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SoftwareMedia Blog | October 25, 2014

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Blackberry Support Comparison

Blackberry Support Comparison

Looking for Blackberry Support, but unsure which version is right for you? This guide will help you compare Blackberry Basic, Enhanced and Advantage Technical Support service options. Whether you are new to BES or simply want to have a resource on hand for quick answers, Blackberry has a technical support option that’s right for you. Blackberry support differences range from the ability to get free software updates and problem management, to differing coverage, access and problem management.

Feature
Basic
Enhanced
Advantage
Coverage and Access
All technical incidents submitted electronically 24X7, with response time within 8-hours. Choice of phone or email response
24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response rate
24x7 telephone support with an average 90-second response1 and electronic incident submission via the BlackBerry Expert Support Center with a 2-hour response rate
Problem Management
N/A
N/A
Included
Direct to Level 2 Support Resources
N/A
N/A
Optional
Application Development Support Incidents
N/A
N/A
Optional
Support Service Specialist
N/A
N/A
Optional
Tech-to-Site Assistance
N/A
N/A
Optional
BlackBerry Expert Support Center
Included
Included
Included
BlackBerry Software Service Packs and Hotfixes
Included
Included
Included
BlackBerry Software Updates
N/A
N/A
BlackBerry® Enterprise Serverand other supported BlackBerry software products covered under your support subscription
BlackBerry Infrastructure Status
View status indicator in BlackBerry Expert Support Center
View status indicator in BlackBerry Expert Support Center
View status indicator in BlackBerry Expert Support Center
BlackBerry Training and BlackBerry Certification
Free Web-based Training and BlackBerry Certification vouchers for each Named Caller
Free Web-based and BlackBerry Certification vouchers for each Named Caller
Free Web-based Training; a 50% discount on instructor-led training for 1 Named Caller; and BlackBerry Certification vouchers for each Named Caller
BlackBerry Technical Support Webcast Series
Included
Included
Included
BlackBerry Solve Newsletter
Included
Included
Included
Named Callers
2
2
5

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