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Complete technical support and software maintenance services for your BlackBerry Enterprise Solution
BlackBerry® Technical Support Services offers a direct line to technical support experts at Research In Motion (RIM) for any hardware- or software-related issues and provides you with free software upgrades throughout your subscription.
Premier Support options are available to enable you to receive the highest levels of technical support possible, including dedicated support resources to make sure your technical issues get the level of attention they deserve.
BlackBerry Technical Support Services helps you realize full value from your BlackBerry® solution and maximizes your productivity by delivering:
- Affordable investment protection: BlackBerry Technical Support Services provides much more than software support, it offers end-to-end protection for all aspects of your BlackBerry deployment.
- A single point of contact: All aspects of the BlackBerry solution are developed by RIM, so regardless of how or where the components of your solution were purchased, the technical support experts at RIM are prepared to deal with your issue.
- Free software upgrades: BlackBerry Technical Support Services customers are entitled to free BlackBerry software upgrades as they become available—allowing you to stay current, and you are fully supported during the upgrade process.
- Convenient contact methods: Contact BlackBerry Technical Support by phone, email or using online self-service options—whichever is most convenient for you.
- Flexible support options: Choose from five different levels of support to get the degree of support you need, when you need it—realizing that you can upgrade as the size and complexity of your BlackBerry deployment demands it.
- Reduced impact and cost of downtime: Downtime means lost efficiency and revenue. Minimize, or even eliminate, downtime by ensuring that technical issues are resolved as quickly as possible.
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Maximize your BlackBerry investment
A BlackBerry® Technical Support Services subscription is truly comprehensive. It includes support for BlackBerry® Enterprise Server software, BlackBerry® Mobile Data System (BlackBerry MDS), BlackBerry® smartphones, device software and connectivity. Enhanced levels of BlackBerry Technical Support Services also provide support for the BlackBerry® Java® Development Environment (BlackBerry JDE) and BlackBerry Software Development Kits that will be of assistance as your team builds and deploys custom applications.
Learn more about the features of each program level
Annual support program pricing
BlackBerry Technical Support Services is an annual subscription-based program. The program offers five different levels of support: Tx1 to Tx5. Program cost is determined by the size of your BlackBerry deployment and the support level you select.
The annual subscription consists of three pricing components:
- Active Client Access License (CAL) fee: A fee is applied for each active CAL covered under your BlackBerry Technical Support Services subscription. The pricing is volume based—so as your number of CALs goes up, the cost you pay per CAL goes down. For details on pricing, please refer to the Active CAL Fee Discount table below.
- BlackBerry Enterprise Server fee: For each server covered under your subscription, a fee will be applied.
- Program fee (Level Tx3–Tx5 only): This fee is reflective of the level of support provided. The advanced levels of support and attention that are offered in levels Tx3–Tx5 provide relationship-based support and an overall improved customer experience.
| Level | Program Fee | Cost/BlackBerry Enterprise Server | Cost/Active CAL* |
|---|---|---|---|
| Tx1 | — | $499 | $19 |
| Tx2 | — | $625 | $25 |
| Tx3 | $9,999 | $749 | $29 |
| Tx4 | Contact us for pricing and to learn more. | ||
| Tx5 | Contact us for pricing and to learn more. | ||
| Level | Program Fee | Cost/BlackBerry Enterprise Server | Cost/Active CAL* |
|---|---|---|---|
| Tx1 | — | $599 | $23 |
| Tx2 | — | $750 | $30 |
| Tx3 | $11,999 | $899 | $35 |
| Tx4 | Contact us for pricing and to learn more. | ||
| Tx5 | Contact us for pricing and to learn more. | ||
| Active CALs Supported | Discount |
|---|---|
| 1–99 | 0% |
| 100–499 | 10% |
| 500–999 | 20% |
| 1,000–4,999 | 30% |
| 5,000–9,999 | 40% |
| 10,000–19,999 | 50% |
| 20,000–49,999 | 60% |
| 50,000 or more | 70% |
- Already know which level is right for you? Purchase Tx1 or Tx2 online. Or contact us to request a price quote, or learn more about the comprehensive support options available to Tx3, Tx4 and Tx5 customers.
- Need help to determine the appropriate level of support for your organization? View the BlackBerry Technical Support Services Selector Tool »
*Volume discounts may apply—see Active CAL Fee table above.
**Pricing is subject to change based on USD exchange rates.
Premier Support. Relationship-based support.
BlackBerry® Technical Support Services offers premier program levels that are ideal for organizations that rely heavily on the BlackBerry® Enterprise Solution and require the highest levels of technical support and software maintenance services.
Tx4 and Tx5 levels of support give you exclusive access to BlackBerry® support account managers and dedicated premier support representatives. Your organization receives one-on-one customer care that’s tailored to your specific business needs.
A Support Account Manager is dedicated to your business
When it comes to troubleshooting and maintaining your infrastructure, you trust the people who know it best. As part of your BlackBerry Technical Support Services premier program level, you get a dedicated Support Account Manager (SAM)—a single point of contact for accessing professional BlackBerry support expertise. Through on-site visits, scheduled follow-up calls and ongoing reporting, your SAM will get to know you, your business and your specific BlackBerry Enterprise Solution implementation. So any issues and concerns that may arise are quickly diagnosed and dealt with.
A Direct Advanced Response Team that understands your technical environment and is solely dedicated to you, the premier support customer
As a Tx4 or Tx5 subscriber, you receive immediate access to DART: the Direct Advanced Response Team. DART is a highly qualified group of BlackBerry experts that specialize in resolving difficult technical issues. As a Premier level customer, you will work directly with DART to diagnose and resolve your technical issues.
Level Tx5 delivers peace of mind
If you’re looking for the ultimate worry-free BlackBerry support option, consider Tx5, the highest level of support. In addition to your dedicated SAM and DART, you will also receive additional backup from:
- An Executive Sponsor: In the unlikely event your SAM and DART cannot provide a resolution, fix, workaround or status update that completely satisfies you, you can escalate your case to your Executive Sponsor—a Research In Motion (RIM) executive that will hear your concerns and decide on an appropriate course of action.
- Tech-to-site: Tx5 customers are also entitled to tech-to-site assistance for serious or critical BlackBerry® Enterprise Server-related issues that, by mutual agreement, cannot be resolved remotely. In as little as 24 hours, a technical representative will be at your site helping your team meet its challenges.
To receive additional information about Premier Technical Support or a price quote, call 1-800-327-9085 (Toll Free), 1-519-888-9137 (International). Or, request to be contacted.
More information
- Need help to determine the appropriate level of support for your organization? View the BlackBerry Technical Support Services Selector Tool »
- Learn more about the benefits of premier support. Download the Premier Program Levels brochure (PDF)
Program Features
BlackBerry® Technical Support Services includes five levels of support that allow your organization to access the degree of support you require. Each program level is comprised of support options that will help you make more efficient and productive use of the BlackBerry® Enterprise Solution.
As the level of BlackBerry Technical Support Services you select increases, so do the support features and relationship-based support options that your organization can take advantage of. The comparison chart below provides a breakdown of the features that are available to you within each program level.
Note: One complimentary BlackBerry® support incident* is provided by Research In Motion (RIM) with the purchase of BlackBerry® Enterprise Server or BlackBerry® Professional Software v4.x and higher. This support incident allows you to contact the technical experts at RIM for troubleshooting assistance if required while getting your new BlackBerry Enterprise Server or BlackBerry Professional Software up and running.
Program Feature Descriptions
Telephone Support
BlackBerry technical experts are available to address your support issues as they arise. Level 2–Level 5 customers can access these experts 24 hours a day, seven days a week.
Email Support
Email support is managed in the same way as telephone support. RIM technical experts are available to assist you during the support hours that correspond with your subscription level. Level 2–Level 5 customers can access these experts 24 hours a day, seven days a week.
Named Callers
Named callers are the BlackBerry experts within your organization that are designated to escalate issues to BlackBerry Technical Support. Named callers ensure your technical experts are the ones that get the technical answers you need.
BlackBerry Enterprise Server Support
Work directly with BlackBerry Technical Support experts to resolve technical issues related to BlackBerry Enterprise Server and gain insight into simplified management and centralized control of your BlackBerry deployment.
Support for BlackBerry Connect Technology
BlackBerry Connect technology allows leading handset manufacturers to integrate key BlackBerry functionality, including push email, into devices. Now you can access the specialized support required for these devices.
Software Releases
Free BlackBerry Enterprise Server software releases and support during the upgrade process will enable your organization to make use of the most up-to-date tools and functionality the BlackBerry Enterprise Solution has to offer. This program feature ensures your BlackBerry investment stays current.
Enhanced Technical Knowledge Center
Receive all the features and benefits of online support in the standard BlackBerry Technical Solution Center, with the addition of online self-service support within the Enhanced Technical Knowledge Center (TKC). Upon signing into the Enhanced TKC, you gain access to:
- BlackBerry Enterprise Server software upgrades
- My Service Requests, an online tool that will allow you to create, search and view the status of support tickets that your organization has opened with BlackBerry Technical Support. You also have the capability to edit and/or close any of your existing tickets
- Online chat is an available support option for Level 3–Level 5 customers
Priority Queuing
When you need support and you don’t want to wait, priority queuing takes you to the front of the line.
Non-production Server Support
The BlackBerry Enterprise Server you use for application development or system backup are supported and protected at no additional cost to your organization.
BlackBerry Enterprise Server Migration Support
In the event you need to move your BlackBerry Enterprise Server to new hardware and want to prevent downtime, you can request a migration kit from RIM. The migration kit includes a new BlackBerry Enterprise Server SRP ID to be installed within your technical environment. You will have a 90-day period from the time you receive the new SRP ID to install and migrate BlackBerry users from your original BlackBerry Enterprise Server to the new one. After 90-days, your new SRP ID will remain active, and your old SRP ID will be deactivated.
Emergency PIN Alerts
Emergency PIN alerts allow you to send critical messages via PIN-based messaging when standard email channels are cut off or temporarily shut down, ensuring your wireless users immediately know the status of the situation or special instructions you would like to provide to them.
BlackBerry Training
BlackBerry Training helps your IT team manage your BlackBerry Enterprise Solution deployment more efficiently and improve the experience of your BlackBerry smartphone users. With a Level 1 or Level 2 subscription, you can take advantage of a reduced rate on a one-day open session, while a Level 3 subscription entitles you to a free one-day open session. With a Level 4 or Level 5 subscription, you can take advantage of a free one-day on-site training session at your business location for up to 12 attendees. A second day of training is available at a reduced rate.
BlackBerry Application Development Incident Support
When you are developing new applications for your BlackBerry solution, you don’t have to do it alone. With a level Level 3–Level 5 subscription, you can enlist the expert help of the RIM Application Development Team. As you perfect your custom applications, you can use your Development Support Incidents to troubleshoot any issues that arise.
Code Signing for Controlled APIs
If you are developing custom applications, you may use controlled BlackBerry application programming interfaces (APIs), provided your applications meet certain identification, security and export control conditions. Upon request, RIM can issue you a set of digital keys for code signing at no charge. Your request will be processed within two business days, instead of the standard five-day process time for non-BlackBerry Technical Support Services customers.
Support Account Manager
A Support Account Manager (SAM) will serve as your dedicated relationship manager for support issues. Your SAM will get to know your business and your specific BlackBerry Enterprise Solution implementation through on-site visits and scheduled follow-up calls. Your SAM will work closely with the Direct Advanced Response Team (DART) to ensure your issues are resolved as quickly as possible.
Direct Advanced Response Team
The RIM Direct Advanced Response Team (DART) specializes in resolving difficult technical issues. As a Premier Support subscriber (Level 4–Level 5), you can contact DART experts directly with any technical question or issue right away.
BlackBerry Infrastructure Notifications
BlackBerry Infrastructure notifications proactively alert you by email of any maintenance, interruptions or outages that occur in the BlackBerry Infrastructure. All BlackBerry Infrastructure notifications are confidential to RIM. In order to receive BlackBerry Infrastructure notifications, you must have a valid Non-Disclosure Agreement signed with RIM.
Secondary BlackBerry Technical Support Services Access Code
The secondary BlackBerry Technical Support Services access code is designed for use by your IT help desk or field technical staff who are not primary named callers. This code provides access 24 hours a day, 7 days a week, to a BlackBerry Technical Support representative who is not a member of DART.
BlackBerry Enterprise Volume Licensing Program
Enrollment in the BlackBerry Enterprise Volume Licensing Program offers your organization improved Client Access License (CAL) fees, regardless of the quantity of licenses being purchased at one time. This program also provides simplified CAL purchasing by adding more flexible purchasing options.
Tech-to-site Assistance
Certain serious or critical issues may require on-site technical assistance. When these issues occur, your Level 5 subscription ensures that a technical representative is available to travel to your location in as little as 24 hours to help you restore service.
Executive Sponsor
In the unlikely event that your SAM and DART can’t provide a resolution, fix, workaround or status update that completely satisfies you, you can consult with an Executive Sponsor—a RIM executive who will hear your concerns and decide on an appropriate course of action.
*Available only in countries where BlackBerry Technical Support Services is available for sale. Support incident must be used within 60 days of registration.
Where to Buy BlackBerry Technical Support Services
- Already know which level is right for you? Purchase Tx1 or Tx2 online or request pricing for Tx3, Tx4 and Tx5 support
- Need help to determine the appropriate level of support for your organization? View the BlackBerry® Technical Support Services Selector Tool »
More information
- Request to be contacted
- Additional information and price quotes: BlackBerry® Sales at 1-800-327-9085 (Toll Free), 1-519-888-9137 (International)
- For government-specific pricing, please contact CDW or GTSI
- View a list of BlackBerry Technical Support Services Authorized Resellers
- View the list of countries where BlackBerry Technical Support Services is available for sale
BlackBerry Incident Based Support
BlackBerry® Incident Based Support offers technical support to BlackBerry customers who are not currently enrolled as subscribers to BlackBerry® Technical Support Services.
BlackBerry Incident Based Support entitles direct from the manufacturer support by providing credit card information (American Express, MasterCard, Visa) in advance of your support issue being addressed.
An 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 will only be billed once.
BlackBerry Incident Based Support is offered in USD, CAD, GBP and EURO.
Note: Free support may be available through your wireless service provider, please contact them directly to inquire about the support options they provide.
BlackBerry Incident Based Support has been established in the following categories:
- BlackBerry® Internet Service Incident Support
- BlackBerry® Enterprise Server Incident Support
- Application Development Incident Support
What is needed to receive BlackBerry Incident Based Support?
To receive BlackBerry Incident Based Support, please be prepared to provide the following information:
- Full Mailing Address
- Phone Number
- E-mail 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.
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BlackBerry Incident Based Support for Smartphone Users — $49 USD/$55 CAD*
BlackBerry smartphone users can receive direct support from Research In Motion (RIM) 24 hours a day, seven days a week for any issues relating to BlackBerry Internet Service, smartphone functionality, and approved smartphone applications at a cost of $49 USD/$55 CAD* per incident.
Purchase a smartphone support incident by calling the appropriate number below. Upon entering the telephone menu, please select option two for technical support, followed by option four to be routed appropriately.
North America
Europe
International
Toll Free 1-877-255-2377 or 1-519-888-6181
Toll Free (UK) 0808 100 7466 or 44 (0)1753 558401
+519-888-6181
*Pricing in CAD may vary based on USD exchange rates.
BlackBerry Enterprise Server Incident Support — $249 USD/$280 CAD*
If you are running BlackBerry® Enterprise Server – Small Business Edition or have less than 50 users** activated on your BlackBerry® Enterprise Server, you can purchase incident-based support at a cost of $249 USD/$280 CAD* per incident.
Before moving ahead with this support option, we recommend that you consider the value of an annual BlackBerry® Technical Support Services contract.
For less than the cost of three support incidents and one major software upgrade, a business with 40 active BlackBerry® users and one BlackBerry Enterprise Server could receive 24x7 technical support and free software upgrades for an entire year from Research In Motion (RIM). The cost to upgrade to BlackBerry Enterprise Server v4.1 is $999 USD.
Customers using BlackBerry Enterprise Server Incident Support are eligible to apply the cost of one incident as a credit*** towards the purchase of an annual BlackBerry Technical Support Services subscription. Upon closure of your support incident, you will receive an email including details on how to take advantage of this offer.
Purchase a BlackBerry Enterprise Server support incident by calling the appropriate telephone number below. Upon entering the telephone menu, please select option two for technical support, followed by option four to be routed appropriately.
North America
Europe
International
Toll Free 1-877-255-2377 or 1-519-888-6181
Toll Free (UK) 0808 100 7466 or 44 (0)1753 558401
+519-888-6181
*Pricing in CAD may vary based on USD exchange rates.
**Customers 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.
***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. Credit offer valid only to customers that reside in countries where BlackBerry Technical Support Services is sold. View a list of the countries where BlackBerry Technical Support Services is currently available
Application Development Support — $249 USD/$280 CAD* per incident
BlackBerry® Incident Based Support for Developers is a pay-for-support program that allows you to contact the Research In Motion (RIM) Application Development Support team via email for any development issues at a cost of $249 USD/$280 CAD* per incident.
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. It allows you to pay for and receive technical support when you need it most—at the time of the support issue.
This support option has been implemented to allow non BlackBerry® Technical Support Services customers, as well as Tx1 and Tx2 customers, to access BlackBerry application development experts. This incident support offering can help you take your wireless solution beyond email—enabling you to mobilize applications and accelerate time to results.
Engage BlackBerry Application Development Support now by emailing devsupport@rim.com.
Note: There will be no charge for incidents resulting from BlackBerry software defects or known issues.
*Pricing in CAD may vary based on USD exchange rates.