The internal IT service desk here at Research In Motion® (RIM) knows me well! With the number of times I’ve dropped my laptop, messed up my email, and ‘accidentally’ deleted the wrong file from the server over the years, I’m pretty sure they have my mug shot posted in their offices.
But even for annoying users like me, the reality is that support is critical. And with smartphone devices becoming more ubiquitous and more robust in their capabilities, technical support is fast becoming a key facet in selecting an enterprise mobility vendor.
In between attending the Web 2.0 conference recently, I traded a few emails with the BlackBerry Technical Support Services Product Manager, Anna-Marie, to get a better understanding of the enhancements we’re making to this program.
Already available in 90 countries through five global support centers and offered in English, Spanish and Brazilian Portuguese, BTSS offers a wide array of core services, preventative services and value add options for small and medium sized business (SMB) to large global enterprises. Have a look at this comparison chart for more details. I was surprised to find out just how much has changed since the days of Tx1-Tx5!
Based on customer feedback and partner demand, we’re updating the BTSS program effective as of November 22nd 2010 to better support two specific customer groups: BlackBerry MVS users and SMB customers.
BlackBerry® Mobile Voice System (MVS): MVS support is now included in the existing BlackBerry® Enterprise Server support contract. No separate support fees are required.
SMB: With increasing uptake of BlackBerry Enterprise Server Express in the small business arena, we have updated our BTSS program to suit this group’s growing needs:
- Given the pace at which SMBs operate, we now have a faster Basic response time of 8 hours.
- For SMBs with more complex or urgent requirements, we’ve also added a telephone submission process to the Enhanced Support offering.
- We’ve introduced new pricing for BES Express support which includes support for 30 BlackBerry smartphone users, and have created a per-person pricing option for deployments of over 30 BlackBerry smartphone users. Whatever your BES Express deployment size, we have a plan that fits your support needs and budget.
Overall, we’re constantly working at making technical support faster, cheaper, more responsive and flexible. What features would you like to see? What are other vendors doing that we should emulate? How could we better support your deployments? I look forward to your thoughts!