Looks like RIM has done away with Tx1 thru Tx5 in favor of 2 different models of support (small/medium business and enterprise) and then 3 different tiers of support within each of those models.

BlackBerry - Technical Support Services

So if we have Tx3 now, does our support change to fit one of these models, or will it only change after we renew? We just renewed in January.

Anyone have any scoop about this?

__________________
You may know me as Juwaack68

I spoke with some of the RIM people at WES about this and they said your current contract would not change until you need to renew.

There is also a nice chart showing your current level and what corresponding suport levels would be comparable. They also have a nice "solution chooser" to help you select.

Here is the link with the items mentioned above.

BlackBerry - Existing BlackBerry Technical Support Services Customers

Thanks, I missed that link.

Guess you can look at this 2 ways: More customized to fit your business needs, or more difficult then just selecting the number of servers and users.

Or a little of both.

__________________
You may know me as Juwaack68

I'm interested in finding out what the differences in the BESC are: Basic vs. Standard vs. Premium

Waiting for a response from my Rep....

And after getting the quotes, the difference in price from SMB Advantage (highest) to Enterprise Standard (lowest) is a whopper!

I'm also surprised at their recommendation chart. Users with 100-2999 users should look at SMB Advantage and Enterprise Standard. I think that number is quite large to recommend Enterprise Standard to an organization with 100 users, especially considering the base price of Enterprise Standard.

The idea is great, but I think the significant jump in cost and services between the two is a tad off.

BlackBerry - Existing BlackBerry Technical Support Services Customers

I'd be curious on the pricing of the Premium and Elite services. I would imagine that a current Tx4 customer would equate to the Premium services. From what I was to understand, the new model was set to define what was included in the various plans in a more revealing manner, although the pricing was not going to change that much (if anything). In addition, they were going to add in a la carte services, so that you could pick certain features from other plans and only purchase another lower level of plan (e.g. - network notifications with Tx2-esque level of support).

Did the MSRP for the support plans change that much? Or is it just the levels of support being recommended are too liberal and self-serving?

__________________
BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

I did receive a couple of sample docs that explained costs. I'll have to see if I kept the email. The costs in my quotes for SMB Advantage (~$8k) to Enterprise Standard ($21k).

It does look like all of the Enterprise models include Enterprise Licensing, which could partially explain the difference.

Tx4 was roughly $50,000 for the program fee. I believe Tx5 ran about $75,000 for the program fee. I'd be curious what the pricing would be under the new model. (Those program fees do not include the additional SAM fee).

__________________
BCSA (4.1, 5.0) | BCSD (4.1, 5.0)

The views expressed by me on Port3101.org are my own and do not necessarily reflect the views of my employer.

Much higher now Otto.

I'm not sure if I like these changes.

__________________
MCSA 2003 +M MCITP | EMA
Who cares, RIM will just change how they do Cert's again

I have sent an email to my TAM/GAM to see how this works now and what the costs will be. I will post when I receive it.

__________________

For giggles I got quotes for all levels of Enterprise on 500 users:

Standard - $21,000
Premium - $72,000 (SAM included) for up to 1,000 users
Elite - $500,000 flat fee for almost everything for up to 20,000 users

I guess I thought the SAM was extra in Premium

So Tx3 is about the Standard, and Tx1 - Tx2 disappear

__________________

We're Tx4 (now Enterprise Premium) and our cost difference is ~$5K. I had spoken with the RIM VP about it at WES and had gotten the impression that the costs (Tx4 to Premium) wouldn't be different. We're running 4 BES with 2000 users. We had started the purchase process to renew our Tx4 support about a month and half ago (although support is through Oct 31), so our purchase process hit in the middle of the change. Good times.

__________________
AUTIGER92
Exchange\Blackberry Admin
4 - BES Servers (4.1.6), 3 Exchange Organizations,
~1800 BB Users, and a headache.
War Eagle!!