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Old 04-23-2007, 11:23 AM   #1 (permalink)
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I have recently become the new BES admin and found that we do not have a support contract with RIM. Can anyone give me an opinon on Rim's support?

We have around 400 Blackberries on 1 server. We do not seem to have too many problems, but I would feel better knowing I have support from RIM.

I was asked to justify the cost of the support. I need to know what kind of experiences people have had with RIM's support. I am specifically looking at the T2 support. Will I be able to view more knowledge base articles with this support ("Enhanced Technical Knowledge Center")?


Thank you.
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Old 04-23-2007, 11:55 AM   #2 (permalink)
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We're on T2 at my company. It should be a pretty easy sell for you.

1) Your boss's bosses likely have Blackberry, and the devices are already a part of your company's communications infrastructure. You can't beat the CYA part of what TSupport offers when your BES breaks.

2) The free upgrades available over the contract's life, including major releases with slipstreamed service packs not available to TSupport non-subscribers take a huge bite out of the contract cost over the year.

3) Support Quality? - you might not get the answer you need on the very first phone call, but there is always the option to escalate, and a lot faster than if you only have your carrier to fall back on for support in crisis situations.

Good luck!
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Old 04-23-2007, 12:01 PM   #3 (permalink)
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We've bought our BES servers through CDW-G. Currently, we have no TSupport. CDW-G provides support for our BES, if they can't help they conference in RIM. The sales guy at CDW-G told us last year, when we were going to purchase BES maintenance, that RIM doesn't offer software maintenance any longer. If a new version comes out, you just go buy that version. With the Tsupport, edonin, are you saying you get BES upgrades for "free" (ie 4.1 to 4.2 BES or 4.1 to 5.0 BES)?

If so, that may be worth going ahead and getting the TSupport. Do you know if it charged per SRP or user?

Alan
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Old 04-23-2007, 12:10 PM   #4 (permalink)
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"If a new version comes out, you just go buy that version. With the Tsupport, edonin, are you saying you get BES upgrades for "free" (ie 4.1 to 4.2 BES or 4.1 to 5.0 BES)?"

That has been the case over the last year up to 4.1.3

We haven't renewed the contract yet, but I haven't heard of any changes to the upgrade scheme for the upcoming contract.
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Old 04-23-2007, 12:17 PM   #5 (permalink)
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I've learning the majority of what I know about BES Admin from this website, but we do have T2 support maintenance. It has come in REALLY handy when I come across an issue where I cannot take the time to do searches and something has to be fixed NOW (although I still search if I get put on hold for a long time - i.e., pre-DST).
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Old 04-23-2007, 12:56 PM   #6 (permalink)
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Got T2 here and it's worth it. The ability to perform enhanced searches and/or call RIM when necessary is great. Worth every penny. Not that we have a lot of problems, but I'd rather pay the money, know that it's there and not have a problem than not have T-support and wonder wtf I need to do if BES dies.
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Old 04-23-2007, 12:58 PM   #7 (permalink)
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Quote:
Originally Posted by AlanM View Post
We've bought our BES servers through CDW-G. Currently, we have no TSupport. CDW-G provides support for our BES, if they can't help they conference in RIM. The sales guy at CDW-G told us last year, when we were going to purchase BES maintenance, that RIM doesn't offer software maintenance any longer. If a new version comes out, you just go buy that version. With the Tsupport, edonin, are you saying you get BES upgrades for "free" (ie 4.1 to 4.2 BES or 4.1 to 5.0 BES)?

If so, that may be worth going ahead and getting the TSupport. Do you know if it charged per SRP or user?
I think someone is trying to rip you off. With Tx2 Support you have access to all BES and handheld software upgrade.

We have Tx2 Support. If BES 5 came out I can go to RIM and download the software free of charge.
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Old 04-23-2007, 01:05 PM   #8 (permalink)
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Quote:
Originally Posted by x14 View Post
I think someone is trying to rip you off. With Tx2 Support you have access to all BES and handheld software upgrade.

We have Tx2 Support. If BES 5 came out I can go to RIM and download the software
free of charge.
Word. (Well, 3)
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Old 04-23-2007, 01:46 PM   #9 (permalink)
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So far Going through CDW-G hasn't been that big a hassle **Pulls out wood to knock**. It's just another step in the process. I call CDW-G tell them my issue, listen to them go "um, let's get RIM on the phone", so most of my conversation is with RIM anyway. I do not have handheld support through CDW-G, that I have to figure out or go through the carrier. I'm a little perturbed about the maintenance support however. Will have to look again at the T2 support.

Alan
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Old 04-23-2007, 02:35 PM   #10 (permalink)
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Quote:
Originally Posted by AlanM View Post
So far Going through CDW-G hasn't been that big a hassle **Pulls out wood to knock**. It's just another step in the process. I call CDW-G tell them my issue, listen to them go "um, let's get RIM on the phone", so most of my conversation is with RIM anyway. I do not have handheld support through CDW-G, that I have to figure out or go through the carrier. I'm a little perturbed about the maintenance support however. Will have to look again at the T2 support.

Alan
T2 is pretty good. You get what you need at a reasonable price.
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Old 04-23-2007, 02:43 PM   #11 (permalink)
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We just upgraded to T3 this year, some nice features are the 2 free migration SRP's per year, and I also seem to have short wait times when calling - except for during the DiSasTer period. I haven't been able to figure out anything about the "enhanced" KB access, it seems like it is all the same, nothing to indicate I am getting something special. Methinks it's just a bunch of puffery.
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Old 04-23-2007, 02:43 PM   #12 (permalink)
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Quote:
Originally Posted by DarthBBerry View Post
Got T2 here and it's worth it. The ability to perform enhanced searches and/or call RIM when necessary is great. Worth every penny. Not that we have a lot of problems, but I'd rather pay the money, know that it's there and not have a problem than not have T-support and wonder wtf I need to do if BES dies.

Yup that's how I feel about our T2. I really have to call RIM but enhanced searching and knowing I CAN call gives me one less thing to worry about.

But can I get a definitive answer on this upgrading software stuff? The upgrade to 4.1 is free if you're a T2 subscriber?
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Old 04-23-2007, 04:23 PM   #13 (permalink)
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Quote:
Originally Posted by DarienA View Post
But can I get a definitive answer on this upgrading software stuff? The upgrade to 4.1 is free if you're a T2 subscriber?
Here are the program features. BlackBerry - BlackBerry | Wireless Handheld Devices, Software & Services from Research In Motion (RIM)
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Old 04-23-2007, 04:26 PM   #14 (permalink)
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Yes, all you want. For free. Getting access to their ftp site is like being a kid in a candy store.
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Old 04-23-2007, 05:11 PM   #15 (permalink)
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I have Tx2 and its worth it. If your BB's are a critical part of your business model, then you want support. That's just good sense. I've definitely used it through the 2 upgrade processes. BBforums is a great resource, but in a crunch, its good to be able to call RIM and let them sort it out. And being a new Admin, you will really appreciate it.
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Old 04-24-2007, 08:04 AM   #16 (permalink)
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mahoward and di are right; it's great to have all the software you want and RIM as a source of info.
Yeah, all of us here (collectively) are pretty damn smart, but we're just the chimps and RIM is the zookeeper. We ALWAYS have to go back to them for something.

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Old 04-24-2007, 10:21 AM   #17 (permalink)
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I agree, I've used them (have Tx2) for several calls and issue when migrating and it is nice to have access to all the tools/knowledge base articles/updates.

We have high-enough up people that need answers sometimes quicker than I can get them by researching, or if I'm gone our backup has the number. It has saved a lot of hassle for us.
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Old 04-24-2007, 10:59 AM   #18 (permalink)
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We have less than 10 users, IT and the execs, that use it just for convenience and not for mission critical purposes. We do however have Tx1 support for software upgrades and if our server crashes and I have to rebuild from a backup (it's happened). Our guys can usually survive for a day or two (or maybe even three) without them so the limited calling hours of Tx1 doesn't really matter to us.
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Old 04-25-2007, 10:57 AM   #19 (permalink)
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Thank you for your input, I am still trying to convice my boss. The prior BES admins have somehow gotten support trhough a 3rd party at no cost. However this 3rd party recently remanaged the call center and put an end to the free support.
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Old 04-25-2007, 11:25 AM   #20 (permalink)
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Quote:
Originally Posted by Atrout77 View Post
Thank you for your input, I am still trying to convice my boss. The prior BES admins have somehow gotten support trhough a 3rd party at no cost. However this 3rd party recently remanaged the call center and put an end to the free support.
You can put it to them this way (reworded of course):
"What happens if you are expecting an important e-mail that is a multi-million dollar deal breaker and your Blackberry decides to take a crap in your morning cereal? What's the price on peace-of-mind knowing you can support your CEO and Board of Directors in a crisis?"
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