Technical Support |
Annual Support Program | |
Technical support services is an annual subscription based service which takes into account the level of service you require depending on your BlackBerry infrastructure.
The fee payable is reflective of the support provided. The advance levels of support, are offered in Silver and Gold, result in faster resolution times, relationship-based support and an overall improved customer experience.
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Support Levels
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There are three levels of support starting with the Bronze, which covers only the basics, that some organisations requiring a low level of support need.
The Silver package is for organisations that have a Blackberry infrastructure and requires a more effective pro-active support program.
The top level Gold package is for organisations with an extensive BlackBerry infrastructure that needs responsive and pro-active support. |
Telephone Support | |
| BlackBerry® experts are available to address your support issues as they arise.
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E-mail Support | |
| E-mail support is managed in the same way as telephone support.
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Support Priority Times |
The level of timed response for resolution of the problem is dependant on the level of support purchased.
The priority level of the support incident will be determined on the initial contact with the BlackBerry support team and will be agreed with the contact.
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Dedicated Account Manager |
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A dedicated Account Manager (DAM) will serve as your dedicated relationship manager for support issues. Your DAM will get to know your business and your specific BlackBerry Enterprise Solution implementation through on-site visits and scheduled follow-up calls. Your DAM will work closely with the Dedicated Technical Support Manager (DTSM) to ensure your issues are resolved as quickly as possible.
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Dedicated Technical Support Manager |
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The Dedicated Technical Support Manager (DTSM) specializes in resolving difficult technical issues. As a Gold Support subscriber, you can contact DTSM experts directly with any technical question or issue right away. Through DTSM, Gold Support level customers have a higher percentage of their issues resolved on first contact and will experience fewer situations which require escalation.
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Tech to Site Assistance |
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Certain serious or critical issues may require on-site technical assistance. When these issue occur, your the Gold support package ensures that a technical representative is available to travel to your location to help you restore service.
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BlackBerry Infrastructure Notifications |
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BlackBerry infrastructure notifications proactively alert you by email of any maintenance, interruptions or outages that occur in the BlackBerry Infrastructure.
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Gold Support. Relationship based support. |
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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.
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Bi Annual Health Checks |
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The Gold support package is proactive and to ensure that you BlackBerry Infrastructure is maintained at an optimal level, your Dedicated Technical Support Manager (DTSM) will twice yearly check you BlackBerry Infrastructure's health.
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Software Patch Updates |
With Gold support package any update and patch released for your BlackBerry Infrastructure will be initially discussed with you and then deployed at a time agreed to minimise service interruption for your users.
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