Response and Escalation Policy
Out of Scope
When you contact the BlackBerry® Technical Support team, a support ticket is initiated. Each support ticket is assigned a unique ticket number (for example, INC00001234567), which is used to track your issue from initiation to resolution.
The support ticket number will be provided either at the end of a call with a support representative or via an automated email message receipt when contacting BlackBerry Technical Support through the BlackBerry Expert Support Center.
Use 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 you report a problem, indicate its impact to your organization to assist the assigned BlackBerry Technical Support representative in classifying the problem’s severity.
The severity classification of a problem is determined by the BlackBerry Technical Support representative and yourself.
|Critical||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: Research In Motion (RIM) support teams are paged 24 hours a day, 7 days a week for critical problems and the Problem Management Team will be contacted. You 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. Your key business process is impaired but not disabled. You may continue your operation, but in a restricted fashion|
|Normal||A normal incident is defined as a problem that has slightly compromised your ability to conduct business. Your 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 your ability 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 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 RIM, in RIM’s sole discretion.
The BlackBerry® Technical Support team sets response-time goals based on the method of access.
|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 1 hour|
Note: The foregoing response-time goals are targets only and 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 toTechnicalSupportManagement@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.
As a member of the BlackBerry® Alliance Program, you assume the following responsibilities:
- Manage the direct end customer relationship
- Accept all initial incident creation requests from the end customer
- Perform triage and attempt problem resolution
- Train end customer’s analysts on appropriate Research In Motion (RIM) software products
- Escalate Tier III issues requiring further investigation by BlackBerry technical support experts
- Report software defects and other issues requiring development assistance
- Manage software distribution of fixes and updates to your end customers
To effectively troubleshoot and resolve a problem, Research In Motion (RIM) may require you to provide records, such as log files or configuration files. If the requested information is not provided, it may impede RIM’s ability to resolve the reported problem.
It’s assumed individuals involved in support of the BlackBerry® solution products and systems are familiar with the processes outlined in this plan. It’s also assumed these individuals have received the required user training on any BlackBerry solution product or system they’re supporting.
Customer Responsibility Examples
Examples of customer responsibility for support and system maintenance include, but aren’t limited to,:
- Daily/weekly operator preventive maintenance tasks
- Providing RIM with accurate information about systems and software being operated to allow accurate and efficient troubleshooting of submitted incidents
- Providing RIM with a current list of all BlackBerry solution SRP IDs to be supported on the subscription
- Ensuring Named Callers associated with an account are verified on a regular basis and any changes to assigned Named Callers are communicated to RIM
- Site preparation and related environmental requirements
- User privileges
- Data loading procedures
- Maintenance of a centralized reference library for related product and system documentation
- Archive, back-up, recovery and periodic testing plans
- Assisting RIM to research and verify compatibility of recommended software patches
- Performing basic, initial problem isolation and identification before reporting an incident to BlackBerry Technical Support
- Participating in evaluating problem escalation priorities, when necessary
- Coordinating, facilitating and participating in periodic support reviews and technology meetings
- Supporting products not supported by RIM
- Scheduling change implementation activity
- Reviewing system change activity prior to implementation
- Providing facilities outside the production environment to test changes before implementation
- Ownership of approval to change to the system
- Verification of functionality after a change to the system
As a member of the BlackBerry® Alliance Program, you’re expected to troubleshoot all Tier I and Tier II BlackBerry software issues before contacting BlackBerry Technical Support. BlackBerry Technical Support will only assist with Tier III issues. Research In Motion (RIM) reserves the right to charge a fee for support incidents that don’t qualify as Tier III issues. You’ll be warned in advance that charges may apply.
Description of Tier I, II and III Issues
- Tier I: Basic smartphone issues that can be resolved by following a knowledge base article
- Tier II: Issues that generally require operating system, software and network debugging to identify the root cause of the problem
- Tier III: High-impact issues that require development assistance
Examples of Out-of-scope Services
Services not described within your designated support level are outside the scope of BlackBerry® Technical 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. Examples of services not covered by BlackBerry Technical Support Services include, but aren’t limited to,:
- 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; Research In Motion (RIM) 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 RIM 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 RIM 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