Response and Escalation Policy
Direct Escalation Policy
Out of Scope Services
When partners contact the BlackBerry Technical Support team, a support ticket is initiated. Each support ticket is assigned a unique ticket number which the BlackBerry Technical Support team uses to track the issue from initiation to resolution. The support ticket number will be provided either at the end of a call with a BlackBerry Technical Support representative or via an automated email message receipt when contacting BlackBerry Technical Support through the BESC. Partners must refer to this support ticket number for all communication relating to that specific issue.
Problem Definition and Classifications
All requests for support are initially deemed to be "problems" by the BlackBerry Technical Support team. When a problem is reported, partners indicate its impact to their end user in an attempt to assist the assigned BlackBerry Technical Support representative to classify the problem's severity.
Problem classifications are outlined in the table below:
A critical incident is defined as a problem that causes a total loss of service for which no procedural workaround exists. This problem may affect either the BlackBerry Enterprise Server or a majority of the deployed BlackBerry smartphones. The problem severely affects the ability to conduct business.
Note: BlackBerry support teams are paged twenty-four (24) hours a day, seven (7) days a week for critical problems and the Problem Management Team will be contacted; customers must agree to be available for engagement 24x7 until relief has been provided.
|Serious||A serious incident is defined as a problem that causes a severe degradation of service to BlackBerry customers. A customer's key business process is impaired but not disabled. Customers may continue their operation, but in a restricted fashion.|
|Normal||A normal incident is defined as a problem that has slightly compromised the ability of a customer to conduct business. The customer's productivity loss is minor. The situation may be temporarily circumvented with an established work-around.|
|Low||A low incident is defined as a problem that has marginally (or not) compromised the ability of a customer to conduct business. The productivity loss is insignificant. This may include a request for service, enhancement, or "how to" request. There is little or no risk of customer impact.|
Note: Severity classifications may be updated during the lifecycle of a problem being worked on by the BlackBerry Technical Support team if the impact to the customer changes. The severity classification will be assigned by BlackBerry, in BlackBerry's sole discretion.
The BlackBerry Technical Support team sets response time goals based on the method of access. The response time goals are outlined in the following table.
|Method of Access||Response-time Goal|
|Telephone||BlackBerry Technical Support representatives strive to answer 80% of all incoming telephone inquiries within 90 seconds|
|BlackBerry Expert Support Center||The initial response time BlackBerry Technical Support representatives will strive to meet for incidents submitted electronically via the BlackBerry Expert Support Center is 2 hours|
Note: The foregoing response-time goals are targets only and Research In Motion (RIM) shall not be considered to be in breach of any of its obligations if it can’t fulfill such target times.
Direct Escalation Process
Should you have technical issues of a Critical and Serious nature and aren't satisfied with the response or resolution provided to you by BlackBerry® Technical Support, use the following escalation path to have your concerns addressed:
- Request to speak to a supervisor.
- Contact BlackBerry Technical Support Management. Provide your support ticket number and details about the situation, including the date and time of the occurrence, by email to TechnicalSupportManagement@rim.com. You will receive a response within one hour.
If, after using one of these escalation paths, you'd like to request additional support or provide direct feedback to the Technical Support Executive team, email TechnicalSupportExecutives@rim.com. Your email will be sent to the Senior Management within Customer Support Operations at Research In Motion (RIM).
If you have general feedback regarding your technical support experience, email firstname.lastname@example.org.
The responsibilities of partners with Tier 3 Support include but are not limited to the following:
- Managing the end user relationship and taking all primary calls from end users. Partners are not to provide their end users with direct access to BlackBerry
- Handling all support incidents except those that can be categorized as Tier III incidents.
- Warm transfer end user calls to BlackBerry when support incidents need to be escalated to BlackBerry. The Named Called must remain on the call to ensure the support incident has been escalated appropriately and to provide details about troubleshooting that they have already performed. If it is determined that the support incident is not a BlackBerry software issue, the BlackBerry support representative will exit the call and the Named Caller must handle the call in accordance with the partner's support policies;
- Ensure that their Named Callers have completed the certification courses required for Tier 3 Support. At all times during the term of the support contract, all Named Callers must be certified, since it is assumed that individuals involved in support of the BlackBerry solution are familiar with the relevant user training and processes outlined here
- Prevent service disruptions by ensuring that Named Callers' information is up to date in the BlackBerry Expert Support Center. BlackBerry will use the BlackBerry Expert Support Center and internal BlackBerry systems to validate Named Callers who contact BlackBerry for support. BlackBerry will use the BlackBerry Expert Support Center and internal BlackBerry systems to validate that Named Callers have the appropriate certification in place. Additionally, the Named Caller information in the BlackBerry Expert Support Center is used to validate Named Callers who contact BlackBerry for support
- Maintain a customer satisfaction tracking solution for the support incidents that the partner handles, and provide BlackBerry with a monthly report of the satisfaction scores for the past month of service.
- Maintain an effective ticketing system whereby partners can track first call resolutions, the number of BlackBerry software tickets received and tickets resolved by the partner
- Train end user's analysts on appropriate BlackBerry software products
- Report software defects and other issues requiring development assistance
- Manage software distribution of fixes and updates to partner's end users
- Upon request by BlackBerry, discuss corrective action with BlackBerry where BlackBerry determines that partner is inappropriately escalating issues. If BlackBerry determines necessary, perform any additional training of partners' personnel
- If requested by BlackBerry, provide records, such as log files or configuration files to aid BlackBerry in effectively troubleshooting and resolving support incidents
- Provide BlackBerry with the following information on a monthly basis:
- IMEI Report
- SRP ID report
- Complete customer list, including customer name, location, number of devices (if the customer is a company)
- Total number of tickets resolved by the partner's organization
- Number of first call resolutions
- Complete list of support incidents including customer name, ticket number, BlackBerry ticket number (if escalated to BlackBerry), date opened, date closed
- Total number of tickets submitted to BlackBerry
- Customer Satisfaction and Ticket Summary Report: provided to BlackBerry account manager or emailed to email@example.com
- Breakdown of customer satisfaction by overall score and number of tickets receiving each score (other satisfaction scores can be included as well)
- High level summary of the definition scoring measurements and how the scoring is performed
BlackBerry will analyze these reports, Named Caller information in the BESC, and certification information through BlackBerry's internal systems to ensure that the partner has fulfilled all of their responsibilities.
Services not described within your designated support level are outside the scope of BlackBerry Partner Support Services and chargeable on a per occurrence basis, at then-current rates. If you request any of these services, BlackBerry Technical Support will inform you, in advance of the service being rendered, that it may be subject to additional charges.
- Software reloads for any component of the BlackBerry solution and restoring software to an operational level as defined in the product specifications
- Support when a virus is detected on your systems; BlackBerry assumes no responsibility for data loss when asked to assist with the cleaning of a virus
- System administrator functions that are the customer's responsibility including, but not limited to,:
- Installation/configuration/testing/tuning of third-party non-factory installed applications, components or products
- Backup and restoration of your system(s) and related data
- Management of customer-tailored parameters
- Creation/modification of scripts unique to your environment
- Product training, including customized operational/technical procedures
- Custom programming or custom application development
- Services relating to application software support, database implementation, population and administration, execution of data loading procedures, data archiving and recovery
- Services resulting from the following causes:
- Customer or any third party's negligence, misuse or abuse
- Failure to operate equipment in accordance with the recommended BlackBerry specifications
- Failure to perform regular preventive maintenance activities
- Acts of third parties
- Improper implementation or operation of software
- Failure to perform those actions as prescribed by BlackBerry during technical troubleshooting
- Services related to unsupported products, once the cause has been isolated to the unsupported product and communicated to you
- BlackBerry Technical Support Services doesn't cover issues with your networks, third-party software solutions or hardware issues