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Features and Services

Service Features


Coverage and Access1

Major Incident Management Upon detection or identification of a critical or widespread customer impacting issue, the Major Incident Management team is engaged internally to manage the issue with the assistance of all relevant technical support teams
Direct to Level Two Support
Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue

Preventive Services


Support Service Specialist (SSS)

  • A Support Service Specialist will review outstanding technical issues, interact with Problem Management and manage escalations as required
  • Note: Once a ticket has been open for over 24 hours, it can be escalated to the SSS group. An SSS will strive to respond to you within 4 hours of being engaged
  • To engage the SSS group in the BlackBerry Expert Support Center, click on My Service Requests, click on the ticket you wish to escalate, then click the Engage SSS button
Tech-to-site Assistance
    Optional service: A technical resource is dispatched to your location within 24 to 48 hours

Value-added Features


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
  • 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 all BlackBerry software components
  • To access Service Packs and Hotfixes, click on the Downloads tab in the BlackBerry Expert Support Center
BlackBerry® Training5,6
Named Callers8
  • 5
  • Optional feature: Add Named Callers as required
  • To view the Named Callers on your subscription, click on My Subscriptions 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.

  1. 1

    BlackBerry Expert Support Center availability may be subject to maintenance and technical requirements.

  2. 2

    The 90-second response to telephone support calls isn’t a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.

  3. 3

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

  4. 4

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

  5. 5

    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.

  6. 6

    In order to receive this discount, Named Callers must be certified under the BlackBerry Certification Program. Such certification must be kept up-to-date and identified to RIM at the time of purchase or renewal of the BlackBerry® Technical Support Services. This discount won’t be applied retroactively.

  7. 7

    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.