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BlackBerry Incident Based Support

 

Overview

With BlackBerry® Incident Based Support, you can receive support from the BlackBerry Technical Support team by providing your credit card information (American Express, MasterCard, Visa) before your support issue is addressed.

A technical support incident is one technical question, problem or issue that will be managed until resolution, regardless of the number of contacts (email or telephone) required to resolve it. If a particular technical issue requires multiple interactions with BlackBerry Technical Support to reach a suitable resolution, you’ll only be billed once.

Note: Free support may be available through your wireless service provider, contact them directly to inquire about the support options they provide.

BlackBerry Incident Based Support is available in the following categories:

What’s Needed to Receive BlackBerry Incident Based Support?

To receive BlackBerry Incident Based Support, be prepared to provide the following:

  • Full mailing address
  • Phone number
  • Email address
  • Credit card information
  • The name of your wireless service provider and BlackBerry smartphone PIN (for BlackBerry Internet Service issues)
  • BlackBerry Enterprise Server SRP ID (for BlackBerry Enterprise Server issues)

Note: BlackBerry Incident Based Support issues will be handled on a case by case basis. If Research In Motion (RIM) discovers your technical issue is a RIM software or hardware issue, where RIM is at fault, as determined by RIM, RIM may, at its sole discretion, provide you with a credit.

 

BlackBerry Incident Based Support for Smartphone Users — £35 GBP

BlackBerry® smartphone users can receive support 24 hours a day, 7 days a week for any issues relating to BlackBerry® Internet Service, smartphone functionality and approved smartphone applications.

Purchase a smartphone support incident by calling 0808 100 7466 (toll free) or 44 (0)1753 558401. Upon entering the telephone menu, select option 2 for technical support, followed by option 4 to be routed appropriately.

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BlackBerry Enterprise Server Incident Support — £169 GBP

If you’re running BlackBerry® Enterprise Server – Small Business Edition or have less than 50 users1 activated on your BlackBerry® Enterprise Server, you can purchase incident-based support.

Purchase a BlackBerry Enterprise Server support incident by calling 0808 100 7466 (toll free) or 44 (0)1753 558401. Upon entering the telephone menu, select option 2 for technical support, followed by option 4 to be routed appropriately.

Consider Purchasing an Annual Support Subscription

For less than the cost of 3 support incidents and one major software update, a business with 40 active BlackBerry users and one BlackBerry Enterprise Server could receive 24x7 technical support for a year.

Customers using BlackBerry Enterprise Server Incident Support are eligible to apply the cost of one incident as a credit2 towards the purchase of an annual BlackBerry® Technical Support Services subscription. Upon closure of your support incident, you’ll receive an email with details on how to take advantage of this offer.

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1Customers with 50 or more users on their BlackBerry Enterprise Server have the option to purchase BlackBerry Technical Support Services or contact their wireless service provider for support.
2 No more than one BlackBerry Enterprise Server Incident Support credit can be used at one time and all credits will expire within 30 days of the support incident being closed.

 

Application Development Support — £169 GBP per incident

BlackBerry® Incident Based Support for Developers is a pay-for-support program that allows you to contact the Application Development Support team via email for any development issues.

This support program covers developers using any of the available BlackBerry development tools, such as the BlackBerry® Java® Development Environment (BlackBerry JDE), BlackBerry® JDE Plug-in for Eclipse™, BlackBerry® MDS Studio, BlackBerry® Plug-in for Microsoft® Visual Studio®, Plazmic® Content Developer’s Kit and browser development.

Engage BlackBerry Application Development Support by emailing devsupport@rim.com.

Note: There’ll be no charge for incidents resulting from BlackBerry software defects or known issues.

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