BlackBerry Technical Support Services

BlackBerry Incident-Based Support

With BlackBerry Incident-Based Support, you can receive support from the BlackBerry Technical Support team by providing your credit card information.1

A technical support incident is one technical question, problem, or issue that will be managed until resolution, regardless of the number of contacts (email or telephone) required to resolve it. If a particular technical issue requires multiple interactions with BlackBerry Technical Support to reach a suitable resolution, you’ll only be billed once.

It’s recommended to contact your wireless service provider or point of purchase first before buying incident-based support, as they may offer additional complimentary support2.For Shop BlackBerry Customer’s please visit www.shopblackberry.com and click the Help link for more details.

1 BlackBerry Incident-Based Support issues will be handled on a case-by-case basis. If BlackBerry discovers your technical issue is a BlackBerry software or hardware issue where BlackBerry is at fault, as determined by BlackBerry, BlackBerry may, at its sole discretion, provide you with a credit.

2 Incident Based Support is designed for customers who are no longer within their Limited Warranty Period and wish to receive technical support.

Ready to buy?
Purchase incident based support by calling 1-877-255-2377 (NA Toll Free)* or (647) 426-1108. From the telephone menu press 4 to hear more details and speak to a live agent regarding next steps.

BlackBerry Smartphone Incident Support

BlackBerry Incident-Based Support for smartphone users – $35 USD

BlackBerry customers with smartphones that are not covered for complimentary support, or are out of warranty, can purchase technical support for a single incident at a cost of $35 USD. This support includes issues relating to your BlackBerry smartphone’s functionality or approved BlackBerry smartphone applications.

In some circumstances a product that is no longer supported by BlackBerry may not qualify for Incident Based Support. In this event a BlackBerry Agent will make you aware and provide any alternative support options that may be available.

 

What's needed to receive BlackBerry Incident-Based Support?

To receive BlackBerry Incident-Based Support, be prepared to provide the following:

  • Full mailing address
  • Phone number
  • Email address
  • Credit card information
  • BlackBerry smartphone PIN Number or IMEI
  • Brief description of your current issue
BlackBerry Business Software incident support

BlackBerry Business Software incident support – $249 USD

BlackBerry Incident-Based Support is available for small business customers running a wide variety of BlackBerry software for businesses, including but not limited to, BlackBerry Enterprise Service 12 (and prior versions). You can purchase incident-based support at a cost of $249 USD per incident if you have less than 50 active users. If you have 50 or more users on your BlackBerry software, you have the option to purchase BlackBerry® Technical Support Services or contact your wireless service provider for support.

Consider purchasing an annual support subscription

Customers using BlackBerry Business Software incident support are eligible to apply the cost of one incident as a credit towards the purchase of an annual BlackBerry Technical Support Services subscription. Upon closure of your support incident, you’ll receive an email with details on how to take advantage of this offer.

Learn about BlackBerry Technical Support Services

What’s needed to receive BlackBerry Incident-Based Support?

To receive BlackBerry Incident-Based Support, be prepared to provide the following:

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