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Contacting BlackBerry for Support

BlackBerry Care Support provides your organization with direct access to the technical experts at BlackBerry in order to help achieve maximum uptime and stability for BlackBerry Enterprise Service 10. BlackBerry Care Support provides coverage solely for BlackBerry Enterprise Service 10 related issues. Customers that require technical support for legacy BlackBerry server products such as BlackBerry Enterprise Server or BlackBerry Enterprise Server Express have the option to purchase a BlackBerry Technical Support Services subscription, which offers 24x7 support coverage for all BlackBerry software products.

BlackBerry Expert Support Center

You can submit issues electronically through the BlackBerry® Expert Support Center. To submit an issue in the BlackBerry Expert Support Center, click on the My Service Requests icon in the Tools menu, then click Create Service Request. Log in to the BlackBerry Expert Support Center

Support Program Features

Find out about the features and services included with your subscription, such as coverage and access, number of named contacts and access to the BlackBerry Expert Support Center.

Response and Escalation

Learn about the escalation process and response times, including the process for submitting a ticket to BlackBerry Technical Support, problem classification and definition, proposed response times and subscriber responsibilities.

Software Maintenance

When you install software updates, including hotfixes and service packs, you can take advantage of the latest features as soon as they become available. Learn more about software updates

BlackBerry Alliance Tier II Support Member Program Features
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