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Support Program Features

Service Features

Coverage and Access
  • 24x7 telephone support with an average 90-second response
  • Electronic incident submission to BlackBerry® Expert Support Center with a four hour response by telephone or email
  • Telephone and electronic support is currently only available in English.
Major Incident Management

Upon detection or identification of a critical or widespread customer impacting issue, the Major Incident Management team will:

  • manage the issue with the assistance of all relevant technical support teams
  • mitigate the impact of a critical or widespread issue, while working to quickly resolve it
  • look for opportunities to prevent future occurrences of the issue through root cause analysis
Direct to Level 2 Support All calls placed by Named Callers route directly to a more qualified technical resource at RIM who has additional experience and should be able to bring issues to resolution in a more efficient manner.
Account Management
  • An Account Manager will be assigned by RIM as your primary point of escalation in the event one of your technical issues requires additional attention
  • Account Manager will conduct a monthly service review call to discuss the following topics:
    • Monthly Support & Business Report (see below)
    • Any upcoming changes/maintenance to the BlackBerry® Business Cloud Service to make you aware of potential impacts
  • Account Manager will notify you in the event that a Service Impacting Event is occurring at RIM
Monthly Support & Business Report
  • The Account Manager will create and deliver a monthly Service Review report to your Named Callers
  • Report will include support case history from previous month and details about usage of BlackBerry Business Cloud Service (i.e. most active users, deployment growth, device information)
  • Report will be reviewed by Account Manager during the monthly service review call, as noted above
BlackBerry health status – service interrupting events

A service-interrupting event is an event that affects the delivery of BlackBerry Business Cloud Services. Service interrupting events occur when a portion of the service infrastructure becomes unresponsive and unavailable to customers. Service interrupting events are categorized by severity levels.

There are two types of service interrupting events:

  • Planned downtime (maintenance events)
  • Unplanned downtime
Enhanced Monitoring and Proactive Notification
  • RIM Customer Network Operations Center monitors service impacting events
  • Any high severity event lasting more than 5 minutes will trigger a proactive notification from RIM. This will include a general notification and a notification specific to your company which will list your impacted users. Depending on the severity of the issue, you will then receive updates either every 30-60 minutes until the issue has been resolved.
  • Notification includes an incident case number (with issues of the outage included) in case you would like to call a Technical Support Analyst for further investigation. If you choose to contact support, please be ready to supply your Subscription Code along with the incident case number from the notification.
Named Callers
  • Allotment of Named Callers increases to 10 (instead of five)
  • Named Callers are individuals within your organization that have the ability to contact support and open tickets for technical issues.
  • Additional Administrators can be given access to the BlackBerry Expert Support Center to take advantage of all of the tools and resources made available, but they will be unable to log support tickets. To give additional administrators access to the BlackBerry Expert Support Center, click on the Account tab in the BlackBerry Expert Support Center, select Support Staff Management, then click the Secondary Access Users tab.

Value Added Services

BlackBerry® Expert Support Center

The BlackBerry Expert Support Center is a secure online resource center available to customers with a BlackBerry® Technical Support for Blackberry Business Cloud Services subscription. Log in details will be provided to each identified Named Caller.

The BlackBerry Expert Support Center provides access to self-service tools and resources to help troubleshoot common issues. This includes access to the BlackBerry Technical Solution Center, software documentation and product tutorials. In addition, Administrators may access the following tools:

  • Enterprise activation readiness – Verify that a BlackBerry smartphone is ready for the enterprise activation process by running three online tests. All that is required is a BlackBerry smartphone personal identification number (PIN), serial number and email address.
  • Create and manage service requests – Named Callers may create, view, and add comments to open service requests associated with their support subscription.
  • View support subscription details – Named Callers can:
    • View support agreements
    • Access subscription expiry dates
    • Access all Named Callers active on the subscription
    • Link to BlackBerry® Technical Support Services Welcome Package
BlackBerry® Training
  • Administrators gain access to web based BlackBerry Expert Support Centre training modules
  • Training modules focus on troubleshooting connectivity, mail flow and smartphone functionality
Support Community Forums for BlackBerry Business Cloud Services Access to online community forums that allow you to ask questions, find answers, and help your fellow BlackBerry Business Cloud Services users resolve their issues. We encourage customers to visit these forums and participate in the discussions.