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RIM T Support features in detail...
Organisations with 500 devices or LESS...
Service Features
| Feature | Basic Support | Enhanced Support | Advantage Support |
| Coverage and Access | 24x7 electronic incident submission via the BlackBerry® Expert Support Center with a 24-hour response | 24x7 electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response | 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response |
| Cost Model | MAX 30 Users Only | FIXED for 30 Users Per User Pricing > 30 users |
FIXED for 30 Users Per User Pricing > 30 users |
| Problem Management | N/A | N/A | Included |
| Direct to Level Two Support Resources | N/A | N/A | Optional |
| Application Development Incidents | N/A | N/A | Optional |
Preventive Services
| Feature | Basic Support | Enhanced Support | Advantage Support |
| Support Service Specialist (SSS) | N/A | N/A | Optional |
Value-added Services
| Feature | Basic Support | Enhanced Support | Advantage Support |
| BlackBerry Expert Support Center | Basic Version | Basic Version | Standard Version |
| BlackBerry Software Service Packs and Hotfixes | Included | Included | Included |
| BlackBerry Software Updates2 | N/A | N/A | BlackBerry® Enterprise Server and other supported BlackBerry software products covered under your support subscription |
| BlackBerry® Infrastructure Status and Notifications3 | N/A | N/A | View status and event details in BlackBerry Expert Support Center |
| BlackBerry® Training and BlackBerry Certification4,5 | Web-based and BlackBerry Certification vouchers | Web-based and BlackBerry Certification vouchers | Web-based or 50% discount on instructor-led training and BlackBerry Certification vouchers |
| BlackBerry® Technical Support Services Webcast Series | Included | Included | Included |
| BlackBerry® Solve Newsletter | Included | Included | Included |
| Named Callers | 2 | 2 | 5 |
Feature Descriptions
Service Features:
- Problem Management: In the event of a critical incident, there will be an escalation within the BlackBerry Technical Support team to the most appropriate technical employees to resolve the issue
- Direct to Level Two Support Resources: Technical incidents will be routed directly to Level Two support analysts, who have more experience with the BlackBerry solution. This is an optional service for Advantage Support customers
- Application Development Incidents: Provides a set number of application development support incidents to troubleshoot problems related to custom application development, application coding and the use of application development tools and resources
Preventive Services:
- Support Service Specialist (SSS): Provides the ability to contact a group of employees who specialize in handling customer escalations and managing these issues to resolution. The SSS also provides a quarterly review of support incidents submitted during that period and Named Callers can provide feedback about the delivered services
Value-added Services:
- BlackBerry Expert Support Center: A secure online resource center for Named Callers that provides access to self-service tools and resources to help troubleshoot common issues and the ability to create and manage service requests
- BlackBerry Software Service Packs and Hotfixes: From the BlackBerry Expert Support Center, access service packs and hotfixes as they become commercially available for any BlackBerry software components covered under your support subscription
- Software Updates2: With Advantage Support, your Named Callers can access full and feature version software updates from the BlackBerry Expert Support Center as they become commercially available for any BlackBerry software components covered under your subscription
- BlackBerry Infrastructure Status and Notifications: A support tool that shows the status of the BlackBerry Infrastructure to assist Named Callers in proactively identifying whether an issue they’re experiencing is the result of technical problems in their environment or problems being experienced with the BlackBerry Infrastructure3. Advantage Support subscribers can also sign up to receive proactive notification messages of planned or unplanned network-related events that might impact their BlackBerry solution
- BlackBerry Training: Your Named Callers can access web-based training modules tailored to the BlackBerry software components covered under your subscription. Advantage Support subscribers can also take advantage of a 50% discount on instructor-led training4,5
- BlackBerry Certification4,5: Each of your Named Callers will receive one free BlackBerry Certification Program exam voucher. As an added incentive for your Named Callers to become certified BlackBerry administrators, Advantage Support subscribers can receive a discount on their support subscription renewal if they have Named Callers actively certified through the BlackBerry Certification Program
- BlackBerry Technical Support Services Webcast Series: Technically focused webcasts to provide Named Callers with information and workarounds to help proactively diagnose common technical scenarios
- BlackBerry Solve: A monthly electronic newsletter sent to Named Callers that aims to communicate technical information such as fixes and workarounds for common technical issues
- Named Callers: Individuals such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff designated to access the BlackBerry Expert Support Center and submit technical support requests to the BlackBerry Technical Support team
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Organisations with more than 500 devices...
Service Features
| Feature | Standard Support | Premium Support | Elite Support |
| Coverage and Access |
|
|
|
| Problem Management | Included | Included | Included |
| Direct to Level Two Support Resources | Included | N/A | N/A |
| Direct Advanced Response Team (DART) | N/A | Included | Included |
| Application Development Support Incidents | Option | 20 | Unlimited |
| Secondary Access Code | N/A | Included | Included |
Preventive Services
| Feature | Standard Support | Premium Support | Elite Support |
| Support Service Specialist (SSS) | Option | N/A | N/A |
| Support Account Manager (SAM) | N/A | Included | Included |
| Health Check Services2 | Option3 | Included | Included |
| Continuity of Operations Alerts2 | N/A | Included | Included |
| Change Management Planning Services | Option3 | Included | Included |
| Tech-to-site Assistance2,4 | Option | Option | N/A |
| Tech Onsite Assistance2,4 | N/A | N/A | Yes |
| Secondary Support Account Manager | N/A | Option | Option |
Value-added Features
| Feature | Standard Support | Premium Support | Elite Support |
| BlackBerry Expert Support Center | Standard Version | Premium Version | Premium Version |
| BlackBerry Software Service Packs and Hotfixes | Included | Included | Included |
| BlackBerry Software Updates | Included | Included | Included |
| BlackBerry® Infrastructure Status and Notifications5 | View status and event details in BlackBerry Expert Support Center | View status and event details in BlackBerry Expert Support Center | View status and event details in BlackBerry Expert Support Center |
| BlackBerry® Training and BlackBerry Certification2,4 | Web-based, instructor-led and BlackBerry Certification exam vouchers | Web-based, onsite instructor-led and BlackBerry Certification exam vouchers | Web-based, onsite instructor-led and BlackBerry Certification exam vouchers |
| Enterprise Volume Licensing | N/A | Included | Included |
| BlackBerry® Technical Support Services Webcast Series | Included | Included | Included |
| BlackBerry® Solve Newsletter | Included | Included | Included |
| Performance and Load Testing Tools2 | N/A | Included | Included |
| Named Callers | 5 | 15 | 30 |
Feature Descriptions
Service Features:
- Problem Management: In the event of a critical incident, there’ll be an escalation within the BlackBerry Technical Support team to the most appropriate technical employees to resolve the issue
- Direct to Level Two Support Resources: Technical incidents will be routed directly to Level Two support analysts, who have more experience with the BlackBerry solution
- Direct Advanced Response Team (DART): The most experienced technical personnel, focused exclusively on resolving issues for Premium and Elite Support subscribers
- Application Development Incidents: Provides a set number of application development support incidents to troubleshoot problems related to custom application development, application coding and the use of application development tools and resources
- Secondary Access Code: Provides field technical staff or IT help desk resources with access to contact the BlackBerry Technical Support team in the event they’re working remotely and/or a critical or serious incident occurs when a Named Caller is unavailable
Preventive Services:
- Support Service Specialist (SSS): Provides the ability to contact a group of employees who specialise in handling customer escalations and managing these issues to resolution. In addition, the SSS provides a quarterly review of support incidents submitted during that period and allows Named callers to provide feedback about the delivered services
- Support Account Manager (SAM): A designated employee assigned to build an ongoing relationship with your BlackBerry administration resources and act as the first point of contact for escalations of support-related issues
- Health Check Services2,3: Submit your BlackBerry® Enterprise Server log files to the BlackBerry Technical Support team for review to determine areas within your technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future
- Continuity of Operations Alerts2: Enable you to contact your BlackBerry smartphone users via PIN-to-PIN or SMS-based messaging in situations which render email message distribution via the BlackBerry Enterprise Server unavailable
- Change Management Planning Services3: A technical and functional review of your organisation’s change management plan by a member of the BlackBerry Technical Support team before performing a BlackBerry solution update or migration
- Tech-to-site Assistance2,4: A senior member of the BlackBerry Technical Support team is sent to your organisation’s location in the event of a technical issue or planned system change
- Tech Onsite Assistance2,4: A qualified member of DART will be onsite at your location 40 hours per week to provide immediate responses to critical or serious incidents and assist with ongoing planning and maintenance of your BlackBerry solution environment
- Secondary Support Account Manager: Performs the services of a SAM in a second office or regional location
Value-added Features:
- BlackBerry Expert Support Center: A secure online resource center for Named Callers that provides access to self-service tools and resources to help troubleshoot common issues and the ability to create and manage service requests
- BlackBerry Software Service Packs and Hotfixes: From the BlackBerry Expert Support Center, access service packs and hotfixes as they become commercially available for any BlackBerry software components covered under your support subscription
- Software Updates: Your Named Callers can access full and feature version software updates from the BlackBerry Expert Support Center as they become commercially available for any BlackBerry software components covered under your subscription
- BlackBerry Infrastructure Status and Notifications: A support tool that shows the status of the BlackBerry Infrastructure to assist Named Callers in proactively identifying whether an issue they’re experiencing is the result of technical problems in their environment or problems being experienced with the BlackBerry Infrastructure.5 You can also sign up to receive proactive notification messages of planned or unplanned network-related events that might impact your BlackBerry solution
- BlackBerry Training: Your Named Callers can access web-based training modules tailored to the BlackBerry software components covered under your subscription. Depending on your subscription level, you can also take advantage of instructor-led or onsite instructor-led training2,4
- BlackBerry Certification2,4: Each of your Named Callers will receive one free BlackBerry Certification Program exam voucher. As an added incentive for your Named Callers to become certified BlackBerry administrators, you can receive a discount on your support subscription renewal if you have Named Callers actively certified through the BlackBerry Certification Program
- Enterprise Volume Licensing: BlackBerry Enterprise Volume Licensing is a program available for Premium and Elite customers and offers improved pricing on Client Access Licenses (CALs), regardless of the quantity being purchased, and flexible CAL purchasing options that may help reduce the administrative tasks associated with purchasing
- BlackBerry Technical Support Services Webcast Series: Technically focused webcasts to provide Named Callers with information and workarounds to help proactively diagnose common technical scenarios
- BlackBerry Solve: A monthly electronic newsletter sent to Named Callers that aims to communicate technical information such as fixes and workarounds for common technical issues
- Performance and Load Testing Tools2: Premium and Elite Support subscribers will have access to Performance and Load Testing Tools as they become commercially available. These tools allow the simulation of scenarios such as update, migration, load balancing and failover so your organisation can perform production-type tasks in a virtual environment
- Named Callers: Individuals such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff designated to access the BlackBerry Expert Support Center and submit technical support requests to the BlackBerry Technical Support team