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BlackBerry Technical Support Services for Enterprise

 

Overview

BlackBerry® Technical Support Services for Enterprise is a relationship-based service that offers the ability to customise a support program that’ll grow with your business. You’ll have access to features like Health Check Services, Change Management Planning and onsite visits from technical support experts to help with the stability of your BlackBerry solution.

The 3 levels of BlackBerry Technical Support Services for Enterprise are designed to meet the support needs of your organization's entire BlackBerry environment, including BlackBerry® Enterprise Server, BlackBerry® Enterprise Server Express and/or BlackBerry® Mobile Voice System software and environments that include the BlackBerry® PlayBook™ tablet.

 

Standard Support

Expedited support with optional service features, access to Level Two support representatives and the ability to trade up to the newest version of BlackBerry Enterprise Server.

Premium Support

Designated, relationship-based support, including a Support Account Manager and access to the Direct Advanced Response Team. Also includes the option for a Designated Senior Technical Analyst.

Elite Support

Dedicated, relationship-based support that includes onsite technical resources

 

Standard Support

Ready to Buy?

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.

Service Features

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

Preventive Services

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 Services2,3

Optional service: Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution

Change Management Planning Services

Optional service: Before a BlackBerry solution update or migration, request a review of your implementation plan

Tech-to-site Assistance2,4

Optional service: A technical resource is dispatched to your location within 24 to 48 hours

Value-added Features

BlackBerry Expert Support Center
  • Standard version of the secure, online resource for Named Callers that provides access to self-service tools and resources
  • Secondary Access Users: Named Callers can give their internal support personnel access to a subset of BlackBerry Expert Support Center features. Your allotment for Secondary Access Users will match your current allotment for Named Callers (if you have 5 Named Callers, you can assign 5 Secondary Access Users)

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 Notifications5

Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure

BlackBerry Certification2,4
  • 1.5% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 7.5%)

BlackBerry® Training2,4

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® Enterprise Server Trade-Up Key6

Updates your organization from older, outdated versions of BlackBerry Enterprise Server to the latest version for no additional cost

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 Newsletter 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

Not sure if Standard Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at TechnicalSupportSalesAsiaPacific@rim.com

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and Research In Motion (RIM) for this service to take place.
3 - Option of 1 report (1 SRP) OR 2 reports (3 SRP) per contract year.
4 - Service only offered where available.
5 - A Valid Non-Disclosure Agreement required between the subscribing organisation and RIM.
6 - Trade up key applies to customers using BlackBerry® Professional Software v4.1.4 or BlackBerry® Enterprise Server – Small Business Edition only.

 

Premium Support

Ready to Buy?

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.

You also have the option to add on additional services such as a Designated Senior Technical Analyst4 (DSTA), whereby a RIM resource will visit the customer’s location for two (2) consecutive days once a month to assist with all aspects of managing, planning and supporting your BlackBerry solution. Another optional service available at this support level is the Direct Enterprise Connection (DEC). This service provides a dedicated connection between your BlackBerry® Enterprise Server (BES) and the BlackBerry® Infrastructure via a Multiprotocol Label Switching (MPLS) connection5 instead of the Internet. This service allows RIM to proactively monitor your connection to the RIM network, to alert and help you troubleshoot connectivity issues as they occur in order to help you maintain business continuity.

Service Features

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

Preventive Services

Support Account Manager (SAM)2

Designated resource to triage outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate

Health Check Services3,4

Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution

Continuity of Operations Alerts3

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 Assistance3,5

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

Direct Enterprise Connection (DEC)

Allows you to bypass the Internet and provides a dedicated connection between your BlackBerry® Enterprise Server (BES) and the BlackBerry® Infrastructure through a Multiprotocol Label Switching (MPLS) connection5. This enables RIM to monitor your connection to the RIM network and to alert and help you troubleshoot connectivity issues as they occur in order to help you maintain business continuity.

Designated Senior Technical Analyst

Optional service: A Designated Senior Technical Analyst (DSTA) can be assigned to make regular site visits to assist with all aspects of managing, planning and supporting your BlackBerry solution

Value-added Features

BlackBerry Expert Support Center
  • Premium version of the secure, online resource for Named Callers that provides access to self-service tools and resources
  • Secondary Access Users: Named Callers can give their internal support personnel access to a subset of BlackBerry Expert Support Center features. Your allotment for Secondary Access Users will match your current allotment for Named Callers (if you have 15 Named Callers, you can assign 15 Secondary Access Users)

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 Notifications6

Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure

BlackBerry Certification3,5
  • 2% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 10%)

BlackBerry Training3,5

One free onsite training session (up to a maximum of 4 days)

BlackBerry Enterprise Licence Program

This program is designed to give customers that have a minimum of 1000 BlackBerry Enterprise Server Client Access Licenses (CALs) pricing benefits when purchasing additional CALs without the requirement of purchasing in volumes

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 Tools3

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

BlackBerry® Enterprise Server Trade-Up Key7
  • Updates your organization from older, outdated versions of BlackBerry Enterprise Server to the latest version for no additional cost

Not sure if Premium Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at TechnicalSupportSalesAsiaPacific@rim.com

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 - The SAM is available from 8am to 5pm Monday to Friday in a single time zone designated by the customer. Support from the SAM outside of these hours will be provided on a best effort basis.
3 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and Research In Motion (RIM) for this service to take place.
4 - Includes four reports (5 SRP) per contract year.
5 - Service only offered where available.
6 - A Valid Non-Disclosure Agreement required between the subscribing organisation and RIM.
7 - Trade up key applies to customers using BlackBerry® Professional Software v4.1.4 or BlackBerry® Enterprise Server – Small Business Edition only.

 

Elite Support

Ready to Buy?

Elite Support provides the most comprehensive relationship-based technical support service available for your BlackBerry® solution. Customers at this level of support will get a Designated Senior Technical Analyst4 (DSTA) who will visit your site monthly to help plan, manage, and expand your BlackBerry product and service deployment to drive continuous business value. Also included with Elite Support, is Direct Enterprise Connection4 (DEC), which allows you to bypass the Internet and provides a dedicated connection between your BlackBerry® Enterprise Server (BES) and the BlackBerry® Infrastructure through a Multiprotocol Label Switching (MPLS) connection5. This enables RIM to monitor your connection to the RIM network and to alert and help you troubleshoot connectivity issues as they occur in order to help you maintain business continuity. This support level includes Health Check Services3, Change Management Planning Services and customized onsite BlackBerry training sessions. In addition, if you require more than one monthly visit from your DSTA, Tech On Site is an optional service that provides access to a member of RIM’s Direct Advanced Response Team (DART) onsite at one of your locations on a full-time basis.

Service Features

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

Preventive Services

Support Account Manager (SAM)2

Designated resource to triage outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate

Health Check Services3,4

Submit your BlackBerry® Enterprise Server log files for review as needed to help ensure the stability of your BlackBerry solution

Continuity of Operations Alerts3

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 Assistance3,5

A technical resource from DART is onsite at your location 40 hours per week

Additional Tech On Site Assistance

If more than one monthly visit from your DSTA is required, Tech On Site is an optional service that provides access to a member of RIM’s Direct Advanced Response Team (DART) onsite at one of your locations on a full-time basis.

Designated Senior Technical Analyst

A Designated Senior Technical Analyst (DSTA) can be assigned to make regular site visits to assist with all aspects of managing, planning and supporting your BlackBerry solution.

Direct Enterprise Connection (DEC)

Allows you to bypass the Internet and provides a dedicated connection between your BlackBerry® Enterprise Server (BES) and the BlackBerry® Infrastructure through a Multiprotocol Label Switching (MPLS) connection5. This enables RIM to monitor your connection to the RIM network and to alert and help you troubleshoot connectivity issues as they occur in order to help you maintain business continuity.

Value-added Features

BlackBerry Expert Support Center
  • Elite version of the secure, online resource for Named Callers that provides access to self-service tools and resources
  • Secondary Access Users: Named Callers can give their internal support personnel access to a subset of BlackBerry Expert Support Center features. Your allotment for Secondary Access Users will match your current allotment for Named Callers (if you have 30 Named Callers, you can assign 30 Secondary Access Users)

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 Notifications6

Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure

BlackBerry Certification3,5
  • 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® Training3,5

2 free onsite training sessions (up to a maximum of 4 days each)

BlackBerry Enterprise Licence Program

This program is designed to give customers that have a minimum of 1000 BlackBerry Enterprise Server Client Access Licenses (CALs) pricing benefits when purchasing additional CALs without the requirement of purchasing in volumes

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 Tools3

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

BlackBerry® Enterprise Server Trade-Up Key7
  • Updates your organization from older, outdated versions of BlackBerry Enterprise Server to the latest version for no additional cost

Not sure if Elite Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at TechnicalSupportSalesAsiaPacific@rim.com

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 - The SAM is available from 8am to 5pm Monday to Friday in a single time zone designated by the customer. Support from the SAM outside of these hours will be provided on a best effort basis.
3 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and Research In Motion (RIM) for this service to take place.
4 - Includes unlimited reports (10 SRP) per contract year.
5 - Service only offered where available.
6 - A Valid Non-Disclosure Agreement required between the subscribing organisation and RIM.
7 - Trade up key applies to customers using BlackBerry® Professional Software v4.1.4 or BlackBerry® Enterprise Server – Small Business Edition only.

 

Support Level Comparison

View the support level comparison below to compare the features and services offered by each level of support. To learn more about what's included in each service offering, view the feature descriptions section below.

If you need assistance choosing the right level of support for your organization, use the BlackBerry® Technical Support Services solution chooser.

Service Features

Feature Standard Support Premium Support Elite Support
Coverage and Access
  • 24x7 telephone support to Level Two Support resources with an average 90-second response1
  • Electronic incident submission through the BlackBerry® Expert Support Center with a 2-hour response
  • 24x7 telephone support to the Direct Advanced Response Team (DART) with an average 90-second response1
  • Electronic incident submission through the BlackBerry Expert Support Center with a 1-hour response
  • 24x7 telephone support to DART with an average 90-second response1
  • Electronic incident submission through the BlackBerry Expert Support Center with a 1-hour response
Problem Management Included Included Included
Direct to Level Two Support Resources Included N/A N/A
Direct Advanced Response Team (DART) N/A Included Included
Application Development Support Incidents Option 20 Unlimited
Secondary Access Code N/A Included Included

Preventive Services

Feature Standard Support Premium Support Elite Support
Support Service Specialist (SSS) Option N/A N/A
Support Account Manager (SAM) N/A Included Included
Health Check Services2 Option (1 or 2 Reports) Included (4 Reports) Included (Unlimited Reports)
Continuity of Operations Alerts2 N/A Included Included
Change Management Planning Services Option Included Included
Tech-to-site Assistance2,3 Option Option N/A
Tech Onsite Assistance2,3 N/A N/A Included
Secondary Support Account Manager N/A Option Option

Value-added Features

Feature Standard Support Premium Support Elite Support
BlackBerry Expert Support Center Included Included Included
BlackBerry Software Service Packs and Hotfixes Included Included Included
BlackBerry Software Updates Included Included Included
BlackBerry® Infrastructure Status and Notifications4 View status and event details in BlackBerry Expert Support Center View status and event details in BlackBerry Expert Support Center. Includes Automated Critical Event Conference Line4 View status and event details in BlackBerry Expert Support Center. Includes Automated Critical Event Conference Line4
BlackBerry® Training and BlackBerry Certification2,3 Web-based, instructor-led, BlackBerry® Certification Program exam vouchers and 25% off onsite training Web-based, onsite instructor-led and BlackBerry Certification Program exam vouchers Web-based, onsite instructor-led and BlackBerry Certification Program exam vouchers
BlackBerry Enterprise License Program N/A Included Included
BlackBerry® Enterprise Server Trade-Up Key Included Included Included
Designated Senior Technical Analyst2,3,4 N/A Option N/A
BlackBerry Technical Support Webcast Series Included Included Included
BlackBerry® Solve Newsletter Included Included Included
Performance and Load Testing Tools2 N/A Included Included
Named Callers 5 15 30

Feature Descriptions

Service Features:

  • Problem Management: In the event of a critical incident, there’ll be an escalation within the BlackBerry Technical Support team to the most appropriate technical employees to resolve the issue
  • Direct to Level Two Support Resources: Technical incidents will be routed directly to Level Two support analysts, who have more experience with the BlackBerry solution
  • Direct Advanced Response Team (DART): The most experienced technical personnel, focused exclusively on resolving issues for Premium and Elite Support subscribers
  • Application Development Incidents: Provides a set number of application development support incidents to troubleshoot problems related to custom application development, application coding and the use of application development tools and resources
  • Secondary Access Code: Provides field technical staff or IT help desk resources with access to contact the BlackBerry Technical Support team in the event they’re working remotely and/or a critical or serious incident occurs when a Named Caller is unavailable

Preventive Services:

  • Support Service Specialist (SSS): Provides the ability to contact a group of employees who specialize in handling customer escalations and managing these issues to resolution. In addition, the SSS provides a quarterly review of support incidents4 submitted during that period and allows Named callers to provide feedback about the delivered services
  • Support Account Manager (SAM): A designated employee assigned to build an ongoing relationship with your BlackBerry administration resources and act as the first point of contact for escalations of support-related issues
  • Health Check Services2: Submit your BlackBerry® Enterprise Server log files to the BlackBerry Technical Support team for review to determine areas within your technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future
  • Continuity of Operations Alerts2: Enable you to contact your BlackBerry smartphone users via PIN-to-PIN messaging in situations which render email message distribution via the BlackBerry Enterprise Server unavailable
  • Change Management Planning Services3: A technical and functional review of your organization’s change management plan by a member of the BlackBerry Technical Support team before performing a BlackBerry solution update or migration
  • Tech-to-site Assistance2,3: A senior member of the BlackBerry Technical Support team is sent to your organization’s location in the event of a technical issue or planned system change
  • Tech Onsite Assistance2,3: A qualified member of DART will be onsite at your location 40 hours per week to provide immediate responses to critical or serious incidents and assist with ongoing planning and maintenance of your BlackBerry solution environment
  • Secondary Support Account Manager: Performs the services of a SAM in a second office or regional location

Value-added Features:

  • BlackBerry Expert Support Center: A secure online resource center for Named Callers that provides access to self-service tools and resources to help troubleshoot common issues and the ability to create and manage service requests
  • BlackBerry Software Service Packs and Hotfixes: From the BlackBerry Expert Support Center, access service packs and hotfixes as they become commercially available for any BlackBerry software components covered under your support subscription
  • Software Updates: Your Named Callers can access full and feature version software updates from the BlackBerry Expert Support Center as they become commercially available for any BlackBerry software components covered under your subscription
  • BlackBerry Infrastructure Status and Notifications: A support tool that shows the status of the BlackBerry Infrastructure to assist Named Callers in proactively identifying whether an issue they’re experiencing is the result of technical problems in their environment or problems being experienced with the BlackBerry Infrastructure.5
  • BlackBerry Training: Your Named Callers can access web-based training modules tailored to the BlackBerry software components covered under your subscription. Depending on your subscription level, you can also take advantage of instructor-led or onsite instructor-led training2,3
  • BlackBerry Certification2,3: Each of your Named Callers will receive one free BlackBerry Certification Program exam voucher. As an added incentive for your Named Callers to become certified BlackBerry administrators, you can receive a discount on your support subscription renewal if you have Named Callers actively certified through the BlackBerry Certification Program
  • Enterprise Volume Licensing: BlackBerry Enterprise Volume Licensing is a program available for Premium and Elite customers and 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: Technically focused webcasts to provide Named Callers with information and workarounds to help proactively diagnose common technical scenarios
  • BlackBerry Solve: A monthly electronic newsletter sent to Named Callers that aims to communicate technical information such as fixes and workarounds for common technical issues
  • Performance and Load Testing Tools2: Premium and Elite Support subscribers will have access to Performance and Load Testing Tools as they become commercially available. These tools 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: Individuals such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff designated to access the BlackBerry Expert Support Center and submit technical support requests to the BlackBerry Technical Support team

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at TechnicalSupportSalesAsiaPacific@rim.com

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and Research In Motion (RIM) for this service to take place.
3 - Service only offered where available.
4 - A Valid Non-Disclosure Agreement required between the subscribing organisation and RIM.

Copyright © 2012 Research In Motion Limited, unless otherwise noted.