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Features and Services

Service Features


Coverage and Access1

Direct to Level Two Support Resources
Optional service: Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue
Direct Advanced Response Team (DART) Optional Service: Partners with this service will have all their technical support incidents routed directly to the DART team. Support representatives on the DART tean are BlackBerry's most experienced technical personnel and are trained to resolve complex technical issues. They are also trained to provide route cause analysis of technical issues to help alleviate issue reoccurrence. (The Direct Advanced Response Team is only available as an option to partners who have opted in to the server stream of BlackBerry Partner Support Services)

Preventive Services


Support Service Specialist (SSS)

  • A Support Service Specialist will review outstanding technical issues, interact with Problem Management and manage escalations as required
  • Note: Once a ticket has been open for over 24 hours, it can be escalated to the SSS group. An SSS will strive to respond to you within 4 hours of being engaged
  • To engage the SSS group in the BlackBerry Expert Support Center, click on My Service Requests, click on the ticket you wish to escalate, then click the Engage SSS button
Change Management Planning Services
  • Before a BlackBerry solution update or migration, request a review of your implementation plan
  • If you purchased this service, click on Change Management Planning Services in the Tools menu in the BlackBerry Expert Support Center to submit a request (Change Management Planning Services is only available as an option to partners who have opted in to the server stream of BlackBerry Partner Support Services)

Value-added Features


BlackBerry® Expert Support Center (BESC)

  • A secure, online resource for Named Callers that provides access to self-service tools such as the Enterprise Activation Readiness Tool and SRP ID Lookup Tool
  • Click on the Help tab in the BlackBerry Expert Support Center to learn more about this resource
BlackBerry® Infrastructure Status and Notifications Tool3
BlackBerry Technical Webcast Series

BlackBerry® Solve Newsletter
Named Callers4
  • 10
  • Optional feature: Add Named Callers as required
  • To view the Named Callers on your subscription, click on My Subscriptions in the Tools menu in the BlackBerry Expert Support Center

To purchase optional services, contact your authorized BlackBerry reseller or BlackBerry Solution Sales at 1-800-327-9085 (toll free within North America) or 1-519-888-9137 (international), or email sales@blackberry.com.

  1. 1

    BlackBerry Expert Support Center availability may be subject to maintenance and technical requirements.

  2. 2

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

  3. 3

    A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).

  4. 4

    Named Callers aren’t permitted to transfer their end users to BlackBerry Technical Support. Named Callers are the only individuals that can interact with BlackBerry Technical Support.