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BlackBerry Enterprise Server Express Support Options
as at March 5, 2010 - Prepared by Ian Matthews



So now that BlackBerry Enterprise Software (BES) is free to businesses with less than 30 BlackBerry users through RIM's BES Express product, you might think you are free an clear... not so fast.  You are likely going to need support.

If you don't want to pay $250 per call you will likely want to buy one of the packages below.  Most companies are going to take Advantage Support, because it is the only one with Telephone support.  And, no, there is NO LIMIT on the number of calls you make to RIM.  Click HERE for all the most current details.

Service Features

Feature Basic Support Enhanced Support Advantage Support
Cost $520 / Year $775 / Year $1600 / Year
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 Support Incidents N/A N/A Optional

Preventive Services

Feature Basic Support Enhanced Support Advantage Support
Support Service Specialist (SSS) N/A N/A Optional

Value-added Services

Feature Basic Support Enhanced Support Advantage Support
BlackBerry Expert Support Center Included Included Included
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 Status3 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 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 Support Webcast Series Included Included Included
BlackBerry® Solve Newsletter Included Included Included
Named Callers 2 2 5

 

  

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