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: [email protected] BlackBerry Limited 2200 University Avenue East Waterloo, Ontario Canada N2K 0A7 Tel: (519) Fax: (519) Web site: [email protected] BlackBerry UK Limited 200 Slough Road Slough, Berkshire United Kingdom SL1 3XE Tel: +44 (0) Fax: +44 (0) Web site: [email protected] 1

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

3 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 Customers. 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 Customers with perpetual licenses will be entitled to Software Assurance. This enables the Partner to provide their Customers 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 Customers are Tier 3 or Tier 3 with DART. For every Customer, Partners must: Tier 3 Cover all software and licenses on support. The customer cannot cover some licenses on Support and go unsupported on other licenses. Cover all software and licenses consistently on the same level of support including any subscriptions that are purchased and have support included as part of the subscription fee. When opening support tickets over the telephone for Customers 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. When opening electronic support tickets for a Customer 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 a Customer? 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 Customer investment. Although all Customers are different, Partners could choose this option of support for Customers that are on the Partner s lower support tiers. Partners should consider the strategic nature of the relationship with the Customer, the service level objectives that the Customer and Partner have agreed to, Customer expectations, and whether or not the Customer s deployment is mission or business critical. 3

4 Tier 3 with DART When opening support tickets over the telephone for Customers 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 a Customer 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 a Customer? 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 Customer investment. Although all Customers are different, Partners could choose this option of support for Customers that are on the Partner s higher support tiers. Partners should consider the strategic nature of the relationship with the Customer, the service level objectives that the Customer and Partner have agreed to, Customer expectations, and whether or not the Customer 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 the Partner Support Portal 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. BlackBerry Partner Support Services provides support for all of the following software: BlackBerry Enterprise Service, 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 their end Customers with Perpetual Licenses always have access to the latest major version software upgrades available from BlackBerry. Upon adding a Customer to the BlackBerry Partner Support Services subscription, the Partner will be required to provide a license count and breakdown of license types. In doing so, BlackBerry will entitle the Customer to BlackBerry software upgrades. This will be done by contacting the Customer directly to have them accept the separate Software Assurance Terms and Conditions. Additionally, BlackBerry will directly provide the Customer with access to a BlackBerry portal whereby they can trade up/trade in their BlackBerry licenses for the latest versions. In accordance with industry standards and Software Assurance requirements, Customers are required to have a consistent entitlement to Software Assurance. To ensure this requirement is fulfilled, any delays in renewals and payments will result in an invoice for unpaid months. Additionally, should there be a gap between the purchase dates of a license and the date by which a Customer is enrolled under the BlackBerry 4

5 Partner Support Services subscription where Software Assurance is included, the Partner will be invoiced for unpaid months. Partner Support Portal 1 The Partner Support Portal is a secure online resource center that provides Partners with access to selfservice tools and resources to help troubleshoot common technical support issues. The Partner Support Portal provides access to the BlackBerry Technical Knowledge Center, software documentation, product tutorials and archived BlackBerry technical webcasts. The Partner Support Portal is available exclusively to Named Callers (defined below). Some of the Partner Support Portal 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 within the Partner Support Portal 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 the Partner Support Portal 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. All of the Partner s named callers must complete the latest version of the BlackBerry Certified Helpdesk Specialist certification designation and the BlackBerry Certified System Administrator certification designation. To learn more or access these certification programs, please visit Upon new certification versions becoming available, Named Callers must take the appropriate training courses to prepare them for the certifications. From the date of availability, Named Callers will have a period of Three (3) months to take training and familiarize themselves with the product in preparation for the certification. Once this is complete, the Named Caller will have a period of One (1) month to complete the certification. This gives the Named Caller Four (4) months to complete the new certifications. Should the Named Caller fail to meet this criteria, BlackBerry will remove the Named Caller from the BlackBerry Partner Support Services subscription, meaning that named caller will not be able to contact BlackBerry for support or have access to the Partner Support Portal. It is the Partner s responsibility to stay up-to-date on certifications and designations as new certifications become available. It is in the Named Callers best interest to take training programs and review other self-help content 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 [email protected] with the changes requested. If adding a new Named Caller, the Partner will need to provide the Named Caller First Name, Last Name, address and Certification IDs. To find the Certification ID, Named Callers can visit and login with their certification credentials. The Certification ID will be on the right side of the page, beside BCP ID. From these Named Callers, the Partner must identify Two (2) agents as a Dedicated BlackBerry Support Agent. 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. 5

6 Optional Services Should the Partner require additional services, there are a variety of optional services available from BlackBerry, designed to help develop the Partners Support Agents expertise and support relationship with BlackBerry. These services will be delivered to the Partner, not the Partners Customer. Support Account Manager (SAM) A SAM is a designated SSS assigned to Partners to build an ongoing relationship with Partners Named Callers and act as the first point of contact for escalations of technical support tickets. Training Should Partners wish to receive BlackBerry Training for their Named Callers or other support agents, they can purchase training directly from Authorized BlackBerry Training Partners or access the online training modules. To access online training, named callers can leverage the Partner Support Portal, or go to To purchase instructor-led or on-site training, Partners can transact directly with Authorized BlackBerry Training Partners by going to 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 BlackBerry. 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 appropriate BlackBerry Certification designations as outlined above. The Partner is expected to send customer satisfaction surveys to their Customers (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 6

7 tickets with the exception of not surveying the same user more than once in Thirty (30) days. It is required that Partners ask the Customer whether they consider the ticket resolved. If a customer selects no the Partner must contact the Customer 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 Customers 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. Participation in the BlackBerry Enterprise Pre-release Program To become a member and maintain membership status of the BlackBerry Partner Support Services program, Partners are required to join and participate in the BlackBerry Enterprise Pre-release Program. Joining this program will be executed by the Partner s Business Development Manager in the onboarding process. Should the partner have any questions about participation in this program or believe that this step was missed, the partner should contact their Business Development Manager or [email protected]. Support Offers As a member of the BlackBerry Partner Support Services program, Partners are required to provide their Customers 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 Customer 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 Customers 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. Adding new Customers and End Users Upon the Partner selling a service program to their Customer, Partners are required to add that Customer to their BlackBerry Partner Support Services subscription. They must do so by leveraging the BlackBerry ordering system and providing the required Customer information. When adding a new Customer, the Partner is committing to paying the fees for that Customer for a period of Twelve (12) months. Updating Customer Information Partners are required to update Customer contact and company information in a timely manner after such changes occur. Customers who have purchased a Software Assurance or Software Maintenance program for their perpetual licenses must pay for and be entitled to such on a continuous basis. The Partner is required to update user counts regularly. If there is a delay in time where between the Customer purchasing the license and the 7

8 Partner adding the Customer under the BlackBerry Partner Support Services subscription, the Partner will be invoiced for unpaid time. Additionally, if there is a delay in time whereby the Customer purchases a license and then purchases a service subscription from the Partner, where the service subscription includes Software Assurance and the Partner adds the Customer under the BlackBerry Partner Support Services subscription, the Partner will be invoiced for unpaid months. It is recommended that the Partner enforces and implements the same business practices and communicates these requirements with their Customers. This will help to ensure that there is not any confusion for months unpaid, and there are not scenarios where the Partner receives and invoice where they cannot collect from the Customer due to a lack of communication and awareness of these business rules. Renewing Customers The Partner is expected to renew Customers and ensure they are continuously paying for and entitled to Software Assurance by including them on the BlackBerry Partner Support Services subscription. BlackBerry will attempt to notify the Partner of renewal opportunities Ninety (90), Sixty (60) and Thirty (30) days prior to each Customer s renewal date. If there is a lapse in time between the Customer s expiry date and the time by which the Partner renews the Customer, the partner will be invoiced for missed months. This is a requirement due to the inclusion of Software Assurance through the BlackBerry Partner Support Services subscription for customers with Perpetual Licenses. Should the Partner fail to new a Customer, BlackBerry may approach this Customer and offer the Customer alternate service programs. 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 Customer 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 in accordance with the mechanism outlined in the Partner s Welcome Package located at Certifications All of the Partners Named Callers and Dedicated Support Agents must complete the BlackBerry Certified Helpdesk Specialist certification designation and the BlackBerry Certified System Administrator certification designation. To learn more or access these certification programs, please visit Upon new certification versions becoming available, Named Callers must take the appropriate training courses to prepare them for the certifications. From the date of availability, Named Callers will have a period of Three (3) months to take training and familiarize themselves with the product in preparation for the certification. Once this is complete, the Named Caller will have a period of One (1) month to complete the certification. This gives the Named Caller Four (4) months to complete the new certifications. Should the Named Caller fail to meet this criteria, BlackBerry will remove the Named Caller from the BlackBerry Partner 8

9 Support Services subscription, meaning that named caller will not be able to contact BlackBerry for support or have access to the Partner Support Portal. 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 Partners Customers. Partners who have less than 2000 Licenses can consider joining the BlackBerry Consultant Support Services program or pay a monthly fee in accordance with the fee structure below 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 also consider joining the BlackBerry Consultant Support Services program. Additionally, Partners can consider reselling BlackBerry Technical Support Services and act as a named caller on behalf of the customer. 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 Customer entitlements to the BlackBerry Partner Support Services subscription, Partners will be entitled to service for those Customers in accordance with the Customer specific subscription dates. Customers will also be entitled to Software Assurance for Perpetual Licenses in accordance with the Customer 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 adds a customer to their BlackBerry Partner Support Services subscription or renews an existing Customer, the Partner will be invoiced for that Customer. This will cover One (1) year of BlackBerry Partner Support Services to the Partner for that customer. The customer will be entitled to their Subscriptions for (1) year. Additionally, BlackBerry will invoice the Partner for any unpaid months in accordance with the Software Assurance practices defined above. 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 9

10 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) 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 / Partner Buyer / Partner 10

11 Tier 3 Support 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 Response and Escalation Policy Process When Partners contact the BlackBerry Partner Support team, 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 the Partner Support Portal. 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: 11

12 Severity Action Service Level Objectives 2 Severity 1 Critical business impact. Severity 2 Significant business impact. Severity 3 Moderate business impact. Severity 4 Nominal 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; Customers 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 customers. A customer s key business process is impaired but not disabled. Customers 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 a customer to conduct business. The customer can continue to conduct business and productivity loss is minor. The situation may be temporarily circumvented with an established work-around. A Severity 4 incident is defined as a problem that does not compromise the ability of a customer to conduct business. This may include a request for service, enhancement, or "how to" request. There is little to no risk of customer impact. 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 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 Customer 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 Customer 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 Management of Customer-tailored parameters 12

13 o 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 Customer or any third party s negligence, misuse or abuse o Failure to operate equipment in accordance with the recommended BlackBerry specifications o Failure to perform regular preventive maintenance activities o Acts of third parties o o 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 1 Partner Support Portal 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 13