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Direct Escalation Policy
Out of Scope Services
When organizations contact the BlackBerry® Technical Support team, a support ticket is initiated. Each support ticket is assigned a unique ticket number (for example, INC00001234567), which is used to track your issue from initiation to resolution.
The support ticket number will be provided either at the end of a call with a support representative or via an automated email message receipt when contacting BlackBerry Technical Support through the BlackBerry Expert Support Center.
Organizations must refer to this support ticket number for all communication relating to that specific issue.
All requests for support are initially deemed to be problems by the BlackBerry® Technical Support team. When you report a problem, indicate its impact on your organization to assist the assigned BlackBerry Technical Support representative in classifying the problem’s severity.
Problem classifications are outlined in the table below:
A critical incident is defined as a problem that causes a total loss of service for which no procedural workaround exists. This problem may affect either the BlackBerry® Enterprise Server or a majority of the deployed BlackBerry smartphones. The problem severely affects the ability to conduct business.
Note: RIM support teams are available 24x7 for critical problems and the Problem Management Team will be contacted; customers must agree to be available for engagement 24x7 until relief has been provided.
|Serious||A serious incident is defined as a problem that causes a severe degradation of service to RIM customers. A customer’s key business process is impaired but not disabled. Customers may continue their operation, but in a restricted fashion.|
|Normal||A normal incident is defined as a problem that has slightly compromised the ability of a customer to conduct business. The customer’s productivity loss is minor. The situation may be temporarily circumvented with an established work-around.|
|Low||A low incident is defined as a problem that has marginally (or not) compromised the ability of a customer to conduct business. The productivity loss is insignificant. This may include a request for service, enhancement, or "how to" request. There is little or no risk of customer impact.|
Note: Severity classifications may be updated during the lifecycle of a problem being worked on by the BlackBerry Technical Support team if the impact to the customer changes. The severity classification will be assigned by RIM, at the sole discretion of RIM.
Should you have technical issues of a Critical and Serious nature and aren't satisfied with the response or resolution provided to you by BlackBerry® Technical Support, use the following escalation path to have your concerns addressed:
If, after using one of these escalation paths, you'd like to request additional support or provide direct feedback to the Technical Support Executive team, email TechnicalSupportExecutives@rim.com. Your email will be sent to the Senior Management within Customer Support Operations at Research In Motion (RIM).
If you have general feedback regarding your technical support experience, email firstname.lastname@example.org.
The BlackBerry® Technical Support team sets response time goals based on the method of access. The response time goals are outlined in the following table.
|Method of Access||Response-time Goal|
|Telephone||BlackBerry Technical Support representatives strive to answer 80% of all incoming telephone inquiries within 90 seconds.|
|BlackBerry Expert Suppport Center||BlackBerry Technical Support representatives will strive to respond to all incidents submitted through the BlackBerry Expert Support Center within 4 hours of submission.|
Note: The foregoing response-time goals are targets only and RIM shall not be considered to be in breach of any of its obligations if it cannot fulfill such target times.
To effectively troubleshoot and resolve a problem, RIM may require customers to provide user information such as email address, or first and last name. If the requested information is not provided, it may impede RIM’s ability to resolve the reported problem.
It's assumed that individuals involved in support of the BlackBerry® solution products are familiar with the processes outlined in this plan. It's also assumed that these individuals have received the required user training on any BlackBerry solution product they are supporting.
Examples of customer responsibility for support and system maintenance include but are not limited to the following:
Services that are not mentioned in the descriptions above, are outside the scope of BlackBerry® Technical Support for BlackBerry® Business Cloud Services and are chargeable to the customer on a per occurrence basis, at then-current rates. If a customer requests any of these services, BlackBerry Technical Support will inform the customer, 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 are not limited to the following: