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Features and Services

Service Features


Coverage and Access1

Major Incident Management Upon detection or identification of a critical or widespread customer impacting issue, the Major Incident Management team is engaged internally to manage the issue with the assistance of all relevant technical support teams

Preventive Services


Support Service Specialist (SSS)

  • Optional service: 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
Health Check Services
  • Optional service: Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution
  • If you purchased this service, click on Health Check Services in the Tools menu in the BlackBerry Expert Support Center to submit a request
Change Management Planning Services
  • Optional service: 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
Tech-to-site Assistance
    Optional service: A technical resource is dispatched to your location within 24 to 48 hours

Value-added Features

BlackBerry Software Assurance 
  • BlackBerry Software Assurance provides Upgrade and Update rights to customers on Advantage Support and higher. This allows you to upgrade your perpetual Client Access Licenses to the latest version of BlackBerry Enterprise Service Silver licenses on a one-for-one basis for an unlimited period of time, as long as your organization continues to have an active Advantage level (or higher) BlackBerry Technical Support Services subscription. Your organization will also have access to the latest version of BlackBerry Enterprise Service as it becomes commercially available. To upgrade your licenses visit the BlackBerry Expert Support Center, click on the Servers tab and follow the instructions.
BlackBerry Expert Support Center
  • 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 Status4
BlackBerry Certification5,6,7
  • One BlackBerry® Certification Program exam voucher for each of your Named Callers
  • 1.5% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 5%)
  • To learn more, click on Training and Certification in the Tools menu in the BlackBerry Expert Support Center
BlackBerry® Training5,6
BlackBerry Technical Support Webcast Series

BlackBerry® Solve Newsletter
Named Callers8
  • 5
  • 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.

Learn More

  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

    Service is available only if customer has opted for Support Service Specialist option as part of the subscription.

  5. 5

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

  6. 6

    In order to receive this discount, Named Callers must be certified under the BlackBerry Certification Program. Such certification must be kept up-to-date and identified to RIM at the time of purchase or renewal of the BlackBerry® Technical Support Services. This discount won’t be applied retroactively.

  7. 7

    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.