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Old 08-02-2005, 02:09 PM   #1 (permalink)
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Default TSupport pricing SIGNIFICANTLY higher than last year

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RIM has decided to make TSupport more affordable for smaller organizations and MUCH more expensive for their bigger customers. Last year I paid ~$3600 and this year with the pricing changes (now ~$700 per server and $25 per handheld) the total is over $12,000 for TSupport, which we rarely use but comes in handy every once in a while.

Has anyone else with a lot of BES users experienced this and if so, what are you doing about it?
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Old 08-02-2005, 02:19 PM   #2 (permalink)
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Does anyone know how they know how many devices you have on there? If they have no way of auditing this information, is it just an honor code thing? Are you supposed to adjust your TSupport plan each time you add a new device? I honestly that that support plan administration is rather tedious, and for the purposes of the server support, they shouldn't charge the extra device fee. I can understand the 'why' behind such a pricing structure change, to an extent - for those rare customers who have handheld issues on a daily basis - but as a whole, it doesn't make sense. Only two of my calls/emails have been about handheld issues - the other 98% or so have been strictly about the server.
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Old 08-02-2005, 02:28 PM   #3 (permalink)
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I was 'unofficially' told by RIM this is all on the honor system. So you can really say any number of users. But if 'real' auditors come it and see you are down a ton of CAL's I am sure that won't go over too well!!! We are actually saving money as we only have 125 users currently....but as time goes on we will have more and more users....I can see how you would be pissed. I think $25/device is a little high but they could care less what I think. Good luck.
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Old 08-02-2005, 02:30 PM   #4 (permalink)
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Quote:
Originally Posted by jibi
Does anyone know how they know how many devices you have on there? If they have no way of auditing this information, is it just an honor code thing? Are you supposed to adjust your TSupport plan each time you add a new device? I honestly that that support plan administration is rather tedious, and for the purposes of the server support, they shouldn't charge the extra device fee. I can understand the 'why' behind such a pricing structure change, to an extent - for those rare customers who have handheld issues on a daily basis - but as a whole, it doesn't make sense. Only two of my calls/emails have been about handheld issues - the other 98% or so have been strictly about the server.
That was my issue - I think I called in 1 time last year about a handheld issue and it was a bug in their software. The other calls were all server issues. But you can't get *just* the server support. They want to charge $25/handheld as part of the support contract. RIM is completely alienating their best (revenue-generating) customers by jacking TSupport costs through the roof. I was able to argue the price increase with RIM and they gave me a *mere* 20% increase, but it's considered a "one-time courtesy."

Are there any alternatives to TSupport? Any private support? What about CDW-G? Do they have access to RIM TSupport if you get support from their BlackBerry team?
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Old 08-02-2005, 02:53 PM   #5 (permalink)
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When you pay for T-Support, all you're paying for is someone to tell you "Wipe and reinstall the software". If you want an alternative, call me. I can tell you to reinstall the software for half what they're charging.
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Old 08-02-2005, 03:16 PM   #6 (permalink)
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Quote:
Originally Posted by stevenyc
When you pay for T-Support, all you're paying for is someone to tell you "Wipe and reinstall the software". If you want an alternative, call me. I can tell you to reinstall the software for half what they're charging.
That's exactly my point, but I do want the server support because we have run into weird technical issues before and required the support because of their faulty software.

-Scott
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Old 08-02-2005, 03:40 PM   #7 (permalink)
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I have been pissed about this for a while and mentioned it on more than one thread. I'll say this, you should complain to RIM about it and maybe they will change. My T-Support is going to over 11,000 this year from 7200 as well. Totally ridiculous. When I enquired they said that normal maint is like 18-20% and when you figure in the costs of CALs bes and devices, it is less than that. DEVICES, I said, but I don't buy them from you and get new ones every year or two. They said, well you indirectly buy them from rim. It would almost be cheaper to buy new BES every year for $3200 and then just move users from one bes to the other with BES 4.0 on a shared database. You get one year of service with a new SRP free.

BTW, they do know how many device you have on each BES because your PINs are mapped to your SRP at RIM. That is how the gateway knows what BES to send the messages to. Besides to lie about the number of licenses would be wrong and unethical.
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Old 08-02-2005, 04:13 PM   #8 (permalink)
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Quote:
Originally Posted by udontknowjack
I have been pissed about this for a while and mentioned it on more than one thread. I'll say this, you should complain to RIM about it and maybe they will change. My T-Support is going to over 11,000 this year from 7200 as well. Totally ridiculous. When I enquired they said that normal maint is like 18-20% and when you figure in the costs of CALs bes and devices, it is less than that. DEVICES, I said, but I don't buy them from you and get new ones every year or two. They said, well you indirectly buy them from rim. It would almost be cheaper to buy new BES every year for $3200 and then just move users from one bes to the other with BES 4.0 on a shared database. You get one year of service with a new SRP free.

BTW, they do know how many device you have on each BES because your PINs are mapped to your SRP at RIM. That is how the gateway knows what BES to send the messages to. Besides to lie about the number of licenses would be wrong and unethical.

I would do the new BES SRP every year, but then we'd have to break all 400+ BES users and re-cradle/reactivate them to get them working again, which would be huge inconvenience to the user. RIM is getting to be more and more of a rip-off all the time. I like their devices, but as soon as Exchange SP2 comes out, I'll start recommending that method for wireless e-mail retrieval and hopefully we can get away from RIM and their ridiculous business practices.
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Old 08-02-2005, 05:25 PM   #9 (permalink)
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Quote:
Originally Posted by jwcanada
But if 'real' auditors come it and see you are down a ton of CAL's I am sure that won't go over too well!
I'm not sure what CALs have to do with it? I wouldn't be able to add a user without the CAL, no?

Quote:
Originally Posted by udontknowjack
You get one year of service with a new SRP free.
I thought it was like a limited 6 months Tx0 support?

Quote:
Originally Posted by Snyder81
Are there any alternatives to TSupport? Any private support? What about CDW-G? Do they have access to RIM TSupport if you get support from their BlackBerry team?
We talked to our rep at CDW and they more or less act as an interfacing for you and RIM, although their staff is supposedly well-trained and should be able to field your support calls. They also cover any sort of upgrade costs, as well.

I just see RIM's handheld cost as an add-in bonus to them on getting more money for increased user bases and rollouts. We already pay for a CAL, so why should we have to pay additional support costs for each user we add?
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Old 08-03-2005, 01:33 AM   #10 (permalink)
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As for third party bes support....watch this space ;)
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