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BlackBerry Technical Support Services for Small and Medium Business

 

Focus on your business and let the experts take care of your support needs

BlackBerry® Technical Support Services for Small and Medium Business provides your business with reliable and affordable technical support directly from the manufacturer of your BlackBerry devices and software, including the BlackBerry® PlayBook™ tablet.

The three levels of BlackBerry Technical Support Services for Small and Medium Business are designed to meet the support needs of your organization's entire BlackBerry environment, including BlackBerry® Management Center, BlackBerry® Enterprise Server Express, BlackBerry® Enterprise Server or BlackBerry® Mobile Voice System software.

Basic Support

Introductory support that offers 24x7 electronic incident submission with an 8-hour response rate by phone or email for customers with 30 or fewer BlackBerry smartphone and/or BlackBerry PlayBook tablet users. Also includes certification vouchers and discounts.

Enhanced Support

Introductory support that provides 24x7 telephone and electronic incident submission, with a 4-hour response rate for electronic submissions. Also includes certification vouchers and discounts.

Advantage Support

Direct, 24x7 access to technical experts by phone, plus free software updates and the ability to submit incidents by phone and electronically with a 2-hour response rate. BlackBerry® Enterprise Server Trade-Up Key also available.

 

Basic Support

Ready to Buy?

Basic Support is an introductory support level for customers with 30 or fewer BlackBerry® smartphone and/or BlackBerry® PlayBook™ tablet users who are looking to minimize support costs. Your technical issues will be submitted electronically, with an 8-hour response rate by telephone or email.

You'll also have access to self-service tools such as the BlackBerry® Expert Support Center, technical webcasts, BlackBerry® Certification Program exam vouchers and discounts, and the BlackBerry® Solve newsletter.

Service Features

Coverage and Access 24x7 electronic incident submission, with an 8-hour response rate by telephone or email

Value-added Features

BlackBerry Expert Support Center A secure, online resource for Named Callers that provides access to self-service tools and resources
BlackBerry® Infrastructure Status1 Access to a support tool that shows the status of the BlackBerry Infrastructure
BlackBerry Certification2,3 One BlackBerry Certification Program exam voucher for each of your Named Callers
BlackBerry® Training2,3 Web-based training through the BlackBerry Expert Support Center and 25% off open session training
BlackBerry Technical Support Webcast Series Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios
BlackBerry Solve Newsletter SMB edition of the monthly Newsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues
Named Callers 2

Not all services are available for BlackBerry® Management Center subscribers. Learn more about available services for each product.

Not sure if Basic Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at 1-800-327-9085 or sales@blackberry.com

Find out if BlackBerry Technical Support Services is available in your country

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
2 - Service only offered where available.
3 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.

 

Enhanced Support

Ready to Buy?

Enhanced Support offers an affordable introductory level of support for your entire BlackBerry® environment, including the BlackBerry® PlayBook™ tablet. Your technical issues will be submitted by telephone or electronically, with a 4-hour response rate1.

You'll also have access to self-service tools such as the BlackBerry® Expert Support Center, technical webcasts, BlackBerry® Certification Program exam vouchers, training discounts and the BlackBerry® Solve newsletter.

Service Features

Coverage and Access
  • 24x7 telephone support with an average 90-second response2
  • Electronic incident submission with a 4-hour response rate by telephone or email

Value-added Features

BlackBerry Expert Support Center A secure, online resource for Named Callers that provides access to self-service tools and resources
BlackBerry Software Service Packs and Hotfixes Available for any BlackBerry software components covered under your support subscription
BlackBerry® Infrastructure Status1 Access to a support tool that shows the status of the BlackBerry Infrastructure
BlackBerry Certification3,4 One BlackBerry Certification Program exam voucher for each of your Named Callers
BlackBerry® Training3,4 Web-based training through the BlackBerry Expert Support Center and 25% off open session training
BlackBerry Technical Support Webcast Series Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios
BlackBerry Solve Newsletter SMB edition of the monthly Newsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues
Named Callers 2

Not all services are available for BlackBerry® Management Center subscribers. Learn more about available services for each product.

Not sure if Enhanced Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at 1-800-327-9085 or sales@blackberry.com

Find out if BlackBerry Technical Support Services is available in your country

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
2 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
3 - Service only offered where available.
4 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.

 

Advantage Support

Ready to Buy?

Advantage Support provides support that's based on creating a relationship with you and your organization. Features like problem management, software updates and optional services such as Direct to Level Two Support, Health Checks, and Change Management and Planning services help the BlackBerry Technical Support team work with you to manage problems and avoid technical issues.

The BlackBerry® Enterprise Server Trade-Up Key is also available, allowing you to upgrade to BlackBerry® Enterprise Server v5.0 Service Pack 3 at no additional cost.1

You'll also have access to self-service tools such as the BlackBerry® Expert Support Center, technical webcasts, BlackBerry® Certification Program exam vouchers and the BlackBerry® Solve newsletter.

Service Features

Coverage and Access
  • 24x7 telephone support with an average 90-second response2
  • Electronic incident submission with a 2-hour response rate by telephone or email
Problem Management Critical technical issues can be managed in a formal Problem Management process
Direct to Level Two Support Optional service: Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue
Application Development Support Incidents Optional service: Purchase 10 application development support incidents to troubleshoot issues with custom application development for your BlackBerry platform

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
Tech-to-site Assistance Optional service: A technical resource is dispatched to your location within 24 to 48 hours
Health Check Services3,4 Optional service: Submit your BlackBerry Enterprise Server log files for review to identify areas within your environment that are the likely cause of existing issues and/or items that may cause future issues
Change Management Planning Services Optional service: Before a BlackBerry solution update or migration, you can request a review of your implementation plan

Value-added Features

BlackBerry Expert Support Center A secure, online resource for Named Callers that provides access to self-service tools and resources
BlackBerry Software Service Packs and Hotfixes Available for all BlackBerry software components
BlackBerry Software Updates5 Available for any BlackBerry software components covered under your support subscription
BlackBerry® Infrastructure Status6

Access to a support tool that shows the status of the BlackBerry Infrastructure
BlackBerry Certification3,7
  • One BlackBerry Certification Program exam voucher for each of your Named Callers
  • 1% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 5%)
BlackBerry® Training3,7 Choose between one Named Caller enrolling in a series of online webcasts or your organization receiving a 50% discount on open session training for each of your Named Callers
BlackBerry Technical Support Webcast Series

Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios
BlackBerry Solve Newsletter SMB edition of the monthly Newsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues
Named Callers
  • 5
  • Optional feature: Add Named Callers as required
BlackBerry Enterprise Server Trade-Up Key1

Updates your organization from older, outdated versions of BlackBerry Enterprise Server to the latest version for no additional cost

Not sure if Advantage Support is right for you?

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at 1-800-327-9085 or sales@blackberry.com

Find out if BlackBerry Technical Support Services is available in your country

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - Trade up key applies to customers using BlackBerry® Professional Software v4.1.4 or BlackBerry® Enterprise Server - Small Business Edition only.
2 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
3 - A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.
4 - Customers can submit logs from as many as five BlackBerry Enterprise Server 5 - For solutions being covered and paid for as part of the support subscription only.
6 - A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
7 - Service only offered where available.

 

Support Level Comparison

View the support level comparison below to compare the features and services offered by each level of support. To learn more about what's included in each service offering, view the feature descriptions section below.

If you need assistance choosing the right level of support for your organization, use the BlackBerry® Technical Support Services solution chooser.

Service Features

Feature Basic Support Enhanced Support Advantage Support
Coverage and Access 24x7 electronic incident submission via the BlackBerry® Expert Support Center with an 8-hour response rate 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response rate 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response rate
Problem Management N/A N/A Included
Direct to Level Two Support Resources N/A N/A Optional
Application Development Support Incidents N/A N/A Optional

Preventive Services

Feature Basic Support Enhanced Support Advantage Support
Support Service Specialist (SSS) N/A N/A Optional
Health Check Services N/A N/A Optional
Change Management and Planning Services N/A N/A Optional
Tech-to-site Assistance N/A N/A Optional

Value-added Services

Feature Basic Support Enhanced Support Advantage Support
BlackBerry Expert Support Center Included Included Included
BlackBerry Software Service Packs and Hotfixes Included Included Included
BlackBerry Software Updates2 N/A N/A BlackBerry® Enterprise Server and other supported BlackBerry software products covered under your support subscription
BlackBerry® Infrastructure Status3 View status indicator in BlackBerry Expert Support Center View status indicator in BlackBerry Expert Support Center View status indicator in BlackBerry Expert Support Center
BlackBerry® Training and BlackBerry Certification4,5 Web-based, BlackBerry® Certification Program vouchers and 25% off open session training Web-based, BlackBerry Certification Program vouchers and 25% off open session training Web-based or 50% discount on instructor-led training and BlackBerry Certification Program vouchers
BlackBerry® Enterprise Server Trade-Up Key N/A N/A Included
BlackBerry Technical Support Webcast Series Included Included Included
BlackBerry® Solve Newsletter Included Included Included
Named Callers 2 2 5

Not all services are available for BlackBerry® Management Center subscribers. Learn more about available services for each product.

Feature Descriptions

Service Features:

  • Problem Management: In the event of a critical incident, there’ll be an escalation within the BlackBerry Technical Support team to the most appropriate technical employees to resolve the issue
  • Direct to Level Two Support Resources: Technical incidents will be routed directly to Level Two support analysts, who have more experience with the BlackBerry solution. This is an optional service for Advantage Support customers
  • Application Development Support Incidents: Provides a set number of application development support incidents to troubleshoot problems related to custom application development, application coding and the use of application development tools and resources

Preventive Services:

  • Support Service Specialist (SSS): Provides the ability to contact a group of employees who specialize in handling customer escalations and managing these issues to resolution. The SSS also provides a quarterly review of support incidents submitted during that period and Named Callers can provide feedback about the delivered services
  • Tech-to-site Assistance: A senior member of the BlackBerry Technical Support team is sent to your organization’s location in the event of a technical issue or planned system change
  • Health Check Services: Submit your BlackBerry Enterprise Server log files for review to identify areas within your environment that are the likely cause of existing issues and/or items that may cause future issues
  • Change Management Planning: Before a BlackBerry solution update or migration, you can request a review of your implementation plan

Value-added Services:

  • BlackBerry Expert Support Center: A secure, online resource center for Named Callers that provides access to self-service tools and resources to help troubleshoot common issues and the ability to create and manage service requests
  • BlackBerry Software Service Packs and Hotfixes: From the BlackBerry Expert Support Center, access service packs and hotfixes as they become commercially available for any BlackBerry software components covered under your support subscription
  • BlackBerry Software Updates2: With Advantage Support, your Named Callers can access full and feature version software updates from the BlackBerry Expert Support Center as they become commercially available for any BlackBerry software components covered under your subscription
  • BlackBerry Infrastructure Status: A support tool that shows the status of the BlackBerry Infrastructure to assist Named Callers in proactively identifying whether an issue they’re experiencing is the result of technical problems in their environment or problems being experienced with the BlackBerry Infrastructure3
  • BlackBerry Training: Your Named Callers can access web-based training modules tailored to the BlackBerry software components covered under your subscription. Advantage Support subscribers can also take advantage of a 50% discount on instructor-led training4,5
  • BlackBerry Certification4,5: Each of your Named Callers will receive one free BlackBerry Certification Program exam voucher. As an added incentive for your Named Callers to become certified BlackBerry administrators, Advantage Support subscribers can receive a discount on their support subscription renewal if they have Named Callers actively certified through the BlackBerry Certification Program
  • BlackBerry Technical Support Webcast Series: Technically focused webcasts to provide Named Callers with information and workarounds to help proactively diagnose common technical scenarios
  • BlackBerry Solve Newsletter: A monthly electronic newsletter sent to Named Callers that aims to communicate technical information such as fixes and workarounds for common technical issues
  • Named Callers: Individuals such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff designated to access the BlackBerry Expert Support Center and submit technical support requests to the BlackBerry Technical Support team

Ready to buy?

Find a reseller or contact BlackBerry Solution Sales at 1-800-327-9085 or sales@blackberry.com

Find out if BlackBerry Technical Support Services is available in your country

Not ready for a BlackBerry Technical Support Services subscription?

Learn how to receive and pay for support on a per-incident basis

1 - The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 - For solutions being covered and paid for as part of the support subscription only.
3 - A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
4 - Service only offered where available.
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 RIM for this service to take place.

 

Service availability by product

Service Features

View the product comparison below for Basic and Enhanced support to compare the features and services offered for each BlackBerry environment.

Coverage and Access BlackBerry® Management Center BlackBerry® Enterprise Server Express BlackBerry® Enterprise Server1 BlackBerry® Mobile Voice System1
Basic Support:24x7 electronic incident submission via the BlackBerry® Expert Support Center with an 8-hour response rate
Enhanced Support:24x7 telephone support with an average 90-second response2 and electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response rate

Value-added Services

Coverage and Access BlackBerry® Management Center BlackBerry® Enterprise Server Express BlackBerry® Enterprise Server1 BlackBerry® Mobile Voice System1
BlackBerry® Expert Support Center
BlackBerry® Software Service Packs and Hotfixes Free software Free software
BlackBerry® Infrastructure Status3: View status indicator in BlackBerry Expert Support Center
BlackBerry® Training and BlackBerry Certification4,5Web-based, BlackBerry® Certification Program vouchers and 25% off open session training
BlackBerry® Technical Support Webcast Series
BlackBerry® Solve Newsletter
2 Named Callers

View a comparison of the features and services offered in each support level

1 – BlackBerry Enterprise Server and BlackBerry MVS aren’t separate contracts.
2 – The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
3 – A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
4 – Service only offered where available.
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 RIM for this service to take place.