Support
Local Navigation
Technical Support Services
| Overview | Annual Support Program | Premier Support | Program Features | Incident Based Support | Where to Buy |
Complete technical support and software maintenance services for your BlackBerry Enterprise Solution
Technical Support Services offers a direct line to BlackBerry® 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.
Technical Support Services helps you realize full value from your BlackBerry solution and maximizes your productivity by delivering:
- Affordable investment protection: 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: 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.
More information
- Technical Support Services brochure (PDF)
- Annual Subscriptions
- Premier Technical Support
- Program Features
- BlackBerry Incident Based Support
- Purchase Technical Support Services
- Countries of Availability
Annual Support Program
Maximize your BlackBerry investment
Technical Support Services provides affordable, flexible and direct access to the resources you need to leverage your BlackBerry® Enterprise Solution to its maximum potential. Ensure your organization is protecting its BlackBerry® investment.
With Technical Support Services, you can:
- Stay current with FREE Software upgrades
- Better manage your IT resources and budgets
- Protect your mission-critical BlackBerry deployment
- Minimize downtime of your BlackBerry solution
More than just software support
A 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 Technical Support Services also provide support for BlackBerry® Java™ Development Environment (JDE) and BlackBerry Software Development Kits that will be of assistance as your team builds and deploys custom applications.
Regardless of how or where your solution was purchased, BlackBerry Technical Support provides a single point of contact to assist with any BlackBerry technical issues.
Learn more about the support features offered with each program level
Annual support program pricing
Technical Support Services is an annual subscription-based program which takes into consideration the size of your BlackBerry deployment and the level of services offered to determine support costs.
The annual Technical Support Services subscription consists of three pricing components:
- Active Client Access License (CAL) fee. A fee is applied for each active CAL covered under your 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 Technical Support Services 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* result in faster resolution times, relationship based support and an overall improved customer experience.
| Level | Program Fee | Cost/BlackBerry Enterprise Server | Cost/Active CAL** |
|---|---|---|---|
| Tx1 | - | $499 | $19.00 |
| Tx2 | - | $625 | $25.00 |
| Tx3 | $9,999 | $749 | $29.00 |
| 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 | $23.00 |
| Tx2 | - | $750 | $30.00 |
| Tx3 | $11,999 | $899 | $35.00 |
| 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? 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? Learn more »
* Availability may vary. Please contact BlackBerry Sales for more details: sales@blackberry.net.
** Volume discounts may apply – see Active CAL Fee table above.
Premier Support. Relationship based support.
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 managers and dedicated premier technical 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 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 additional contact, 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 right away — often on first contact. As a Premier level customer you will work directly with DART to diagnose and resolve technical issues.
More information
Need help to determine the appropriate level of support for your organization? Learn more »
Learn more about the benefits of premier support. Download the Premier Program Levels brochure (PDF)
* Availability may vary. Please contact BlackBerry Sales for more details: sales@blackberry.net.
Program Features
Technical Support Services is a flexible program that allows 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 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 with the purchase of BlackBerry Enterprise Server 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 up and running.
Program Feature Descriptions
Telephone Support
BlackBerry technical experts are available to address your support issues as they arise. Tx2 – Tx5** 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. Research In Motion (RIM) technical experts are available to assist you during the support hours that correspond with your subscription level. For Tx1 this is 8 AM to 8 PM on Monday to Friday (your local time), with Tx2-Tx5 customers receiving 24x7 email support.
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 Tx3 – Tx5** 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.
User Alerts
User 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 Enterprise Server Advanced Administration Training
Advanced Administrator helps your IT team to manage your BlackBerry Enterprise Solution deployment more efficiently and improve the experience of your BlackBerry smartphone users. With a Tx1 or Tx2 subscription, you can take advantage of a reduced rate on a one-day open session, while a Tx3 subscription entitles you to a free one-day open session. With a Tx4 or Tx5** 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 Tx3 – Tx5** 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-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 Premium Support subscriber (Tx4 – Tx5**), you can contact DART experts directly with any technical question or issue right away. Through DART, Premier Support level customers have a higher percentage of their issues resolved on first contact and will experience fewer situations which require escalation.
BlackBerry Infrastructure Notifications
BlackBerry infrastructure notifications proactively alert you by email of any maintenance, interruptions or outages that occur in the BlackBerry® Infrastructure.
Secondary Technical Support Access Code
The secondary 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 the best possible 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 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 an appropriate course of action.
* Available only in countries where Technical Support Services is available for sale. Support incident must be used with 60 days of registration.
** Availability may vary. Please contact BlackBerry Sales for more details: sales@blackberry.net.
BlackBerry Incident Based Support
BlackBerry Incident Based Support is the technical support solution developed for BlackBerry® customers who are not currently enrolled as annual subscribers to BlackBerry Technical Support Services.
BlackBerry Incident Based Support entitles direct from 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.
Note: Free support may be available through your wireless service provider, please contact them directly to inquire about the support options they provide.
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 you should be prepared to provide the following information:
- Full Mailing Address
- Phone Number
- Email Address
- Credit Card Information (Card holders name, card type, card number, expiry date)
- Name of wireless service provider and BlackBerry Device PIN (for BlackBerry Internet Service issues)
- BlackBerry Enterprise Server SRP ID (for BlackBerry Enterprise Server issues)
Note: Incident Based Support issues will be handled on a case by case basis. If 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 Internet Service Incident Support - $49 USD
BlackBerry Internet Service subscribers and customers operating on BlackBerry Desktop Redirector have the option to receive direct support from RIM 24 hours a day, 7 days a week at a cost of $49 USD per incident.
Purchase a BlackBerry Internet Service support incident by calling the appropriate number below. Upon entering the telephone menu please select option 2 for technical support, followed by option 4 to be routed appropriately.
| Australia | Other Countries |
| 0011 80025523771 (international number) | +1-519-888-6181 |
BlackBerry Enterprise Server Incident Support - $249 USD
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 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 3 support incidents and one major software upgrade, a business with 40 active BlackBerry users and 1 BlackBerry Enterprise Server could receive 24 x 7 technical support and free software upgrades for an entire year from 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 2 for technical support, followed by option 4 to be routed appropriately.
| Australia | Other Countries |
| 0011 80025523771 (international number) | +1-519-888-6181 |
Application Development Incident Support - $249 USD per incident
Incident Based Support for Developers is a pay-for-support program that allows you to contact RIM’s Application Development Support team via email for any development issues at a cost of $249 USD per incident.
This support option covers developers using the BlackBerry Java Development Environment (JDE) and the BlackBerry Mobile Data Service. 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 jde@rim.com.
** 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 Technical Support Services is sold. Click here for a list of countries where Technical Support Services is currently available.
Where to Buy Technical Support Services
- Additional information and price quotes: BlackBerry Sales at 1-519-888-9137 (International)
- Request to be contacted
- Need help to determine the appropriate level of support for your organization? Learn more »
- Technical Support Services is currently available in the following countries/regions