BlackBerry Technical Support Services

Focus on your business and let the experts take care of your support needs.

Worried about the internal management of your BlackBerry solution? Don't be! Jelly can now provide BlackBerry Advantage Technical Support for your business.

Advantage Technical Support provides problem management and software updates to help manage problems and avoid technical issues with your BlackBerry solution.

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, all for as little as £1029 + VAT* per year. A fantastic price for peice of mind.

If you would like to hear more about BlackBerry Advantage Technical Support please speak to a member of our team on 0808 161 0000.

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	A 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 Status³	Access to a support tool that shows the status of the BlackBerry Infrastructure
BlackBerry Certification^4,5	One 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® Training^4,5	Choose between one Named Caller enrolling in a series of online webcasts or your organisation receiving a 50% discount on open session training for each of your Named Callers
BlackBerry Technical Support Webcast Series	Monthly webcasts to provide Named Callers with information and workarounds to proactively diagnose common technical scenarios
BlackBerry Solve Newsletter	SMB 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

¹ The 90-second response to telephone support calls is not a service-level guarantee, but rather a goal to answer calls within 90 seconds 80% of the time.
² For solutions being covered and paid for as part of the support subscription only.
³ A Valid Non-Disclosure Agreement is required between the subscribing organisation and Research In Motion (RIM).
⁴ Service only offered where available.
⁵ A separate set of terms and conditions specific to the use of this service may need to be executed between the subscribing organisation and RIM for this service to take place.