Support Level Comparison
Compare features to find a support level that works for your organization
|Your Team of BlackBerry Support Professionals||Level 1 Associates||Level 1 Associates, with option to purchase direct access to Level 2 support resources||Direct Advanced Response Team (DART)|
|Response Time — Electronic Ticket Submission||Within 4 hours||Within 2 hours||Within 1 hour|
|Response Time — Telephone Ticket Submission||90 seconds1||90 seconds1||90 seconds1|
|Named Callers||2||5, with option to purchase more||15, with option to purchase more|
Direct access to BlackBerry support professionals
|Level One Associates||Included||Included||N/A|
|Direct to Level Two Support Resources||N/A||Option (bundled with Support Service Specialist in Advantage Plus)||N/A|
|Escalation Management: Support Service Specialist||N/A||Option (bundled with Direct to Level Two in Advantage Plus)||N/A|
|Highest Level: Direct Advanced Response Team (DART)||N/A||N/A||Included|
|Relationship-based Support: Support Account Manager (SAM)||N/A||N/A||Included|
|Monthly On-site Support: Designated Senior Technical Analyst (DSTA)3,4,5||N/A||N/A||Option|
|On-site Support When Needed: Tech-to-site3,4||N/A||Option||Option|
|Secondary Support Account Manager||N/A||N/A||Option|
Self-service productivity tools (accessible through the BlackBerry Expert Support Center)
|Online Subscription Management||Included||Included||Included|
|Online Case Management||Included||Included||Included|
|Device and Handheld Tools (PIN test tool, enterprise activation readiness, email troubleshooting assistant)||Included||Included||Included|
|Server Tools (server status details, server installation assistant, server management)||Included||Included||Included|
|Access to Initiate Proactive and Optimization Services||N/A||Included||Included|
|Access to Knowledge Tools||Included||Included||Included|
|View Real-time Status Indicator of the BlackBerry® Infrastructure3 + View Planned/Unplanned Event Details||Included||Included||Included|
|Access to Software Downloads||Included||Included||Included|
Proactive Services and Software Optimization Tools
|Proactive SAM Engagement Regarding BlackBerry Infrastructure3 Notification||N/A||N/A||Included|
|Health Check Services8||N/A||Option||Included|
|Change Management Planning (assistance with upgrades, migrations and installations)||N/A||Option||Included|
|Continuity of Operations Alerts5,9||N/A||N/A||Included|
|Direct Enterprise Connection4,5,10||N/A||N/A||Option|
Program rewards and benefits
|BlackBerry Software Service Packs and Hotfixes7||Included||Included||Included|
|BlackBerry Software Upgrades7||N/A||Included||Included|
|Enterprise Licensing Program||Option||Option||Included|
|Renewal Discounts on BlackBerry® Technical Support Services Subscription for Certified Named Callers||1% discount per Named Caller (up to a maximum of 2%)||1.5% discount per Named Caller (up to a maximum of 7.5%)||2% discount per Named Caller (up to a maximum of 10%)|
|Monthly BlackBerry Technical Webcast Series||Included||Included||Included|
|Monthly eNewsletter – BlackBerry® Solve||Included||Included||Included|
|Access to Those Who Know the BlackBerry Solution Best||Included||Included||Included|
|Access to Knowledge Base Articles||Included||Included||Included|
|Access to Training4,5,6 (open session and on-site)||No discount||Receive a 50% discount on open session training for each of your Named Callers||4 days of on-site instructor-led training included6|
|Free Certification Vouchers towards Exams||One BlackBerry® Certification Program exam voucher for each Named Caller||One BlackBerry Certification Program exam voucher for each Named Caller||One BlackBerry Certification Program exam voucher for each Named Caller|
Get a package
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.
BlackBerry Technical Support Services availability may be subject to maintenance and technical requirements.
A valid Non-Disclosure Agreement is required between the subscribing organization and RIM.
Service not available globally. Please contact your Research In Motion (RIM) representative to check availability.
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.
If there isn’t a suitable location to host the training at the subscribing organization and an off-site location is required, these costs aren't included.
For solutions being covered and paid for as part of the support subscription only.
Optional Health Check Service for Advantage Support includes 1 report for 1 registered SRP or 2 reports for 3 registered SRPs. Health Check Service for Premium Support includes 4 reports for 5 registered SRPs.
Examples of what may constitute an emergency, crisis or disaster situation: local incidents, such as building fires; regional incidents, such as earthquakes; or national incidents, such as acts of war or terrorism.
Multi-protocol Label Switching connection through a RIM MPLS Partnerrequired. Costs for this MPLS connection are not included with BlackBerryTechnical Support Services. Please contact your RIM representative fordetails and requirements.