Business Services by BlackBerry

Your trusted Enterprise mobility partner for serious business

Unleash the power of your enterprise mobility solution

BlackBerry® is here to support you globally—directly or through a partner—with advice, analysis, implementation, and migration expertise. For more than 10 years, we’ve offered this critical capability, building relationships with productivity-driven, security conscious business leaders evolving their complex mobile environments.

From growth businesses to global enterprise, we’ve built a reputation for excellence in delivering not only technical support, but helping to maintain oversight and strategic direction of evolving technology environments.

How to get support

Please contact your preferred BlackBerry partner for purchasing information

Call +1-647-426-1108

Support for Partners

BlackBerry Technical Support Services

BlackBerry Technical Support Services

You can rely on the industry-leading Advantage Support that is included with all BES12 Annual Subscriptions to help evolve your EMM strategy and maintain your complex and demanding environment. With relationship-based Premium Support and Optional Services, you can provide even greater user satisfaction, drive business continuity, and achieve cost efficiencies.

Advantage

Included with all BES12 Annual Licenses, Advantage support plays a role in the ongoing success of your enterprise mobility management cross-platform solution. Optional services help further your objectives with tools, oversight, redundancy and more.


24x7x365 Phone support to Level 1 Associates2

90 second telephone pick-up for high severity issues

5 Named Callers3

Access to knowledge and productivity tools via myAccount Portal5

Web-based training included and certification discounts

1 certification voucher per Named Caller

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional Services

Ability to purchase Optional Services: BES12 Planning, BES12 Remote Installation, BES12 Migration, Remote Health Assessment, Direct-to Level 2, On-site Support (Tech to Site), and Additional Named Callers

Please contact your preferred BlackBerry partner for purchasing information

Premium

Premium offers the highest level of relationship-based support for businesses with mission-critical needs, and expectation of personal engagement, dedicated resources, proactive planning services, and cost containment. Premium is ideal for customers with deployments exceeding 2,500 devices1 under management on a BES.


24x7x365 Phone support to Level 3 Analysts (DART)2

90 second telephone pick-up for high severity issues

25 Named Callers3

Designated Support Account Manager (SAM)

BES12 Planning Service

Remote Health Assessment (two per year)

On-site training and certification4

1 certification voucher per Named Caller

Access to knowledge and productivity tools via myAccount Portal5

Monthly Solve eNewsletter

Monthly Technical Webcast


Optional services

Ability to purchase Optional Services: BES12 Remote Installation, BES12 Migration, Designated Senior Technical Analyst (DSTA), Tech to Site Assistance, Direct Enterprise Connection (DEC) or Additional Support Account Manager (SAM)

Please contact your preferred BlackBerry partner for purchasing information

BlackBerry Professional Services

BlackBerry is pleased to offer optional planning, installation and migration services to help you get BES12 up and running effectively.

Leverage planning, implementation and migration services to ensure BES12 is optimized for your business. Our experts will ensure that BES12 is deployed to optimize your security, productivity and continuity requirements. We can help you achieve your objectives where visibility is high:

  • BlackBerry can complete BES12 migrations for you.
  • Our expertise reduces your implementation risk.
  • We can work together to develop a schedule that works for you.

Once installed, you can rely on the industry-leading support that is included with all BES12 Annual Subscriptions or your current paid support program to help evolve your EMM strategy and maintain your complex and demanding environment.

BES DIY TOOLS

Available for FREE in the BlackBerry Enterprise Support Center, these tools, training, and documentation are designed to help companies of all sizes create a simple plan and execute against that plan where there is internal expertise and bandwidth to drive a successful integration.

For existing customers, log in to the BlackBerry Enterprise Support Center

BES12 PLANNING*

Prior to installing BES12, a member of the BlackBerry Services team will help you develop your implementation plans. You will receive a custom architecture guide so that you can move through the installation steps with ease and confidence.

*Included with Premium Support.

BES12 REMOTE INSTALLATION

Lower your costs by leveraging remote tools and installation assistance from the experts. The BlackBerry Services Team will work with you to understand your EMM environment and to create a custom installation plan suitable for your environment. Once you have approved the installation plan, a member of the BlackBerry Services team will remote into your environment and install BES12.

BES12 MIGRATION

Leverage repeatable process/tools from our Services Team and migration tools that are built directly into the product. Not only will BlackBerry work to understand your EMM environment and install BES12 based on your specifications, but the team will help you migrate your users from the existing EMM solution to BES12. This will ensure that you will be able to take advantage of BES12 as soon as possible and can leverage your internal resources for other projects.

How to buy BlackBerry Professional Services

Support program offerings

Not all support is created equal. Find out about our award-winning programs offering:

24x7x365 Incident Reporting

24x7x365 Incident Reporting

Global telephone/electronic support is standard, plus a variety of experienced resource and response teams to compliment your business.

Self-Service and Diagnostic Tools

Self-service and diagnostic tools

The BlackBerry Expert Support Center is your one-stop shop with a best in class experience. Manage subscriptions, initiate services and more.

Proactive and Optimization Services

Proactive and optimization services

From BlackBerry Infrastructure Notifications, Direct Enterprise Connection (DEC) to Remote Health Checks, BlackBerry helps you optimize your environment.

Knowledge Tools

Knowledge tools

Named Callers provided with Certification Vouchers, On-demand and on-site training options are available along-side webcasts, Solve Newsletter, and anytime access to Knowledge Base articles.

  1. 1Minimum 2,500 devices required to qualify.
  2. 2Average 90-second phone response time for high severity issues.
  3. 3Option to purchase more.
  4. 4BlackBerry will fund up to $7500 in onsite training per annual term.
  5. 5The myAccount portal, formerly known as The BlackBerry Expert Support Center (BESC), is a secure, online resource center for Named Callers. Included are self-service tools and resources to trouble-shoot common issues, and the ability to create and manage service requests.
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