BlackBerry Technical Support Services
Program Overview
BlackBerry Technical Support Services Overview
Comprehensive suite of annual technical support and software maintenance services
• Manufacturer-based technical support provided by Research In Motion (RIM ) • Adaptable and scalable so that it can be updated to meet the changing needs of your organization • Support for BlackBerry software in Microsoft Exchange, IBM Lotus Domino and Novell GroupWise environments • Free access to electronic software downloads and upgrades • Proactive notification of service pack releases, version releases, and RIM events
® ® ® ® ® ® ® ® ®
What’s the cost of downtime? Protect your BlackBerry investment and maximize your wireless deployment.
BlackBerry Technical Support Services Benefits
Single point of contact for expert support for BlackBerry software regardless of where you initially purchased BlackBerry components Protects your BlackBerry investment so your organization can stay flexible and your IT budget can remain manageable Provides answers to the BlackBerry technical support questions that your organization requires
Results in a more productive and effective IT department and a more satisfied wireless user community.
Program Levels
Five support levels are available to satisfy your specific BlackBerry support needs. Each program level provides:
• Access to BlackBerry technical support representatives via email and telephone • On-line, self-help support (via BlackBerry Technical Knowledge Center) featuring support articles, frequently asked questions and technical documentation • Access to the latest software downloads and free upgrades
Summary of Program Levels
Program Levels – Level 1 and Level 2
Consider Level 1 Support for your organization if:
• After hours support is not required • Standard BlackBerry technical support is sufficient • BlackBerry deployment is not considered core to business continuity
Consider Level 2 Support for your organization if:
• BlackBerry deployment up to 200 devices • After hours support required • Standard BlackBerry technical support is sufficient
Program Levels – Level 3 Support
Consider Level 3 Support for your organization if:
• • • • • BlackBerry deployment of 200 to 1,000 devices Priority queuing of support issues preferred BlackBerry is considered an important business tool Enhanced BlackBerry technical support preferred After hours support required
Program Levels – Level 4 Support
Consider Level 4 Support for your organization if:
• • • • BlackBerry deployment of 1,000+ devices BlackBerry is mission critical to your organization Premier relationship based support is preferred Prefer to deal with dedicated technical support resources who understand your IT environment and are focused on resolving your technical issues • Priority queuing of support issues preferred • After hours support required
Program Levels – Level 5 Support
Consider Level 5 Support for your organization if:
• • • • • • • • BlackBerry deployment of 1,000+ devices BlackBerry is mission critical to your organization Premier relationship based support is preferred Prefer to deal with dedicated technical support resources who understand your IT environment and are focused on resolving your technical issues Tech-to-Site Assistance would be a beneficial support option An executive sponsor at RIM for support issue escalation is desired Priority queuing of support issues preferred After hours support required
Build a Relationship with Premier Support (Tx4 & Tx5)
Support Account Manager (SAM) - A dedicated representative who understands your business environment and is committed to making sure your organization’s support needs are a priority
• • • • • • Monitors support activity and follows up on outstanding support issues Reports on case history Escalates support issues Schedules conference calls to review status of open issues Visits your site occasionally Informs you about upcoming service packs and hotfixes
Direct Advance Response Team (DART) – Dedicated team focused on resolving complex issues for Tx4 and Tx5 customers
• Direct access to the highest level of support • Resolves a greater percentage of issues on first contact • Reduces escalations
Exclusive Features of Tx5
Tech-to-Site Assistance
• A technical representative can be sent to your location to help provide a resolution to serious or critical BlackBerry Enterprise Server issues that cannot (by mutual agreement) be resolved remotely
®
• Depart for your site within 24 to 48 hours depending on whether the issue is deemed serious or critical
Executive Sponsor
• A Vice President from Research In Motion to whom your organization can escalate support issues for consultation • Contact is established through an executive-level person within your organization • Contact can occur if an acceptable resolution, workaround, temporary fix or status update could not be provided by BlackBerry Technical Support
Why Choose Premier Support Level?
Relationship Based Premier Support
• Supplies you with a single contact (SAM) for support issues, management and escalation • Meets internal requirement for critical services • Reinforces your support for top executives who depend on BlackBerry • Provides consistent support across popular vendors for software, such as mail platforms and anti-virus • Supports international BlackBerry deployments using multiple wireless networks
BlackBerry Technical Support Services Pricing
To receive additional information:
• Go to www.blackberry.com/support/technicalsupport
To receive a price quote contact BlackBerry Sales:
• Phone: 1-800-327-9085 Email: sales@blackberry.net