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BlackBerry Business Cloud Services Syndicated Partners

The following information provides an overview of the technical support services that have been made available to BlackBerry Business Cloud Services subscribers directly from Research In Motion.

Technical support contact details

Note: For those syndication partners that would like to explore alternative technical support arrangements with Research In Motion, please email Research In Motion, provide your telephone and email address and you will be contacted.

1. How are customers notified regarding the details of their support subscription?

Upon registering for BlackBerry® Business Cloud Services, the customer will have received a welcome email containing the link to the BlackBerry® Expert Support Center (BESC), along with their login credentials. Once the customer has logged-in to the BlackBerry Expert Support Center, they will find their subscription code at the top of the Home screen. The customer will be prompted for their subscription code when they call the RIM technical support line. The email will originate from blackberryorders@rim.com.

Customers should check their spam filter if they do not receive the welcome e-mail. The welcome e-mail will be sent to the individual who enrolled in BlackBerry Business Cloud Services and this person needs to go into BlackBerry Expert Support Center to add other Named Callers to their account. If the customer cannot remember their password for the BlackBerry Expert Support Center, they can use the forgot password function to receive a temp password via e-mail (the e-mail address they registered with will be their username).

2. Multilingual technical support available

Technical support will be available in English, French, Italian, German, Spanish, Japanese and Brazilian Portuguese.

3. What is the Technical Support Phone Number?

Select your country from the Telephone Support menu below.

Telephone Support Number

00 80025523771
0011 80025523771 (international toll free number)
+1 (647) 426-7079
080079130
0-800-891-8307
+1 (647) 426-1108
18772552377
12300209705
0-18005180903
+1 (647) 426-7091
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
00800-255-23771
00800-255-23771
+1 (647) 426-1108
0080025523771
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
(001) 647-426-1110
08003006181
+1 (647) 426-1108
+1 (647) 426-1108
+1 (647) 426-1108
080027194
80025523771
+1 (647) 426-1108
00-18005145543
08000249638
80025523771
+1 (647) 426-1108
+1 (647) 426-7091
+1 (647) 426-1108
+1 (647) 426-1108
18002040040
+1 (647) 426-1108
8001012095
+1 (647) 426-1108
+1 (647) 426-1108
80025523771
00800-255-23771
+1 (647) 426-1108
+1 (647) 426-7079
80025523771
+1 (647) 426-1108
+1 (647) 426-7091
0800 096 2201
18772552377


4. What is the link to the BlackBerry Expert Support Center?

https://www.blackberry.com/besc/dashboard

5. How many end callers are authorized to use the support?

Up to five people from each customer are authorized to use the support service. The list of named callers can be modified by logging into the BlackBerry Expert Support Center and selecting the "Account" tab.

Note: The administrator who enables BlackBerry Business Cloud Services within the Office 365 admin portal will be the one that receives the welcome email mentioned above. This person will then access the BlackBerry Expert Support Center to add the additional four named callers to their account.

Technical training and documentation available to syndication partners and their customers

If your customers need support during the BlackBerry Business Cloud Services migration process or they desire access to higher levels of service, please inform them that they can purchase Advanced Support Services from RIM.

Should your customer be directed to RIM for further assistance?

Basic questions that Syndication Partner Support Representatives can ask to identify whether or not the customer should be directed to RIM for assistance.

1. Has the administrator enabled BlackBerry Business Cloud Services as an authorized service on their admin Home page?

  • If yes, the customer should be directed to RIM for further investigation.
  • If no, then customer should proceed with enabling BlackBerry Business Cloud Services as an authorized service within the admin Home page.

2. Can the end user send and receive PIN-to-PIN messages on their BlackBerry smartphone?

  • If yes, then BlackBerry service should be functioning normally.
  • If no, then the customer should contact RIM for support.

3. Can the end user access Exchange Online and send/receive email but is still not receiving email on their BlackBerry smartphone?

  • If yes, then customer should be directed to RIM for support.
  • If no, then further investigation may be required within the Microsoft environment.
  • Note: Customers can take the following steps to check the "Service Health" for Microsoft® Office 365 to diagnose whether or not there are any current events that may be impacting the service:
    1. Navigate using Internet Explorer to portal.microsoftonline.com
    2. Enter your Microsoft Office 365 credentials for an administrator for your company.
    3. Click the Admin tab along the top.
    4. Under the Support heading, select Service Health.

4. Is the customer having issues managing BlackBerry Business Cloud Services?

  • If yes, then customer should be directed to RIM for further investigation.

5. Is the customer having issues authenticating to BlackBerry Business Cloud Services?

  • If yes, then customer should be directed to RIM for further investigation.
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    Some fees may apply when using an international toll-free number. Please check with your carrier.