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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.
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.
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:
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 email@example.com.
The responsibilities of partners with Tier 3 Support include but are not limited to the following:
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.