Support for Small and Medium Businesses
Advantage Support
Advantage Support provides problem management, software updates and optional support features such as Direct to Level Two Support and a Support Service Specialist to help manage problems and avoid technical issues.
If you're interested in purchasing this support option, please give us a call at 1.866.585.6076 or email us at ordersub@closecall.com.
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.
Advantage Support provides problem management, software updates and optional support features such as Direct to Level Two Support and a Support Service Specialist to help manage problems and avoid technical issues.
| Service Features | |
| Coverage and Access | 24x7 telephone support with an average 90-second response1 Electronic incident submission with a 2-hour response 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 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 |
| Value-added Features | |
| BlackBerry Expert Support Center | Standard version of the 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 Updates2 | Available for any BlackBerry software components covered under your support subscription |
| BlackBerry Infrastructure Status and Notifications3 | Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure |
| BlackBerry® Training4, 5 | Choose between 1 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 Certification4, 5 | 1 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 Technical Webcast Series | Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios |
| BlackBerry Solve newsletter | Standard edition of the monthly enewsletter 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 |
If you're interested in purchasing this support option, please give us a call at 1.866.585.6076 or email us at ordersub@closecall.com.
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.
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