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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

The BlackBerry® Technical Support program has been redesigned based on input from customers in organizations with small to large and complex BlackBerry deployments. Whether you’re just beginning to grow your BlackBerry® deployment or have come to rely on it as mission critical for your ongoing success, the new support program is designed to keep pace with the changing mobility needs of any size of organization.

The new BlackBerry Technical Support Services program is divided into two segments: BlackBerry® Technical Support Services for Small and Medium Business and BlackBerry® Technical Support Services for Enterprise. By selecting the level that’s right for you, you can be sure that you’re getting exactly the tools you need to assure maximum uptime. Below, we provide a description of the features and customization options available in each service level.

Small and Medium Business

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


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 by phone or email. With access to the online BlackBerry Expert Support Center, the BlackBerry Technical Webcast Series, and the BlackBerry Solve newsletter, your business will be provided with the tools and information you need to stay proactive and be aware of issues before they affect productivity. This level of service is available to companies with 30 or fewer BlackBerry smartphones deployed.


At the Enhanced service level, a four-hour response time by phone or email for your technical issues ensures a faster resolution to issues. Technical support issues are submitted online through the BlackBerry Expert Support Center. With Enhanced Support, you increase your efficiency with help from BlackBerry Technical Support Service experts and self-service tools, which help troubleshoot and resolve common problems. This support is designed for companies with fewer than 30 BlackBerry smartphones. It includes two Named Callers, free Service Packs and Hotfixes, plus new BlackBerry Training opportunities and BlackBerry Certification exam vouchers.


With the Advantage support package, you get expedited response to technical support issues, with an average 90-second response time by telephone. At this level you can also choose to purchase additional support features such as Direct to Level Two technical support which allows you to bypass first level technical support resources and be automatically routed to a senior team of analysts. You can also purchase access to a Support Service Specialist, who provides a single point of contact between your organization and the BlackBerry technical support experts. This level of service is an optional service for companies with fewer than 500 BlackBerry smartphones deployed.


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 support provides your business with direct telephone access to the BlackBerry technical support experts at RIM, 24 hours a day, seven days a week. Subscribers of this service have all technical incidents routed directly to Level Two Support analysts, bypassing the general support queue. Level Two Support analysts have more knowledge and working experience with the BlackBerry solution. Plus, you can choose to purchase a Support Service Specialist service as well as Change Management Planning, a proactive technical review of your technical implementation plan to assist you in making BlackBerry-related transitions go smoothly and efficiently. You can also choose to purchase the Health Check service, which allows BlackBerry analysts to diagnose potential problems in your server logs before they become an issue. Continuity of Operations Alerts are also available, which allow you to broadcast a message to your employees in the event of a service disruption. This level of service is recommended for businesses with more than 500 BlackBerry smartphones deployed.


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 receive a designated Service Account Manager (SAM), who is your trusted advisor at RIM and can notify you of upcoming software releases, applications, or known issues that may be of interest. You also have access to the most senior level of technical support—the Direct Advanced Response Team (DART). This support level includes Health Check Services and customized onsite BlackBerry solution training sessions to help you prevent problems from occurring in the first place. With Premium support you have the option to purchase an additional SAM assigned in a second global region, and you can have expert BlackBerry service technicians dispatched to your facilities to help resolve serious technical issues.


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. Dedicated, expert technical support will work to help ensure complex deployments are stable and highly secure to meet the unique needs of your organization.

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 or go to the Technical Support Services web page at».

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 ».

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