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 two-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 three online tests
    • Product tutorials and archived BlackBerry Technical Support webcasts
    • The BlackBerry Technical Knowledge Center and software documentation

BlackBerry® Infrastructure Status2

  • Access to a support tool that shows the status of the BlackBerry Infrastructure
  • View status indicator in the BlackBerry Expert Support Center

Health Check Services3,4,5

  • Submission of BlackBerry® Enterprise Server log files for comprehensive review to help solution stability. Partner will receive a detailed findings report that can be shared with the customer
  • Note: this service is available at a cost of $2,230/per report
Discount on Onsite and/or Open Session Training
BlackBerry® Solve newsletter

BlackBerry Technical Support Webcast Series

Named Callers6

  • Designated technical contacts within your organization who are authorized to contact BlackBerry Technical Support
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  1. 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.

  2. 2

    A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).

  3. 3

    Service is available only if customer has opted for Support Service Specialist option as part of the subscription.

  4. 4

    A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and Research In Motion (RIM) for this service to take place.

  5. 5

    Customers can submit logs from as many as 5 BlackBerry Enterprise Server instances twice per contract year.

  6. 6

    Named Callers aren’t permitted to transfer their end users to BlackBerry Technical Support. Named Callers are the only individuals that can interact with BlackBerry Technical Support.

Incident-based Pricing

Service Features

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Applicable Alliance Level

Elite

Price Per Incident

$4501

Annual Partner Support Program Fee

$3,000

Health Check Service Incidents

$2,230/report2

How does the per incident fee structure work?

he BlackBerry® Partner Support Services Program offers technical assistance to eligible BlackBerry Alliance partners based on a price per incident. A single support incident may involve multiple phone calls, emails and offline research. An incident is defined as the service event starting from the initial customer call until closure or resolution of the problem or issue.

What’s an incident and when will I be charged for one?

BlackBerry Partner Support Services provides assistance for problems with specific symptoms encountered while using a BlackBerry software product, where there’s a reasonable expectation that the problem is caused by the BlackBerry software product.

The BlackBerry Partner Support program is delivered on an incident basis, either online or by telephone. An incident is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that can’t be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident.

If a problem is determined by Research In Motion (RIM) to be the result of a defect in a BlackBerry software product, the customer will not be charged for that incident. For further clarification, a software defect is defined as an issue that results in either a ‘new’ Development Task (DT) being logged within the RIM or is associated with an existing, ‘undocumented’ Development Task. All documented Development Tasks are posted as knowledge base articles and are searchable via the BlackBerry Technical Solution Center. Please also note that tickets deemed to be Feature Enhancement Requests will not be charged for either.n that the problem is caused by the BlackBerry software product.

Disputed charges around incidents

Partners that feel they have been charged an incident in error can email alliancesupportinquiry@rim.com to have the matter investigated. Please include your T-Code, company name, incident number, along with the date that the incident was closed.

Health Check Service incidents

Definition of service
The Health Check Services offer allows a partner to submit, on their customers’ behalf, the BlackBerry® Enterprise Server log files to the BlackBerry Technical Support team for review. A technical resource will run these log files through a health check utility, which analyzes the files to identify trends, common error messages and other key data points to identify environmental and mail delivery/latency issues.

Upon reviewing the output of the health check utility, the technical resource will be able to identify areas within the customer’s technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future.

A findings report will be provided each time this service is delivered and, where appropriate, the report will provide recommendations for increasing supportability and functionality of the customer’s BlackBerry deployment.

Per incident fee per report: $2,230/per report2.

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  1. 1

    Invoiced on a monthly basis according to the total number of closed incidents.

  2. 2

    Invoiced during the month the report was issued.

Health Check Service Incidents

Definition of service

The Health Check Services offer allows a partner to submit, on their customers’ behalf, the BlackBerry® Enterprise Server log files to the BlackBerry Technical Support team for review. Log files for the associated SRD ID’s should all belong to the same customer. A technical resource will run these log files through a health check utility, which analyzes the files to identify trends, common error messages and other key data points to identify environmental and mail delivery/latency issues.Upon reviewing the output of the health check utility, the technical resource will be able to identify areas within the customer’s technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future.

A findings report will be provided each time this service is delivered and, where appropriate, the report will provide recommendations for increasing supportability and functionality of the customer’s BlackBerry deployment.

Per incident fee per report: $2,230/per report.

Requesting a Health Check Service Incident

In order to submit BlackBerry Enterprise Server logs files as part of the Health Check Service, please refer to the following:

  1. Log in to the BlackBerry Expert Support Center using your login and password.
Requesting a Health Check Service Incident
  1. Click on the Account tab and then select Register Software.
Requesting a Health Check Service Incident
  1. Add the appropriate SRP IDs (along with authentication keys) to be included in the Health Check Service.
Requesting a Health Check Service Incident
  1. Under the Tools tab, select Health Check Services.
Requesting a Health Check Service Incident
  1. Select the SRP IDs from the drop down (maximum 5 SRP IDs) and upload one weeks worth of BES log files.
  2. After submission, a ticket will automatically be created. You will be contacted to verify and authorize that RIM move forward with the Health Check Service.
  3. Once the Health Check Service report is complete, you will be contacted in order to schedule a time to review the findings.
  4. Upon receipt of the report, you will be invoiced for the amount owing.

Out-of-scope Services

As a member of the BlackBerry® Alliance Program, you’re expected to troubleshoot all Tier I and Tier II BlackBerry software issues before contacting BlackBerry Technical Support.

Description of Tier I, II and III issues

  • Tier I: basic smartphone issues that can be resolved by following a knowledge base article
  • Tier II: issues that generally require operating system, software and network debugging to identify the root cause of the problem
  • Tier III: high-impact issues that require development assistance

Examples of out-of-scope services

Services not described within your designated support level are outside the scope of BlackBerry Technical Support and chargeable on a per occurrence basis, at then-current rates. If you request any of these services, BlackBerry Technical Support will inform you, in advance of the service being rendered, that it may be subject to additional charges. Examples of services not covered by BlackBerry® Technical Support Services include, but aren’t limited to,:

  • Software reloads for any component of the BlackBerry solution and restoring software to an operational level as defined in the product specifications
  • Support when a virus is detected on your systems; Research In Motion (RIM) assumes no responsibility for data loss when asked to assist with the cleaning of a virus
  • System administrator functions that are the customer’s responsibility including, but not limited to,:
    • Installation/configuration/testing/tuning of third-party non-factory installed applications, components or products
    • Backup and restoration of your system(s) and related data
    • Management of customer-tailored parameters
    • Creation/modification of scripts unique to your environment
  • Product training, including customized operational/technical procedures
  • Custom programming or custom application development
  • Services relating to application software support, database implementation, population and administration, execution of data loading procedures, data archiving and recovery
  • Services resulting from the following causes:
    • Customer or any third party’s negligence, misuse or abuse
    • Failure to operate equipment in accordance with the recommended RIM specifications
    • Failure to perform regular preventive maintenance activities
    • Acts of third parties
    • Improper implementation or operation of software
    • Failure to perform those actions as prescribed by RIM during technical troubleshooting
  • Services related to unsupported products, once the cause has been isolated to the unsupported product and communicated to you
  • Issues with your networks, third-party software solutions or hardware issues

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