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 helping to maintain oversight and strategic direction of evolving technology environments. So whatever the size of your organization, the nature of your EMM deployment (on-premise or cloud-based), or the devices you manage, BlackBerry is here to help.

BlackBerry Technical Support Services

BlackBerry Technical Support Services

You can rely on the industry-leading Advantage Support that is included with all BES12 Annual Subscriptions (both on-premise and cloud-based) to help evolve your EMM strategy and maintain your complex and demanding environment. With relationship-based Premium Support and Optional Services, you can provide even greater user satisfaction, drive business continuity, and achieve cost efficiencies.

Advantage

Included with all BES12 Annual Licenses (both on-premise and cloud-based), Advantage support plays a role in the ongoing success of your enterprise mobility management cross-platform solution. Optional services help further your objectives with support, tools, oversight and more.


24x7x365 Phone support to Level 1 Associates2

90 second telephone pick-up for critical issues

5 Named Callers3

Access to knowledge and productivity tools via myAccount Portal4

Web-based training included

1 certification voucher per Named Caller

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional Services

Ability to purchase Optional Services: BES12 Planning, BES12 Remote Installation5, BES12 Migration, Remote Health Assessment5, Direct-to Level 2, On-site Support (Tech to Site), and Additional Named Callers

Premium

Premium offers the highest level of relationship-based support for businesses with mission-critical needs, and expectation of personal engagement, dedicated resources, proactive planning services, and cost containment. Premium is ideal for customers with deployments exceeding 2,500 devices1 under management on a BES, either on-premise or cloud-based.


24x7x365 Phone support to Level 3 Analysts (DART)2

90 second telephone pick-up for critical issues

25 Named Callers3

Designated Support Account Manager (SAM)

BES12 Planning Service

Remote Health Assessment5 (two per year)

On-site training and certification6

1 certification voucher per Named Caller

Access to knowledge and productivity tools via myAccount Portal5

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional services

Ability to purchase Optional Services: BES12 Remote Installation5, BES12 Migration, Designated Senior Technical Analyst (DSTA), Tech to Site Assistance, Direct Enterprise Connection (DEC)7 or Additional Support Account Manager (SAM)

BlackBerry Professional Services

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BlackBerry is pleased to offer optional planning, installation and migration services to help you get started with BES12 and ensure it’s optimized for your business.

Our experts will ensure that BES12 is deployed to optimize your security, productivity and continuity requirements. We can help you achieve your objectives where visibility is high:

  • BlackBerry can help complete BES12 migrations for you.
  • Our expertise reduces risk with implementation, configuration and policy design.
  • We can work together to develop a schedule that works for you.

After the initial deployment, you can rely on the industry-leading support that is included with all BES12 Annual Subscriptions or your current paid support program to help evolve your EMM strategy and maintain your complex and demanding environment.

BES12-DIY

BES12 DIY Tools

Available for FREE in the myAccount portal, these tools, training, and documentation are designed to help companies of all sizes create a simple plan and execute against that plan for on-premise deployments where there is internal expertise and bandwidth to drive a successful integration.

For cloud-based deployments, these tools will help organizations to manage in-life usage, configuration and policy design.

For existing customers, log in to myAccount

How to buy BlackBerry Professional Services

Support program offerings

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 compliment your business.

Self-Service and Diagnostic Tools

Self-service and diagnostic tools

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 optimization services

From BlackBerry Infrastructure Notifications, Direct Enterprise Connection (DEC)7 to Remote Health Checks5, BlackBerry helps you optimize your environment.

Knowledge Tools

Knowledge tools

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

  1. 1Minimum 2,500 devices required to qualify.
  2. 2Average 90-second phone response time for critical issues.
  3. 3Option to purchase more.
  4. 4The myAccount portal, formerly known as The BlackBerry Expert Support Center (BESC), is a secure, online resource center for Named Callers. Included are self-service tools and resources to trouble-shoot common issues, and the ability to create and manage service requests.
  5. 5Available for on-premise BES deployment only
  6. 6BlackBerry will fund up to $7500 in onsite training per annual term.
  7. 7Available for BES5 only.
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