Program Feature Descriptions
Technical Support Services is a flexible program that allows your organization to access the degree of support you need. Each program level is comprised of support options that will help you make more efficient and productive use of the BlackBerry® Enterprise Solution.
As the level of Technical Support Services you select increases, so do the support features and relationship-based support options that your organization can take advantage of. The comparison chart below provides a breakdown of the features available to you within each program level.
Telephone Support
BlackBerry Technical Support experts are available to address your support issues as they arise. Tx2 - Tx5 customers can access these experts 24 hours a day, seven days a week.
Email Support
Email support is managed in the same way as telephone support. BlackBerry Technical Support experts are available to assist you 24 hours a day and seven days a week.
Named Callers
Named callers are the BlackBerry experts within your organization who are designated to escalate issues to BlackBerry Technical Support. Named callers ensure your technical experts are the ones who get the technical answers you need.
BlackBerry Enterprise Server Support
Work directly with BlackBerry Technical Support experts to resolve technical issues related to BlackBerry Enterprise Server, and gain insight into simplified management and centralized control of your BlackBerry deployment.
Support for BlackBerry Connect Technology
BlackBerry Connect technology allows leading handset manufacturers to integrate key BlackBerry technology, including push email, into devices. Now you can access the specialized support required for these devices.
Software Releases
Free BlackBerry Enterprise Server software releases, and support during the upgrade process, will enable your organization to make use of the most up-to-date tools and functionality the BlackBerry solution has to offer. This program feature ensures your BlackBerry solution investment stays current.
Enhanced Technical Knowledge Center
The Technical Knowledge Center is an online source of BlackBerry support information, documentation and FAQs. With advanced search capabilities, the answer you’re looking for is often just a click away. It also gives you full access to software downloads, upgrades and service packs.
Priority Queuing
When you need support and you don’t want to wait, priority queuing takes you to the front of the line.
Non-Production Server Support
The BlackBerry Enterprise Servers you use for application development or system backup are supported and protected at no additional cost to your organization.
BlackBerry Enterprise Server Migration Support
When you want to transition to a new messaging platform or version of BlackBerry Enterprise Server, make the process as seamless and unobtrusive as possible for your organization. Migration supports offers your users a 90-day transition period to cradle their devices when you need to migrate. You can use this service at no charge up to two times during the subscription year.
User Alerts
User alerts allow you to send critical messages via PIN-based messaging when standard email channels are cut off or temporarily shut down, ensuring your wireless users immediately know the status of the situation or special instructions you would like to provide to them.
BlackBerry Enterprise Server Advanced Administration Training
Advanced Administrator helps your IT team to manage your BlackBerry Enterprise Solution deployment more efficiently and improve the experience of your BlackBerry device users. With a Tx1 or Tx2 subscription, you can take advantage of a reduced rate on a one-day open session, while a Tx3 subscription entitles you to a free one-day open session. With a Tx4 or Tx5 subscription, you can take advantage of a free one-day on-site training session at your business location for up to 12 attendees. A second day of training is available at a reduced rate.
BlackBerry Application Development Incident Support
When you are developing new applications for your BlackBerry solution, you don’t have to do it alone. With a level Tx3 – Tx5 subscription, you can enlist the expert help of the RIM Application Development Team. As you perfect your custom applications, you can use your Development Support Incidents to troubleshoot any issues that arise.
Code Signing for Controlled APIs
When developing custom applications, you can use controlled BlackBerry application programming interfaces (API’s) as long as your applications meet certain identification, security and export control conditions. Upon request, RIM can issue you a set of digital keys for code signing at no charge. Your request will be processed within two business days, instead of the standard five-day process time for non-Technical Support Services customers.
Support Account Manager
A Support Account Manager (SAM) will serve as your dedicated relationship manager for support issues. Your SAM will get to know your business and your specific BlackBerry Enterprise Solution implementation through on-site visits and scheduled follow-up calls. Your SAM will work closely with the Direct Advanced Response Team (DART) to ensure your issues are resolved as quickly as possible.
Direct Advanced Response Team
The RIM Direct Advanced Response Team (DART) specializes in resolving difficult technical issues. As a Premium Support subscriber (Tx4 – Tx5), you can contact DART experts directly with any technical question or issue right away. Through DART, Premier Support level customers have a higher percentage of their issues resolved on first contact and will experience fewer situations which require escalation.
BlackBerry Infrastructure Notifications
BlackBerry® Infrastructure notifications proactively alert you by email of any maintenance, interruptions or outages that occur in the BlackBerry Infrastructure.
Secondary Technical Support Access Code
The secondary Technical Support Services access code is designed for use by your IT help desk or field technical staff who are not primary named callers. This code provides access 24 hours a day, 7 days a week, to a BlackBerry Technical Support representative who is not a member of DART.
BlackBerry Enterprise Volume Licensing Program
Enrollment in the BlackBerry Enterprise Volume Licensing Program offers your organization the best possible Client Access License (CAL) fees, regardless of the quantity of licenses being purchased at one time. This program also provides simplified CAL purchasing by adding more flexible purchasing options.
Tech-to-Site Assistance
Certain serious or critical issues may require on-site technical assistance. When these issues occur, your Tx5 subscription ensures that a technical representative is available to travel to your location in as little as 24 hours to help you restore service.
Executive Sponsor
In the unlikely event that your SAM and DART can’t provide a resolution, fix, workaround or status update that completely satisfies you, you can consult with an Executive Sponsor— a RIM executive who will hear your concerns and decide an appropriate course of action.
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