Support Program Features
Features and Services
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|
Support Service Specialist (SSS)
BlackBerry Expert Support Center
|BlackBerry Software Service Packs and Hotfixes||
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 firstname.lastname@example.org.
BlackBerry Expert Support Center availability may be subject to maintenance and technical requirements.
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.
A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
Service is available only if customer has opted for Support Service Specialist option as part of the subscription.
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.
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.
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.