24x7 90 Second Response Time

Advantage Support provides problem management, software updates and optional support features such as Direct to Level Two Support and a Support Service Specialist to help manage problems and avoid technical issues.

You’ll also have access to self-service tools such as the BlackBerry® Expert Support Center, technical webcasts, BlackBerry Certification exam vouchers and the BlackBerry Solve newsletter.
Service Features
Coverage and Access

* 24x7 telephone support with an average 90-second response1
* Electronic incident submission with a 2-hour response by telephone or email

Problem Management Critical technical issues can be managed in a formal Problem Management process
Direct to Level Two Support Optional service: Technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue
Application Development Incidents Optional service: Purchase 10 application development support incidents to troubleshoot issues with custom application development for your BlackBerry platform
Preventive Services
Support Service Specialist (SSS) Optional service: A Support Service Specialist will review outstanding technical issues, interact with Problem Management and manage escalations as required
Value-added Features
BlackBerry Expert Support Center Standard version of the secure, online resource for Named Callers that provides access to self-service tools and resources
BlackBerry Software Service Packs and Hotfixes Available for all BlackBerry software components
BlackBerry Software Updates2 Available for any BlackBerry software components covered under your support subscription
BlackBerry® Infrastructure Status and Notifications3

Notifications of planned or unplanned network-related events and access to a support tool that shows the status of the BlackBerry Infrastructure
BlackBerry Certification4,5

* 1 BlackBerry Certification Program exam voucher for each of your Named Callers
* 1% discount per BlackBerry Certified Named Caller on your support subscription renewal (up to a maximum of 5%)

BlackBerry® Training4,5 Choose between 1 Named Caller enrolling in a series of online webcasts or your organization receiving a 50% discount on open session training for each of your Named Callers
BlackBerry Technical Webcast Series

Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios
BlackBerry Solve Newsletter Standard edition of the monthly enewsletter sent to Named Callers to communicate technical information such as fixes and workarounds for common technical issues
Named Callers

* 5
* Optional feature: Add Named Callers as required

• BlackBerry Technical Support Services - Advantage