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. BlackBerry Technical Support Services comes with all enterprise software subscriptions, including BlackBerry® Enterprise Mobility Suite, BlackBerry® UEM and BlackBerry® Workspaces. It provides direct access to technical experts to maximize uptime and ensure your solution is performing to your expectations. 

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. 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

Contact BlackBerry

To purchase support call 1-855-286-6216
Outside North America call 1-647-426-2938

Support for Partners

Are you a Systems Integrator, Solutions Provider and/or Host looking to provide support for BlackBerry enterprise solutions?

Support That Fits Your Needs

Advantage Support is included with all enterprise software subscriptions (both on-premise and cloud-based), 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 BlackBerry UEM as they become available.

Premium Support and Optional Services include features to help drive business continuity and higher response time with direct routing to BlackBerry Tier 3 experts.

  • Advantage Support Details

    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 Associates
    • 2-hour response time for high severity issues
    • 5 Named Contacts1
    • BlackBerry Software Assurance for perpetual licenses
    • Access to knowledge and productivity tools via myAccount Portal2
    • 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 Support Details

    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)3
    • 90 second telephone pick-up for critical issues
    • 25 Named Contacts4
    • BlackBerry Software Assurance for perpetual licenses
    • Access to knowledge and productivity tools via myAccount Portal2
    • 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)5

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

Support Resources

1 Option to purchase more.
2 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.
3 Available for on-premise BES deployment only.
4 BlackBerry will fund up to $7500 USD in onsite training per annual term.
5 Available for BES5 only.