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BlackBerry® Technical Support Services for Small and Medium Business provides your business with reliable and affordable technical support directly from the BlackBerry support experts.
The 3 levels of BlackBerry® Technical Support Services for Small and Medium Business are designed to meet the support needs of organisations with BlackBerry® Enterprise Server Express , BlackBerry® Enterprise Server or BlackBerry® Mobile Voice System software.
View the BlackBerry® Technical Support Services solution chooser
Basic Support
Introductory support that offers 24x7 electronic incident submission with a 24-hour response by phone or email for customers with 30 or fewer BlackBerry smartphone users
Enhanced Support
Introductory support that provides 24x7 telephone and electronic incident submission, with a 4-hour response rate for electronic submissions.
Advantage Support
Direct, 24x7 access to technical experts by phone, plus free software updates and the ability to submit incidents by phone and electronically with a 2-Hour response rate .
Basic Support
Ready to Buy?
Basic Support is an introductory support level for customers with 30 or fewer BlackBerry® smartphone users who are looking to minimize support costs. Your technical issues will be submitted electronically, with an 8-hour response rate by telephone or email.
You’ll also have access to self-service tools such as the BlackBerry Expert Support Center, technical webcasts and the BlackBerry® Solve newsletter.
Service Features
| Coverage and Access | 24x7 electronic incident submission, with a 24-hour response rate by telephone or email |
Value-added Features
| BlackBerry Expert Support Center | A secure, online resource for Named Callers that provides access to self-service tools and resources |
| BlackBerry® Infrastructure Status1 | Access to a support tool that shows the status of the BlackBerry Infrastructure |
| BlackBerry® Training2,3 | Web-based training through the BlackBerry Expert Support Center |
| BlackBerry Certification | One BlackBerry® Certification Program exam voucher for each of your Named Callers |
| BlackBerry Technical Support Webcast Series | Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios |
| BlackBerry Solve newsletter | SMB edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues |
| Named Callers | 2 |
Not sure if Basic Support is right for you?
- Compare solution levels
- View the BlackBerry® Technical Support Services solution chooser
- Find out about Enhanced Support
- Find out about Advantage Support
Ready to buy?
Find a reseller or contact BlackBerry Solution Sales TSSEurope@rim.com
Find out if BlackBerry Technical Support Services is available in your country
Not ready for a BlackBerry Technical Support Services subscription?
Learn how to receive and pay for support on a per-incident basis
1 A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
2 Service only offered where available.
3 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and RIM for this service to take place.
Enhanced Support
Ready to Buy?
Enhanced Support offers an affordable introductory level of support. Your technical issues will be submitted by telephone or electronically, with a 4-hour response rate
You’ll also have access to self-service tools such as the BlackBerry Expert Support Center, technical webcasts and the BlackBerry® Solve newsletter.
Service Features
| Coverage and Access |
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Value-added Features
| BlackBerry Expert Support Center | A secure, online resource for Named Callers that provides access to self-service tools and resources |
| BlackBerry Software Service Packs and Hotfixes | Available for any BlackBerry software components covered under your support subscription |
| BlackBerry® Infrastructure Status1 | Access to a support tool that shows the status of the BlackBerry Infrastructure |
| BlackBerry® Training2,3 | Web-based training through the BlackBerry Expert Support Center and 25% off open session training |
| BlackBerry Certification | One BlackBerry® Certification Program exam voucher for each of your Named Callers |
| BlackBerry Technical Support Webcast Series | Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios |
| BlackBerry Solve newsletter | SMB edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues |
| Named Callers | 2 |
Not sure if Enhanced Support is right for you?
- Compare solution levels
- View the BlackBerry® Technical Support Services solution chooser
- Find out about Advantage Support
- Find out about Basic Support
Ready to buy?
Find out how to purchase BlackBerry Technical Support Services
Find out if BlackBerry Technical Support Services is available in your country
Find a reseller or contact BlackBerry Solution Sales TSSEurope@rim.com
Not ready for a BlackBerry Technical Support Services subscription?
Learn how to receive and pay for support on a per-incident basis
1 A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
2 Service only offered where available.
3 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and RIM for this service to take place.
4 The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
Advantage Support
Ready to Buy?
Advantage Support provides problem management, software updates and optional support features such as Direct to Level Two Support and a Support Service Specialist to help manage problems and avoid technical issues.
You’ll also have access to self-service tools such as the BlackBerry® Expert Support Center, technical webcasts and the BlackBerry® Solve newsletter.
Service Features
| Coverage and Access |
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| Problem Management | Critical technical issues can be managed in a formal Problem Management process |
| Direct to Level Two Support | Optional service: Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue |
| Application Development Incidents | Optional service: Purchase 10 application development support incidents to troubleshoot issues with custom application development for your BlackBerry platform |
Preventive Services
| Support Service Specialist (SSS) | Optional service: A Support Service Specialist will review outstanding technical issues, interact with Problem Management and manage escalations as required |
| Tech-to-site Assistance | Optional service: A technical resource is dispatched to your location within 24 to 48 hours |
Value-added Features
| BlackBerry Expert Support Center | A secure, online resource for Named Callers that provides access to self-service tools and resources |
| BlackBerry Software Service Packs and Hotfixes | Available for all BlackBerry software components |
| BlackBerry Software Updates2 | Available for any BlackBerry software components covered under your support subscription |
| BlackBerry® Infrastructure Status3 |
Access to a support tool that shows the status of the BlackBerry Infrastructure |
| BlackBerry Training4,5 |
50% discount on open session training for each Named Caller |
| BlackBerry Certification | One BlackBerry® Certification Program exam voucher for each of your Named Callers |
| BlackBerry Technical Support Webcast Series |
Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios |
| BlackBerry Solve Newsletter | SMB edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues |
| Named Callers |
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Not sure if Advantage Support is right for you?
- Compare solution levels
- View the BlackBerry Technical Support Services solution chooser
- Find out about Enhanced Support
- Find out about Basic Support
Ready to buy?
Find out how to purchase BlackBerry Technical Support Services
Find out if BlackBerry Technical Support Services is available in your country
Not ready for a BlackBerry Technical Support Services subscription?
Learn how to receive and pay for support on a per-incident basis
1 The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
2 For solutions being covered and paid for as part of the support subscription only.
3 A Valid Non-Disclosure Agreement is required between the subscribing organisation and Research In Motion (RIM).
4 Service only offered where available.
5 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and RIM for this service to take place.
Support Level Comparison
View the support level comparison below to compare the features and services offered by each level of support. To learn more about what's included in each service offering, view the feature descriptions section below. If you need assistance choosing the right level of support for your organisation, use the BlackBerry® Technical Support Solution Chooser. To learn more about the program in general, view The New BlackBerry Technical Support Services webcast.
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 rate | 24x7 electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response rate | 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response rate |
| 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 | Included | Included | Included |
| 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 Status3 | View status indicator in BlackBerry Expert Support Center | View status indicator in BlackBerry Expert Support Center | View status indicator in BlackBerry Expert Support Center |
| BlackBerry Technical 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'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. 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 specialise 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: 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
- 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 Technical Support Webcast Series: Technically focused webcasts to provide Named Callers with information and workarounds to help proactively diagnose common technical scenarios
- BlackBerry Solve Newsletter: 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
Ready to buy?
Find a reseller or contact BlackBerry Solution sales TSSEurope@rim.com.
Find out if BlackBerry Technical Support Services is available in your country
Not ready for a BlackBerry Technical Support Services subscription?
Learn how to receive and pay for support on a per-incident basis.
1 The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time
2 For solutions being covered and paid for as part of the support subscription only.
3 A Valid Non-Disclosure Agreement required between the subscribing organisation and Research In Motion (RIM).
4 Service only offered where available.
5 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.
Service availability by product
Service Features
View the product comparison below for Basic and Enhanced support to compare the features and services offered for each BlackBerry environment.
| Coverage and Access | BlackBerry® Management Center | BlackBerry® Enterprise Server Express | BlackBerry® Enterprise Server1 | BlackBerry® Mobile Voice System1 |
| Basic Support:24x7 electronic incident submission via the BlackBerry® Expert Support Center with an 8-hour response rate |  |
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| Enhanced Support:24x7 telephone support with an average 90-second response2 and electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response rate | |
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Value-added Services
| Coverage and Access | BlackBerry® Management Center | BlackBerry® Enterprise Server Express | BlackBerry® Enterprise Server1 | BlackBerry® Mobile Voice System1 |
| BlackBerry® Expert Support Center | |
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| BlackBerry® Software Service Packs and Hotfixes | Free software | Free software | |
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| BlackBerry® Infrastructure Status3: View status indicator in BlackBerry Expert Support Center |  |
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| BlackBerry® Training and BlackBerry Certification4,5Web-based, BlackBerry® Certification Program vouchers and 25% off open session training | |
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| BlackBerry® Technical Support Webcast Series | |
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| BlackBerry® Solve Newsletter | |
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| 2 Named Callers | |
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View a comparison of the features and services offered in each support level
1 – BlackBerry Enterprise Server and BlackBerry MVS aren’t separate contracts.
2 – The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
3 – A Valid Non-Disclosure Agreement is required between the subscribing organization and Research In Motion (RIM).
4 – Service only offered where available.
5 – A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.