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BlackBerry Premium Support Level Features
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Coverage
and Access |
- 24x7 telephone support
with DART with an average 90-second response1
- Electronic incident
submission with a 1-hour response by telephone or email
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Problem
Management |
Critical technical issues can be
managed in a formal Problem Management process |
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Direct
Advanced Response Team (DART) |
Direct access to the most highly
qualified team of technical resources within BlackBerry® Technical Support
Services |
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Application Development Incidents |
Unlimited Application Support
Incidents for issues related to custom application development for your
BlackBerry platform |
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Secondary
Access Code |
Provides field technical staff and
non Named Callers with access to BlackBerry Technical Support Services when
Named Callers are not available |
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Support
Account Manager (SAM) |
Dedicated one-to-one relationship
with a resource assigned to triage outstanding technical issues, manage
escalations, provide ongoing reporting and status updates, and act as your
advocate |
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Health
Check Services |
Submit your BlackBerry® Enterprise
Server log files for review as needed to help ensure the stability of your
BlackBerry solution |
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Continuity
of Operations Alerts |
Push messages to BlackBerry
smartphone users via PIN-to-PIN messaging in the event of a disaster
situation |
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Change
Management Planning Services |
Before a BlackBerry solution
update or migration, you can request a review of your implementation plan |
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Tech
Onsite Assistance |
A technical resource from DART is
onsite at your location 40 hours per week |
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Secondary
Support Account Manager |
Optional service:
A resource that performs the responsibilities of a Support Account Manager,
but is dedicated to a second or geographically dispersed IT center |
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BlackBerry
Expert Support Center |
Elite version of the secure,
online resource for Named Callers that provides access to self-service tools
and resources |
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BlackBerry
Software Service Packs and Hotfixes |
Available for any BlackBerry
software components covered under your support subscription |
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BlackBerry
Software Updates |
Available for BlackBerry
enterprise software and other software components covered under your support
subscription |
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BlackBerry
Infrastructure Status and Notifications |
Notifications of planned or
unplanned network-related events and access to a support tool that shows the
status of the BlackBerry Infrastructure |
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BlackBerry
Certification |
- One BlackBerry Certification
Program exam voucher for each of your Named Callers
- 2% discount per BlackBerry
Certified Named Caller on your support subscription renewal (up to a
maximum of 10%)
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BlackBerry
Training |
2 free onsite training sessions
(up to a maximum of 4 days each) |
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Enterprise
Volume Licensing |
A program which offers improved
pricing on Client Access Licenses (CALs) regardless of the quantity being
purchased and flexible CAL purchasing options that may help reduce the
administrative tasks associated with purchasing |
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BlackBerry
Technical Support Services Webcast Series |
Monthly webcasts to provide Named
Callers with information and workarounds to proactively diagnose common
technical scenarios |
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BlackBerry
Solve newsletter |
Premier edition of the monthly
enewsletter sent to Named Callers to communicate technical information such
as fixes and workarounds for common technical issues |
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Performance and Load Testing Tools |
Access to tools to allow the
simulation of scenarios such as update, migration, load balancing and
failover so your organization can perform production-type tasks in a virtual
environment |
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Named
Callers |
- 30
- Optional
feature: Add Named Callers as
required
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BlackBerry
Elite Level Enterprise Support Services