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|Coverage and Access||
|Major Incident Management||
Upon detection or identification of a critical or widespread customer impacting issue, the Major Incident Management team will:
|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.|
|Monthly Support & Business Report||
|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:
|Enhanced Monitoring and Proactive Notification||
|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:
|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.|