Business Services by BlackBerry

Your trusted Enterprise mobility partner for serious business

Unleash the power of your enterprise mobility solution

BlackBerry® is here to support you globally—directly or through a partner—with advice, analysis, implementation, and migration expertise. For more than 10 years, we’ve offered this critical capability, building relationships with productivity-driven, security conscious business leaders evolving their complex mobile environments.

We’ve built a reputation for excellence in delivering not only technical support, but in helping to maintain oversight and strategic direction of evolving technology environments for a wide variety of customers, from growing businesses to global enterprises. So whatever the size of your organization, the nature of your enterprise mobility management (EMM) deployment (on-premise or cloud-based), or the devices you manage, BlackBerry is here to help.

How to buy support

Call 0800 096 2201

Support for Partners

BlackBerry Technical Support

BlackBerry Technical Support Services

You can rely on the industry-leading Advantage Support that is included with all enterprise software subscriptions (both on-premise and cloud-based), and required with perpetual licenses, to help evolve and support your mobility strategy. Support includes BlackBerry Software Assurance for perpetual licenses, ensuring that you can upgrade and update your licenses for use on new versions of BES as they become available. With the enhanced services and improved response times in Premium Support and Optional Services, you can provide even greater user satisfaction, drive business continuity, and achieve cost efficiencies.

Advantage

Advantage support plays a role in the ongoing success of your cross-platform EMM solution. Optional services help further your objectives with support, tools, oversight and more.


24x7x365 global access to Level 1 Associates1

2-hour response time for high severity issues

5 Named Contacts2

BlackBerry Software Assurance for perpetual licenses

Access to knowledge and productivity tools via myAccount Portal3

Web-based training included

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional Services

Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:

On-site Support (Tech to Site)

Additional Named Contacts

Premium

Premium offers the highest level of response times and priority routing to tier 3 analysts for businesses with mission-critical needs, and the expectation of personal engagement, proactive planning services, and cost containment. Premium is ideal for customers with deployments exceeding 2,500 devices under management.


24x7x365 Phone support to Level 3 Analysts (DART)1

90 second telephone pick-up for critical issues

25 Named Contacts2

BlackBerry Software Assurance for perpetual licenses

BES12 Planning Service

Access to knowledge and productivity tools via myAccount Portal3

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional services

Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:

Premium Service Manager (PSM) – more details found in the Optional Premium Service Manager section below

Designated Senior Technical Analyst (DSTA)

Tech-to-Site-Support

Direct Enterprise Connection (DEC)6

Additional Support Account Manager (SAM)

 

Optional Premium Service Manager

For customers who want to experience the true value of the Premium Support model, it is highly recommended that you add the Premium Service Manager (PSM). The PSM is a designated account management resource from the support organization, assigned to build an ongoing relationship with your IT and BlackBerry admins. The PSM will be your internal advocate at BlackBerry, and will act as the first point of contact for communication and escalations.

Key features include:

  • Relationship- based Account management
  • Single point of Escalation and incident management
  • Customized reporting and business Reviews
  • Environment planning Services
  • Proactive communications
  • Annual training subsidy

BlackBerry Professional Services

BlackBerry is pleased to offer planning, design, implementation, and migration services to help you get started with, or moved to, the BlackBerry software platform.

Our experts will ensure that BlackBerry software platform products are optimally deployed to meet enterprise-specific security, productivity, scalability and continuity requirements. We can help you achieve your objectives where visibility is high:

  • BlackBerry will help plan and complete migrations from older product versions or competitor solutions.
  • Our expertise reduces deployment risk with expert implementation, configuration and policy design.
  • We’ll collaborate with your business to develop an implementation schedule that works for you
  • We’re here to support you and your end users through every phase of your project lifecycle.
  • We’ll deliver project leadership, with senior project managers, technical consultants, developers and trainers.

After the initial deployment, you can rely on the industry-leading support to help evolve your EMM strategy and maintain your complex and demanding environment.


Jumpstart and Quickstart programs

BlackBerry Professional Services offerings map tightly with the Good Secure EMM Suites. With Jumpstart and Quickstart offerings your organization can make quick and informed decisions on the right Professional Services for your licensing and deployment needs.

Jumpstarts are packaged consulting offerings, and are available for all Good Secure EMM Suites:

  • Good Secure Management Suite
  • Good Secure Enterprise Suite
  • Good Secure Collaboration Suite
  • Good Secure Mobility Suite
  • Good Secure Content Suite

 

Quickstarts are packaged offerings for Small to Medium Business customers, of total addressable deployment sizes of 250 users or less. Quickstarts are available for the following:

  • Good Secure Management Suite
  • Good Secure Enterprise Suite
  • Good Secure Collaboration Suite

 

How does it work?

Throughout the engagement, a BlackBerry Professional Services contact will work with you to ensure the following tasks are completed:

  • Planning and design of a production-class implementation including same site High Availability (HA)
  • Implementation, configuration and testing of the target installation
  • Platform admin training

At the conclusion of the engagement, you will have deployed a scalable and highly available BlackBerry Software Platform production environment as their Enterprise Mobility Management solution.

To discuss further, or purchase, please contact your BlackBerry Account Manager or Partner Reseller.

 

BlackBerry Professional Services Add-ons

Depending on your current deployment state, you may need Professional Services for only specific components of the BlackBerry software platform. Achieve your deployment goals by choosing the Jumpstart or Add-on that meets your needs. Each Add-on can be used with a Jumpstart or on its own.

Don’t see your needs met here?  Let your BlackBerry Account Representative know and we’ll work with you to ensure we deliver a targeted solution for your organization.

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How to buy BlackBerry Professional Services

Support Resources

Not all support is created equal. Find out about our award-winning programs offering:

24x7x365 Incident Reporting

24x7x365 Incident Reporting

Global telephone/electronic support is standard, plus a variety of experienced resource and response teams to complement your business.

Self-Service and Diagnostic Tools

Self-service and diagnostic tools

myAccount (formerly the BlackBerry Expert Support Center) is your one-stop shop with a best-in-class experience. Manage subscriptions, initiate services and more.

Proactive and Optimization Services

Proactive and optimisation services

From optional BlackBerry Infrastructure Notifications to Remote Health Checks4, BlackBerry helps you optimize your environment.

Knowledge Tools

Knowledge tools

Named Callers provided with Training Vouchers, On-demand and on-site training options are available along-side webcasts, Solve Newsletter, and anytime access to Knowledge Base articles.

  1. 1 Average 90-second phone response time for critical issues.
  2. 2 Option to purchase more.
  3. 3 The myAccount portal, is a secure, online resource center for Named Contacts. Included are self-service tools and resources to trouble-shoot common issues, and the ability to create and manage service requests.
  4. 4 Available for on-premise BES deployment only
  5. 5 BlackBerry will fund up to $7500 USD in onsite training per annual term.
  6. 6 Available for BES5 only.