BlackBerry Account Center and Customer Claim Process Reference Guide Version 2.0

Transcription

1 BlackBerry Account Center and Customer Claim Process Reference Guide Version 2.0 v BlackBerry 1

2 Table of Contents Section 1: Glossary of Terms... 3 Section 2: Introduction to the BlackBerry Account Center (BAC)... 5 Section 3: Confirmation Section 4: Account Registration & Activation... 7 Section 5: Accessing the BlackBerry Account Center for the first time Section 6: Claiming Orders Section 7: ECode Confirmation Section 8: TCode Confirmation Section 9: Order History Section 10: Managing Users v BlackBerry 2

3 Section 1: Glossary of Terms BlackBerry Enterprise Server 5 (BES 5) - BlackBerry Enterprise Server is for organizations that have an on-premise server and require a high level of IT control over their BlackBerry OS 7.1 and earlier smartphones. BlackBerry Enterprise Service 10 (BES10) BES10 provides organizations with device management, security and app management for BlackBerry, ios, and Android TM devices. BlackBerry Expert Support Center (BESC) BESC is used by the end customer in a self-service manner to troubleshoot problems with their BES servers and open support tickets with BlackBerry Technical Support Service (BTSS). BESC also has a number of diagnostic tools and Knowledge Base (KB) articles that assist in the troubleshooting process. BlackBerry Account Center (BAC) BAC is the portal used by the end customer to claim an order. They can see their order status and order history for purchases made through Ecomm 2.0. It also has functionality to view the specific licenses they own. Client Access License (CAL) Designed for use with BES 5 or BES 10, Client Access License keys (CALs) control how many user accounts can exist on BES 5 or BES 10. If you exceed the number of user accounts for your BlackBerry Enterprise Server, the BlackBerry Administration Service informs you that you require more CAL keys. Silver-level EMM - Delivered through a single end-to-end platform in BlackBerry Enterprise Service 10, Silver-level EMM delivers comprehensive device management, security and application management for corporate and personal-owned BlackBerry, ios and Android devices. ECode Every organization has a unique ECode assigned to their account in the BlackBerry Account Center license management system. All licenses for an organization must use the same ECode if they are to be managed and used in the same BlackBerry environment. Enhanced License Management (ELM) ELM is responsible for the creation and management of the Annual CALs. System that interfaces with BlackBerry Enterprise Service Version 10.1 or newer. Enterprise Mobility Management (EMM) An industry term which reflects an enterprise platform which is capable of securely managing mobile devices, user and device policies and settings, applications, and network connectivity from a single management console. EZ Pass A promotion BlackBerry is running from March 31 st, 2014 to January 31 st, EZ Pass allows customers with on premise BES installations to get new Silver level EMM perpetual licenses at no charge by entering screenshots of existing BES licenses and/or competitive licenses into a web portal. More details at blackberry.com/ezpass. Gold-level EMM for BlackBerry Available with BES 10.1 and newer versions, Gold-level Enterprise Mobility Management control options are available for BlackBerry 10 smartphones to enable compliance for government and regulated environments. Gold-level EMM for ios and Android with Secure Work Space Available with BES 10.1 Service Pack 1 and newer versions, Secure Work Space is a containerization, application-wrapping and secure v BlackBerry 3

4 connectivity option that delivers a higher level of control and security to ios and Android devices, all managed through the single BES10 administration console. Tcode Code for access to BlackBerry Technical Support Services. v BlackBerry 4

5 Section 2: Introduction to the BlackBerry Account Center (BAC) Once your order for BES10 version 10.1 Server Software, BES10 Client Access Licenses (CAL), is completed by a carrier or authorized BlackBerry partner, or once you have completed the EZ Pass upgrade process for trading up existing BlackBerry Enterprise Server 5 or migrating BES10 version 10.0 CALs, you will receive a confirmation (Figure 1) from BlackBerry which contains the order details, a link to the BlackBerry Account Center site and the Claim Tag ID which is needed to download the CALs. When claiming BES10 CALs for the first time, you will first need to register on the BlackBerry Account Center. The BlackBerry Account Center is located at the following address: Section 3: Confirmation Once an order is completed, customers will receive a confirmation (See Figure 1 below) from bbstore-noreply@blackberry.com which contains the order details, a link to the BlackBerry Account Center site ( and the Claim Tag ID which is needed to download the Licenses. v BlackBerry 5

6 Thank you for choosing BlackBerry Enterprise Solutions. We recommend that you print a copy of this order confirmation for your records. Order Details: Order Number: Order Date: April 3, :05:01 PM EDT Ship To: Morgan Parker Inc. 185 Columbia St. W Waterloo, ON N2L 5Z5 CA Product Code Description Quantity SPA Promo EMM for BlackBerry v Perpetual CAL 1 To claim your order please click here. WARNING - Selection of the incorrect account within Account Center during the license claim process could impede your ability to access CALs from your BES. If you are having issues with the link, please copy and paste the following into BlackBerry Account Center. Regards, BlackBerry Enterprise Solutions 5efa46a0-cc4c b6f-20fb7756bb79 Please do not reply to this as the mailbox is not monitored. This account information will be used in accordance with BlackBerry privacy policy BlackBerry. All rights reserved. Legal Privacy v BlackBerry 6

7 Figure 1 Customer Confirmation from bbstore-noreply@blackberry.com Section 4: Account Registration & Activation Customers must register their account if they are claiming BES10 v10.1 CALs or higher for the very first time. If a customer click s on the BlackBerry Account Center URL ( or the Claim Tag ID in the confirmation (See Figure 1), they will be directed to the BlackBerry Account Center landing page (see Figure 2 below). Customers then will select Register. Figure 2- BlackBerry Account Center Landing Page The Account Registration is supported in the following languages which can be customized in the top right corner of the web page: English French Italian German Spanish Japanese Brazilian Portuguese After selecting Register, the customer will be presented with the New User Registration page (See Figure 3 below). The customer will select Next to proceed. v BlackBerry 7

8 Figure 3- New User Registration The customer will be required to enter their User Information (See Figure 4 below), and select Next : v BlackBerry 8

9 Figure 4- New User Information NOTE: If the user is already associated with an account they will receive a message that they can sign in with their existing BlackBerry Account Center Identity Management (IDM) username ( ) and password. The user will be required to enter in their Company information (See Figure 5 below) and select Next : v BlackBerry 9

10 Figure 5- Company Information NOTE: If there is a single match against the Company Name provided, domain & state/province the user entered, the customer will have the option request an to be sent to the administrator of the account for access. The user can select this option and end the registration process or continue and register a new account. If the user selects the option to the admin, the following information will be sent with the request: User First Name User Last Name Address If there are multiple matches, a warning message will be displayed advising the user an account may exist (See Figure 6 below). The user can cancel out of the registration process or continue and register a new account. The option to the admin will not be made available. Canceling at any point during the registration process will return the user to the BlackBerry Account Center landing page. v BlackBerry 10

11 Figure 6- Multiple Company Information Matches Warning If the user continues with the registration, they will receive the following warning (See Figure 7 below) that the address that was provided cannot be validated. They will be presented with suggested address formats, or they can continue with the provided address. v BlackBerry 11

12 Figure 7- Verify Address If the registration is successful, the user will receive a confirmation (See Figure 8 below) messaging advising them that they will receive an message to activate their account. The user will receive an message which they use to activate their account (See Figure 8 below). The message will also contain their Activation Code and will be valid for 7 days from the Order Date. If the user does not activate their account within 7 days, they will be required to go through the registration process again. The user will select Click Here. v BlackBerry 12

13 Figure 8- Activation The customer will be presented with the following Account Activation web page (See Figure 9 below) with their username ( address) and Activation Code pre-populated from the Account Activation message. The customer will select and confirm a password, and then they will select Activate. v BlackBerry 13

14 Figure 9- Account Activation The customer will be presented with following page below (See Figure 10 below) which confirms that their account was successfully activated. v BlackBerry 14

15 Figure 10- Account Successfully Activated Section 5: Accessing the BlackBerry Account Center for the first time Once a customer has successfully activated their BlackBerry Account Center, they will be able to sign-in on the login page. The login page is provided in the Congratulation confirmation at the bottom of Figure 10, or customers may login at (See Figure 11 below). v BlackBerry 15

16 Figure 11- BlackBerry Account Center Sign In Page The customer will enter their username and password and select Sign In. When a customer signs in for the first time, they will be prompted to select their country (See Figure 12 below). Figure 12- Country Selection v BlackBerry 16

17 The customer will be prompted to Agree or Reject the Site Terms and Conditions for their country (See Figure 13 below). If the customer selects Reject they will be returned to the BlackBerry Account Center landing page. Figure 13 - Terms and Conditions When the customer selects Agree they will be presented with a quick overview of the BlackBerry Account Center (See Figure 14). If a customer selects Reject, they will return to the Country Selection screen (Figure 12). v BlackBerry 17

18 Figure 14- Quick overview of BlackBerry Account Center The customer will select Start and will be presented with the BlackBerry Account Center Home Page (See Figure 15 below). v BlackBerry 18

19 Figure 15- BlackBerry Account Center Home Page Section 6: Claiming Orders When a customer is ready to claim an order, they will select the Claims link from the BlackBerry Account Center home page (See Figure 16). v BlackBerry 19

20 Figure 16- BlackBerry Account Center Home Page The customer will be prompted to select an account that is associated with their username and password (See Figure 17 below). The customer selects Next. v BlackBerry 20

21 WARNING! Selection of the incorrect account within Account Center during the license claim process could impede your ability to access CALs from your BES. If you have claimed licenses in the past, check the Licenses tab in the Account Centre to ensure the account that you are claiming against is the same one as the previous time you have claimed. Figure 17 - Account Selection The customer s ECode that is associated with their account will be pre-populated in the ECode field (See Figure 18). If this is the first time a customer is claiming an order, they will not be presented with this ECode screen. v BlackBerry 21

22 Figure 18 ECode The customer will be presented with Enter Claim Tag ID web page below and they will select Next. (See Figure 19). NOTE: If the customer clicked on the Claim Tag ID from the notification they received in their Inbox, the Claim Tag ID will automatically be populated. v BlackBerry 22

23 Figure 19- Claim Tag ID The customer will then be presented with the Order Details and Items associated with the Claim Tag ID below (See Figure 20). The customer will select Next or they can go back to the Claim Tag ID page and enter a new Claim Tag ID. v BlackBerry 23

24 Figure 20 - Claim Order Details and Items The customer will then be presented with the Terms & Conditions associated with the order. The customer will select the Accept checkbox, and then click on Next at the bottom of the Terms and Conditions. Next, the customer will accept the Terms and Condition for the BES 10 Client Access License that they have ordered (See Figure 21 below). If the customer has only ordered one type of License, they will only be presented with the Terms and Conditions that are associated with the License they have ordered. If they are claiming separate Licenses, they will be presented with two separate Terms and Conditions. v BlackBerry 24

25 Figure 21- License Terms and Conditions Once the customer has accepted the Terms and Conditions by clicking on the checkbox, and selecting Next, they will be presented with the Claim Order Finish web page (See Figure 22 below) which will indicate that an will be received by the customer within 72 hours. The customer can also check the status of their order by selecting the View Orders tab. v BlackBerry 25

26 Figure 22- Claim Order Finish Section 7: ECode Confirmation Once a customer completes the claim process, they will receive the following (See Figure 23 below) Dear Morgan Parker, Thank you for your purchase of BlackBerry Enterprise Service 10 licenses. This is to inform you that your products are ready to use. Your organization has been assigned an ecode which is associated with your organization's account in the license management system. Keep this ecode as a reference, it may be requested if you require technical assistance with your organization's licenses. Please sign in to the BlackBerry Account Center to retrieve your BES10 licenses. v BlackBerry 26

27 For customers looking for technical support with 24x7 same-day phone assistance and access to other strategic services, Advantage, Priority, or Premium Support are recommended. For more details visit If you are currently subscribed to BlackBerry Technical Support Services, please continue to use your permanent Tcode and BlackBerry Expert Support Center credentials. We thank you for choosing BlackBerry. Regards, Your Strategic Support Partner BlackBerry Technical Support Services Order Number: Ecode: EMM License Level: Number of Seats: e47868c02-00 Promo EMM for BlackBerry v Perpetual CAL 1 users Please do not reply to this as the mailbox is not monitored. This account information will be used in accordance with BlackBerry privacy policy BlackBerry. All rights reserved. Legal Privacy Figure 23- ECode Confirmation Section 8: TCode Confirmation If a customer has also ordered Technical Support, once they complete the claim process, they will receive a BlackBerry Technical Support Services Welcome Package (See Figure 24). Customers will be sent a temporary TCode to call in for support. A permanent TCode will be issued once the support contract is processed which can take up to 4-6 business days. v BlackBerry 27

28 Figure 24 Technical Support Welcome Package Section 9: Order History Customers can view recent orders by selecting View Orders on the top navigation bar of the BlackBerry Account Center portal or by selecting View Orders on the Home Page (See Figure 16). The Order History page will be presented below which include the Order Number(s), the Order Date, and the Status (Processing or Complete) of the Order (See Figure 25). v BlackBerry 28

29 Figure 25- View Orders Page When a customer selects a specific Order Number, the Orders Details web page will be presented (See Figure 26 below) which provides the customer with the Order Number, Order Date, Claim Tag ID, and the details on the Licenses that were ordered. v BlackBerry 29

30 Figure 26- Order Details Page The customer can now also view specific details about each product and service that is displayed in the Order Details. If the customer selects a CAL order product line, then the Product Type, Quantity, Product Name and Software License Keys will be displayed. Figure 27 illustrates the Order Details for licenses. v BlackBerry 30

31 Figure 27 LIcense Order Details Section 10: Managing Users Customers can also manage other users associated with the account, including adding or removing users, and editing their privileges. To access the User Management page, the customer selects Users from the top navigation bar or they can select Users from the Home Page (See Figure 17). The User Management will be presented below (See Figure 28). Customers can add New Users to their account by selecting +New User. v BlackBerry 31

32 Figure 28- User Management The customer will need to add the First and Last Names, address, and Phone Number of the new user (See Figure 29). By default, BlackBerry Account Center will grant them full administrative rights, which mean the new user will be able to add new users, claim orders, and view order history and license key management. If the customer wants to change the privileges of the new user, they must select edit. v BlackBerry 32

33 Figure 29- Add New User Information When a customer adds a new user, the new user will receive two s: 1. An to activate their account and create a password (similar to the account registration process in Section Notification that they have been added to the account (in the event the user already has IDM credentials). v BlackBerry 33