Support for Enterprise
Standard Support is a flexible support level that allows you to add optional service features as your BlackBerry® solution grows and becomes more complex. You’ll have access to Direct to Level Two Support resources to quickly address support issues.
| Service Features | |
| Coverage and Access | 24x7 Direct to Level Two 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 | Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue |
Application Development Incidents |
Optional feature: Purchase 10 application support incidents for issues related to 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 the Problem Management team and manage escalations as required |
Health Check Services2,3 |
Optional service: Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution Note: you must have a Support Service Specialist to use this service |
Change Management Planning Services2 |
Optional service: Before a BlackBerry solution update or migration, request a review of your implementation plan Note: you must have a Support Service Specialist to use this service |
| Tech-to-site Assistance3,4 | Optional service: A technical resource is dispatched to your location within 24 to 48 hours |
| 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 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 Notifications5 |
Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure |
BlackBerry Certification3,4 |
1 BlackBerry Certification Program exam voucher for each of your Named Callers
1.5% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 7.5%) |
BlackBerry® Training3,4 |
1 Named Caller receives free enrolment in an Open Session training session (up to a maximum of 4 days) and all Named Callers will receive a 50% discount on further open session training |
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 |
Named Callers |
5 |
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 is available only if customer has opted for Support Service Specialist option as part of the subscription.
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.