BlackBerry Premium Support

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BlackBerry Premium Level, Technical Support Services for BlackBerry ServersBlackBerry Premium Level Enterprise Support Services

Premium Support offers a designated Support Account Manager (SAM) who’ll prioritize outstanding technical issues, manage escalations, as well as provide ongoing reporting and status updates. There are a range of BlackBerry Premium Level Enterprise Support Service programs to fit your BlackBerry support needs. Costs range according to Premium Support programs selected, such as the BES - Premium Program - Includes 1-1,000 Active CALs which provides designated Support Account Manager to be your advocate and proactively advise you of upcoming software releases, apps or known issues that may be of interest. BES and BES w/MVS - Premium Program - Per Active CAL - 5,000-9,999 Active CALs covers businesses with 5,000 – 9,999 active CALs. The BES - Premium and Elite Programs - Regional SAM provides a secondary support account manager (SAM) that is dedicated to a second or geographically dispersed IT center. BES w/MVS - Premium Program - Includes 1-1,000 Active CALs, and the BES and BES w/MVS - Developer Support - 10 Call Pack makes sure you have access to BlackBerry Developers as needed. BlackBerry Premium Level Enterprise Support Service programs are flexible and customizable to fit your needs. Read BlackBerry Premium Level Enterprise Support Services features below to familiarize yourself with Premium Level Support. Wireless by eAccess is happy to help determine which BlackBerry Premium Support services best fits your needs. For detailed quotes or further information call us at (847) 701-3025.

 

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BlackBerry Premium Support Level Features

Coverage and Access
  • 24x7 telephone support with DART with an average 90-second response1
  • Electronic incident submission with a 1-hour response by telephone or email
Problem Management Critical technical issues can be managed in a formal Problem Management process
Direct Advanced Response Team (DART) Direct access to the most highly qualified team of technical resources within BlackBerry® Technical Support Services
Application Development Incidents Submit 20 application support incidents for issues related to custom application development for your BlackBerry platform
Secondary Access Code Provides field technical staff and non Named Callers with access to BlackBerry Technical Support Services when Named Callers are not available
Support Account Manager (SAM) Designated resource to triage outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate
Health Check Services Submit your BlackBerry® Enterprise Server log files for review to help ensure the stability of your BlackBerry solution
Continuity of Operations Alerts Push messages to BlackBerry smartphone users via PIN-to-PIN messaging in the event of a disaster situation
Change Management Planning Services Before a BlackBerry solution update, you can request a review of your implementation plan
Tech-to-site Assistance Optional service: A technical resource is dispatched to your location within 24 to 48 hours
Secondary Support Account Manager Optional service: A resource that performs the full responsibilities of a Support Account Manager, but is dedicated to a second or geographically dispersed IT center
BlackBerry Expert Support Center Premium 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 any BlackBerry software components covered under your support subscription
BlackBerry Software Updates Available for BlackBerry enterprise software and other software components covered under your support subscription
BlackBerry Infrastructure Status and Notifications Notifications of planned or unplanned network-related events and 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
  • 2% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 10%)
BlackBerry Training One free onsite training session (up to a maximum of 4 days)
Enterprise Volume Licensing A program which offers improved pricing on Client Access Licenses (CALs) regardless of the quantity being purchased and flexible CAL purchasing options that may help reduce the administrative tasks associated with purchasing
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 Premier edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues
Performance and Load Testing Tools Access to tools to allow the simulation of scenarios such as update, migration, load balancing and failover so your organization can perform production-type tasks in a virtual environment
Named Callers
  • 15
  • Optional feature: Add Named Callers as required