Compucom
Skip Navigation Links
Home
Brands
Software
Events
Canada-CCSI
State and Local Government
Contact Us
Home > Software > New Releases > BlackBerry Technical Support Services



BlackBerry Technical Support Services

Just When You Thought You Had The Best In Support, Two Enhanced Programs Now Bring You More
 

See what’s in the support program now!

  • Electronic incident submission through the new BlackBerry Expert Support Center with a response by phone or email
  • New support queue with Direct Access to Level Two Support analysts
  • Relationship based support. Support Service Specialists, Support Account Managers, the Direct Advanced Response Team (DART) and a full-time, on-site technical expert for Elite subscribers
  • Training packages that grow in scope with your support level, ranging from web-based training to instructor-led webinars and on-site training days; all support levels include BlackBerry Certification exam vouchers for each Named Caller and discounts on your subscription renewals based on the number of Named Callers that achieve BlackBerry Certification
  • eNewsletters and webcasts boost knowledge transfer, covering issues and potential work arounds/resolutions



BlackBerry Technical Support Services for Small and Medium Busines 

 
Service Features:

Feature
 Basic Support Enhanced Support Advantage Support
Coverage and Access 24x7 electronic incident submission via the BlackBerry® Expert Support Center with a 24-hour response 24x7 electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response 24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response
Problem Management N/A N/A Included
Direct to Level Two Support Resources N/A N/A Optional
Application Development Incidents N/A N/A Optional

Value-added Features:

Feature
 Basic Support Enhanced Support Advantage Support
BlackBerry Expert Support Center Basic Version Basic Version Standard Version
BlackBerry Software Service Packs and Hotfixes Included Included Included
BlackBerry Software Updates2 N/A N/A BlackBerry® Enterprise Server and other supported BlackBerry software products covered under your support subscription
BlackBerry® Infrastructure Status and Notifications3 N/A N/A View status and event details in BlackBerry Expert Support Center
BlackBerry® Training and BlackBerry Certification4,5 Web-based and BlackBerry Certification vouchers Web-based and BlackBerry Certification vouchers Web-based or 50% discount on instructor-led training and BlackBerry Certification vouchers
BlackBerry Technical Webcast Series Included Included Included
BlackBerry Solve Newsletter Included Included Included
Named Callers 2 2 5


1 The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time
2For solutions being covered and paid for as part of the support subscription only.
3 A Valid Non-Disclosure Agreement required between the subscribing organization and Research In Motion (RIM).
4 Service only offered where available.
5 A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organization and RIM for this service to take place.





 






    HOME        COMPANY        SERVICES        INDUSTRIES       PRODUCTS        NEWS & EVENTS        CLIENT PORTAL 

Copyright 2010 CompuCom. All rights reserved. CompuCom is a registered trademark of CompuCom. The names and logos of any companies or products mentioned herein may by the trademarks of their respective owners in the United States, Canada, and/or other countries. The information contained herein is subject to change without notice. 7171 Forest Lane, Dallas, TX 75230.
www.compucom.com