Basic
Support
Basic Support is an introductory support level for customers with 30 or
fewer BlackBerry® smartphone users who are looking to minimize support
costs. Your technical issues will be submitted electronically, with a
24-hour response by telephone or email. You’ll also have access to
self-service tools such as the BlackBerry Expert Support Center,
technical webcasts, BlackBerry Certification exam vouchers and the
BlackBerry® Solve newsletter.
|
| Coverage and Access |
24x7 electronic incident submission, with
a 24-hour response by telephone or email |
| BlackBerry Expert Support Center |
Basic version of the secure, online
resource for Named Callers that provides access to self-service tools
and resources |
| BlackBerry Infrastructure Status |
Access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
One BlackBerry Certification exam voucher
for each of your Named Callers |
| BlackBerry Training |
Web-based training through the BlackBerry
Expert Support Center |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve newsletter |
Standard edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Named Callers |
2 |
|
back to top |
Contact Us
for a Quote |
| 
Enhanced Support
If your business has 30 or fewer BlackBerry®
smartphone users, Enhanced Support offers an affordable introductory
level of support. Your technical issues will be submitted
electronically, with a 4-hour response by telephone or email. You’ll
also have access to self-service tools such as the BlackBerry Expert
Support Center, technical webcasts, BlackBerry Certification exam
vouchers and the BlackBerry® Solve newsletter.
|
| Coverage and Access |
24x7 electronic incident submission with
a 4-hour response by telephone or email |
| BlackBerry Expert Support Center |
Basic version of the secure, online
resource for Named Callers that provides access to self-service tools
and resources |
| BlackBerry Software Service Packs
and Hotfixes |
Available for any BlackBerry software
components covered under your support subscription |
| BlackBerry Infrastructure Status |
Access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
One BlackBerry Certification exam voucher
for each of your Named Callers |
| BlackBerry Training |
Web-based training through the BlackBerry
Expert Support Center |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve newsletter |
Standard edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Named Callers |
2 |
|
back to top |
Contact Us
for a Quote |
|
Advantage Support
Advantage Support provides problem management,
software updates and optional support features such as Direct to Level
Two Support and a Support Service Specialist to help manage problems and
avoid technical issues. You’ll also have access to self-service tools
such as the BlackBerry® Expert Support Center, technical webcasts,
BlackBerry Certification exam vouchers and the BlackBerry® Solve
newsletter.
|
| Coverage and Access |
 | 24x7 telephone support with an average 90-second
response1 |
| Electronic incident submission with a 2-hour
response by telephone or email |
|
| Problem Management |
Critical technical issues can be managed
in a formal Problem Management process |
| Direct to Level Two Support |
Optional service:
Technical issues are routed directly to Level Two technical support
analysts, bypassing the general support queue |
| Application Development Incidents |
Optional service:
Purchase 10 application development support incidents to troubleshoot
issues with custom application development for your BlackBerry platform |
| Support Service Specialist (SSS) |
Optional service:
A Support Service Specialist will review outstanding technical issues,
interact with Problem Management and manage escalations as required |
| BlackBerry Expert Support Center |
Standard version of the secure, online
resource for Named Callers that provides access to self-service tools
and resources |
| BlackBerry Software Service Packs
and Hotfixes |
Available for all BlackBerry software
components |
| BlackBerry Software Updates |
Available for any BlackBerry software
components covered under your support subscription |
| BlackBerry Infrastructure Status |
Access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
| One BlackBerry Certification Program exam
voucher for each of your Named Callers |
| 1% discount per BlackBerry Certified Named Caller
on your support subscription renewal (up to a maximum of 5%) |
|
| BlackBerry Training |
Choose between one Named Caller enrolling
in a series of online webcasts or your organization receiving a 50%
discount on open session training for each of your Named Callers |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve Newsletter |
Standard edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Named Callers |
| 5 |
| Optional feature:
Add Named Callers as required |
|
|
back to top |
Contact Us
for a Quote |
|
Standard Support
Standard Support is a flexible support level that
allows you to add optional service features as your BlackBerry® solution
grows and becomes more complex. You’ll have access to Direct to Level
Two Support resources to quickly address support issues.
|
| Coverage and Access |
| 24x7 Direct to Level Two telephone support with an
average 90-second response1 |
| Electronic incident submission with a 2-hour
response by telephone or email |
|
| Problem Management |
Critical technical issues can be managed
in a formal Problem Management process |
| Direct to Level Two Support |
Technical issues are routed directly to
Level Two technical support analysts, bypassing the general support
queue |
| Application Development Incidents |
Optional feature:
Purchase 10 application support incidents for issues related to custom
application development for your BlackBerry platform |
| Support Service Specialist (SSS) |
Optional service:
A Support Service Specialist will review outstanding technical issues,
interact with the Problem Management team and manage escalations as
required |
| Health Check Services |
Optional service:
Submit your BlackBerry® Enterprise Server log files for review to help
ensure the stability of your BlackBerry solution
Note: you must have a Support Service
Specialist to use this service |
| Change Management Planning
Services |
Optional service:
Before a BlackBerry solution update or migration, request a review of
your implementation plan Note:
you must have a Support Service Specialist to use this service |
| Tech-to-site Assistance |
Optional service:
A technical resource is dispatched to your location within 24 to 48
hours |
| BlackBerry Expert Support Center |
A secure, online resource for Named
Callers that provides access to self-service tools and resources |
| BlackBerry Software Service Packs
and Hotfixes |
Available for any BlackBerry software
components covered under your support subscription |
| BlackBerry Software Updates |
Available for BlackBerry enterprise
software and other software components covered under your support
subscription |
| BlackBerry Infrastructure Status
and Notifications |
Notifications of planned or unplanned
network-related events and access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
| One BlackBerry Certification Program exam voucher
for each of your Named Callers |
| 1.5% discount per BlackBerry Certified Named Caller
on your support subscription renewal (up to a maximum of 7.5%) |
|
| BlackBerry Training |
One Named Caller receives free enrolment
in an Open Session training session (up to a maximum of 4 days) and all
Named Callers will receive a 50% discount on further open session
training |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve newsletter |
Enterprise edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Named Callers |
| 5 |
| Optional feature:
Add Named Callers as required |
|
|
back to top |
Contact Us
for a Quote |
|
Premium Support
Premium Support provides a designated Support Account
Manager (SAM) who’ll be your advocate and proactively advise you of
upcoming software releases, applications or known issues that may be of
interest. You’ll also have access to the most experienced support team,
the Direct Advanced Response Team (DART), to help resolve technical
support issues and preventative service options such as Health Check
Services and customized onsite BlackBerry® Training sessions.
|
| Coverage and Access |
| 24x7 telephone support with DART with an average
90-second response1 |
| Electronic incident submission with a 1-hour
response by telephone or email |
|
| Problem Management |
Critical technical issues can be managed
in a formal Problem Management process |
| Direct Advanced Response Team
(DART) |
Direct access to the most highly
qualified team of technical resources within BlackBerry® Technical
Support Services |
| Application Development Incidents |
Submit 20 application support incidents
for issues related to custom application development for your BlackBerry
platform |
| Secondary Access Code |
Provides field technical staff and non
Named Callers with access to BlackBerry Technical Support Services when
Named Callers are not available |
| Support Account Manager (SAM) |
Designated resource to triage outstanding
technical issues, manage escalations, provide ongoing reporting and
status updates, and act as your advocate |
| Health Check Services |
Submit your BlackBerry® Enterprise Server
log files for review to help ensure the stability of your BlackBerry
solution |
| Continuity of Operations Alerts |
Push messages to BlackBerry smartphone
users via PIN-to-PIN messaging in the event of a disaster situation |
| Change Management Planning
Services |
Before a BlackBerry solution update, you
can request a review of your implementation plan |
| Tech-to-site Assistance |
Optional service:
A technical resource is dispatched to your location within 24 to 48
hours |
| Secondary Support Account Manager |
Optional service:
A resource that performs the full responsibilities of a Support Account
Manager, but is dedicated to a second or geographically dispersed IT
center |
| BlackBerry Expert Support Center |
Premium version of the secure, online
resource for Named Callers that provides access to self-service tools
and resources |
| BlackBerry Software Service Packs
and Hotfixes |
Available for any BlackBerry software
components covered under your support subscription |
| BlackBerry Software Updates |
Available for BlackBerry enterprise
software and other software components covered under your support
subscription |
| BlackBerry Infrastructure Status
and Notifications |
Notifications of planned or unplanned
network-related events and access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
| One BlackBerry Certification Program exam voucher
for each of your Named Callers |
| 2% discount per BlackBerry Certified Named Caller
on your support subscription renewal (up to a maximum of 10%) |
|
| BlackBerry Training |
One free onsite training session (up to a
maximum of 4 days) |
| Enterprise Volume Licensing |
A program which offers improved pricing
on Client Access Licenses (CALs) regardless of the quantity being
purchased and flexible CAL purchasing options that may help reduce the
administrative tasks associated with purchasing |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve newsletter |
Premier edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Performance and Load Testing
Tools |
Access to tools to allow the simulation
of scenarios such as update, migration, load balancing and failover so
your organization can perform production-type tasks in a virtual
environment |
| Named Callers |
| 15 |
| Optional feature:
Add Named Callers as required |
|
|
back to top |
Contact Us
for a Quote |
|
Elite Support
With Elite Support, your business will receive the
highest level of technical support available, with a member of the
Direct Advanced Response Team (DART) onsite on a full-time basis to help
plan, manage and expand your BlackBerry® product and service deployment.
You’ll also have a designated Support Account Manager (SAM) who’ll act
as the first point of contact for support-related escalations and be
your advocate. In addition, your SAM can advise you of upcoming software
releases, applications or known issues that may be of interest.
|
| Coverage and Access |
| 24x7 telephone support with DART with an average
90-second response1 |
| Electronic incident submission with a 1-hour
response by telephone or email |
|
| Problem Management |
Critical technical issues can be managed
in a formal Problem Management process |
| Direct Advanced Response Team
(DART) |
Direct access to the most highly
qualified team of technical resources within BlackBerry® Technical
Support Services |
| Application Development Incidents |
Unlimited Application Support Incidents
for issues related to custom application development for your BlackBerry
platform |
| Secondary Access Code |
Provides field technical staff and non
Named Callers with access to BlackBerry Technical Support Services when
Named Callers are not available |
| Support Account Manager (SAM) |
Dedicated one-to-one relationship with a
resource assigned to triage outstanding technical issues, manage
escalations, provide ongoing reporting and status updates, and act as
your advocate |
| Health Check Services |
Submit your BlackBerry® Enterprise Server
log files for review as needed to help ensure the stability of your
BlackBerry solution |
| Continuity of Operations Alerts |
Push messages to BlackBerry smartphone
users via PIN-to-PIN messaging in the event of a disaster situation |
| Change Management Planning
Services |
Before a BlackBerry solution update or
migration, you can request a review of your implementation plan |
| Tech Onsite Assistance |
A technical resource from DART is onsite
at your location 40 hours per week |
| Secondary Support Account Manager |
Optional service:
A resource that performs the responsibilities of a Support Account
Manager, but is dedicated to a second or geographically dispersed IT
center |
| BlackBerry Expert Support Center |
Elite version of the secure, online
resource for Named Callers that provides access to self-service tools
and resources |
| BlackBerry Software Service Packs
and Hotfixes |
Available for any BlackBerry software
components covered under your support subscription |
| BlackBerry Software Updates |
Available for BlackBerry enterprise
software and other software components covered under your support
subscription |
| BlackBerry Infrastructure Status
and Notifications |
Notifications of planned or unplanned
network-related events and access to a support tool that shows the
status of the BlackBerry Infrastructure |
| BlackBerry Certification |
| One BlackBerry Certification Program exam voucher
for each of your Named Callers |
| 2% discount per BlackBerry Certified Named Caller
on your support subscription renewal (up to a maximum of 10%) |
|
| BlackBerry Training |
2 free onsite training sessions (up to a
maximum of 4 days each) |
| Enterprise Volume Licensing |
A program which offers improved pricing
on Client Access Licenses (CALs) regardless of the quantity being
purchased and flexible CAL purchasing options that may help reduce the
administrative tasks associated with purchasing |
| BlackBerry Technical Support
Services Webcast Series |
Monthly webcasts to provide Named Callers
with information and workarounds to proactively diagnose common
technical scenarios |
| BlackBerry Solve newsletter |
Premier edition of the monthly
enewsletter sent to Named Callers to communicate technical information
such as fixes and workarounds for common technical issues |
| Performance and Load Testing
Tools |
Access to tools to allow the simulation
of scenarios such as update, migration, load balancing and failover so
your organization can perform production-type tasks in a virtual
environment |
| Named Callers |
| 30 |
| Optional feature:
Add Named Callers as required |
|
|
back to top |
Contact Us
for a Quote |
BlackBerry
Technical Support Services are annual support programs that provide
organizations with direct access to BlackBerry technical experts.
