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Technical Support Services (TSupport)

 

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Levels Tx1 and Tx2 Available Online

 
 

Technical Support Services, also known as TSupport, is an annual subscription program providing software maintenance and technical support services for your BlackBerry® Enterprise Solution™.

Technical Support Services helps ensure you are extracting full value from your BlackBerry solution at all times. This program also ensures your IT budget remains manageable and helps protect your BlackBerry investment and the productivity enhancements it provides.

Technical Support Services can provide you with:

  • Support for your existing BlackBerry investment
  • An enhanced BlackBerry wireless experience
  • Scalable and flexible support
  • Single point of contact for software and support - Research In Motion (RIM)
  • Product knowledge and support expertise from the manufacturer

Download the Technical Support Services brochure (PDF)

Learn more about the benefits of premier support. Download the Premier Program Levels brochure (PDF)

New Technical Support Services Feature BlackBerry Enterprise Server Advanced Administration Training

Protect and maximize your BlackBerry investment even further with the availability of BlackBerry Enterprise Server™ Advanced Administration training direct from RIM. Tx1 and Tx2 customers can take advantage of a reduced rate for Open Session training, while Tx3 customers can choose to send one delegate from their organization to an Open Session for free.

Tx4 and Tx5 customers can choose to have a BlackBerry professional deliver the training at their company, for up to 12 people, as part of their annual Technical Support Services subscription. This training equips your IT department with the knowledge and skills to more effectively manage your BlackBerry solution and better support your BlackBerry device users.

Learn more about BlackBerry Enterprise Server Advance Administration Training

Program Levels

Technical Support Services consists of six* support levels so you can select the level that best meets your specific BlackBerry technical support and software maintenance needs. Each program level provides the same baseline support with additional features and benefits made available at higher Technical Support Services program levels. (Note: free support for 60 days (Tx0) is included with the purchase of BlackBerry Enterprise Server v4.1*).

Please visit the European English web site for information on European support options.

Programs Tx0 Support Tx1 Support Tx2 Support Tx3 Support Tx4 Support Tx5 Support
Period 60 days 1 year 1 year 1 year 1 year 1 year
Telephone Support 9x5 12x5 24x7 24x7 24x7 24x7
Email Support yes yes yes yes yes yes
Named Callers 1 caller 2 callers 4 callers 5 callers 10 callers 10 callers
BlackBerry Enterprise Server Support yes yes yes yes yes yes
Support for BlackBerry Connect and BlackBerry Built-In   yes yes yes yes yes
BlackBerry Device Support   yes yes yes yes yes
Software Releases   yes yes yes yes yes
Enhanced Technical Knowledge Center   yes yes yes yes yes
Enhanced-Plus Technical Knowledge Center       yes yes yes
Priority Queuing       yes yes yes
Non-Production Server Support       yes yes yes
BlackBerry Enterprise Server Migration Support       yes yes yes
User Alerts       yes yes yes
BlackBerry Enterprise Server Advanced Administration Training   Open Session Reduced Rate Open Session Reduced Rate 1 Free Open Session 1 day Onsite Training (optional reduced rate for second day) 1 day Onsite Training (optional reduced rate for second day)
BlackBerry Application Development Incident Support       10 free incidents 15 free incidents 20 free incidents
Code Signing for Controlled APIs       yes yes yes
Support Account Manager         yes yes
Direct Advanced Response Team         yes yes
BlackBerry Infrastructure Notifications         yes yes
Secondary TSupport Access Code         yes yes
Tech-to-Site Assistance           yes
Executive Sponsor           yes

Pricing

TSupport Pricing is based on three elements:

  • Program Fee - this is the cost to join each level of support, Tx3 or higher. It is a flat fee regardless of the number of BlackBerry Enterprise Servers and/or active Client Access Licenses (CAL) being covered under the support program. Customers pay this fee in addition to the BlackBerry Enterprise Server fee and the active CAL fee.
  • BlackBerry Enterprise Server Fee - this is the price per BlackBerry Enterprise Server, which customers pay to receive support coverage. It is paid in addition to the program Fee and the active CAL fee.
  • Active CAL Fee: - this is the price per active CAL, which customers pay to receive support coverage for their BlackBerry Enterprise Server. The CAL fee is volume based - for details on pricing, please refer to the Active CAL Fee Discount table below.
TSupport Pricing (in US dollars)
Level Program Fee Cost/BlackBerry Enterprise Server Cost/Active CAL**
Tx1 - $499 $19.00
Tx2 - $625 $25.00
Tx3 $9,999 $749 $29.00
Tx4 $49,999 $749 $29.00
Tx5 $74,999 $749 $29.00
** Volume discounts may apply see Active CAL Fee table below

TSupport Pricing (in Canadian dollars)
Level Program Fee Cost/BlackBerry Enterprise Server Cost/Active CAL**
Tx1 - $599 $23.00
Tx2 - $750 $30.00
Tx3 $11,999 $899 $35.00
Tx4 $59,999 $899 $35.00
Tx5 $89,999 $899 $35.00

** Volume discounts may apply see Active CAL Fee table below

Active CAL Fee Discount
Active CALs Supported Discount
1-99 0%
100-499 10%
500-999 20%
1,000-4,999 30%
5,000-9,999 40%
10,000-19,999 50%
20,000-49,999 60%
50,000 or more 70%

Purchasing

  • To receive additional information and price quotes, call BlackBerry Sales at 1-800-327-9085 or email sales@blackberry.net.
  • To buy Tx1 Support or Tx2 Support directly from RIM now, you may purchase online.
  • For government specific pricing and quotes under government contracts, please contact GTSI.

If you do not have a TSupport subscription, or if your BlackBerry device was not purchased directly from RIM, please contact your service provider for further customer support.

* For North American customers only

Technical Support Services is currently available in the following countries/regions
 
     
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