Support Program Features

Features and Services

Service Features

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Coverage and Access

24x7 telephone support with an average 90-second response¹
Electronic incident submission with a 2-hour response by telephone or email

Value-added Features

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BlackBerry Expert Support Center	A secure, online resource center for Named Callers that provides access to: Create and Manage Service Requests — Named Callers may create, view and add comments to open service requests associated with their support subscription Enterprise Activation Readiness Tool — Verify that a BlackBerry smartphone is ready for the enterprise activation process by running 3 online tests Product tutorials and archived BlackBerry Technical Support webcasts The BlackBerry Technical Knowledge Center and software documentation
Free BlackBerry Certification Exam Vouchers	BlackBerry Certification vouchers give Named Callers free access to register for BlackBerry Certification Program exams
Discount on Onsite and/or Open Session Training	Receive a 20% discount to attend instructor-led training at open sessions in your region or onsite at your location
Discounted Hosting Cost	$4.5/user/month discount on the Hosted BlackBerry® services license fee, provided an annual volume commitment of 1000 new users is met If you’re not able to meet your volume commitment, you’ll be required to join a lower program tier for the next membership year
BlackBerry® Solve newsletter	Standard edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues View the most recent edition of the BlackBerry Solve newsletter
BlackBerry Technical Support Webcast Series	Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios Register for the BlackBerry Technical Support Webcast Series
Named Callers	Designated technical contacts within your organization who are authorized to contact BlackBerry Technical Support 5

Learn More

Learn more about out-of-scope services

Find out about the response and escalation policy

Find out about software maintenance

Learn about renewing your membership

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.