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BlackBerry Technical Support Services provides support for all of the following software: BlackBerry Enterprise Server, BlackBerry Enterprise Server Express, BlackBerry Mobile Fusion, BlackBerry Device Service, Universal Device Service, and BlackBerry Mobile Voice System.
By purchasing a BlackBerry® Technical Support Services subscription, you’ve gained a direct line into the BlackBerry technical support experts at Research In Motion (RIM). These technical support experts will assist in resolving any BlackBerry hardware or software technical issues.
You can submit issues electronically through the BlackBerry Expert Support Center. To submit an issue in the BlackBerry Expert Support Center, click on the My Service Requests icon in the Tools menu, then click Create Service Request. Log in to the BlackBerry Expert Support Center
Find out about the features and services included with your subscription, such as coverage and access, number of named callers and access to the BlackBerry Expert Support Center.
Learn about the escalation process and response times, including the process for submitting a ticket to BlackBerry Technical Support, problem classification and definition, proposed response times and subscriber responsibilities.
When you install software updates, including hotfixes and service packs, you can take advantage of the latest features as soon as they become available. Learn more about software updates