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Tailor BlackBerry Tech Support to Fit Your Needs

Tailor BlackBerry Tech Support to Fit Your Needs

Now there’s a solution for every size business

Research In Motion’s recently revamped technical support system provides brand new opportunities for businesses of all sizes to pick exactly the level of service that they need. With new options for customization and new service solutions for small and medium businesses, every company can find peace of mind about their BlackBerry solution.

The new BlackBerry technical support is divided into six tiers, with optional extra components— such as the ability to have a BlackBerry technician onsite—available. Every tier except for the most basic includes free software updates for your BlackBerry Enterprise or Professional Solution. By selecting the tier that’s right for you, you can be sure that you’re paying only for what you need, maximizing ROI and minimizing downtime. In this article, we’ll provide a brief rundown of the features and customization options available in each service tier.

Small and Medium Business

BlackBerry Technical Support Services for Small and Medium Business provide direct access to the technical support experts from Research In Motion. Available 24 hours a day, 7 days a week, BlackBerry experts deliver reliable technical support and maintenance service that’s affordably priced.

Basic

At the Basic level of service, you can file technical support requests electronically at any time of day and receive a response from a BlackBerry technical support expert within 24 hours. This level of service is available to companies with 30 or fewer BlackBerry smartphones deployed.

Enhanced

At the Enhanced service level, a four-hour response time for your technical issues ensures a faster resolution to your queries. In addition, you’ll receive software upgrades at no extra cost, so you can avoid potentially costly problems and ensure your business is up to date. This level of service is available to companies with 30 or fewer BlackBerry smartphones deployed.

Advantage

With the Advantage support package, you get expedited response to technical support issues, with 90-second response times by telephone. You can also choose to buy additional support features, letting you pay for only the features your company needs. This level of service is available to companies with 500 or fewer BlackBerry smartphones deployed.

For Enterprise

BlackBerry Technical Support Services for Enterprise provides relationship-based service, with access to customizable technical support and to proactive maintenance services that can grow with your organization and help to maximize the performance of your BlackBerry Enterprise Solution.

Standard

Standard support provides your business with direct, 24/7 telephone access to the BlackBerry technical support experts at RIM. As with the Advantage service level for SMB, you can tailor your service solution to provide exactly the features you need. This level of service is recommended for businesses with more than 500 BlackBerry smartphones deployed.

Premium

The Premium level of service is designed for larger companies that require a more relationship- based approach to technical support. With this service level, you are assigned a Service Account Manager (SAM) who is your trusted advisor at RIM and will work with you to ensure maximum uptime for your BlackBerry solution. You also have access to the most senior level of technical support at BlackBerry, ensuring expedient disaster recovery.

Elite

At the Elite level of service, you will receive the highest-grade technical support available for your BlackBerry solution. In addition to your Service Account Manager, your company will be assigned a member of the Direct Advanced Response Team (DART), who will remain onsite on a full-time basis to help plan, manage, and expand your BlackBerry product and service deployment.

Learn More

RIM has created custom tech support solutions to fit your particular needs. To learn more about BlackBerry Technical Support Services, contact a representative at 1-800-327-9085 or sales@blackberry.com or go to the Technical Support Services web page.

Are you already a BlackBerry Technical Support Services customer? If so, we’d like to hear from you. If you are interested in having your organization profiled in a case study, please contact us at success@rim.com »