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Support options

Support for your multi-OS environment

BlackBerry® Support helps you realize the full potential of your mobile environment,
minimize costly downtime and support all users managed through a BlackBerry
mobility management solution, including those using iOS and Android™ mobile devices.

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How to get support

Your support options

Distinct levels of support provide options that align to the level of expertise, assistance and resolution time that your business requires. As you step-up in tier, your direct access and intimacy to support experts improves – driving account relationship levels and management options.

Advantage

  • BlackBerry® Software Assurance
  • 24x7 Phone support to Level 1 Associates1
  • 4-hour e-ticket response time
  • 5 Named Callers2
  • Access to knowledge and productivity tools via BlackBerry Expert Support Center (BESC)3
  • Training and certification discounts
  • 1 certification voucher per Named Caller
  • Monthly Solve eNewsletter
  • Monthly Technical Webcast
  • Ability to purchase Optional Services: Change Management Planning Services, Health Check Services4, Support Service Specialist, On-site Support (Tech to Site), Additional Named Callers

Priority

  • BlackBerry® Software Assurance
  • 24x7 Phone support to Level 2 Analysts1
  • 2-hour e-ticket response time
  • 10 Named Callers2
  • Support Service Specialist
  • Access to knowledge and productivity tools via BlackBerry Expert Support Center (BESC)3
  • Training and certification discounts
  • 1 certification voucher per Named Caller
  • Monthly Solve eNewsletter
  • Monthly Technical Webcast
  • Ability to purchase Optional Services: Change Management Planning Services, Health Check Services4, On-site Support (Tech to Site), Additional Named Callers

Premium

  • BlackBerry® Software Assurance
  • 24x7 Phone support to Level 3 Analysts (DART)5
  • 1-hour e-ticket response time
  • 25 Named Callers2
  • Dedicated Support Account Manager (SAM)
  • Change Management Planning Services
  • Health Check Services4
  • On-site training and certification
  • Access to knowledge and productivity tools via BlackBerry Expert Support Center (BESC)3
  • 1 certification voucher per Named Caller
  • Monthly Solve eNewsletter
  • Monthly Technical Webcast
  • Ability to purchase Optional Services: Designated Senior Technical Analyst (DSTA) , Tech to Site Assistance, Secondary SAM, Direct Enterprise Connection

EZ Pass

Free perpetual BES10 licenses for all existing BlackBerry and other MDM licenses. Limited time offer.*

Always stay current

Always have access to the latest software Upgrades and Updates. Available for perpetual Client Access Licenses (CALs), BlackBerry Software Assurance is included with all paid support.

BlackBerry Software Assurance also allows you to Upgrade your perpetual CAL’s to Silver Licenses that can manage BlackBerry, iOS, and Android devices, on a one-for-one basis for an unlimited period of time.

BlackBerry 10 Readiness Services

Ease your organization’s transition to BES10 with BlackBerry 10 Readiness Services. Choose from a variety of enterprise services designed to give you the confidence, tools and assistance to get your company up and running on BES10 quickly.

Pay for the support you need, when you need it

BlackBerry Incident-Based Support allows you to purchase technical support on a per-incident basis.

* Additional Terms and Conditions apply.

  1. 1

    Average 90-second phone response time.

  2. 2

    Option to purchase more.

  3. 3

    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

    For BES 5 Only.

  5. 5

    Level 3 Analysts are also called DART (Direct Advanced Response Team).

iOS is a registered trademark of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. iOS® is used under license by Apple Inc. Android is a trademark of Google Inc.