BlackBerry Partner Support Services ( BPSS ) Program Description

Transcription

1 BlackBerry Partner Support Services ( BPSS ) Program Description NOTE: This document is provided for informational purposes only, and does not in itself constitute a binding legal document. BlackBerry assumes no responsibility for any typographical, technical or other inaccuracies in this document. BlackBerry reserves the right to periodically change information that is contained in this document; however, BlackBerry makes no commitment to provide any such changes, updates, enhancements or other additions to this document to you in a timely manner or at all. THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE CONTENT OF THIS DOCUMENT, AND ALL INFORMATION PROVIDED HEREIN IS PROVIDED AS IS. EXCEPT AS EXPRESSLY AGREED TO BY BLACKBERRY IN AN AGREEMENT BETWEEN BLACKBERRY AND YOU FOR TECHNICAL SUPPORT, IN NO EVENT SHALL BLACKBERRY OR ANY OF ITS SHAREHOLDERS, AFFILIATES, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS OR SUPPLIERS, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT, SPECIAL OR CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES FOR ANY USE OF THIS DOCUMENT, INCLUDING WITHOUT LIMITATION, RELIANCE ON THE INFORMATION PRESENTED, LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION, ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE, EVEN IF RIM WAS EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES BlackBerry Limited. All rights reserved. BlackBerry, BBM and related trademarks, names and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries around the world. All other trademarks are the property of their respective owners. BlackBerry s wireless handheld products, associated software and/or portions thereof are covered by various Canadian, U.S. and/or foreign granted patents, as well as currently pending patent applications around the world. BlackBerry Corporation 5000 Riverside Drive, Suite 100E Irving, TX, USA Tel: (972) Fax: (972) Web site: info@blackberry.com BlackBerry Limited 2200 University Avenue East Waterloo, Ontario Canada N2K 0A7 Tel: (519) Fax: (519) Web site: info@blackberry.com BlackBerry UK Limited 200 Slough Road Slough, Berkshire United Kingdom SL1 3XE Tel: +44 (0) Fax: +44 (0) Web site: info@blackberry.com BlackBerry Singapore Pte. Limited The Synergy Building, 2 nd Floor 1 International Business Park Singapore Tel: Web site: info@blackberry.com Document Last Updated: November

2 Table of Contents Introduction... 4 Tier Direct to Level Two Support Resources... 5 When should a Partner consider Tier 3 Support for an End User?... 5 Tier 3 with DART... 5 Direct Advanced Response Team (DART)... 5 When should a Partner consider Tier 3 with DART for an End User?... 5 Descriptions of Support Features... 5 Coverage and Access... 5 Software Assurance... 6 myaccount BlackBerry Infrastructure Status and Notifications tool... 6 Named Callers and Dedicated BlackBerry Support Agents... 6 Optional Services... 7 Support Account Manager (SAM)... 7 Secondary Support Account Manager... 8 Partner Responsibilities and Enrollment Requirements... 8 Customer Support... 8 Systems and Information Technology... 8 Support Offers... 9 BlackBerry Webpage... 9 Adding new End Users... 9 Updating End User Information... 9 Renewing End Users...10 Reports...10 Training...10 Minimum License Count...10 Subscription Term...11 Fees...11 Tier Definitions...11 Response and Escalation Policy...13 Process...13 Problem Definition

3 Out of Scope Services...14 Annex 1 to the BlackBerry Partner Support Services Program Description...15 BlackBerry Software Assurance

4 Introduction BlackBerry Partner Support Services provides BlackBerry s Partners with direct from manufacturer technical support for issues with BlackBerry software. The BlackBerry Partner Support Services program offers technical assistance based on Partners support needs. By joining the BlackBerry Partner Support Services program, Partners will be responsible for Tier 0, 1 and 2 Support (see Tier Definitions below), including but not limited to taking the first call from the end user, confirming that the call is BlackBerry software related, and performing initial troubleshooting. If the Partner determines that the call is Tier 3 Support related, the Partner may escalate the call to BlackBerry for technical support assistance. Partners will be entitled to purchase Tier 3 or Tier 3 with DART support for their End Users. This will ensure that Partners have access to the experts for support incidents that their internal support team cannot resolve. Additionally, by enrolling in BlackBerry Partner Support Services, the Partner s End Users with perpetual licenses will be entitled to Software Assurance. This enables the Partner to provide their End Users with a complete support and maintenance program. How the Partner wants to commercialize their offerings is up to the Partner. The support options that the Partner can choose for their End Users are Tier 3 or Tier 3 with DART. For every End User, Partners must: Cover all software and licenses, subscriptions and value-added services on support. The Partner and End User cannot cover some software licenses, subscriptions and value-added services on support and go unsupported on others. Cover all software and licenses, subscriptions and value-added services consistently on the same level of support. For example, if the partner enrolls the End User at the Tier 3 + DART level, it must cover all software, subscriptions and value-added services at the Tier 3 + DART level Partners must renew their End Users support subscription on time to ensure there is no lapse in coverage. Should a lapse occur and the End User wishes to renew the coverage, the new subscription effective date will be the day following the original expiration date. Any new purchase of a perpetual license requires that the End User purchase coverage for oneyear under a BlackBerry Partner Support Services subscription. For existing and active End Users, the coverage under the BlackBerry Partner Support Services subscription may be pro-rated to align to the End User s then current Support term Note: Except as outlined in this document, each service offered within the BlackBerry Partner Support Services program will be delivered in English only. As a means to ensure that we provide the best support to our partners, BlackBerry offers Severity Based Routing, which enables us to manage and respond to issues based on their severity. Partners most critical issues will be prioritized and you will be connected with an expert support representative helping to minimize users downtime. Less critical issues will be routed to the 1st level support team who will collect key background information for a support agent. You will then be contacted at your convenience to work towards a solution. By collecting this key diagnostic data, we are able to offer partners faster time to resolution, lessening the impact to users. Partners always have the ability to override the suggested severity and set the severity of the issue based on the situation. The following is a high level description of the support levels available to our partners. Tier 3 When opening support tickets over the telephone for End Users with Tier 3 coverage, the Partner s Named Callers will bypass entry level analysts and route to BlackBerry s Direct to Level Two Support Analysts for critical issues. For non-critical issues, the Partner s Support Agents will be routed to first level support who will establish the nature and suggested severity of the issue. A Level Two Support Analyst will then contact the Partner Support Agent within the specified time frame as indicated in the Problem Definition section below. Upon contact, the Analyst will provide continued troubleshooting and work with the Partner s Named Caller towards resolution. 4

5 When opening electronic support tickets for an End User that has Tier 3 coverage, tickets will be directed to the Direct to Level Two Support Analysts team. A Level Two Support Analyst will contact the Partner s Named Caller within the specified time frame as indicated in the Problem Definition section below. Direct to Level Two Support Resources Level Two Support Analysts have extensive knowledge and working experience with the BlackBerry solution. This service allows an organization with strong internal support processes and qualified technical staff supporting the BlackBerry solution to have their technical support tickets routed to a more experienced pool of support resources. When should a Partner consider Tier 3 Support for an End User? It is the Partner s responsibility to own the development and in life management of their own service and support programs. In some instances, Partners may offer tiered services, with increasing objectives and value added services for a greater End User investment. Although all End Users are different, Partners could choose this option of support for End Users that are on the Partner s lower support tiers. Partners should consider the strategic nature of the relationship with the End User, the service level objectives that the End User and Partner have agreed to, End User expectations, and whether or not the End User s deployment is mission or business critical. Tier 3 with DART When opening support tickets over the telephone for End Users that have Tier 3 with DART coverage, the Partner s Named Callers will be routed to BlackBerry s DART support team for critical issues. For non-critical issues the Partner s Named Callers will be routed to first level support who will establish the nature and severity of the issue. A DART Agent will then contact the Partner s Named Callers within specified time frame as indicated in the Problem Definition section below. Upon contact, the DART Agent will provide continued troubleshooting and work with the Partner s Support Agent towards resolution. When opening electronic support tickets for an End User that has Tier 3 with DART coverage, these tickets will be directed to the DART team. A DART Agent will then contact the Partner s Named Callers within the specified time frame as indicated in the Problem Definition section below. Direct Advanced Response Team (DART) Support agents on the DART team are BlackBerry s most experienced technical personnel and are trained to resolve complex technical support incidents. They are also trained to provide route cause analysis of technical support incidents to help alleviate issue reoccurrence. When should a Partner consider Tier 3 with DART for an End User? It is the Partner s responsibility to own the development and in life management of their own service and support programs. In some instances, Partners may offer tiered services, with increasing objectives and value added services for a greater End User investment. Although all End Users are different, Partners could choose this option of support for End Users that are on the Partner s higher support tiers. Partners should consider the strategic nature of the relationship with the End User, the service level objectives that the End User and Partner have agreed to, End User expectations, and whether or not the End User s deployment is mission or business critical. Descriptions of Support Features Coverage and Access Partners Named Callers (as described below) may contact BlackBerry s Technical Support Services team via telephone or submit technical support tickets electronically via myaccount Twenty-Four (24) hours-a-day, Seven (7) days a week 1. Please see the Problem Definition section below for the Service Level Objectives 2 of each contact method. 5

6 BlackBerry Partner Support Services provides support for all of the following software: BlackBerry Enterprise Service, BlackBerry Enterprise Service Cloud, BlackBerry Enterprise Server, BlackBerry Enterprise Server Express, BlackBerry Mobile Fusion, BlackBerry Device Service, Universal Device Service, and BlackBerry Mobile Voice System. Support and Software Assurance will be provided in accordance with the BlackBerry Software Support Life Cycle. Software Assurance Software Assurance is a maintenance program that Partners can leverage to ensure that the End Users with Perpetual Licenses always have access to the latest major version software upgrades available from BlackBerry. Complete details and the terms and conditions of Software Assurance are contained in Annex 1. Upon adding a new End User to the BlackBerry Partner Support Services subscription, the Partner will be required to resell the required subscriptions and licenses for the End User. Subscriptions will have Tier 3 level of support included, and perpetual licenses will require the purchased of mandatory first year of Tier 3 support. After the purchase, BlackBerry will entitle the End User to their licenses and subscriptions, which will the End User can claim in myaccount. BlackBerry software upgrades will be available for the duration of the End User s subscription, and the Partner will be entitled to Tier 3 support for that End User. End Users must accept the separate Blackberry Terms and Conditions of Sale and Usage. BlackBerry will provide the Licenses, subscriptions, and software upgrades to the End User through myaccount, whereby they can trade up/trade in their BlackBerry licenses for the latest versions. In accordance with industry standards and Software Assurance requirements, End Users are required to have a consistent entitlement to Software Assurance, which means continuous enrollment for the total number of subscriptions and licenses under the BlackBerry Partner Support Services Program or the BlackBerry Technical Support Services program. Should a lapse occur and the End User wishes to renew the coverage, the new subscription effective date will be the day following the original expiration date. It is recommended that our Partners implement similar policies to ensure the BlackBerry Partner Support Services subscription dates and expectations align with the Partner s commercial offerings, subscription dates, and expectations. myaccount 1 The Partner Support Portal, myaccount, formerly known as the BlackBerry Expert Support Center (BESC), is a secure online resource center that provides Partners with access to self-service tools and resources to help troubleshoot common technical support issues. myaccount provides access to the BlackBerry Technical Knowledge Center, software documentation, product tutorials and archived BlackBerry technical webcasts. myaccount is available exclusively to Named Callers (defined below). Some of the myaccount tools that Named Callers may access include: Enterprise Activation Readiness used to verify that a BlackBerry smartphone is ready for the enterprise activation process by running online tests. All that is required is a BlackBerry smartphone personal identification number (PIN), serial number, and address. Create and Manage Service Requests used to create, view, establish severity, and add comments to open technical support tickets/ incidents associated with a technical support subscription. BlackBerry Infrastructure Status and Notifications tool 3 The BlackBerry Infrastructure Status and Notifications tool is a real time status indicator myaccount that shows the status of the BlackBerry Infrastructure to assist Named Callers (defined below) in proactively identifying whether an issue they re experiencing is the result of problems in their own technical environment or a problem being experienced with the BlackBerry Infrastructure. Named Callers and Dedicated BlackBerry Support Agents Named Callers are the individuals that Partners designate to access myaccount and to submit technical support requests to the BlackBerry Partner Support Services team. Named Callers typically include IT Managers, BlackBerry System Administrators and Help Desk staff members who are responsible for managing the BlackBerry solution. 6

7 All of the Partner s Named Callers must complete BlackBerry Training prior to joining the BlackBerry Partner Support Services program. Thereafter, all Named Callers must refresh their Training once every twelve (12) months. Where applicable, this must be done within three (3) months of major version releases. The training requirements will consist of several courses which can be completed with one of BlackBerry s Authorized Training Partners. These training requirements are posted here. Partners can contact Authorized Training Partners to arrange Instructor Led Training by going to Should the Named Caller fail to meet the training requirements, BlackBerry will remove the Named Caller from the BlackBerry Partner Support Services subscription and the named caller will not be able to contact BlackBerry for support or have access to myaccount. It is the Partner s responsibility to stay up-to-date on the training requirements. BlackBerry also recommends that Named Callers take training for the minor software releases as they become available. It is in the Named Callers best interest to review self-help content and training material provided by BlackBerry. This will help named callers troubleshoot Tier 1 and 2 incidents and ensure that they only escalate the appropriate Tier 3 incidents to BlackBerry (see tier definitions below). Should a Partner wish to change or add new Named Callers, the Partner can do so, as long as the Named Callers have completed the required BlackBerry training. The Partner can update Named callers in myaccount under the Support Staff Management Section. From these Named Callers, the Partner must identify Two (2) agents as Dedicated BlackBerry Support Agents. These Two (2) Dedicated Support Agents will act as the Subject Matter Experts for the BlackBerry Solution that the other named callers can rely on for Support and Guidance. The Partner must identify these Dedicated BlackBerry Support Agents at the time of onboarding. Optional Services Optional services will be delivered to the Partner, not the Partners End Users. Support Account Manager (SAM) A SAM is a designated BlackBerry Partner Support team member assigned to Partners to build an ongoing relationship with Partners Named Callers. The SAM will be the Partner's internal advocate at BlackBerry, act as the first point of contact for escalations of support related issues and liaise with other BlackBerry teams on behalf of a Partner where appropriate. The SAM will work to develop an understanding of the organization's BlackBerry business, so that they may proactively advise of upcoming software releases, applications, or known issues that may be of interest. The SAM will be available from 8am to 5pm, Monday to Friday in a single time zone (as designated by the Partner). The SAM will provide support outside of these hours on a best efforts basis only. Partners with multiple regional offices will have the option of purchasing a Secondary Support Account Manager (as described in Secondary Support Account Manager section below) to handle their support needs in additional time zones. Below is an overview of some of the common tasks that a SAM may perform while working with a Partner: Action Frequency Overview Onsite Visit Annually The SAM will visit the Partner's primary location annually. Customized Reporting Weekly The SAM will provide customized reports on a regular basis that may include: Open issues and Status Closed cases Pending software updates Top issues The SAM will also provide a Quarterly Executive Summary outlining key details of the Partner s support experience and Ongoing Communication Weekly service usage during the previous quarterly period. The SAM will arrange regular conference calls to review reports and provide proactive technical notifications as they become available. These calls will be scheduled during the SAM's hours of availability. 7

8 Issue Escalation As necessary The SAM is responsible for tracking and managing the Partner's technical escalations. Partner Advocate As necessary The SAM will act as a point of contact to help connect the Partner with other internal BlackBerry resources as needed. Support Systems & Resource Overview As necessary The SAM will provide an overview of the support tools and resources available to the Partner. Secondary Support Account Manager The services of a Secondary SAM would be purchased by organizations with global support requirements, where the Secondary SAM would perform the duties of a SAM (as described in the section above) for a designated time zone and regional location. The Secondary SAM will become the point of contact for the Partner's Named Callers in that region and will perform services in line with what the Partner's primary SAM delivers. This is a practical solution for Partners who have IT centers in more than one time zone, or would like each of their IT centers to receive the attention of a designated SAM resource. Partner Responsibilities and Enrollment Requirements Customer Support The Partner is responsible for managing the end user relationship and taking all primary calls from End Users. Partners are not to provide their End Users with direct access to the BlackBerry Partner Support team. If requested by BlackBerry, the Partner shall provide records, such as SRP IDs, log files or configuration files to aid BlackBerry in effectively troubleshooting and resolving support incidents. The Partner is responsible for handling all support incidents except those that can be categorized as Tier 3 incidents (see Tier Definitions below). To ensure the appropriate technical support incidents are escalated to BlackBerry, the Partner will ensure that their Support Agents take the necessary and relevant BlackBerry Training and Certification programs. In addition, the Partner will ensure that Named Callers complete the required BlackBerry Certification designations as outlined above. The Partner is expected to send customer satisfaction surveys to their End Users (in accordance with the specifications below) and maintain an Eight (8) out of Ten (10) overall customer satisfaction score. Upon request by BlackBerry, the Partner will discuss corrective action where BlackBerry determines that Partner is inappropriately escalating technical support incidents. If BlackBerry determines necessary, the Partner will perform any additional training of the Partners personnel and/or any other remedial actions as determined by BlackBerry. Should BlackBerry determine that the Partner has not made sufficient improvements, BlackBerry, at its sole discretion may remove the Partner from the BlackBerry Partner Support Services program. In addition, BlackBerry may charge the Partner for providing such support at BlackBerry s then current hourly rate for performing the particular service plus its expenses related to the performance of the service. BlackBerry reserves the right to invoice the Partner additional fees for any service provided to the Partner by BlackBerry that is not included in BlackBerry Partner Support Services at BlackBerry s then current hourly rate for performing the particular service plus its expenses related to the performance of the service (including any pre-approved travelling expenses, if applicable). BlackBerry will give the Partner notice of its intention to charge on this basis prior to performing the service, or as soon as BlackBerry makes a determination that the service is outside of the scope of the BlackBerry Partner Support Services program. As a member of the BlackBerry Partner Support Services program, Partners are expected to report software defects and other issues requiring development assistance to BlackBerry. Systems and Information Technology The Partner is required to maintain a customer satisfaction tracking solution for the support incidents and tickets that the Partner handles. Partners must send a customer satisfaction survey for all technical support tickets with the exception of not surveying the same user more than once in Thirty (30) days. It is required that Partners ask the End User whether they consider the ticket resolved. If an End User selects no the 8

9 Partner must contact the End User to resolve the issue. Partners must use a Zero (0) to Ten (10) tracking system to measure overall customer satisfaction. Partners must maintain a minimum of Eight (8) out of Ten (10) on overall customer satisfaction. Additionally, the Partner is required to maintain an effective ticketing system, interactive voice response system, and electronic ticketing system, whereby their End Users can submit support incidents and Partners can track support tickets handled by the Partner and escalated to BlackBerry. Partners will be asked to provide evidence of this as part of the onboarding to the BlackBerry Partner Support Services Program. The Partner is also required to set up and maintain a lab environment of the latest BlackBerry Software. The purpose of this is to ensure that the Partner has adequate experience working with the latest versions of BlackBerry Software and can leverage the lab environment for training and education purposes. The Partner may also be asked to provide evidence of the maintained lab environment. Support Offers As a member of the BlackBerry Partner Support Services program, Partners are required to provide their End Users supported under the BlackBerry Partner Support Services subscription, at a minimum, with access to their Help Desk, Twelve (12) hours a day, Five (5) days a week, in the End User s local time, from 08:00 to 20:00. Partners will be asked to provide evidence of this as part of the onboarding to the BlackBerry Partner Support Services Program. Additionally, Partners are required to provide their End Users with both Electronic and Telephone support options. The Partners must have the infrastructure and technology to deliver support with these mediums. Partners will also be asked to provide evidence of this as part of the onboarding to the BlackBerry Partner Support Services Program. BlackBerry Webpage Partners of the BlackBerry Partner Support Services program are also required to develop and implement a BlackBerry designated webpage on their website. On this webpage, the Partners must promote the BlackBerry Solution and the Partner s BlackBerry specific offers and services. The Partner can work with their Business Development Manager to receive BlackBerry marketing messages and branding. The partner is required to implement this webpage within One (1) month of joining the BlackBerry Partner Support Services program. Once implemented, Partners are required to update this webpage within One (1) month of new content becoming available. A Webpage Toolkit is available to Partners in the Partner Marketing Resource Hub. This toolkit provides wireframes and other tools to aid in the development of your BlackBerry Webpage. To access this site, navigate to and choose the Create Account Link above the Sign In box. Enter your name, address, desired password and secret question information. Click Create Account and check your inbox for your authentication . Adding new End Users Upon the Partner selling a service program to the End User, selling licenses and subscriptions, or requesting support and Software Assurance for existing BlackBerry licenses and subscriptions, Partners are required to add that End User, all of their subscriptions and licenses to their BlackBerry Partner Support Services subscription. They must do so by leveraging the BlackBerry ordering system and providing the required End User information, subscriptions, and license counts. When adding a new End User, the Partner is committing to paying the fees for that End User, covering a minimum period of Twelve (12) months unless the Partner is adding additional licenses or subscriptions to an existing End User s subscription, in which case the support fees will be pro-rated to align the subscription dates. Updating End User Information Partners are required to update the End User contact and company information in a timely manner after such changes occur. Partners who purchase Licenses and subscriptions with BlackBerry Partner Support Services for End Users must pay for and be entitled to such on a continuous basis. The Partner is required to update license and 9

10 subscription counts regularly. If there is a delay in time between the End User purchasing the license or subscription and the Partner adding the End User under the BlackBerry Partner Support Services subscription, the subscription effective date will be the day of the subscription or license purchase... It is recommended that the Partner enforces and implements the same business practices and communicates these requirements with End Users. This will help to ensure that there is not any confusion for months unpaid. Renewing End Users The Partner is expected to renew End Users and ensure they are continuously paying for and entitled to BlackBerry Partner Support Services. BlackBerry will attempt to notify the Partner of renewal opportunities Ninety (90), Sixty (60) and Thirty (30) days prior to each End User s renewal date. If there is a lapse in time between the End User s expiry date and the time by which the Partner renews the End User, the subscription effective date will be the day following the original expiration date. If a Customer is renewing from a BlackBerry Technical Support Services subscription and into a BlackBerry Partner Support Services subscription from the Partner, the subscription effective date will be the day following the original BlackBerry Technical Support Services subscription date. Should the Partner fail to renew an End User, BlackBerry may approach this End User and offer the End User alternate service programs, such as the BlackBerry Technical Support Services program. Reports The Partner will provide BlackBerry with the following reports on a monthly basis: Technical support incident and ticket reports: o Total technical support incidents/tickets opened & closed in reporting period o Technical support ticket numbers o Open date o Closed date o Name of Partner s Support Agent assigned to ticket o Product category/type o Description o PIM/SRP/IMEI (where applicable) o End User name o BlackBerry ticket number if escalated to BlackBerry Customer Satisfaction Scores o Overall satisfaction metric for incidents/tickets o Number of satisfaction surveys sent o Number of satisfaction surveys completed o Definition of satisfaction rating scale The partner will submit these reports to their BlackBerry Account Manager every month. Training All of the Partner s named callers must complete BlackBerry Training prior to becoming a Named Caller. Thereafter, all Named Callers must refresh their Training once per twelve (12) month period and within three (3) months of major version releases. The training requirements will consist of several courses which can be completed with one of BlackBerry s Authorized Training Partners. Training requirements are posted here. Partners can contact Authorized Training Partners to arrange Instructor Led Training by going to Minimum License Count To enroll in the BlackBerry Partner Support Services program, Partners must have a minimum of 2000 Licenses supported and accounted for under their BlackBerry Partner Support Services subscription. This is a cumulative count from all of the End Users. Partners who have less than 2000 Licenses can pay a monthly fee in accordance with the fee structure until the partner has the full 2000 Licenses. Partners who have a separate business model or function performing Statement of Work services or custom, short-term engagements can consider joining the BlackBerry 10

11 Consultant Support Services program. Additionally, Partners can consider reselling BlackBerry Technical Support Services and act as a named caller on behalf of the End User. To learn more about the BlackBerry Technical Support Services program, Partners can visit Subscription Term Upon enrolling in the BlackBerry Partner Support Services program, Partners will be entitled to their Partner specific features (such as Support Account Manager) for a period of One (1) year. Upon adding End User entitlements to the BlackBerry Partner Support Services subscription, Partners will be entitled to service for those End Users in accordance with the End User specific subscription dates. End Users will also be entitled to Software Assurance in accordance with the End User specific subscription dates. The BlackBerry Partner Support Services subscription with BlackBerry will be automatically renewed to ensure that Partners do not experience service delays. Should a Partner wish to end their BlackBerry Partner Support Services subscription with BlackBerry, the Partner must notify BlackBerry Sixty (60) days prior to their subscription expiry date. Fees Once a Partner sells an End User subscriptions, licenses, or a service program, the Partner must add the End User and their licenses and subscriptions to their BlackBerry Partner Support Services subscription. The partner must also renew existing End Users to ensure continuous entitlements. Upon selling new subscriptions and licenses, adding legacy licenses to the support subscription, or renewing an End User, the Partner will be invoiced for that End User. This will cover a minimum of One (1) year of BlackBerry Partner Support Services to the Partner for that End User, unless the Partner is adding additional licenses or subscriptions to an existing End User, in which case the support fees will be pro-rated. Please contact your BlackBerry Account Manager for Pricing. Tier Definitions Support Tier Tier 0 Support Description of Responsibilities Responsible for basic Handheld and BlackBerry Desktop Software troubleshooting Responsible for escalating RMA s to Buyer s help desk Responsible for Enterprise Software installation, configuration, internal network, firewall and internet connection Responsible for installing Handheld and Enterprise Software upgrades Party Responsible End User Tier 1 Support Tier 2 Support End User interface for business related technical support issues including: rate plans and features SMS services billing / provisioning services (provisioning technical support incidents to be escalated to Carrier) Basic Enterprise software and Handheld usage questions ("How do I, How does, What does <feature> work/mean ) Non-BlackBerry handheld setup and configuration that is not related to integration with BlackBerry software or services (For example: setting up Bluetooth on an iphone device that is connected to a BES) Enterprise software and handheld configuration questions (For example: Setting up software / IT Push, setting up Wi-Fi on the Handheld etc.) End User interface for technical support issues including: verification of device activation and de-activation assisting End Users in the set-up and configuration of Enterprise Activation assisting End Users in the set-up and configuration of the BlackBerry Internet Services functions (e.g. to set-up POP3 forwarding) Buyer / Partner Buyer / Partner 11

12 Tier 3 Support assisting End Users in the set-up of an account on their BlackBerry (Handheld and BlackBerry Desktop Software support) Basic Purchasing, claiming, adding licenses to Enterprise software questions and issues. support for the Handheld and BlackBerry Desktop Software features and operations support for BIS features and operations Basic Handheld troubleshooting (hardware, BlackBerry Handheld Software and BlackBerry Desktop Software)* Basic Enterprise Software troubleshooting* Basic Secure Works Space troubleshooting* Basic BIS troubleshooting (sending and receiving , options, user profile, filters, and external accounts)* Basic support for other BlackBerry applications (browser, etc.)* Support on peripherals (charger, earpiece etc.) phone application support all RMA inquiries support for Handheld and Enterprise software installs, updates, upgrades and new applications new application downloads * Basic support consists of any support for which information has been made available by BlackBerry to Buyer in training programs, training materials, support materials, standard documentation or BlackBerry support portals (including without limitation, the BlackBerry Support Centre and the BlackBerry Technical Solution Centre (collectively and individually referred to as the Knowledge Base )). Buyer interface (not End User interface) for technical support incidents consisting of: Advanced Handheld troubleshooting (including for BlackBerry Handheld Software and BlackBerry Desktop Software)** Advanced BIS troubleshooting for Handhelds (sending and receiving , options, user profile, filters, and Advanced Enterprise Software troubleshooting** Advanced Secure Work Space troubleshooting** Advanced support for other BlackBerry applications supplied by BlackBerry (browser, etc.) for the Handheld** Advanced technical support incidents with the Partner Portal (e.g. BESC/BPSC). Advanced licensing (e.g. Silver/Gold/Annual/Perpetual etc.) technical support incidents. Advanced support for Software updates, upgrades and new applications supplied by BlackBerry for the Handheld** ** Advanced support consists of any support for which information has NOT been made available by BlackBerry to Buyer through the Knowledge Base and/or in training programs, training materials, support materials, standard documentation or BlackBerry support portals (including without limitation, the BlackBerry Support Centre and the BlackBerry Technical Solution Centre (collectively and individually referred to as the Knowledge Base )). Note: All communications between BlackBerry, Buyer and Buyer s Distributors and/or End Users will be in written and spoken English. BlackBerry 12

13 Response and Escalation Policy Process Upon successful enrollment in the BlackBerry Partner Support Services program, Partners will be issued two BlackBerry Technical Support Services subscription codes. One of these codes will provide the partner access to the BlackBerry Partner Support Team in accordance with the Tier 3 level of support, and the other code will provide the Partner access to the BlackBerry Partner Support Team in accordance with the Tier 3 + DART level of support. When Partners contact the BlackBerry Partner Support team, they must leverage the support code applicable for the End User s level of support. Partners must use the Tier 3 subscription code for End Users that have been enrolled under the Partner s Tier 3 level of support, and must use the Tier 3 subscription code for End Users that have been enrolled under the Partner s Tier 3+DART level of support. Once the subscription code is provided, a support ticket is initiated. Each support ticket is assigned a unique ticket number which the BlackBerry Partner Support team uses to track the issue from initiation to resolution. The support ticket number will be provided either at the end of a call with a BlackBerry Partner Support agent or via an automated message receipt when contacting BlackBerry Partner Support through myaccount. Partners must refer to this support ticket number for all communication relating to that specific issue. Problem Definition All requests for support are initially deemed to be problems by the BlackBerry Partner Support team. When a problem is reported, Partners indicate its impact to their end user in an attempt to assist the assigned BlackBerry Partner Support agent to classify the problem s severity. Problem classifications are outlined in the table below: Severity Action Service Level Objectives 2 Severity 1 Critical business impact. Severity 2 Significant business impact. Severity 3 Moderate business impact. A Severity 1 incident is defined as a problem that causes a total loss of service for which no procedural workaround exists. This problem is critical to your organizations ability to conduct business, and may affect either the BlackBerry Enterprise Service or a majority of the deployed BlackBerry smartphones. Note: BlackBerry support teams are paged twenty-four (24) hours a day, seven (7) days a week for critical problems; End Users must agree to be available for engagement 24x7 until relief has been provided. A Severity 2 incident is defined as a problem that causes a severe degradation of service to BlackBerry End Users. A End User s key business process is impaired but not disabled. End Users may continue their operation, but in a significantly restricted fashion. A Severity 3 incident is defined as a problem that has slightly compromised the ability of an End User to conduct business. The End User can continue to conduct business and productivity loss is minor. The situation may be temporarily circumvented with an established work-around. Tier 3 Phone: Immediate Electronic: 1 hour Tier 3 + DART Phone: Immediate Electronic: 30 minutes Tier 3 Phone and Electronic: 2 hours Tier 3 + DART Phone and Electronic: 1 hour Tier 3 Phone and Electronic: 4 hours Tier 3 + DART Phone and Electronic: 2 hours 13

14 Severity 4 Nominal business impact. A Severity 4 incident is defined as a problem that does not compromise the ability of an End User to conduct business. This may include a request for service, enhancement, or "how to" request. There is little to no risk of End User impact. Tier 3 Phone and Electronic: Next Business Day Tier 3 + DART Phone and Electronic: Next Business Day Note: Severity classifications may be updated during the lifecycle of a problem if the impact to the End User changes. Out of Scope Services Services not described within the designated support level (defined above) are outside the scope of BlackBerry Partner Support Services and chargeable on a per occurrence basis, at then-current rates. If the Partner requests any of these services, BlackBerry Partner Support will inform the Partner, in advance of the service being rendered, that it may be subject to additional charges. Software reloads for any component of the BlackBerry solution and restoring software to an operational level as defined in the product specifications Support when a virus is detected on the Partner s, Customer s, or End User s systems; BlackBerry assumes no responsibility for data loss when asked to assist with the cleaning of a virus System administrator functions that are the End User s responsibility including, but not limited to,: o Installation/configuration/testing/tuning of third-party non-factory installed applications, components or products o Backup and restoration of the Partner s, Customer s, or End User s system(s) and related data o o Management of End User-tailored parameters Creation/modification of scripts unique to the Partner s, Customer s, or End User s environment Product training, including customized operational/technical procedures Custom programming or custom application development Services relating to application software support, database implementation, population and administration, execution of data loading procedures, data archiving and recovery Services resulting from the following causes: o o o o o o End User or any third party s negligence, misuse or abuse Failure to operate equipment in accordance with the recommended BlackBerry specifications Failure to perform regular preventive maintenance activities Acts of third parties Improper implementation or operation of software Failure to perform those actions as prescribed by BlackBerry during technical troubleshooting Services related to unsupported products, once the cause has been isolated to the unsupported product and communicated to the Partner BlackBerry Partner Support Services doesn t cover issues with the Partner s, Customer s, or End User s networks, third-party software solutions or hardware issues 14

15 Annex 1 to the BlackBerry Partner Support Services Program Description BlackBerry Software Assurance By purchasing BlackBerry Partner Support Services with coverage of perpetual Client Access Licenses, End Users are entitled to BlackBerry Software Assurance. BlackBerry Software Assurance provides Upgrades and Updates for the number of perpetual BlackBerry Enterprise Mobility Management software licenses for which the Partner has purchased coverage for that End User, during the term of the Subscription, subject to the terms and conditions. An Upgrade is a new major version release of the covered software that provides functional enhancements at the platform-level which materially advance the software's capabilities. Upgrades will typically be identified by a change in the first version number of the software, e.g. BES 10.x to BES 12.x. An Update is a minor release that provides new and/or additional features or functionality. Updates will typically be identified by a change in the second version number of the software, e.g. BES 12.0 to BES An Update may also be referred to as a "Feature Release" or "Service Pack". New Product Releases are not included in BlackBerry Software Assurance. A New Product Release is a software release that contains new features or substantial additional functionality, which BlackBerry may determine in its sole discretion, is subject to additional license fees or terms ( New Product Releases ) Upgrade and Update Availability Upgrades and Updates will be available in BlackBerry's normal course of making such Upgrades and Updates generally available to the public; however, there is no assurance that BlackBerry will make any Upgrades or Updates available during the term of the End User s Subscription. BlackBerry Software Assurance is subject to the terms, conditions and limitations of the BlackBerry Solution License Agreement ("BBSLA") and any applicable Addenda or Amendment. Updates and Upgrades are licensed to End Users and subject to the BBSLA and any applicable Addenda or Amendment. Any capitalized words not defined herein, have the meaning in the BBSLA or any applicable Addenda or Amendment. Additional Terms, Conditions and Limitations 1) This Upgrade and Update Program only applies to valid BES perpetual licenses and entitles End Users only to an Upgrade or Update for the specific product that End Users have licensed. For example, a Silver perpetual CAL is eligible to be Upgraded to a Silver perpetual CAL, but not to other EMM perpetual licenses such as Gold - BlackBerry or Gold - Secure Work Space; 2) Upgrades and Updates, if any, will be made available electronically and will not be shipped on physical media; 3) Additionally, in order to receive BlackBerry Software Assurance benefits, the Partner and the End Users must: 1. Cover all software and licenses, subscriptions and value-added services on support. The Partner and End User cannot cover some software licenses, subscriptions and value-added services on support and go unsupported on others. 2. Cover all software and licenses, subscriptions and value-added services consistently on the same level of support. For example, if the Partner enrolls the End User under Tier 3 support for some software, the subscription must cover all software, subscriptions and value-added services at the Tier 3 level. 3. Renew the support subscription on time to ensure there is no lapse in coverage. Should a lapse occur and the Partner or the End User wishes to renew the coverage late, the new subscription effective date will be retroactive to the day following the original expiration date. This includes renewals from the BlackBerry Technical Support Services program to the BlackBerry Partner Support Services program, and vice versa. 15

16 4) If the End User owns perpetual licenses that are not currently covered on a BlackBerry technical support subscription (through either BlackBerry Technical Support Services or BlackBerry Partner Support Services), and the End User wishes to obtain BlackBerry Software Assurance benefits, the End User must purchase a BlackBerry subscription, through either BlackBerry Technical Support Services or BlackBerry Partner Support Services for such licenses. End Users in this scenario will fall into one of two categories: 1. End User does not have an active BlackBerry Technical Support Services or is not covered by a BlackBerry Partner Support Services subscription. In this case, the annual subscription start date will be the most recent of: a) The day after the last active BlackBerry Technical Support Services subscription or BlackBerry Partner Support Services coverage expired b) BES12 launch, November 13, 2014 c) The date the perpetual licenses were purchased 2. End User has an active BlackBerry Technical Support Services or is actively covered under a BlackBerry Partner Support Services Subscription. In this case, payment for coverage of additional perpetual licenses will be pro-rated based on the most recent of the below, until the End User s upcoming subscription expiry date: a) BES12 Launch, November 13, 2014 b) The date the perpetual licenses were purchased 5) No refunds or credits will be provided to the Partner or End User if no Upgrades or Updates are made available or if the End User chooses not to Upgrade or Update the software, or if the Partner or End User wishes to terminate the Subscription; 6) BES software and this Upgrade and Update Program is subject to BlackBerry's end of life policy found at: 7) BlackBerry may refuse to provide the r End User Upgrades and Updates and/or terminate the Subscription if the Partner fails to timely pay the fees, or if the Partner or End User are otherwise in breach of the BlackBerry Partner Support Terms, or other applicable agreement or the terms contained herein or found in the BBSLA or its applicable Addenda or Amendment. 16

17 1 myaccount availability may be subject to maintenance and technical requirements 2 The response times are estimates only and shall not be considered a representation or warranty under any agreement with BlackBerry including the BlackBerry Partner Support Services terms or this Partner Support Services Program Description 3 A valid Non-Disclosure Agreement may be required between the subscribing organization and BlackBerry 17