Unleash the Power of Your Cylance Endpoint Security (CES) and Unified Endpoint Management (UEM) Solutions
BlackBerry® is here to support you globally - directly or through a partner - with advice, analysis, implementation, and migration expertise. BlackBerry Technical Support Services comes with all enterprise software subscriptions, including BlackBerry Spark® Suite, BlackBerry Spark® CES Suite, BlackBerry Spark® UEM Suite and BlackBerry® Workspaces. It provides direct access to technical experts to manage and secure all your endpoints without cutting into employee productivity.
We’ve built a reputation for excellence in delivering not only technical support, but in helping to maintain oversight and strategic direction of evolving technology environments. So, whatever the size of your organization or the endpoints you manage, BlackBerry is here to help.
Support That Fits Your Needs
Advantage Support is included with all enterprise software subscriptions (both on-premise and cloud-based), to help evolve and support your mobility strategy. Support includes BlackBerry Software Assurance for perpetual licenses, ensuring that you can upgrade and update your licenses for use on new versions of BlackBerry UEM as they become available.
Premium Support and Optional Services include features to help drive business continuity and higher response time with direct routing to BlackBerry Tier 3 experts.
Advantage Support plays a role in the ongoing success of your cross-platform EMM solution.
Optional services help further your objectives with support, tools, oversight and more.
- 8am - 8pm (EST) Monday to Friday access to Level 1 Associates
- 2-hour response time for high severity issues
- 10 Named Contacts1
- BlackBerry Software Assurance for perpetual licenses
- Access to knowledge and productivity tools via myAccount Portal2
- Monthly BlackBerry Spark Customer Newsletter
- Technical Webcasts
Optional Services
Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:
- On-site Support (Tech to Site)
- Additional Named Contacts
Premium offers the highest level of response times and priority routing to tier 3 analysts for businesses with mission-critical needs, and the expectation of personal engagement and cost containment. Premium is ideal for customers with deployments exceeding 2,500 devices under management.
- 24x7x365 Phone support to Level 3 Analysts
- 90 second telephone pick-up for critical issues
- 50 Named Contacts1
- BlackBerry Software Assurance for perpetual licenses
- Access to knowledge and productivity tools via myAccount Portal2
- Monthly BlackBerry Spark Customer Newsletter
- Technical Webcasts
Optional Services
Tailor your service to align to the level of assistance, expertise and resolution time your business requires by purchasing optional services:
- Technical Account Manager (TAM) – more details found in the Optional Technical Account Manager section below
- Tech-to-Site-Support
Optional Technical Account Manager
For customers who want to experience the true value of the Premium Support model, it is highly recommended that you add the Technical Account Manager (TAM). The TAM is a designated account management resource from the support organization, assigned to build an ongoing relationship with your IT and BlackBerry admins. The TAM will be your internal advocate at BlackBerry, and will act as the first point of contact for communication and escalations.
Key features include:
- Relationship-based Account management
- Single point of escalation and incident management
- Customized reporting and business reviews
- Proactive communications
- Annual training subsidy
Support Resources
Your holistic online web application to access enterprise-grade tools and resources designed to help you better manage your BlackBerry solution and keep your mobile employees productive.
Latest guides and manuals on all enterprise products, focused on installation, administration and migration.
Master BlackBerry products, including those in the BlackBerry Secure UEM & Productivity Suites, BlackBerry Workspaces, BlackBerry UEM and other BlackBerry Software and smartphones with flexible learning options in different formats.
- Option to purchase more.
- The myAccount portal, is a secure, online resource center for Named Contacts. Included are self-service tools and resources to trouble-shoot common issues, and the ability to create and manage service requests.