BlackBerry Advantage Support Level Features
|
Coverage
and Access |
- 24x7 telephone support
with an average 90-second response1
- Electronic incident
submission with a 2-hour response by telephone or email
|
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 |
Support
Service Specialist (SSS) |
Optional service:
A Support Service Specialist will review outstanding technical issues,
interact with Problem Management and manage escalations as required |
BlackBerry
Expert Support Center |
Standard version of the 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 Updates |
Available for any BlackBerry
software components covered under your support subscription |
BlackBerry
Infrastructure Status |
Access to a support tool that
shows the status of the BlackBerry Infrastructure |
BlackBerry
Certification |
- One BlackBerry
Certification Program exam voucher for each of your Named Callers
- 1% discount per BlackBerry
Certified Named Caller on your support subscription renewal (up to a
maximum of 5%)
|
BlackBerry
Training |
Choose between one Named Caller
enrolling in a series of online webcasts or your organization receiving a
50% discount on open session training for each of your Named Callers |
BlackBerry
Technical Support Services Webcast Series |
Monthly webcasts to provide Named
Callers with information and workarounds to proactively diagnose common
technical scenarios |
BlackBerry
Solve Newsletter |
Standard edition of the monthly
enewsletter sent to Named Callers to communicate technical information such
as fixes and workarounds for common technical issues |
Named
Callers |
- 5
- Optional
feature: Add Named Callers as
required
|