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Old 05-05-2009, 01:07 PM   #1 (permalink)
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Did I miss a memo, or was it just reworked at WES? Looks like the old Tx1-Tx5 model is out, now they've got Small/Medium Business and Enterprise tiers, each with three levels.

So if I was on Tx2, what are we now?
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Old 05-05-2009, 02:03 PM   #2 (permalink)
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Yeah i noticed that the other day. I hope the money we budgeted this year is enough for the new programs.... As we were going to get Tx1.
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Old 05-05-2009, 02:22 PM   #3 (permalink)
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It's geting more complicated. They are setting up the smaller shops to have to stagnate or pay for upgrades.

They may just be abandoning the smaller shops to MS.
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Old 05-05-2009, 05:11 PM   #4 (permalink)
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Wirelessly posted (8700c)

I missed this as well. We just reupped our contract, I believe we had T2 support as well. I had called the other day with an issue and had no problems, but will costs rise or fall due to this change?
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Old 05-05-2009, 10:19 PM   #5 (permalink)
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New Name: BlackBerry Technical Support Services

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Old 05-05-2009, 10:23 PM   #6 (permalink)
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Quote:
Originally Posted by Wiseass View Post
Wirelessly posted (8700c)

I missed this as well. We just reupped our contract, I believe we had T2 support as well. I had called the other day with an issue and had no problems, but will costs rise or fall due to this change?
Well I'll assume up. I didn't ask, we renewed in January and they stay we're on the old model until we renew. Depending on the price, I'll need the top tier of small/medium or the bottom tier of Enterprise. I need phone support. I do find it interesting that all the tiers are 24x7, the bottom may be 24 hours before a response, but still means they might respond on a weekend. I gave up trying to send an email on a non critical issue on level 2, it always took several days for them to email back asking me to call.

I'd love going direct to level 2 support, but no deal if it requires anything like a $25,000 program fee.
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Old 05-06-2009, 06:47 AM   #7 (permalink)
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Hmmmm. Will be interesting to see what happens when my T2 comes up for renewal in a few months...
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Old 05-06-2009, 07:27 AM   #8 (permalink)
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We need 24x7 phone access for emergencies (waiting a day for non-critical issues isn't a show-stopper), 3 named callers, and software upgrades. We re-upped out Tx2 Support in Feb 2009. From the charts, it looks like we'll either be quoting the top tier SMB support ("Advantage") or bottom tier Enterprise ("Standard") when we renew next year assuming we'll need to choose among the announced plans.

I fired off a quick e-mail to "sales@ .." and see if that can give me a preliminary quote.
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Old 05-13-2009, 08:23 AM   #9 (permalink)
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We ended up getting SMB advatage cost about $600 more than the old tx-2 model.
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Old 05-13-2009, 11:03 AM   #10 (permalink)
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Quote:
Originally Posted by cavy View Post
We ended up getting SMB advatage cost about $600 more than the old tx-2 model.
About how many users and servers do you have? Trying to get a rough estimate for us.

I like that you finally get notification of outage without tx4.
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Old 05-14-2009, 09:05 AM   #11 (permalink)
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So unless we pony up for Advantage we get no updates, just patches. Great.
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Old 05-14-2009, 09:29 AM   #12 (permalink)
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Quote:
Originally Posted by dpeters11 View Post
About how many users and servers do you have? Trying to get a rough estimate for us.

I like that you finally get notification of outage without tx4.
It doesn't go by servers anymore just mainly users because depending on the amount of users you have is the class they put you in. I run 2 Bes's with 140 users. I am happy we have got it this will be the first time since they implemented this for us to have support and thats like 5 years.

Last edited by cavy : 05-14-2009 at 09:31 AM.
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Old 05-14-2009, 09:30 AM   #13 (permalink)
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Quote:
Originally Posted by m4ilm4n View Post
So unless we pony up for Advantage we get no updates, just patches. Great.
yup thats right. And then you would have to pay the 1k per server for bes 5.0
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Old 05-14-2009, 09:31 AM   #14 (permalink)
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Thanks for the heads up on this. I'm going to be checking into it with my RIM rep and will post back any info I find out (if someone else doesn't post it before me).
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Old 05-15-2009, 10:28 PM   #15 (permalink)
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I got confirmation for rough budget numbers from our RIM rep yesterday.

For "Advantage" / 40 users / 1yr / $1,750 USD
For "Standard" / 40 users / 1yr / $21,000 USD

The corp would probably want some confirmation that Standard would somehow drive sufficient new revenue (say 1-2 fiscal quarters) for warrant the cost. Advantage (or Advantage with "options") wouldn't be that hard of a sell. It's essentially the replacement for Tx2, which we need to reduce support costs and free up my time. We were paying $500/server plus $25/user for Tx2. This is quote represents a $250 (17%) and a $19,500 (1300%) increase respectively.
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Old 05-16-2009, 07:59 PM   #16 (permalink)
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I will reach out to my rep also but I expect to get screwed. we benefit greatly from Enterprise Volume Licensing which is now only available Enterprise Premium or Elite
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