BBM Meetings Advantage Administrator Support Program Description

NOTE:

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1. Introduction

BBM Meetings is a subscription service that provides the ability to set up and host meetings using BBM, allowing users to access features as a host or participant. The ability to host a meeting requires a paid BBM Meetings subscription. The subscription includes access to an Administrator console along with the other benefits of BBM Meetings Administrator Advantage Support as described in this Program Description.

The BBM Meetings application allows users to access the following features:

Start and join meetings • Join BBM Meetings using a mobile device or a computer. • Receive automatic meeting reminders, or snooze to receive a call back later. • Start and schedule a meeting from the BBM Meetings app. • Switch to a meeting from an existing BBM chat, multiperson chat, BBM Voice chat, and BBM

Group. Participate in meetings

• View the participants and the person currently speaking. • Share a screen and create temporary notes that everyone can see. • Change the audio and video options, or switch to Driving Mode before getting on the road. • Mute participants, make someone else the host, and remove participants.

Administrators and Technical Support

A BBM Meetings Administrator is responsible for managing users and their service entitlements, such as the ability to host meetings using BBM Meetings. The BlackBerry ID Administration Console allows you to invite users to use services, such as hosting BBM Meetings. (Details of the Administrator console are within the “Administration Guide: BlackBerry ID Administration Console”).

Whether or not you are running BlackBerry Enterprise Service (BES), BlackBerry provides 24x7 Administrator Advantage support included with your BBM Meetings subscription. If you are an existing BES customer on Advantage support, you are familiar with this level of assistance and can access the same expertise. If you currently subscribe to Premium Support for your BES, you will continue to get the same highest level of support you currently receive, for BBM Meetings also, as long as you maintain an active Premium BlackBerry Technical Support Services contract.

For new Business Services by BlackBerry customers, welcome. In addition to the below features of BBM Meetings Administrator Advantage Support, you will also have access to online case management and ticket status updates within myAccount (formerly BlackBerry Expert Support Center), which is an online resource that existing support customers have leveraged for years and will continue to. Advantage Support for BBM Meetings provides expedited access to technical support. Technical incidents can be initiated by telephone or through electronic submission in myAccount with an anticipated initial response time of two (2) hours1,2 Telephone access will be available twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds3. In addition to telephone and electronic Administrator access to technical experts, your BBM Meetings subscription includes Service features that are designed to help you proactively prepare for managing BBM Meetings, providing you with the tools, expertise and knowledge to manage this solution within your corporate environment.

2. Service Features The BBM Meetings subscription includes the following Administrator Support and features:

Service Feature Description

BlackBerry Resource

Commitment 24 x7 telephone access to submit tickets

• Technical incidents can be initiated by telephone twenty-four (24) hours-a-day, seven (7) days-a-week (24X7) with an anticipated answer time of ninety (90) seconds3.

24 x 7 telephone access to Level 1 Associates

24 x 7 access to submit electronic tickets

• Technical incidents can be initiated through electronic submission in My BlackBerry with an anticipated initial response time of two (2) hours.1,2

• As a Business Services by BlackBerry customer you can also leverage online case management functionality within the online resource, myAccount.

24 x 7 electronic access to Level 1 Associates

5 Named Callers

• Customers can designate 5 individuals, to access myAccount and submit technical support requests to the BlackBerry Technical Support team for BBM Meetings. (Examples of Named Callers may include IT Managers, Telephony Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff members who are responsible for managing the BBM Meetings solution. It is important to note that Named Callers cannot transfer end user hosts or participants to BlackBerry Technical Support).

• BlackBerry may send periodic notifications to each Named Caller using the contact information provided during enrolment. Such notices may include, but are not limited to, program changes, software release notifications, product newsletters, surveys, webcast invites and BlackBerry solution offers. Named Callers may indicate at any time that they no longer wish to receive such notices.

24 x 7 technical support access for Named Callers

Administrator Web Based Training

• You can access BBM Meetings Administrator specific Web Based Training (WBT) within myAccount. This training increases your efficiency in managing BBM Meetings, by helping you understand Administrator Console capabilities, host and participant features and includes insight designed to help you troubleshoot and resolve common problems.

24 x 7 access to Self Service online resource for WBT

Administrator Knowledge Based Articles

• You can access BBM Meetings Administrator specific Knowledge Based (KB) Articles within myAccount. This information helps increase your troubleshooting knowledge so you’re better prepared to head off problems before they occur and to assist with diagnosing issues if they have happened already.

24 x 7 access to Self Service online resource for KB Articles

Service Feature Description

BlackBerry Resource

Commitment Administrator User Guide

• You can access an Administrator User Guide to ensure a positive experience in managing BBM Meetings with detailed information on how to use the console, how to add and delete Admins etc. Ensure the success of BBM Meetings in your company by reading the supporting documentation.

24 x 7 Admin access for User Guide

End User Web Based Training

• Provide your hosts and participants with BBM Meetings Web Based Training (WBT). This training increases BBM Meetings End User efficiency in using the solution, by providing insight into capabilities, tips and tricks and prevents calls to your Administrator desk by making hosts and participants self-sufficient.

.

24 x 7 access to Self Service online resource for Admin to access End User WBT to share internally

End User Host and Participant User Guides

• Your hosts and participants will have access to User Guides from within the BBM Meetings application to ensure a positive experience in using BBM Meetings with detailed information on how to use the solution. Lessen calls to your Administrator desk by encouraging employees to leverage User Guides with the information they need to successfully use BBM Meetings.

24 x 7 Admin access for Host and Participant User Guides to share internally

1 The response times are estimates only and shall not be considered a representation or warranty under any agreement the customer may have with BlackBerry including the Business Services by BlackBerry Terms, or this Program Description. Service Level Objectives may change at any time. 2 My BlackBerry availability is subject to maintenance and technical requirements. 3 It is our goal to answer telephone calls within an average of 90 seconds 80% of the time. This is not a service level guarantee.

3. Response and Escalation Policy

Process When organizations contact the BlackBerry Technical Support team, a support ticket is initiated. Each support ticket is assigned a unique support ticket number which the BlackBerry Technical Support team uses to track the issue from initiation to resolution. The support ticket number will be provided either at the end of a call with a BlackBerry Technical Support representative or via an automated email message receipt when contacting BlackBerry Technical Support through myAccount. Organizations must refer to this support ticket number for all communications relating to that specific issue.

Problem Definition All requests for support are initially deemed to be ‘problems’ by the BlackBerry Technical Support team. When a problem is reported, organizations indicate its impact to their organization in an attempt to assist the assigned BlackBerry Technical Support representative to classify the problem’s severity.

Problem classifications are outlined in the table below:

Severity Action

Critical A Critical incident is determined solely by BlackBerry and is defined as a problem that causes a total loss of service for which no procedural workaround exists. The problem severely affects the customer’s ability to conduct business. Note: Our support teams may be paged twenty-four (24) hours a day, seven (7) days a week for Critical problems and the Major Incident Management Team may be engaged; customers must agree to be available for engagement 24x7 until relief has been provided.

Serious A Serious incident is determined solely by BlackBerry and is defined as a problem that causes a severe degradation of service to BlackBerry customers. A customer’s key business process is impaired but not disabled. Customer can continue their operations, but in a restricted fashion.

Normal A Normal incident is defined as a problem that has slightly compromised the ability of a customer to conduct business. The customer’s productivity loss is minor. The situation may be temporarily circumvented with an established work-around.

Low A Low incident is defined as a problem that has marginally (or not) compromised the ability of a customer to conduct business. The productivity loss is insignificant. This may include a request for service, enhancement, or "how to" request. There is little or no risk of customer impact.

Note: Severity classifications may be updated during the lifecycle of a problem being worked on by the BlackBerry Technical Support team if the impact to the customer changes. The severity classification will be assigned by BlackBerry, in BlackBerry’s sole discretion.

The BlackBerry Technical Support team sets response time targets based on the method of access. The response time targets are outlined in the following table.

Method of Access Response Time Targets

Telephone BlackBerry Technical Support representatives strive to answer eighty percent (80%) of all incoming telephone inquiries within ninety (90) seconds.2

myAccount BlackBerry Technical Support representatives will strive to meet the following response time targets2 for incidents submitted electronically via My BlackBerry: BBM Meetings Administrator Advantage Support - two (2) hours

Note: The foregoing response times are estimates only and shall not be considered a representation or warranty under any agreement the customer may have with BlackBerry including the Business Services by BlackBerry Terms or this Program Description. These response time targets may change at any time if assessed as part of a larger initiative by BlackBerry.

4. Limitations a. The above 24x7 Advantage Support is for Administrators only (Named Callers for BBM

Meetings). End User support for Hosts and Participants is out of scope. (With the exception of End User Web Based Training that is available and Host & Participant User Guides).

5. Customer Responsibilities a. Customers must agree to be available for engagement 24x7 until relief has been

provided.

b. Hardware requirements are the responsibility of the Customer, and it is the customer’s responsibility to ensure the hardware requirements are met prior to leveraging the BBM Meetings Administrator console.

c. The customer is responsible for all Third Party software, hardware, or services outside of the BBM Meetings Administrator console. BlackBerry is not responsible for issues that result from the customer not completing the prerequisites for installation, or Third Party service outages and issues that prevent the BlackBerry representative from performing the support required in accordance with BlackBerry standards.

d. It is assumed that individuals involved in support of the BlackBerry solution products and systems at the customer’s location/s are familiar with the processes outlined in this Program Description. It is also assumed that these individuals have received the required user training on any BlackBerry solution product or system they are supporting.