[elgauchogrub]

We have the Tx2 support, and generally it's totally worth it for the software upgrades, and actually talking to someone who know's what's going on. However it can be really annoying to wait for a tech if you call at the wrong time of day or night. I spent about 2 1/2 hours on hold one night cause they only had one guy working. Also, getting escalations on critical issues can be a bit frustrating at times

[jbaltz69]

My company just buys TSupport so we can get free upgrades. I've never had to call Blackberry for troubleshooting assistance.

[x14]

TSupport is mainly good for getting BES and handheld software updates. The Knowledgebase is pretty good but sometimes late with their article. Some of the techs there are a joke.

Since most of my issues are not urgent I stopped calling and used their web interface for submitting problems. I mainly got tired of answering their scripted questionaire before they actually look into the probblem. With the web interface I just cut and paste.

Now the TSupport price has changed from a fixed cost to a per user. A year ago we paid about $3K for Tx2 for 2 servers and about 300 users. This year we had to shell out about $15K for 2 servers and about 500 users.

[bumjubeo]

We had the standard tx0 support which really sucked, and we are on tx2 now, I've only had to phone once, and that was under tx0, it took so long I just figured it out myself haha.

[BES admin]

That's sort of where I am. We only have 30 users at pesent and we have not needed support yet. I know that 4.1 will be out in March and if we have TSupport, we will receive the upgrade for free.

My thinking was, get TSupport now, or soon, and when the upgrade comes out instead of paying or the upgrade, we paid for support AND the upgrade was free. The overall cost differee would be negledgeable.

Any ideas?