Support Program Features

Features and Services

Service Features

bluedivider

Coverage and Access	24x7 telephone support with the Direct Advanced Response Team (DART) with an average 90-second response¹ Electronic incident submission with a 1-hour response by telephone or email To submit an issue electronically, click on the My Service Requests tool in the BlackBerry® Expert Support Center
Problem Management	Critical technical issues can be managed in a formal Problem Management process
Direct Advanced Response Team (DART)	Direct access to the most highly qualified team of technical resources within BlackBerry® Technical Support Services
Application Support Incidents	Submit 20 application support incidents for issues related to custom application development for your BlackBerry platform To contact the Application Development Support team, email devsupport@rim.com
Secondary Access Code	Provides field technical staff and non Named Callers with access to BlackBerry Technical Support Services when Named Callers aren’t available Your Secondary Access Code can be found by clicking My Support Agreement in the Tools menu in the BlackBerry Expert Support Center

Preventive Services

bluedivider

Support Account Manager (SAM)	Designated resource to triage outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate The name of your SAM can be found by clicking My Support Agreement in the Tools menu in the BlackBerry Expert Support Center
Health Check Services²	Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution To access this service, click on Health Check Services in the Tools menu in the BlackBerry Expert Support Center
Continuity of Operations Alerts²	Push messages to BlackBerry smartphone users via PIN-to-PIN messaging in the event of a disaster situation Contact your SAM to request this service
Change Management Planning Services	Before a BlackBerry solution update, you can request a review of your implementation plan To access this service, click on Change Management Planning Services in the Tools menu in the BlackBerry Expert Support Center
Tech-to-site Assistance^2,3	Optional service: A technical resource is dispatched to your location within 24 to 48 hours
Secondary Support Account Manager	Optional service: A resource that performs the full responsibilities of a SAM, but is dedicated to a second or geographically dispersed IT center Contact your SAM to register for this optional service

Value-added Features

bluedivider

BlackBerry Expert Support Center	A secure, online resource for Named Callers that provides access to self-service tools such as the Enterprise Activation Readiness Tool and SRP ID Lookup Tool Secondary Access Users: allows Named Callers to give their internal support personnel access to a subset of BlackBerry Expert Support Center features. Your allotment for Secondary Access Users will match your current allotment for Named Callers (if you have 15 Named Callers, you can assign 15 Secondary Access Users) Click on the Help tab in the BlackBerry Expert Support Center to learn more about this resource
BlackBerry Software Service Packs and Hotfixes	Available for any BlackBerry software components covered under your support subscription To access Service Packs and Hotfixes, click on the Downloads tab in the BlackBerry Expert Support Center
BlackBerry Software Updates	Available for BlackBerry enterprise software and other software components covered under your support subscription To access Software Updates, click on the Downloads tab in the BlackBerry Expert Support Center
BlackBerry® Infrastructure Status and Notifications⁴	Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure To access this service, submit your request by email
BlackBerry Certification^2,3	One BlackBerry Certification Program exam voucher for each of your Named Callers 2% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 10%) To learn more, click on Training and Certification in the BlackBerry Expert Support Center
BlackBerry Training^2,3	One free onsite training session (up to a maximum of 4 days)⁵ To book training, click on Training and Certification in the Tools menu in the BlackBerry Expert Support Center
BlackBerry Enterprise Volume Licensing	A program which offers improved pricing on Client Access Licenses (CALs) regardless of the quantity being purchased and flexible CAL purchasing options that may help reduce the administrative tasks associated with purchasing Contact your SAM to discuss this offering
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
BlackBerry® Solve newsletter	Enterprise edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues View an edition of the BlackBerry Solve newsletter
Performance and Load Testing Tools²	Access to tools to allow the simulation of scenarios such as update, migration, load balancing and failover so your organization can perform production-type tasks in a virtual environment Contact your SAM to discuss this offering
Named Callers	15 Optional feature: Add Named Callers as required To view the Named Callers on your subscription, click on My Support Agreement in the Tools menu in the BlackBerry Expert Support Center

To purchase optional services, contact your authorized BlackBerry reseller or BlackBerry Solution Sales at 1-800-327-9085 (toll free within North America) or 1-519-888-9137 (international) or email sales@blackberry.com.

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.