Support for Enterprise
With Elite Support, your business will receive the highest level of technical support available, with a member of the Direct Advanced Response Team (DART) onsite on a full-time basis to help plan, manage and expand your BlackBerry® product and service deployment.
You’ll also have a designated Support Account Manager (SAM) who’ll act as the first point of contact for support-related escalations and be your advocate. In addition, your SAM can advise you of upcoming software releases, applications or known issues that may be of interest.
| Service Features | |
| Coverage and Access | 24x7 telephone support with the Direct Advanced Response Team (DART) with an average 90-second response1 Electronic incident submission with a 1-hour response by telephone or email |
| Problem Management | Critical technical issues can be managed in a formal Problem Management process |
Direct Advanced Response Team (DART) |
Direct access to the most highly qualified team of technical resources within BlackBerry® Technical Support Services |
Application Development Incidents |
Unlimited Application Support Incidents for issues related to custom application development for your BlackBerry platform |
Secondary Access Code |
Provides field technical staff and non Named Callers with access to BlackBerry Technical Support Services when Named Callers are not available |
| Preventive Services | |
Support Account Manager (SAM) |
Dedicated one-to-one relationship with a resource assigned to triage outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate |
Health Check Services2 |
Submit your BlackBerry® Enterprise Server log files for review as needed to help ensure the stability of your BlackBerry solution |
Continuity of Operations Alerts2 |
Push messages to BlackBerry smartphone users via PIN-to-PIN or SMS messaging in the event of a disaster situation |
Change Management Planning Services |
Before a BlackBerry solution update or migration, you can request a review of your implementation plan |
Tech Onsite Assistance2,3 |
A technical resource from DART is onsite at your location 40 hours per week |
Secondary Support Account Manager |
Optional service: A resource that performs the responsibilities of a Support Account Manager, but is dedicated to a second or geographically dispersed IT center |
| Value-added Features | |
BlackBerry Expert Support Center |
Elite 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 any BlackBerry software components covered under your support subscription |
BlackBerry Software Updates |
Available for BlackBerry enterprise software and other software components covered under your support subscription |
BlackBerry® Infrastructure Status and Notifications4 |
Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure |
BlackBerry Certification2,3 |
1 BlackBerry Certification Program exam voucher for each of your Named Callers 2% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 10%) |
BlackBerry® Training2,3 |
2 free onsite training sessions (up to a maximum of 4 days each) |
Enterprise Volume Licensing |
A program which offers improved pricing on Client Access Licenses (CALs) regardless of the quantity being purchased and flexible CAL purchasing options that may help reduce the administrative tasks associated with purchasing |
BlackBerry Technical Webcast Series |
Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios |
BlackBerry Solve newsletter |
Premier edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues |
Performance and Load Testing Tools2 |
Access to tools to allow the simulation of scenarios such as update, migration, load balancing and failover so your organization can perform production-type tasks in a virtual environment |
Named Callers |
30 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 A Valid Non-Disclosure Agreement required between the subscribing organization and Research In Motion (RIM).
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.