Business Services by BlackBerry

Your trusted Enterprise mobility partner for serious business

Unleash the power of your enterprise mobility solution

BlackBerry® is here to support you globally—directly or through a partner—with advice, analysis, implementation, and migration expertise. For more than 10 years, we’ve offered this critical capability, building relationships with productivity-driven, security conscious business leaders evolving their complex mobile environments.

We’ve built a reputation for excellence in delivering not only technical support, but in helping to maintain oversight and strategic direction of evolving technology environments for a wide variety of customers, from growing businesses to global enterprises. So whatever the size of your organization, the nature of your enterprise mobility management (EMM) deployment (on-premise or cloud-based), or the devices you manage, BlackBerry is here to help.

How to get support

To purchase support call 1-855-286-6216
Outside North America call 1-647-426-2938

Support for Partners

BlackBerry Technical Support Services

BlackBerry Technical Support Services

You can rely on the industry-leading Advantage Support that is included with BES12 Annual Subscriptions (both on-premise and cloud-based), and required with perpetual licenses, to help evolve your EMM strategy and maintain your complex and demanding environment. Support includes BlackBerry Software Assurance for perpetual licenses, ensuring that you can upgrade and update your licenses for use on new versions of BES as they become available. With relationship-based Premium Support and Optional Services, you can provide even greater user satisfaction, drive business continuity, and achieve cost efficiencies.

Advantage

Advantage support plays a role in the ongoing success of your cross-platform EMM solution. Optional services help further your objectives with support, tools, oversight and more.


24x7x365 global access to Level 1 Associates1

2-hour response time for high severity issues

5 Named Callers2

BlackBerry Software Assurance for perpetual licenses

Access to knowledge and productivity tools via myAccount Portal3

Web-based training included

1 certification voucher per Named Caller

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional Services

Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:

BES12 Planning

BES12 Remote Installation4

BES12 Migration

Mobility Assessment Services

Remote Health Assessment4

Direct-to Level 2

On-site Support (Tech to Site)

Additional Named Callers

Premium

Premium offers the highest level of relationship-based support for businesses with mission-critical needs, and the expectation of personal engagement, dedicated resources, proactive planning services, and cost containment. Premium is ideal for customers with deployments exceeding 2,500 devices under management on a BES, either on-premise or cloud-based.


24x7x365 Phone support to Level 3 Analysts (DART)1

90 second telephone pick-up for critical issues

25 Named Callers2

BlackBerry Software Assurance for perpetual licenses

Designated Support Account Manager (SAM)

BES12 Planning Service

Remote Health Assessment4 (two per year)

BlackBerry Training subsidy5

1 certification voucher per Named Caller

Access to knowledge and productivity tools via myAccount Portal3

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional services

Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:

BES12 Remote Installation4

BES12 Migration

Mobility Assessment Services

Designated Senior Technical Analyst (DSTA)

Tech-to-Site-Support

Direct Enterprise Connection (DEC)6

Additional Support Account Manager (SAM)

BlackBerry Professional Services

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BlackBerry is pleased to offer optional planning, implementation, assessment and migration services to help you get started with BES12 and ensure it’s optimized for your business.

Our experts will ensure that BES12 is deployed to optimize your security, productivity and continuity requirements. We can help you achieve your objectives where visibility is high:

  • BlackBerry can help complete BES12 migrations for you.
  • Our expertise reduces risk with implementation, configuration and policy design.
  • We can work together to develop a schedule that works for you.
  • We are here to support you through every phase of your project lifecycle

After the initial deployment, you can rely on the industry-leading support to help evolve your EMM strategy and maintain your complex and demanding environment.

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How to buy BlackBerry Professional Services

Support program offerings

Not all support is created equal. Find out about our award-winning programs offering:

24x7x365 Incident Reporting

24x7x365 Incident Reporting

Global telephone/electronic support is standard, plus a variety of experienced resource and response teams to complement your business.

Self-Service and Diagnostic Tools

Self-service and diagnostic tools

myAccount (formerly the BlackBerry Expert Support Center) is your one-stop shop with a best-in-class experience. Manage subscriptions, initiate services and more.

Proactive and Optimization Services

Proactive and optimization services

From optional BlackBerry Infrastructure Notifications to Remote Health Checks4, BlackBerry helps you optimize your environment.

Knowledge Tools

Knowledge tools

Named Callers provided with Training Vouchers, On-demand and on-site training options are available along-side webcasts, Solve Newsletter, and anytime access to Knowledge Base articles.

  1. 1 Average 90-second phone response time for critical issues.
  2. 2 Option to purchase more.
  3. 3 The myAccount portal, formerly known as The BlackBerry Expert Support Center (BESC), is a secure, online resource center for Named Callers. Included are self-service tools and resources to trouble-shoot common issues, and the ability to create and manage service requests.
  4. 4 Available for on-premise BES deployment only
  5. 5 BlackBerry will fund up to $7500 in onsite training per annual term.
  6. 6 Available for BES5 only.