BlackBerry® Technical Support Services offer a unique blend of technical expertise, rapid issue resolution and proactive, relationship-based support to help you minimize costly downtime and realize the full value of enterprise mobility. Our services support all your users managed through BlackBerry® Enterprise Service 10, including those using iOS® and Android™ devices. Plus, software updates and upgrades are included as part of this offer.
Premium Support provides enterprise-grade, relationship-based services, for customers running a mission-critical BlackBerry deployment. Customers at this level of support typically rely extensively on the BlackBerry solution and require designated support resources, such as a Support Account Manager (SAM), who will develop an understanding of the customers’ business and help customers to advance their BlackBerry deployment.
Premium Support offers 24x7 telephone access to our highest level of support – Direct Advanced Response Team (DART) and is designed for customers who have multiple installations and who are growing and seeking custom applications and want the technical experts they engage with to have intimate knowledge of their deployment.
This level of support features the inclusion of many preventive support features, as well as some added flexibility to customize the services. The following optional services are available for Premium customers: Designated Senior Technical Analyst, Direct Enterprise Connection, Secondary Support Account Manager, and Additional Named Callers. Visit Optional Premium Support Services for more details.
A group of top-tier technical analysts that is exclusively focused on resolving issues for Premium Support customers. With a low ratio of DART analysts to Premium Support customers, members of the DART team have the benefit of gaining a more in-depth understanding of the customer’s technical environment. DART analysts are trained to address complex technical issues and strive to provide organizations with root cause analysis of technical issues in order to help alleviate issue reoccurrence. As a result, access to DART analysts may allow the IT resources within an organization to spend more time proactively planning and conducting maintenance of the BlackBerry solution, rather than troubleshooting issues.
The Support Account Manager (SAM) is a designated resource, assigned by BlackBerry to build an ongoing relationship with the customer’s BlackBerry administration resources. The SAM will work to develop an understanding of the organization’s BlackBerry deployment and business environment, so that they may proactively advise of upcoming software releases, applications, or known issues that may be of interest.
The SAM is the customer’s internal advocate at BlackBerry and will act as the first point of contact for escalations of support-related issues and liaise with other BlackBerry teams on behalf of a customer where appropriate. The SAM is available from 8am to 5pm Monday to Friday in a single time zone designated by the customer. Support from the SAM outside of these hours will be provided on a best effort basis. Customers with global BlackBerry smartphone deployments and multiple regional offices have the option of purchasing a Secondary Support Account Manager to handle their support needs in different time zones.
1 It is our goal to answer telephone calls within an average of 90 seconds 80% of the time. This is not a service level guarantee. 2 Non-Disclosure Agreement is required between the subscribing organization and BlackBerry. 3 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and BlackBerry for this service to take place. 4 Service not available everywhere. Please contact your BlackBerry representative for details. 5 Health Checks are available for BlackBerry Enterprise Server 5.0 only. Optional Health Check Service for Advantage Support includes one report for one registered SRP or two reports for three registered SRPs. Health Check Service for Premium Support includes four reports for five registered SRPs. 6 Examples of what may constitute an emergency, crisis or disaster situation: local incidents, such as building fires; regional incidents, such as earthquakes; or national incidents, such as acts of war or terrorism. 7 Multiprotocol Label Switching (MPLS) connection through a BlackBerry MPLS Partner required. Costs for this MPLS connection are not included with BlackBerry Technical Support Services. Please contact your BlackBerry representative for details and requirements. 8 For solutions being covered and paid for as part of the support subscription only. 9 Minimum 1000 CALs required to enter program. 10 If there isn’t a suitable location to host the Training at the subscribing organization and an offsite location is required, these costs are not included. Android is a trademark of Google Inc. iOS is a trademark of Cisco Systems, Inc. and/or its affiliates in the US and certain other countries. iOS is used under license by Apple Inc.