Frequently Asked Questions

BWR is a rapid response ICT services and support provider, established in 2008. We deliver on-the-ground field engineers, a 24/7 service desk, network hardware and cabling, hardware procurement, global logistics and warehousing, and full relocation and deployment support – covering everything from a single break-fix call to a national rollout.

Field coverage extends across Australia and New Zealand, with resources also reaching Papua New Guinea, Fiji, Canada, the US, UK, Ireland, mainland China, Taiwan, Singapore, Malaysia, Vietnam, Japan and South Korea, all coordinated through one service desk.

Yes. The Service Support Desk (SSD) runs a genuine 24/7, 365-day operation staffed by industry-experienced agents, who handle support, monitoring and coordination directly rather than routing calls elsewhere.

Response targets are agreed upfront and reported against. On services such as Data Centre Support, BWR targets a 15-minute first response and a 4-hour resolution on priority incidents; other engagements have response windows set to the site and the SLA in place.

Both. BWR procures commercial displays, digital signage, networking hardware and enterprise hardware from established vendors, then delivers and installs it – so the equipment and the team fitting it come from the same place.

Yes. Our cabling teams deliver structured cabling, fibre optic connections, NBN and network upgrades for phone and data, including major roll-outs, cutovers, and cabling for greenfield, relocation and refurbishment sites.

BWR runs 24/7 secured warehousing and global logistics for ICT equipment and parts, partnered with DHL, TNT, TOLL, Startrack and Cope for live-tracked delivery – including advance parts replacement, so hardware is often on site before an issue causes real downtime.

Yes. Our mobilisation team manages ICT relocations, transitions and defits end to end – packing, transporting and reinstalling equipment, setting up temporary networks, and providing secure interim storage – planned to minimise disruption to staff and operations.

It’s 24/7 field support built specifically for data centre environments: service desk coverage, smart hands and remote hands, multivendor hardware support and advance parts logistics, delivered by local engineers across Australia and APAC.

Third party maintenance is hardware support delivered by a provider other than the original manufacturer, often covering multiple vendors under one agreement. BWR delivers TPM field execution, including post-warranty support, on behalf of some of the largest TPM providers in the world – typically white label, under their brand.

BWR supports SME, corporate, retail, data centre and government clients – including organisations such as Optus, Telstra, QANTAS, TOLL Logistics, and government agencies including the Australian Federal Police, Civil Aviation Safety Australia and NSW Electoral Offices.

Call 1300 330 764 within Australia or +61 2 8090 4590 internationally – both lines are staffed 24/7 – or submit a request through the BWR Service Request page.