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 | 24×7 electronic incident submission via the BlackBerry Expert Support Center with a 24-hour response | 24×7 electronic incident submission via the BlackBerry Expert Support Center with a 4-hour response | 24×7 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 |
| 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 |
2 Comments
Ivana · July 29, 2011 at 11:38 am
On my blackberry every time i click the menu button on the home screen and afterwards click options… it takes me to home screen preferences. How can i fix this?
Ian Matthews · July 29, 2011 at 2:44 pm
Hi Ivana;
That is the correct behaviour for a OS6 device. What were you expecting / preferring it to go to?