Data Backup**, HA**)
  • 24/7/365 Multichannel Priority Support Level ($15 value)
  • 24/7/365 direct access to system admins (L2 & L3)
  • Monthly reporting of server health & managed activities performed
** to be purchased separately
Cost : $100 per month (AED 368), Sign In
autoManaged
  • Auto update of common applications patches (like Web Server , database servers)
  • Auto update of common applications (like Web Server , database servers)
  • Proactive monitoring & notification alerts for server and services.
  • Access to KB, Control Panel to manage your infrastructure with Standard Support Level
  • No monthly reporting
Cost : $10 per month (AED 37), Sign In
Centos
  • Full flexibility through unrestricted root access via SSH console only
  • No pre-installed software, updates & patches, backups, monitoring etc.
  • Access to KB, Control Panel to manage your infrastructure with Standard Support Level
SUPPORT LEVELS

You are assigned a support level based on your monthly spend with us at your account level i.e. MRR - Monthly Recurring Revenue. Optionally you can buy-in to the desired support level without the MRR as well. Note that the support level entitles ALL services to be managed based on the particular tier without having to buy one off server management services

Service

Standard
Support

Business
Support

Premier
Support

Managed Infrastructure
Fully Managed Network Infrastructure and hardware in Middle East Data Centers
Service Delivery
New customer on-boarding & verify delivery of all new orders as per sale commitment
Service Management
24/7/365 access to unified control panel, self help area & tracking of requests via online ticketing system
Pre-Sales Consulting
Need help buying, custom solutions, professional or managed cloud advisory service
24/7/365 Monitoring
Core infrastructure monitoring & alerting
Data Migration
Up to 1 business day and/or 10 GB with 30 days time limit
Help Desk
First level of customer & billing support across channels
8 am - 8 pm UAE Time
(GMT + 4) Friday Holiday
24/7/365
on priority line
24/7/365
on priority line
Response
Live chat, phone, email & ticket response time
180 Minutes
Initial Response Guarantee
30 Minutes
Initial Response Guarantee
15 Minutes
Initial Response Guarantee
Technical Experts
Access to server admin experts
- 8 am - 8 pm UAE Time
(GMT + 4) Friday Holiday
24/7/365
on priority line
Server Control Panel Support
Full control panel support, updates & patches
-
Enhanced Security **
Expert advice and implementation of Virus, spam & malware protection and alerts
-
Solution Architects
Work with our presales solution architects to craft a customized solution
-
Customer Success Manager
Access Customer success managers to help you manage your account.
- Shared Dedicated
Application Stack Support
Full support & updates for pre-configured application stacks
- -
Configuration Assistance
Experienced team that will assist with configuration changes
- -
Infrastructure Support
Advanced assistance and custom monitoring for resources, network , services etc.
- -
MRR FOR FREE TIER - $300+ $2500+
- CONTACT US CONTACT US
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