BlackBerry Technical Support Services Program Description ( Technical Support Services Program Description )

Transcription

1 BlackBerry Technical Support Services Program Description ( Technical Support Services Program Description ) NOTE: This document includes all attached Annexes, is provided for informational purposes only, and does not constitute a binding legal document. RIM assumes no responsibility for any typographical, technical or other inaccuracies in this document. RIM reserves the right to periodically change information that is contained in this document; however, RIM makes no commitment to provide any such changes, updates, enhancements or other additions to this document to you in a timely manner or at all. THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE CONTENT OF THIS DOCUMENT, AND ALL INFORMATION PROVIDED HEREIN IS PROVIDED AS IS. EXCEPT AS EXPRESSLY AGREED TO BY RIM IN AN AGREEMENT BETWEEN RIM AND YOU FOR TECHNICAL SUPPORT, IN NO EVENT SHALL RIM OR ANY OF ITS SHAREHOLDERS, AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS OR SUPPLIERS, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES FOR ANY USE OF THIS DOCUMENT, INCLUDING WITHOUT LIMITATION, RELIANCE ON THE INFORMATION PRESENTED, LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF RIM WAS EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Research In Motion Limited. All rights reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, Research In Motion, 'Always On, Always Connected', the envelope in motion symbol and the BlackBerry logo are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. All other brands, product names, company names, trademarks and service marks are the properties of their respective owners. The handheld and/or associated software are protected by copyright, international treaties and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D,445,428; D,433,460; D,416,256. Other patents are registered or pending in various countries around the world. Please visit for a current listing of applicable patents. Research In Motion Corporation 122 West John Carpenter Parkway, Suite 430 Irving, TX, USA Tel: (972) Fax: (972) Web site: info@rim.com Research In Motion Limited 295 Phillip Street Waterloo, Ontario Canada N2L 3W8 Tel: (519) Fax: (519) Web site: info@rim.com 1

2 Research In Motion UK Limited Centrum House 36 Station Road Egham, Surrey United Kingdom TW20 9LF Tel: +44 (0) Fax: +44 (0) Web site: 2

3 Table of Contents Introduction... 5 BlackBerry Technical Support Services Overview... 5 BlackBerry Technical Support for Small & Medium Business Support Program Features... 9 Service Features... 9 Coverage and Access... 9 Major Incident Management... 9 Direct to Level Two Support Resources Corporate Developer Program and Application Development Support Incidents Direct Advanced Response Team Secondary Access Code Preventative Services Support Service Specialist Support Account Manager Secondary Support Account Manager (SSAM) Designated Senior Technical Analyst (DSTA) 4, Direct Enterprise Connection (DEC) 4, 5, Health Check Services Continuity of Operations Alerts Change Management Planning Services Tech Onsite Assistance 4, Performance & Load Testing Tools Value Added Services BlackBerry Expert Support Center Service Packs and Hotfixes Software Upgrades BlackBerry Enterprise Server Trade-Up Key BlackBerry Infrastructure Status Tool BlackBerry Training & BlackBerry Certification Program BlackBerry Enterprise License Program BlackBerry Technical Webcast Series BlackBerry Solve Named Callers Secondary Access Users Program Summary Response and Escalation Policy Software Maintenance Countries of Availability BlackBerry Technical Support Services Pricing Annex 1 - Designated Senior Technical Analyst Services ( DSTA SERVICES )

4 Annex 2 Tech-to-Site Assistance (PER INCIDENT) Annex 3 - Tech Onsite Assistance Annex 4 Direct Enterprise Connection

5 Introduction BlackBerry Technical Support Services is an annuity-based subscription program that provides organizations with direct access to the technical experts at RIM or a RIM designate in order to help achieve maximum uptime and stability of an organization s BlackBerry solution. BlackBerry Technical Support Services provides a flexible choice of program levels - with scalable offers designed to meet the needs of organizations regardless of the size and complexity of their BlackBerry deployment. Whether a small to medium business deploys fewer than fifty (50) BlackBerry devices in its environment, or a large multi-national enterprise deploys fifty thousand (50,000) BlackBerry devices or more, there is a level of BlackBerry Technical Support Services that will help provide increased productivity and reduced downtime. This document outlines all services provided by the program, but it is important to note that your organization is entitled to the services specific to your support level, which are listed in your purchasing agreement. By subscribing to BlackBerry Technical Support Services, organizations may receive the following benefits: Manufacturer-based technical support that provides a single point of expert support for the entire BlackBerry solution; Flexible and scalable support options that are designed to meet the evolving needs of organizations; Software maintenance services, with access to the latest service packs, maintenance releases and full version software upgrades 1 which may allow organizations to take advantage of the latest productivity-enhancing features of the BlackBerry solution; Support for a wide range of BlackBerry software, including, but not limited to: BlackBerry Enterprise Server, BlackBerry Enterprise Server Express, BlackBerry Mobile Voice System, BlackBerry Device Software, BlackBerry Professional Software, BlackBerry Device Service, Universal Device Service and BlackBerry Mobile Fusion. Access to the BlackBerry Expert Support Center, an online self-service area that features exclusive support resources and troubleshooting tools. The BlackBerry Expert Support Center requires a unique login and password which will be provided to each Named Caller (as defined in the Value Added Services section below) when BlackBerry Technical Support Services is purchased. Note: Except as outlined in this document, each service offered within the BlackBerry Technical Support Services program will be delivered in English only. BlackBerry Technical Support Services Overview The BlackBerry Technical Support Services program is divided into two distinct offerings - BlackBerry Technical Support for Small & Medium Business and. The following is a high level description of the three support tiers which fall into the respective offerings, including a suggested customer profile for the primary audience at each tier: BlackBerry Technical Support for Small & Medium Business Basic Support Customer Profile: BlackBerry Enterprise Service 10, BlackBerry Professional Software or BlackBerry Enterprise Server Express customers. Thirty (30) or fewer BlackBerry devices. 5

6 Basic Support provides introductory support for customers who deploy a very limited number of BlackBerry devices and who may not be negatively impacted by downtime experienced as the result of technical issues. All technical incidents must be initiated electronically from within the BlackBerry Expert Support Center, with an anticipated initial response time of eight (8) hours. 2,10 Customers at this level may use the self-service tools and technical documentation within the BlackBerry Expert Support Center to troubleshoot and validate common tasks, and will also have access to relevant web based training within this resource area. Enhanced Support Customer Profile: BlackBerry Enterprise Service 10, BlackBerry Professional Software or BlackBerry Enterprise Server Express customers. Enhanced Support provides introductory support for customers who deploy a limited number of BlackBerry devices and require telephone support to help ensure their organization is not negatively impacted by downtime experienced as the result of technical issues. Technical incidents can be initiated by telephone or through electronic submission in the BlackBerry Expert Support Center with an anticipated initial response time of four (4) hours. 2,10 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds. 2 Customers at this level may use the self-service tools and technical documentation within the BlackBerry Expert Support Center to troubleshoot and validate common tasks, and will also have access to relevant web based training within this resource area. Advantage Support Customer Profile: BlackBerry Enterprise Service 10, BlackBerry Professional Software, BlackBerry Enterprise Server Express or BlackBerry Enterprise Server customers. Five hundred (500) or fewer BlackBerry devices. Customer requires timely access to support Use BlackBerry solution for more than or personal information management features. Mobile employees who rely on BlackBerry devices to effectively execute their day-to-day activities and drive business productivity. Advantage Support provides expedited access to technical support by telephone for customers who have a significant and/or growing number of BlackBerry devices. Advantage Support is designed for customers who use or are considering the expansion of their use of the BlackBerry solution beyond and calendar features, and who require assistance with technical issues in a timely manner to help ensure their organization is not negatively impacted by downtime. Technical incidents can be initiated by telephone or through electronic submission in the BlackBerry Expert Support Center with an anticipated initial response time of two (2) hours. 2,10 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds. 2 In addition to direct access to technical experts via telephone, Advantage Support customers may purchase certain preventative support features that will help meet their specific support needs. Customers at this level may use the self-service tools and technical documentation within the BlackBerry Expert Support Center to troubleshoot and validate common tasks, and also have access to full software 6

7 upgrades for the solution(s) covered 3 under their support subscription, and relevant web based training within this resource area. Standard Support Customer Profile: BlackBerry Enterprise Service 10, BlackBerry Enterprise Server customers. More than five hundred (500) BlackBerry devices. BlackBerry solution is a mission critical business application, where solution downtime could result in lost business opportunities and/or revenue. Have a knowledgeable internal BlackBerry support team that requires direct access to manufacturerbased support resources. Require preventive support features to help aid in mitigating technical issues. Use BlackBerry solution for more than or personal information management features. Mobile employees who rely on BlackBerry devices to effectively execute their day-to-day activities and help drive business productivity. Standard Support provides expedited access to Level Two Support Resources (as defined in the Service Feature section below) at RIM or a RIM designate, for customers who have a significant and/or growing number of BlackBerry devices and deem their BlackBerry solution to be a mission critical application. Customers at the Standard Support level are typically driving business productivity through the expansion and use of the BlackBerry solution beyond and calendar features, and require assistance with technical issues quickly in order to help ensure that their organization is not negatively impacted by downtime. Technical incidents can be initiated by telephone or through electronic submission in the BlackBerry Expert Support Center with an anticipated initial response time of two (2) hours. 2,10 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds. 2 In addition to direct access to technical experts via telephone, Standard Support customers may purchase preventative services that will facilitate custom support offerings to meet specific customer needs, including certain preventative support features which aim to assist in proactively planning to avoid technical issues. Customers at this level can use the self-service tools and technical documentation within the BlackBerry Expert Support Center to troubleshoot and validate common tasks, and also have access to full software upgrades for the solution(s) covered 3 under their support subscription, and relevant web based training within this resource area. Premium Support Customer Profile: Customers that have one or multiple BlackBerry Enterprise Server/ BlackBerry Enterprise Service 10 installations and who have expanded their BlackBerry solution deployment to include additional software products such as BlackBerry Mobile Voice System. More than one thousand (1000) BlackBerry devices. BlackBerry solution is a mission critical business application, where solution downtime could result in lost business opportunities and/or revenue. Require relationship-based services with designated account management resources. Mobile employees who may rely extensively on BlackBerry devices to effectively execute their day-today activities and drive business productivity. Interested in developing and deploying custom wireless applications for their mobile workforce. 7

8 Premium Support provides enterprise grade, relationship-based services, for customers running a mission critical BlackBerry deployment. Customers at this level of support typically rely extensively on the BlackBerry solution and require designated support resources, such as a Support Account Manager (SAM), who will develop an understanding of the customers business and help customers to advance their BlackBerry deployment. Technical incidents can be initiated by telephone or through electronic submission in the BlackBerry Expert Support Center with an anticipated initial response time of one (1) hour. 2,10 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds. 2 Premium Support offers 24x7 telephone access to DART and is designed for customers who have multiple BlackBerry Enterprise Server installations and who are growing and seeking custom applications and want the technical experts they engage with to have broad knowledge of their deployment. This level of support features the inclusion of many preventive support features, as well as some added flexibility to customize the services to be received through additional preventative services designed for the enterprise level customer. Various preventive support features are included or are optional to aid customers in proactively avoiding technical issues. The inclusion of tailored onsite BlackBerry Training sessions 4,5,11 also expands the scope of services customers may take advantage of. Elite Support Customer Profile: Customers that have one or multiple BlackBerry Enterprise Server/ BlackBerry Enterprise Service 10 instances and who have expanded their BlackBerry solution deployment to include additional software products such as BlackBerry Mobile Voice System. More than twenty thousand (20,000) BlackBerry devices. BlackBerry solution is a mission critical business application, where BlackBerry solution downtime could result in lost business opportunities and/or revenue. Require monthly onsite visits from a BlackBerry technical resource Mobile employees who may rely extensively on the BlackBerry device to effectively execute their dayto-day activities and drive business productivity. Interested in developing and deploying custom wireless applications to their mobile workforce. Elite Support provides the same enterprise grade, relationship-based services of Premium Support with the addition of a Designated Senior Technical Analyst (DSTA, as described below) and the Direct Enterprise Connection (DEC). DEC allows customers to connect their BlackBerry Enterprise Server (BES) to the BlackBerry Infrastructure via a customer-initiated Multiprotocol Label Switching (MPLS) connection instead of the Internet. This service is designed to allow RIM to monitor the customer s MPLS connection to the BlackBerry Infrastructure, identify potential issues/outages with the customer s connection to the BlackBerry Infrastructure, and, if appropriate, alert and assist the customer with investigating and resolving such connectivity issues. Customers at this level of support will also have access to a member of RIM s DART. Technical incidents can be initiated by telephone or through electronic submission in the BlackBerry Expert Support Center with an anticipated initial response time of one (1) hour. 2,10 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds. 2 The inclusion of tailored onsite BlackBerry Training sessions 4,5,11 also expands the scope of services customers may take advantage of. 8

9 Support Program Features Service Features Coverage and Access The methods of accessing the BlackBerry Technical Support team and expected response time for incidents reported vary based on the level of support purchased. BlackBerry Technical Support for Small & Medium Business Basic Support: Technical issues must be submitted electronically via the BlackBerry Expert Support Center. Incidents can be submitted twenty-four (24) hours-a-day, seven (7) days-a-week, 10 with an anticipated initial response time of eight (8) hours. 2 Enhanced Support: Named Callers (as defined in the Value Added Services section below) can contact BlackBerry Technical Support via telephone or submit incidents electronically via the BlackBerry Expert Support Center twenty-four (24) hours-a-day, seven (7) days a week. 10 Technical incidents submitted by telephone will have an anticipated initial answer time of 90-seconds, 2 while incidents submitted electronically have an anticipated initial response time of four (4) hours. 2 Advantage Support: Named Callers can contact BlackBerry Technical Support via telephone or submit incidents electronically via the BlackBerry Expert Support Center twenty-four (24) hours-a-day, seven (7) days a week. 10 Technical incidents submitted by telephone will have an anticipated initial answer time of 90-seconds, 2 while incidents submitted electronically have an anticipated initial response time of two (2) hours. 2 Standard Support: Named Callers can contact BlackBerry Technical Support via telephone or submit incidents electronically via the BlackBerry Expert Support Center twenty-four (24) hours-a-day, seven (7) days a week. 10 Technical incidents submitted by telephone will have an anticipated initial answer time of 90-seconds, 2 while incidents submitted electronically have an anticipated initial response time of two (2) hours. 2 Premium Support: Named Callers can contact BlackBerry Technical Support via telephone or submit incidents electronically via the BlackBerry Expert Support Center twenty-four (24) hours-a-day, seven (7) days a week. 11 Technical incidents will be routed to the highly skilled technical experts on the Direct Advanced Response Team (DART), with incidents submitted by telephone having an anticipated initial answer time of 90-seconds, 2 while incidents submitted electronically have an anticipated initial response time of one (1) hour. 2 Elite Support: Named Callers can contact BlackBerry Technical Support via telephone or submit incidents electronically via the BlackBerry Expert Support Center twenty-four (24) hours-a-day, seven (7) days a week. 10 Technical incidents will be routed to the highly skilled technical experts on the Direct Advanced Response Team (DART), with incidents submitted by telephone having an anticipated initial answer time of 90-seconds, 2 while incidents submitted electronically have an anticipated initial response time of one (1) hour. 2 Languages of Availability: English (All support levels), Spanish and Brazilian Portuguese (currently available to Basic, Enhanced and Advantage levels of support). Major Incident Management In the event of a Critical incident (as defined in the Response and Escalation Policy section below), RIM s Major Incident Management team will be engaged to manage the issue with the assistance of all relevant BlackBerry Technical Support teams. The goal of the Major Incident Management process is to mitigate the impact of a Critical incident while working to resolve the issue in a timely manner. The Major Incident Management team will also look for opportunities to avoid future occurrences of the issue through root cause analysis. 9

10 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Included Standard Support: Included Premium Support: Included Elite Support: Included Languages of Availability: English (All support levels), Spanish and Brazilian Portuguese (currently available to Advantage level of support). Direct to Level Two Support Resources Customers with this service will have all technical issues routed directly to Level Two support analysts, bypassing Level One support associates. Level Two support analysts have more knowledge and working experience with the BlackBerry solution, and act as the primary escalation point for Level One support associates when they are unable to resolve a technical issue. This service allows an organization with strong internal support processes and qualified technical staff supporting the BlackBerry solution to have their technical issues routed to a more experienced pool of support analysts. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option Standard Support: Included Premium Support: N/A (DART - see Direct Advanced Response Team section below) Elite Support: N/A (DART) Languages of Availability: English only Corporate Developer Program and Application Development Support Incidents Organizations may qualify for RIM's Corporate Developer Program which is designed to provide custom design strategy recommendations based on the development skills and goals of an organization s support team, along with many other benefits. Click here to learn more about the program or to apply for membership. If your organization does not qualify for the Corporate Developer Program, you can purchase Application Developments Support Incidents. Application Development Support Incidents can be used to troubleshoot problems related to applications a customer is developing for use on BlackBerry devices. An incident is defined as any application development issue/question that cannot be divided into sub-issues/questions. Environments covered by Application Development Support Incidents include: BlackBerry Java Development Environment (BlackBerry JDE) Plazmic Content Developer's Kit BlackBerry Browser BlackBerry Mobile Data System 10

11 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option - able to purchase packs of Application Development Support Incidents Standard Support: Option - able to purchase packs of Application Development Support Incidents Premium Support: Twenty (20) Application Development Support Incidents included Elite Support: Unlimited Application Development Support Incidents Languages of Availability: English only Direct Advanced Response Team The Direct Advanced Response Team (DART) is a group of top tier technical analysts that is exclusively focused on resolving issues for Premium Support and Elite Support customers. With a low ratio of DART analysts to Premium Support customers, members of the DART team have the benefit of gaining a more in-depth understanding of the customer s technical environment. DART analysts are trained to address complex technical issues and strive to provide organizations with root cause analysis of technical issues in order to help alleviate issue reoccurrence. As a result, access to DART analysts may allow the IT resources within an organization to spend more time proactively planning and conducting maintenance of the BlackBerry solution, rather than troubleshooting issues. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: 24 x 7 telephone access to DART Elite Support: Onsite resource (40 hours per week) and 24 x 7 telephone access to DART Languages of Availability: English only Secondary Access Code The Secondary Access Code feature is designed to provide organizations support team members or IT help desk resources with access to the BlackBerry Technical Support team in the event that they are working remotely and/or a Critical or Serious incident (as defined in the Response and Escalation Policy section below) occurs during a time when a Named Caller (as defined in the Value Added Services section below) is not readily available to assist. The Secondary Access Code provides telephone access twenty-four (24) hours a day, seven (7) days a week to Level One support associates. Note: The Secondary Access code is not intended to provide unlimited access to the BlackBerry Technical Support team. It is to be used only in circumstances where an organization s Named Callers are not available to assist. RIM reserves the right to audit Secondary Access Code usage, and may, in its sole discretion, discontinue a Secondary Access Code if it is deemed that the customer is using it outside of the scope of this service. 11

12 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Included Elite Support: Included Languages of Availability: English only Preventative Services Support Service Specialist Organizations that opt to purchase the Support Service Specialist (SSS) offering will have access to a group of technical support specialists at RIM that handle customer escalations and manage issues to resolution. When a customer opens a support ticket and the issue is escalated to the SSS group, an SSS will contact the customer to gain a full understanding of the issue and engage the appropriate technical resources to address the issue. Another primary benefit of the SSS is a quarterly review call to review a report of the support incidents submitted during that period and to allow Named Callers (as defined in the Value Added Services section below) to provide feedback about the services delivered. While a customer will not have a dedicated SSS, each SSS is qualified to act as a single point of contact for managing escalated issues through to resolution. An SSS will be prepared to deliver the following services upon request: Escalation management and incident review for technical issues where a customer requests additional attention and resources allocated to drive resolution. Act as the single point of contact and liaison between the customer and the Major Incident Management team for Critical incidents (as defined in the Response and Escalation Policy section below). Generate a quarterly Technical Support Summary Report that outlines key details about the technical incidents submitted by the customer on a quarterly basis - plus a 30-minute review call each quarter to discuss the findings of the report and to receive customer feedback. 7 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option Standard Support: Option Premium Support: N/A Elite Support: N/A Languages of Availability: English only Support Account Manager The Support Account Manager (SAM) is a designated resource, assigned by RIM to build an ongoing relationship with the customer s BlackBerry administration resources. The SAM will work to develop an 12

13 understanding of the organization s BlackBerry deployment and business environment, so that they may proactively advise of upcoming software releases, applications, or known issues that may be of interest. The SAM is the customer s internal advocate at RIM and will act as the first point of contact for escalations of support related issues and liaise with other RIM teams on behalf of a customer where appropriate. The SAM is available from 8am to 5pm Monday to Friday in a single time zone designated by the customer. Support from the SAM outside of these hours will be provided on a best effort basis. Customers with global BlackBerry smartphone deployments and multiple regional offices have the option of purchasing a Secondary Support Account Manager to handle their support needs in different time zones. For further details you can review the Secondary Support Account Manager section below. Below is an overview of some of the common tasks that a SAM may perform while working with a customer: Action Frequency Overview Onsite Visit Annually The SAM will visit the customer s primary location annually Customized Reporting Weekly The SAM will provide customized reports on a weekly basis to meet the customer s needs. These reports include: Open issues Closed cases Pending software updates Top server issues Top BlackBerry smartphone issues The SAM will also provide a Quarterly Executive Summary outlining key details of the customers support experience and service usage during that period. Ongoing Communication Weekly The SAM will arrange a weekly conference call to review reports and provide proactive technical notifications as they become available. This call will be scheduled during the SAM s designated hours of availability. Issue Escalation As necessary The SAM is responsible for tracking and managing the customer s technical escalations Customer Advocate As necessary The SAM will act as a point of contact to help connect the customer with other internal RIM resources as needed Support Systems & Resource Overview As necessary The SAM will provide an overview of the support tools and resources available to the customer BlackBerry Infrastructure Bridge 4 As necessary The SAM will provide details about an open conference bridge in the event of a Critical (as defined in the Response and Escalation Policy section below) incident within the BlackBerry Infrastructure. Early Adopters Program & BETA Enrollment 4 Assistance As necessary The SAM will work directly with the Early Adopters Program (EAP) and BETA teams at RIM, to assist a customer in their efforts to enrol in these programs 13

14 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Included Elite Support: Included Languages of Availability: English only Secondary Support Account Manager (SSAM) An SSAM is available to customers at the Premium Support or Elite Support subscription level. The intent of this resource is to fulfill the full roster of SAM services as outlined previously in this document - but designated to a second office or regional location. The SSAM will become the point of contact for the customer s Named Callers (as defined in the Value Added Services section below) in that region and will perform services in line with what the customer s primary SAM delivers. This is a practical solution for customers who have IT centers in different time zones than their primary SAM, or for customers who would like each of their IT centers to get the attention of a designated SAM resource. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Option Elite Support: Option Languages of Availability: English only Designated Senior Technical Analyst (DSTA) 4,5 A DSTA is the customer s primary RIM resource who will visit the customer s location for two (2) consecutive days once a month. The DSTA will be immediately notified of the customer s technical support issue(s) when the customer opens a support ticket with RIM. The DSTA can help the customer to develop and maintain performance benchmarks of its BlackBerry environment and can act as a Subject Matter Expert for the customer s BlackBerry solution planning initiatives. The DSTA will create a replica of the customer s BlackBerry environment at RIM s premises, which will be used to test the customer s infrastructure and troubleshoot complex support issues. The DSTA may deliver technical workshops 5,11 to the customer s IT administrators and Help Desk staff. The DSTA and/or another RIM senior analyst may be dispatched to the customer's location in the event of a Critical or Serious issue (as defined in the Response and Escalation Policy section below) that cannot be satisfactorily addressed remotely. For a more detailed services description of DSTA, see Annex 1 Below is an overview of the tasks that a DSTA can perform while working with a customer: Action Frequency Overview Case Management Ongoing The DSTA is notified of all support tickets created by customer and will assist customer with 14

15 addressing customer s Critical & Serious issues. The DSTA conducts technical and quality assurance reviews for support tickets opened by the customer. Onsite Visits Monthly The DSTA will visit the customer s location for two (2) consecutive days on a monthly basis. The DSTA will review any chronic/ongoing support issues attend project meetings as requested by customer, and deliver technical training/workshops 5,11 as requested by the customer. The DSTA can also be onsite for major BlackBerry solution upgrades or migrations and/or for Critical issues, upon customer s request. Lab Replication Ongoing The DSTA will create a replica of the customer's BlackBerry environment in a lab setting at RIM s premises to help the Direct Advanced Response Team with assisting the customer in troubleshooting complex support issues. BlackBerry Subject Matter Expert at customer meetings As necessary The DSTA may attend meetings as requested by the customer and advise on BlackBerry solution planning initiatives within the customer s BlackBerry environment, including: - Health Check/Monitoring functions - Upgrade/Migration Consultation - New component introduction (MVS; Chalk; Enterprise Social Networking) - Handheld replacement/upgrade roll-out Developing and maintaining BlackBerry performance benchmarking As necessary The DSTA will develop and maintain performance benchmarks for the customer's BlackBerry environment. These benchmarks will be validated via ongoing Health Checks and environmental reviews as described herein. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Option 5 Elite Support: Included Languages of Availability: English 15

16 4, 5, 12 Direct Enterprise Connection (DEC) DEC provides an alternative to the Internet connection between a client BlackBerry Enterprise Server (BES) environment and the BlackBerry Infrastructure by leveraging a customer-initiated Multiprotocol Label Switching (MPLS) connection 12. This connectivity lets a customer bypass the Internet and access a designated pool of bandwidth instead of a shared general pool. Under this service offering, RIM will monitor customer s MPLS connection to the BlackBerry Infrastructure, which will enable BlackBerry Technical Support Services team to identify potential issues/outages with the customer s MPLS connection, and if appropriate, alert the customer with such issues and assist the customer with investigating and resolving if such issues are related to the RIM network. For a more detailed services description of DEC, see Annex 4 Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Option 5 Elite Support: Included 5 Languages of Availability: English Health Check Services The Health Check Services offer allows an organization to submit its BlackBerry Enterprise Server log files to the BlackBerry Technical Support team for review. A technical resource will run these log files through a health check utility which analyzes the files to identify trends, common error messages, and other key data points to identify environmental and mail delivery/latency issues. Upon reviewing the output of the health check utility, the technical resource will be able to identify areas within the customer s technical environment that are the likely cause of existing issues and/or items that may cause potential issues in the future. A findings report will be provided each time this service is delivered, and where appropriate the report will provide recommendations for increasing supportability and functionality of the customer s BlackBerry deployment. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option. Each health check purchased entitles customer to a report on the health of one (1) BlackBerry Enterprise Server Standard Support: Option. Customer can purchase either one (1) health check for one (1) BlackBerry Enterprise Server/ SRP (Server Router Protocol), or two (2) health checks for up to three (3) BlackBerry Enterprise Server instances/ SRPs Premium Support: Four (4) health checks annually for up to five (5) BlackBerry Enterprise Server instances/ SRPs Elite Support: Unlimited number of health checks for up to ten (10) BlackBerry Enterprise Server instances/ SRPs Languages of Availability: English only 16

17 Continuity of Operations Alerts In the event of a crisis or disaster situation 8 which renders standard message distribution via the BlackBerry Enterprise Server unavailable, Continuity of Operation Alerts are designed to enable organizations to contact their BlackBerry device users via PIN-to-PIN based messaging. This service may be incorporated into corporate business continuity plans, and allows organizations to reach mobile employees when standard channels are not functioning in order to instruct or advise employees to perform a certain task in response to an emergency, crisis or disaster (i.e. contact head office to report their personal safety, status and location). 5 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Included Elite Support: Included Languages of Availability: English only Change Management Planning Services Prior to performing a BlackBerry solution upgrade or migration within their environment, customers who have access to this service may request a technical and functional review of their technical implementation plan in advance by a member of the BlackBerry Technical Support team. Customers will be provided with the following services from the BlackBerry Technical Support team: Introductory Call - a member of the BlackBerry Technical Support team will conduct an introductory call with the customer to discuss the Change Management Planning process, review the customer's current environment information and planned BlackBerry solution upgrade or migration changes, and make suggestions based on industry best practices. Technical Plan Review - customers are asked to submit their upgrade or migration plan at least four (4) weeks in advance of the scheduled maintenance, and a member of the BlackBerry Technical Support team will review the plan to help identify potential issues and suggest best practice options based on the customer s technical environment. A thirty (30) minute review with a member of the BlackBerry Technical Support team to discuss and review questions related to the findings of the Technical Plan Review. A technical support case number will be provided, with the findings of the Technical Plan Review attached to that case. Customers may contact the BlackBerry Technical Support team using this case number to have a resource on hand while completing the planned BlackBerry solution upgrade or migration. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option Standard Support: Option Premium Support: Included Elite Support: Included Languages of Availability: English only 17

18 Tech-to-Site Assistance (Per Incident) 4,5 Organizations may purchase the option to have a senior member of the BlackBerry Technical Support team dispatched to their location in the event of a technical issue or planned system change on a per incident basis. When an organization has purchased Tech-to-Site Assistance, RIM will arrange for a BlackBerry Technical Support team member to depart for the customer s location within twenty-four (24) to forty-eight (48) hours of the customer requesting Tech-to-Site Assistance, depending on the priority and severity of the technical issue being experienced as determined by RIM. For a more detailed services description of Tech-to-Site Assistance, see Annex 2 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Option Standard Support: Option Premium Support: Option Elite Support: N/A (DSTA monthly visit is included) Languages of Availability: English only Tech Onsite Assistance 4,5 Organizations will have a member of DART onsite at one specified location forty (40) hours per week. 6 This onsite DART member will respond to Critical or Serious incidents (as defined in the Response and Escalation Policy section below) that may occur within the organization s BlackBerry solution and assist with ongoing planning and maintenance of the BlackBerry solution environment. The onsite DART member is also designated as the primary contact for conducting the following services which are included in the Elite Support level: Health Check Services Upgrade and Migration Planning Services Performance and Load Testing Services In addition, the onsite DART member can be onsite during any planned upgrades, migrations and BlackBerry solution maintenance windows to provide real time support as necessary. This option replaces the Designated Senior Technical Analyst included in Elite. For a more detailed services description of Tech Onsite Assistance, see Annex 3 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: N/A Elite Support: Option Languages of Availability: English only 18

19 Performance & Load Testing Tools BlackBerry Premium Support subscribers will be granted access to Performance & Load Testing tools that have been developed by RIM, as they become commercially available. The intent of these tools is to allow the simulation of scenarios such as upgrade, migration, load balancing and failover - such that an organization can perform production type tasks in a virtual environment. The Performance Engineering Resource Kit (PERK) is one such tool that provides the ability to simulate BlackBerry Infrastructure, BlackBerry solution software and BlackBerry devices in virtual scenarios. The virtual devices respond to protocol requests as if a real user was controlling the device. PERK provides a rich feature set that can add load to a system through many application protocols. 5 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: N/A Standard Support: N/A Premium Support: Included Elite Support: Included Languages of Availability: English only Value Added Services BlackBerry Expert Support Center The BlackBerry Expert Support Center (BESC) is a secure online resource center available to customers with a BlackBerry Technical Support Services subscription. Log in details will be provided to each identified Named Caller (as defined below) or Secondary Access Users. The BlackBerry Expert Support Center provides access to self-service tools and resources to help troubleshoot common issues. This includes access to the BlackBerry Technical Knowledge Center, software documentation, product tutorials and archived BlackBerry Technical webcasts. In addition, Named Callers may access the following tools: Enterprise Activation Readiness - Verify that a BlackBerry device is ready for the enterprise activation process by running online tests. All that is required is a BlackBerry device personal identification number (PIN), serial number, and address. Create and Manage Service Requests - Named Callers may create, view, and add comments to open service requests associated with their support subscription. View Support Subscription Details - Named Callers may view details about their organization s support subscriptions and gain access to subscription expiry dates, a list of Named Callers active on the subscription, and a link to the BlackBerry Technical Support Services Welcome Package, which is an initial package that a customer receives describing all subscription features. BlackBerry Technical Support for Small & Medium Business Basic Support: Included Enhanced Support: Included Advantage Support: Included Standard Support: Included (five (5) Named Callers: Up to five (5) Secondary Access Users, as defined below) 19

20 Premium Support: Included (fifteen (15) Named Callers: Up to fifteen (15) Secondary Access Users) Elite Support: Included (thirty (30) Named Callers: Up to thirty (30) Secondary Access Users) Languages of Availability: English (All Support levels), Spanish and Brazilian Portuguese (restricted to Basic, Enhanced and Advantage Support) Service Packs and Hotfixes Customers may access Service Packs and Hotfixes for any BlackBerry software components covered under their support subscription. Access will be provided to software updates as they become commercially available, and will be accessible from within the BlackBerry Expert Support Center. BlackBerry Technical Support for Small & Medium Business Basic Support: Included Enhanced Support: Included Advantage Support: Included Standard Support: Included Premium Support: Included Elite Support: Included Languages of Availability: English, Spanish and Brazilian Portuguese (for available software only). Software Upgrades Full version and feature version software upgrades may be accessible (depending on subscription level) to Named Callers for any BlackBerry software components covered under their support subscription. Access will be provided to software upgrades as they become commercially available, and will be accessible from within the BlackBerry Expert Support Center. BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: BlackBerry Enterprise Server and all other RIM software products covered by the support subscription Standard Support: BlackBerry Enterprise Server and all other RIM software products covered by the support subscription Premium Support: BlackBerry Enterprise Server and all other RIM software products covered by the support subscription Elite Support: BlackBerry Enterprise Server and all other RIM software products covered by the support subscription Languages of Availability: English, Spanish and Brazilian Portuguese (for available software only). BlackBerry Enterprise Server Trade-Up Key Customers currently using BlackBerry Professional Software or BlackBerry Enterprise Server - Small Business Edition qualify for a free BlackBerry Enterprise Server trade-up key/ upgrade when they purchase their support subscription. When a customer purchases a BlackBerry Technical Support Services subscription, the customer may upgrade to the latest version of BlackBerry Enterprise Server. 20

21 BlackBerry Technical Support for Small & Medium Business Basic Support: N/A Enhanced Support: N/A Advantage Support: Included Standard Support: Included Premium Support: Included Elite Support: Included Languages of Availability: English, Spanish and Brazilian Portuguese BlackBerry Infrastructure Status Tool 7 Customers may log in to the BlackBerry Expert Support Center to access a support tool that is designed to show the status of the BlackBerry Infrastructure. This tool may assist Named Callers (as defined below) in proactively identifying whether an issue they are experiencing is the result of problems in their technical environment, or as a result of problems being experienced with the BlackBerry Infrastructure. 7 BlackBerry Technical Support Services subscribers with Enterprise levels of support may also view the details and status of any events related to the BlackBerry Infrastructure that may impact their BlackBerry solution. These consist of incident and change notifications, such as the time and date of planned BlackBerry Infrastructure maintenance. The details may also include impact statements outlining the potential customer impact during an event. BlackBerry Technical Support for Small & Medium Business Basic Support: View status indicator for the BlackBerry Infrastructure Enhanced Support: View status indicator for the BlackBerry Infrastructure Advantage Support: View status indicator for the BlackBerry Infrastructure Standard Support: View status indicator and details of planned and/or unplanned events for the BlackBerry Infrastructure Premium Support: View status indicator and details of planned and/or unplanned events for the BlackBerry Infrastructure. Proactive engagement from SAM in the event of an unplanned network related event. Elite Support: View status indicator and details of planned and/or unplanned events for the BlackBerry Infrastructure. Proactive engagement from SAM in the event of an unplanned network related event. Languages of Availability: English, Spanish and Brazilian Portuguese (restricted to Advantage, Enhanced and Basic Support) BlackBerry Training & BlackBerry Certification Program The BlackBerry Technical Support team appreciates the value of RIM s customers being educated and knowledgeable about the BlackBerry solution. RIM encourages customers to participate in BlackBerry Training and the BlackBerry Certification Program to help validate their skills and capabilities. Named Callers (as defined below) will gain access to web based training modules within the BlackBerry Expert Support Center. The web based training modules will be tailored to BlackBerry software components covered under the BlackBerry Technical Support Services subscription. Each Named Caller will also receive one free BlackBerry Certification Program exam voucher. For customers with Advantage Support subscriptions and above, varying degrees of instructor-led training may be included in their subscription. 4,5,11 Click here to review RIM s training offerings. 21