AirWatch Service Definition
A Technical Overview of the AirWatch Solution
© 2012 AirWatch, LLC. All Rights Reserved.
This document, as well as the software described in it, is furnished under license. The information in this manual may only be used in accordance
with the terms of the license. This document should not be reproduced, stored or transmitted in any form, except as permitted by the license or by
the express permission of AirWatch, LLC.
Other product and company names referenced in this document are trademarks and/or registered trademarks of their respective companies.
AirWatch Service Definition | v.2016.03 | March 2016
Copyright © 2012 AirWatch, LLC. All rights reserved. Proprietary & Confidential.
Table of Contents
Table of Contents ........................................................................................................................1
AirWatch Background .................................................................................................................2
AirWatch Advantages .............................................................................................................................................. 2
Technical Overview .....................................................................................................................3
Device Support ........................................................................................................................................................ 3
Mobile Device Management Phases....................................................................................................................... 3
Mobile Application Management Phases ............................................................................................................... 6
Mobile Content Management ................................................................................................................................ 8
Solution Architecture ................................................................................................................10
AirWatch in the Cloud ........................................................................................................................................... 11
AirWatch On-premise............................................................................................................................................ 11
AirWatch as an Appliance ..................................................................................................................................... 12
Implementation Services ..........................................................................................................13
AirWatch Implementation Methodology (AIM) .................................................................................................... 13
Mobility Best Practices and Services..................................................................................................................... 14
Data Management ................................................................................................................................................ 14
Installation Requirements ..................................................................................................................................... 14
Training .....................................................................................................................................15
AirWatch Academy ................................................................................................................................................ 15
Support .....................................................................................................................................16
Pricing .......................................................................................................................................17
Mobile Device Management ................................................................................................................................. 17
Mobile Content Management Solution Pricing .................................................................................................... 19
Provisioning Period ............................................................................................................................................... 20
Pricing Terms and Conditions ....................................................................................................21
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 1
AirWatch Background
AirWatch was founded in 2003 and is the leading provider of mobile security and management software. The executive
team previously founded Manhattan Associates (NASDAQ: MANH). Having worked with deploying mobile solutions for
more than 20 years, the executive team learned the challenges of mobility and that such deployments can be like ‘death
by a thousand cuts’, as each device must be configured, provisioned, secured, and each end user supported. AirWatch
simplifies this process across all platforms with a single console.
AirWatch employs over 650 people with more than 300 in development – the largest in the MDM space. As a result,
AirWatch has the broadest and most robust functionality for security. Some of the extended features we provide include
a Secure Content Locker that restricts sensitive data and email attachments from copy, paste, and forward; a Secure
Mobile Browser that can restrict access with white/black lists; fully integrated application store; an Application Security
SDK for integrating enhanced security features into custom built applications; a Secure Email Gateway to require trust of
devices before permitting them to access ActiveSync or other email systems; and a Self-Service Portal to reduce the
needs of IT to administer user requests.
AirWatch has more than 3,000 customers in the retail, financial services, healthcare, government, distribution,
education, hospitality, manufacturing, telecommunications and transportation industries. International customer
growth has continued to expand with the addition of offices in Australia, India and the United Kingdom during 2011.
AirWatch is the only MDM provider that Forrester has rated as ‘best in class’ in both SaaS and on-premise
deployments. Gartner positioned AW in the Leaders quadrant of the 2012 Magic Quadrant for Mobile Device
Management Software. Additionally, the company was listed as the Champion in Info-Tech Research Group’s Mobile
Device Management Vendor Landscape.
For further information, please visit the AirWatch website at www.air-watch.com
AirWatch Advantages
Strong track record with deployments exceeding 65,000 devices, growing to 100,000+
Highly scalable architecture that can be deployed on-premise, as an appliance or SaaS and meets strict
requirements for high availability and redundancy
Software built on industry standard .NET, MS SQL and HTML 5 development platforms
Feature-rich solution that incorporates an enterprise app catalog, robust compliance module, secure content
delivery and Secure Email Gateway for managing access to email infrastructure
Integration to enterprise infrastructure such as LDAP / AD, certificate authorities, VPN, Exchange, Office365,
Gmail, help desk systems, etc.
Advanced reporting, alerting and workflow with a complete DataMart for easy export of data out to third party
business intelligence solutions
SDK framework that incorporates additional device management capabilities into internal applications for
advanced security, authentication and data loss protection
Easy transition from 30-day trials and proof of concepts (POCs) to production environments
Competitive pricing with flexible commercial terms for £2.55/month SaaS model and £32 perpetual licenses
Professional services and implementation packages available to fit enterprise deployment needs
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 2
Technical Overview
Device Support
AirWatch supports the following Mobile OS / Platforms:
o
Apple iOS: 4+ and 5+ (iPhone, iPad, iPod touch)
o
Android: 2.2+, 3.0+, and 4.0+
o
Blackberry: 5+
o
Symbian: S60 3rd Edition, OS 9.3 FP2 & 5th Edition, OS 9.4, Symbian ^3 Anna, OS 9.5, Nokia Belle, OS 10.1
o
Windows Mobile: 5.x, 6, and 6.1 (Professional/Standard)
o
Windows CE 4 and 5
o
Windows Phone 7+
o
Apple Mac OS X 10.7 (Lion) and higher
Mobile Device Management Phases
Enroll
Device Ownership: Enroll employee, corporate or
shared devices in your enterprise environment
Device Staging: Allow IT administrator to stage
devices on behalf of other users to simplify enrollment
Device Registration: Enable IT to register existing
devices in bulk or end users to self-register their
device
User Authentication: Authenticate users via basic or
directory-based authentication (Authentication can be
done via AD/LDAP, SAML or tokens)
EULA: Create custom End User License Agreements
(EULAs) and require acceptance during enrollment
Restrictions: Set up enrollment restrictions to block
users or devices based on platform, version, etc.
Secure
Passcode: Require a device passcode with
configurable complexity, length, lock and wipe rules
Encryption: Enforce full device and storage card
encryption according to industry standards
Restrictions: Lock down an end user’s ability to use
specific device features, apps and web browsing
Compliance: Set up rules for non-compliant activities
and compromised devices with automated responses
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 3
Configure
Profiles: Configure device settings and user
credentials for accessing enterprise
resources
Certificates: Integrate with certificates for
secure distribution and management of
profiles
Accounts: Provision access to corporate
Email, Calendar, Contacts, Wi-Fi and VPN
networks
Applications: Distribute and manage
internal/public/purchased apps via the App
Catalog
Content: Distribute corporate documents
and secure mobile access using Content
Locker
Monitor
Privacy: Configure what data is collected and who can view
it for different device groups
Dashboard: Track and view real-time device information
via interactive dashboards and portlets
Alerts: Create event alerts with automated routing policies
to notify IT administrators or end users
Rules Engine: Set up rules that define non-compliant
events/activities and automated responses
Reporting: Export data directly from the dashboard or
generate reports with automated distribution
Data Mart: Import device data to enterprise BI tools to
gain insightful metrics about your deployment
Manage
Queries: Determine the frequency intervals at
which the console captures device information
Updates: Update configuration profiles ondemand and re-provision devices automatically
Commands: Send commands on-demand to
devices to request info, lock or wipe a device
Retirement: Un-enroll devices from your
environment, remove corporate data and wipe
device
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 4
Support
Messaging: Send a customized message to end users
with troubleshooting instructions
Remote Diagnostics: Perform remote diagnostics to
identify device issues in real-time
Remote View: View an end user’s device screen and
take screen captures
Remote Control: Take remote control of an end user’s
device for troubleshooting
Self-service: Enable end users to clear their passcode,
locate their device and more
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 5
Mobile Application Management Phases
Application Distribution
Distribute managed (enterprise) apps
wirelessly without user interaction
Integrate directly with public app stores, like
Apple, to provide public apps
Integrate with Apple’s Volume Purchase
Program to purchase business apps
Secure distribution of apps based on groups
with unique requirements and access
Provide an enterprise app catalog where
users can view, install and update apps
Application Security
Authenticate users before allowing them to view
and download enterprise apps
Secure access to the enterprise app catalog based
on user role or device function
Restrict native apps on a device and
whitelist/blacklist publicly available apps
Monitor and enforce device compliance with
corporate application policies
Application Tracking
Set privacy policies for the app data that is
collected based on device ownership
Track and view installed/approved/rogue
applications at the device/user level
Receive instant alerts when an end user has
installed an unapproved app
Generate application inventory, version
history, and compliance reports
Application Management
Configure corporate policies for public apps using whitelists
and blacklists
Install, update and remove managed apps from a device
remotely
Disable access to corporate apps if an end user leaves or
loses their device
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 6
Integration with Apple’s Volume Purchase Program
Track VPP orders, including order date
number, status and more
Monitor licenses purchased, redeemed
and remaining for each order
Associate orders to a purchase order
number, department or cost center
Upload, store and distribute redemption
codes to authorized users
Confirm the redemption of codes and
successful installation of apps
Associate redemption codes/licenses to
users and devices in the system
Software Development Kit (SDK) for Enterprise Apps
User authentication with Directory Services and
Certificates integration
Over-the-air app distribution and updates without
user interaction
Device & app information and usage monitoring
Compromised device detection with automatic wipe
capabilities
Passcode enforcement with ability to lock access
after failed attempts
Encryption for data in transit and data stored within
an enterprise app
Remote wipe of app data based on non-compliance
or on-demand
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 7
Mobile Content Management
Enterprise-grade Security
Authentication: Authenticate users via
basic or directory services-based
authentication
Encryption: Transmit documents over
industry standard 256-bit SSL encrypted
connections
Compliance: Require devices to be
compliant with corporate policies or
enrolled in MDM
Access: Disable access or perform a
device wipe if the device is compromised
or non-compliant
Sharing: Control user’s ability to edit,
share or open files in unauthorized applications
Cloud Content Management
Store documents in a cloud-based content
management console
Upload documents individually or bulk import
Support multiple document types: Office, iWork,
PDF, JPG, etc.
Organize content using custom document
categories and metadata
Capture information on author, description,
notes, keywords, etc.
Track document versions and update history
View which users have downloaded a file and
when it was last viewed
Secure Document Distribution
Publish files and updates to a single
device or a group of devices
Enable documents to be downloaded
automatically or on-demand
Define effective and expiration dates
for each document
Define settings for document transfers
over cellular or Wi-Fi networks
Set the priority level in which a file will
download in the document queue
Enable users to view documents
offline or only while online
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 8
Easy Mobile Access
View organized content through custom categories
Browse via smart views: All, New, Recent, Favorites
Search content based on specific keywords
Store approved content for offline viewing
Receive automatic updates and notifications
Update all documents with a single click
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 9
Solution Architecture
Industry-standard Technology
AirWatch uses industry standard Microsoft technology. The AirWatch solution consists of an ASP.NET standard HTML5
web application and uses a Microsoft SQL database backend. This makes the AirWatch application easy to deploy,
manage, and monitor alongside your existing enterprise applications (e.g. Exchange).
Device, Console and Database Components
The AirWatch solution consists of three main components. Device Services are key to the successful operation of the
AirWatch system and are used to communicate with your mobile devices. The Admin Console provides a web
application for administration and end user self-service. The Database works persistently to store application data and
device information.
Scalability
The AirWatch solution is designed to easily scale from 10 to 100,000 devices. The frontend components of the
application can be separated from the database server and deployed behind a network load balancer in an active-active
configuration, which easily scales to support additional device capacity.
Multi-tenancy
The AirWatch software application is multi-tenant and allows you to delegate role-based access control to both user
groups and specific device groups. This allows your organization to absorb fragmentation within your corporate
infrastructure (e.g. disconnect AD servers, forests, domains) into a single instance of AirWatch software.
Configurability
The AirWatch software is architected around componentization of core functions. This allows you to deploy the
software specific to your environment and architecture requirements. You get the option to choose if your end user
ports are exposed to the internet or on a separate server. If you want to scale a single component in the DMZ, AirWatch
can be configured to scale only the components you need.
Physical or Virtual
If your company is deploying AirWatch on premise on your own hardware, our solution is designed to install on both
physical and virtual servers and can be loaded on VMware or Hyper-V instances.
High Availability
AirWatch can be deployed in a highly available environment with all components made to instantly fail over without
downtime. AirWatch supports utilizing network load balancers, VM HA technologies, and server clustering to provide a
full highly available solution from the application servers to the SQL database.
Disaster Recovery
The AirWatch architecture fully supports Disaster Recovery configurations and the software can be setup in a remote
data center and enabled in the event of a data center failure. Since AirWatch synchronizes your data to the remote data
center, no information is lost during the failure and your mobile devices continue to function.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 10
AirWatch in the Cloud
AirWatch is available in both a shared hosted and dedicated hosted environment and is easily
accessible over the Internet. In one single instance of the software, AirWatch is able to
deliver a secure and scalable solution comparable to an on-premise deployment. As an
AirWatch Software as a Service (SaaS) customer, you will pay a monthly subscription fee for
each device under management, which includes maintenance and system upgrades.
AirWatch’s Cloud Offering
Advantages of a Cloud Deployment
Multiple redundant data centers
Scales to support 1 to 100,000+ devices
Best of class hardware, including Cisco, F5, EMC
and Dell
Quick to deploy and requires minimal effort
24/7/365 Atlanta-based Network Operations
Center (NOC)
No significant investment in technology or
installation services
High availability (HA)
Maintenance and upgrades are handled by
AirWatch
Standard SLA provides solution uptime greater
than 99.9%
Option to transfer to on-premise deployment at
any time
AirWatch On-premise
AirWatch can be deployed, managed and maintained fully on-premise. Whether you are using
dedicated hardware or virtualized environments, AirWatch delivers flexibility, scalability and
control. On-premise customers purchase a perpetual software license per device and benefit
from full control over the management and maintenance of the system. Yearly maintenance
and system upgrade fees apply.
AirWatch’s On-premise Offering
Advantages of an On-premise Deployment
Hardware agnostic solution
Scales to support 1 to 100,000+ devices
Designed to run on virtual environments
Tight integration with enterprise services
Integrates with multiple enterprise services
(Email environments, Directory Services,
Certificates)
Complete control over hardware and software
No transmission and storage of data off site
.NET, SQL architecture
Implementation services and support
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 11
AirWatch as an Appliance
AirWatch is available as a software appliance for enterprises to plug into their IT
infrastructure. The AirWatch appliance is easy to install and maintain while enabling the
control of an on-premise deployment. Appliance customers purchase a turnkey solution,
which includes hardware components and software licenses for the number of devices that
need to be supported. Cost of appliance does not include yearly maintenance and system
upgrades.
AirWatch’s Appliance Offering
Advantages of an Appliance Deployment
Tiered solutions to optimize appliance size
Scales to support 1 to 5,000 devices
Industry standard hardware
Quick to deploy and requires minimal effort
Redundant hardware components
AirWatch perpetual licenses
Minimal investment in technology or
installation services
Small form factor in data center
Option to transfer to dedicated or internal
hardware at any time
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 12
Implementation Services
AirWatch offers the technical knowledge, industry experience and resources to ensure a successful implementation across any
organization. Our solution can be setup quickly in a SaaS environment and is also easy to install on-premise. Implementing
AirWatch is a streamlined process due to the solution’s inherent design, the company’s highly defined implementation
methodology, and our AirWatch Agent team who are prepared to guide our customers and partners through the
implementation process.
AirWatch Implementation Methodology (AIM)
Regardless of a project’s size or scope, AirWatch’s implementation teams use the AirWatch Implementation
Methodology (AIM), the company’s proprietary implementation methodology, to initiate and manage the installation of
the AirWatch solution. AIM guides both the technical and functional aspects of every installation.
AIM breaks down the implementation process into three distinct stages: Blueprint, Prepare and Deploy. The phases are
flexible and are often executed concurrently while maintaining clear milestones, deliverables and communication each
step of the way. Throughout the implementation process, work-book style documentation is provided to the customer
to configure mobility governing rules for, among other things, authentication, security, application management,
content management and device life cycle policies based upon user roles and groups.
1. Blueprint
Define and confirm that the solution approach complies with defined governance policies
Document configurations, policies and groupings
Provide technical documentation to facilitate ongoing maintenance and support
2. Prepare
Install and test user acceptance and production environments
Configure all internal and external systems to enable governance policies
Train the end user and administrator communities
3. Deploy
Support the system deployment activities
Transition to customer’s help desk team
Monitor and manage mobile assets across the user community
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 13
Mobility Best Practices and Services
AirWatch offers a full array of professional services to support enterprises with requirements
that go beyond implementation services. AirWatch technical experts are prepared to help you
assess technology needs, provide on-site training, mobility best practices, integration services
and technical solutions to improve business processes and reduce operational costs. Enterprises
using our services benefit from the company’s deep domain expertise and experience in
building, implementing and scaling enterprise software solutions.
Data Management
Data destruction will be documented through the decommissioning process which includes DOD wipe
In the event of service termination, AirWatch will discuss management and return of customer data
Professional Services may be required
Installation Requirements
The customer is responsible for meeting minimum hardware, system and installation requirements. AirWatch will provide a
written copy of these requirements upon request.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 14
Training
AirWatch offers a comprehensive and easily accessible catalog of training resources that provides varying levels of product
knowledge and technical expertise, depending on the administrator role. Whether you prefer on-demand access to product
documentation, instructional videos, online forums or instructor led training courses, AirWatch provides the resources you
need to optimize your mobile strategy.
Product Documents
AirWatch offers core and advanced product documents, “how-to” guides, getting started
checklists, and technical whitepapers that cover key topics and address common challenges.
Instructional Videos
The AirWatch video library consists ofs uccinct instructional videos organized by training
curriculum, topic, and experience level to help you manage your own training schedule.
Training Webinars
AirWatch offers live and interactive webinars on a weekly basis on topics including standard
training, as well as mobility hot topics and the latest AirWatch product features.
ASK Knowledgebase
The ASK Knowledgebase allows you to learn valuable tips and tricks written by AirWatch experts
and interact with the customer community in the online forums.
AirWatch Academy
The AirWatch Academy is designed to make you an expert in deploying and administering AirWatch in a way that best
supports your business. The Academy offers instructor-led training conducted by an AirWatch expert, and self-taught
course options that are equally comprehensive but allow the student to learn on-demand at their own pace. Every
course is customizable and consists of audience-specific knowledge areas that include lab environments with workbook
based hands-on skills exercises.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 15
Support
AirWatch is dedicated to providing each customer with numerous opportunities to interact with our team when a technical
question or incident may arise. Our global support offering provides customers with a designated Account Manager, access to
the ASK Knowledgebase, and 24/7/365 global support.
Account Management Team
The AirWatch account management team plays a key role AirWatch’s commitment to
personalized and proactive customer support. A member of this experienced team of
professionals is assigned to every AirWatch customer and continues to support the customer
throughout their mobile deployment. In addition to reaching out to customers at regular
intervals to check in, Account Managers provide customers with updates on latest features,
product roadmap, industry trends, available resources and user group events.
ASK Knowledgebase
The AirWatch ASK Knowledgebase provides you with ability to create new support requests and
update or track the progress of any open tickets. This feature includes visibility into AirWatch
Support Agent feedback, solutions, and ticketing history.
In addition to support requests you can leverage ASK to review the AirWatch Knowledgebase.
The Knowledgebase can be used to self-resolve common issues, browse product
documentation, and find announcements on the latest AirWatch enhancements. The
Knowledgebase is conveniently organized into the following categories:
Announcements – Product updates on the latest features with use cases and
product videos
FAQs – Detailed answers to some of the most common questions on a wide
variety of MDM topics
How To’s – Step-by-step instructions for configuring advanced settings in the
AirWatch console
Tips – Guidance on handling complex scenarios such as advanced security
settings and error resolutions
Documentation – Full product documentation on the latest releases for console
administrators and end users
Support Team
The AirWatch support team is available 24 hours a day, 7 days a week, 365 days a year. Our
support team can be contacted in a variety of manners and provide a level of service consistent
with promised SLAs based upon severity of incidents.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 16
Pricing
AirWatch’s Mobile Device Management pricing includes our Mobile Application Management and Mobile Email Management
solutions.
Mobile Device Management
Quickly enroll devices in your enterprise environment, configure and update device settings over-the-air, enforce security
policies and compliance, secure mobile access to corporate resources, and remotely lock and wipe managed devices.
Mobile Application Management
Manage internal, public and purchased applications across employee, corporate or shared devices
within your organization. Our Enterprise App Catalog provides the ability to distribute, track, update
and secure enterprise applications over-the-air.
Mobile Email Management
Control the mobile devices accessing corporate email, prevent data loss, encrypt sensitive data and
enforce advanced compliance policies.
License
Step 1: Choose a License Type
Maintenance is 20% of the perpetual license fee.
A one-time activation fee of £950 is required for accounts with less than 100 devices.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 17
Hosting
Step 2: Choose a Hosting Model
Professional Services
Step 3: Choose a Service Pack (Optional)
*A Basic Service Pack is required for an on-premise or appliance deployment.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 18
Mobile Content Management Solution Pricing
AirWatch Mobile Content Management is available as an integrated solution with AirWatch Mobile Device Management.
While Mobile Content Management is priced as an additional module, the solution is tightly integrated with AirWatch Mobile
Device Management.
License
Step 1: Choose a License Type
Maintenance is 20% of the perpetual license fee.
A one-time activation fee of £950 is required for accounts with less than 100 devices.
Hosting
Step 2: Choose a Hosting Model
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 19
Storage
Step 3: Choose Additional Storage
Provisioning Period
Once an order is placed, AirWatch immediately begins working with the customer to finalize terms and conditions
in a mutually agreeable manner and to begin the implementation process.
AirWatch strives to expeditiously satisfy all orders.
The specific time period varies according to project needs, but AirWatch will work with the customer to ensure a
reasonable delivery timeframe that satisfies customer needs in terms of technical requirements.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 20
Pricing Terms and Conditions
Prices are in GBP, exclusive of tax, shipping fees, and insurance.
Payment terms are net 30 days from the invoice date, F.O.B. shipping point.
Volume discounts and special pricing for educational institutions and non-profit organizations are available.
There is a 25 device minimum for all purchases. A one-time account activation fee of £950 is required for accounts
with less than 100 devices.
Mobile Content Management includes 5GB of storage per company. Extra storage is available for an additional fee.
SaaS pricing is based on US hosting in a shared environment. Local hosting is available outside the US and fees may
vary by country. Dedicated environments are available for additional set-up and monthly fees.
The appliance hardware is covered by a 1 year warranty from the delivery date of the appliance, annual software
maintenance payments after year 1 do not extend such hardware warranty.
Annual maintenance and support fees are based on the total software license purchase amount, commence upon
delivery of the software and are billed annually.
Expenses are billed to the customer as incurred according to AirWatch travel and expense policy and are the
responsibility of the customer.
AirWatch Service Definition | v.2016.03 | March 2016
All written, oral, and other information provided by AirWatch (i) is solely for the use of the recipient in evaluating AirWatch’s software and
services and no other use is allowed and (ii) is to be kept confidential by the recipient. All such written, oral, and other information is provided by
AirWatch on an “as is” basis and AirWatch makes no warranties, whether express or implied, regarding its accuracy or completeness or the
underlying software and services. All warranties, whether express or implied, are excluded to the fullest extent permitted by law. Page 21
