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Support

BlackBerry Mobile Voice System-only
Support Program

With the BlackBerry® Mobile Voice System-only Technical Support Program, businesses are covered with the below support features:

Features

Electronic and telephone ticket submission

24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry® Expert Support Center with a 2-hour response rate

  • BLACKBERRY EXPERT SUPPORT CENTER

  • A secure, online resource center for Named Callers that provides access to self-service tools and resources to help troubleshoot common issues and the ability to create and manage service requests.

BlackBerry Expert Support Center

BlackBerry Mobile Voice System version

  • NAMED CALLERS

  • Individuals such as IT Managers, BlackBerry® Enterprise Server System Administrators and Help Desk staff designated to access the BlackBerry Expert Support Center and submit technical support requests to the BlackBerry Technical Support team.

Named Callers

5

  • PROBLEM MANAGEMENT

  • In the event of a critical incident, there will be an escalation within the BlackBerry Technical Support team to the most appropriate technical employees to resolve the issue.

Problem management

Included

  • BLACKBERRY CERTIFICATION2,3

  • Each of your Named Callers will receive one free BlackBerry Certification Program exam voucher valid towards BlackBerry Mobile Voice System certification programs only.

BlackBerry certification

BlackBerry® Certification Program vouchers

  • BLACKBERRY SOFTWARE UPDATES4

  • Your Named Callers can access full and feature version software updates from the BlackBerry Expert Support Center as they become commercially available for BlackBerry Mobile Voice System.

BlackBerry software updates

BlackBerry Mobile Voice System

  • BlackBerry software service packs and hotfixes

  • From the BlackBerry Expert Support Center, access service packs and hotfixes as they become commercially available for BlackBerry Mobile Voice System.

BlackBerry software service packs and hotfixes

Included

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More options

  1. 1

    The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.

  2. 2

    Service only offered where available.

  3. 3

    A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.

  4. 4

    For solutions being covered and paid for as part of the support subscription only.

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