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BlackBerry Technical Support Services

Just When You Thought You Had The Best In Support, Two Enhanced Programs Now Bring You More
 

See what’s in the support program now!

  • Electronic incident submission through the new BlackBerry Expert Support Center with a response by phone or email
  • New support queue with Direct Access to Level Two Support analysts
  • Relationship based support. Support Service Specialists, Support Account Managers, the Direct Advanced Response Team (DART) and a full-time, on-site technical expert for Elite subscribers
  • Training packages that grow in scope with your support level, ranging from web-based training to instructor-led webinars and on-site training days; all support levels include BlackBerry Certification exam vouchers for each Named Caller and discounts on your subscription renewals based on the number of Named Callers that achieve BlackBerry Certification
  • eNewsletters and webcasts boost knowledge transfer, covering issues and potential work arounds/resolutions



BlackBerry Technical Support Services for Small and Medium Busines 

 
Service Features:

Feature
 Basic Support Enhanced Support Advantage Support
Coverage and Access 24x7 electronic incident submission via the BlackBerry® Expert Support Center with a 24-hour response 24x7 electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response
Problem Management N/A N/A Included
Direct to Level Two Support Resources N/A N/A Optional
Application Development Incidents N/A N/A Optional

Value-added Features:

Feature
 Basic Support Enhanced Support Advantage Support
BlackBerry Expert Support Center Basic Version Basic Version Standard Version
BlackBerry Software Service Packs and Hotfixes Included Included Included
BlackBerry Software Updates2 N/A N/A BlackBerry® Enterprise Server and other supported BlackBerry software products covered under your support subscription
BlackBerry® Infrastructure Status and Notifications3 N/A N/A View status and event details in BlackBerry Expert Support Center
BlackBerry® Training and BlackBerry Certification4,5 Web-based and BlackBerry Certification vouchers Web-based and BlackBerry Certification vouchers Web-based or 50% discount on instructor-led training and BlackBerry Certification vouchers
BlackBerry Technical Webcast Series Included Included Included
BlackBerry Solve Newsletter Included Included Included
Named Callers 2 2 5


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
2For solutions being covered and paid for as part of the support subscription only.
3 A Valid Non-Disclosure Agreement required between the subscribing organization and Research In Motion (RIM).
4 Service only offered where available.
5 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.