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Support

Support Level Comparison

Compare features to find a support level that works for your organization

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Services

Basic

Advantage

Premium

Incident reporting

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
Global Access2 24X7 24X7 24X7
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%)

Knowledge tools

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
Web-based Training 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

Basic

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Advantage

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Premium

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Call

1-800-327-9085

Email
Sales@BlackBerry.com
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Other Resources

Other resources design updates

  1. 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. 2

    BlackBerry Technical Support Services availability may be subject to maintenance and technical requirements.

  3. 3

    A valid Non-Disclosure Agreement is required between the subscribing organization and RIM.

  4. 4

    Service not available globally. Please contact your Research In Motion (RIM) representative to check availability.

  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 RIM for this service to take place.

  6. 6

    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.

  7. 7

    For solutions being covered and paid for as part of the support subscription only.

  8. 8

    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.

  9. 9

    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.

  10. 10

    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.