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v 2.0 © 2014 BlackBerry 1 Document is not controlled once printed.

BlackBerry Account Center and Customer

Claim Process Reference Guide Version 2.0


Table of Contents

Section 1: Glossary of Terms ....................................................................................................... 3 Section 2: Introduction to the BlackBerry Account Center (BAC)................................................. 5 Section 3: Confirmation email ..................................................................................................... 5 Section 4: Account Registration & Activation .............................................................................. 7 Section 5: Accessing the BlackBerry Account Center for the first time ...................................... 15 Section 6: Claiming Orders........................................................................................................ 19 Section 7: ECode Confirmation ................................................................................................. 26 Section 8: TCode Confirmation ................................................................................................. 27 Section 9: Order History ........................................................................................................... 28 Section 10: Managing Users ..................................................................................................... 31


Section 1: Glossary of Terms BlackBerry® Enterprise Server 5 (BES 5) - BlackBerry Enterprise Server is for organizations that have an on-premise email server and require a high level of IT control over their BlackBerry® OS 7.1 and earlier smartphones.

BlackBerry® Enterprise Service 10 (BES10) – BES10 provides organizations with device management, security and app management for BlackBerry, iOS, and AndroidTM devices.

BlackBerry® Expert Support Center (BESC) – BESC is used by the end customer in a self-service manner to troubleshoot problems with their BES servers and open support tickets with BlackBerry® Technical Support Service (BTSS). BESC also has a number of diagnostic tools and Knowledge Base (KB) articles that assist in the troubleshooting process.

BlackBerry Account Center (BAC) – BAC is the portal used by the end customer to claim an order. They can see their order status and order history for purchases made through Ecomm 2.0. It also has functionality to view the specific licenses they own.

Client Access License (CAL) – Designed for use with BES 5 or BES 10, Client Access License keys (CALs) control how many user accounts can exist on BES 5 or BES 10. If you exceed the number of user accounts for your BlackBerry Enterprise Server, the BlackBerry Administration Service informs you that you require more CAL keys.

Silver-level EMM - Delivered through a single end-to-end platform in BlackBerry Enterprise Service 10, Silver-level EMM delivers comprehensive device management, security and application management for corporate and personal-owned BlackBerry, iOS and Android devices.

ECode – Every organization has a unique ECode assigned to their account in the BlackBerry Account Center license management system. All licenses for an organization must use the same ECode if they are to be managed and used in the same BlackBerry environment.

Enhanced License Management (ELM) – ELM is responsible for the creation and management of the Annual CALs. System that interfaces with BlackBerry Enterprise Service Version 10.1 or newer.

Enterprise Mobility Management (EMM) – An industry term which reflects an enterprise platform which is capable of securely managing mobile devices, user and device policies and settings, applications, and network connectivity from a single management console.

EZ Pass – A promotion BlackBerry is running from March 31st , 2014 to January 31st, 2015. EZ Pass allows customers with on premise BES installations to get new Silver level EMM perpetual licenses at no charge by entering screenshots of existing BES licenses and/or competitive licenses into a web portal. More details at blackberry.com/ezpass.

Gold-level EMM for BlackBerry – Available with BES 10.1 and newer versions, Gold-level Enterprise Mobility Management control options are available for BlackBerry®10 smartphones to enable compliance for government and regulated environments.

Gold-level EMM for iOS and Android with Secure Work Space – Available with BES 10.1 Service Pack 1 and newer versions, Secure Work Space is a containerization, application-wrapping and secure


connectivity option that delivers a higher level of control and security to iOS and Android devices, all managed through the single BES10 administration console.

Tcode – Code for access to BlackBerry Technical Support Services.


Section 2: Introduction to the BlackBerry Account Center (BAC) Once your order for BES10 version 10.1 Server Software, BES10 Client Access Licenses (CAL), is completed by a carrier or authorized BlackBerry partner, or once you have completed the EZ Pass upgrade process for trading up existing BlackBerry Enterprise Server 5 or migrating BES10 version 10.0 CALs, you will receive a confirmation email (Figure 1) from BlackBerry which contains the order details, a link to the BlackBerry Account Center site and the Claim Tag ID which is needed to download the CALs. When claiming BES10 CALs for the first time, you will first need to register on the BlackBerry Account Center. The BlackBerry Account Center is located at the following address:

https://besc.webapps.blackberry.com/bbac

Section 3: Confirmation email Once an order is completed, customers will receive a confirmation email (See Figure 1 below) from [email protected] which contains the order details, a link to the BlackBerry Account Center site (https://besc.webapps.blackberry.com/bbac) and the Claim Tag ID which is needed to download the Licenses.




Thank you for choosing BlackBerry® Enterprise Solutions. We recommend that you print a copy of this order confirmation email for your records.

Order Details: Order

Number: Order Date:

501513096 April 3, 2014 10:05:01 PM EDT

Ship To:

Morgan Parker Inc. 185 Columbia St. W Waterloo, ON N2L 5Z5 CA

Product Code Description Quantity

SPA-54832-020 Promo EMM for BlackBerry v10.1 - Perpetual CAL 1

To claim your order please click here.

WARNING - Selection of the incorrect account within Account Center during the license claim process could impede your ability to access CALs from your BES.

If you are having issues with the link, please copy and paste the following into BlackBerry Account Center.

5efa46a0-cc4c-4700-8b6f-20fb7756bb79

Regards, BlackBerry® Enterprise Solutions

Please do not reply to this email as the mailbox is not monitored. This account information will be used in accordance with BlackBerry privacy policy.

© 2014 BlackBerry. All rights reserved. Legal | Privacy

https://besc.webapps.blackberry.com/bbac/orderclaim?claimTag=5efa46a0-cc4c-4700-8b6f-20fb7756bb79

https://besc.webapps.blackberry.com/bbac/


https://besc.webapps.blackberry.com/bbac/orderclaim?claimTag=5efa46a0-cc4c-4700-8b6f-20fb7756bb79

http://ca.blackberry.com/legal/privacy-policy.html

http://ca.blackberry.com/legal.html



Figure 1– Customer Confirmation Email from [email protected]

Section 4: Account Registration & Activation Customers must register their account if they are claiming BES10 v10.1 CALs or higher for the very first time. If a customer click’s on the BlackBerry Account Center URL (https://besc.webapps.blackberry.com/bbac) or the Claim Tag ID in the confirmation email (See Figure 1), they will be directed to the BlackBerry Account Center landing page (see Figure 2 below). Customers then will select ‘Register’.

Figure 2- BlackBerry Account Center Landing Page The Account Registration is supported in the following languages which can be customized in the top right corner of the web page:

• English • French • Italian • German • Spanish • Japanese • Brazilian Portuguese

After selecting Register, the customer will be presented with the “New User Registration” page (See Figure 3 below). The customer will select ‘Next’ to proceed.



Figure 3- New User Registration

The customer will be required to enter their User Information (See Figure 4 below), and select ‘Next’:


Figure 4- New User Information

NOTE: If the user is already associated with an account they will receive a message that they can sign in with their existing BlackBerry Account Center Identity Management (IDM) username (email) and password. The user will be required to enter in their Company information (See Figure 5 below) and select ‘Next’:


Figure 5- Company Information

NOTE: If there is a single match against the Company Name provided, email domain & state/province the user entered, the customer will have the option request an email to be sent to the administrator of the account for access. The user can select this option and end the registration process or continue and register a new account. If the user selects the option to email the admin, the following information will be sent with the request:

• User First Name • User Last Name • Email Address

If there are multiple matches, a warning message will be displayed advising the user an account may exist (See Figure 6 below). The user can cancel out of the registration process or continue and register a new account. The option to email the admin will not be made available. Canceling at any point during the registration process will return the user to the BlackBerry Account Center landing page.


Figure 6- Multiple Company Information Matches Warning

If the user continues with the registration, they will receive the following warning (See Figure 7 below) that the address that was provided cannot be validated. They will be presented with suggested address formats, or they can continue with the provided address.


Figure 7- Verify Address If the registration is successful, the user will receive a confirmation email (See Figure 8 below) messaging advising them that they will receive an email message to activate their account.

The user will receive an email message which they use to activate their account (See Figure 8 below). The email message will also contain their Activation Code and will be valid for 7 days from the Order Date. If the user does not activate their account within 7 days, they will be required to go through the registration process again. The user will select ‘Click Here’.


Figure 8- Activation Email

The customer will be presented with the following Account Activation web page (See Figure 9 below) with their username (email address) and Activation Code pre-populated from the Account Activation email message. The customer will select and confirm a password, and then they will select ‘Activate’.


Figure 9- Account Activation

The customer will be presented with following page below (See Figure 10 below) which confirms that their account was successfully activated.


Figure 10- Account Successfully Activated

Section 5: Accessing the BlackBerry Account Center for the first time Once a customer has successfully activated their BlackBerry Account Center, they will be able to sign-in on the login page. The login page is provided in the Congratulation confirmation at the bottom of Figure 10, or customers may login at https://besc.webapps.blackberry.com/bbac (See Figure 11 below).



Figure 11- BlackBerry Account Center Sign In Page

The customer will enter their username and password and select ‘Sign In’.

When a customer signs in for the first time, they will be prompted to select their country (See Figure 12 below).

Figure 12- Country Selection


The customer will be prompted to ‘Agree’ or ‘Reject’ the Site Terms and Conditions for their country (See Figure 13 below). If the customer selects ‘Reject’ they will be returned to the BlackBerry Account Center landing page.

Figure 13 - Terms and Conditions

When the customer selects ‘Agree’ they will be presented with a quick overview of the BlackBerry Account Center (See Figure 14). If a customer selects ‘Reject’, they will return to the Country Selection screen (Figure 12).


Figure 14- Quick overview of BlackBerry Account Center

The customer will select ‘Start’ and will be presented with the BlackBerry Account Center Home Page (See Figure 15 below).


Figure 15- BlackBerry Account Center Home Page

Section 6: Claiming Orders When a customer is ready to claim an order, they will select the ‘Claims’ link from the BlackBerry Account Center home page (See Figure 16).


Figure 16- BlackBerry Account Center Home Page

The customer will be prompted to select an account that is associated with their username and password (See Figure 17 below). The customer selects ‘Next’.


WARNING! Selection of the incorrect account within Account Center during the license claim process could impede your ability to access CALs from your BES.

If you have claimed licenses in the past, check the Licenses tab in the Account Centre to ensure the account that you are claiming against is the same one as the previous time you have claimed.

Figure 17 - Account Selection

The customer’s ECode that is associated with their account will be pre-populated in the ECode field (See Figure 18). If this is the first time a customer is claiming an order, they will not be presented with this ECode screen.


Figure 18– ECode

The customer will be presented with Enter Claim Tag ID web page below and they will select ‘Next’. (See Figure 19). NOTE: If the customer clicked on the Claim Tag ID from the email notification they received in their Inbox, the Claim Tag ID will automatically be populated.


Figure 19- Claim Tag ID The customer will then be presented with the Order Details and Items associated with the Claim Tag ID below (See Figure 20). The customer will select ‘Next’ or they can go back to the Claim Tag ID page and enter a new Claim Tag ID.


Figure 20 - Claim Order Details and Items

The customer will then be presented with the Terms & Conditions associated with the order. The customer will select the ‘Accept’ checkbox, and then click on ‘Next’ at the bottom of the Terms and Conditions.

Next, the customer will accept the Terms and Condition for the BES 10 Client Access License that they have ordered (See Figure 21 below). If the customer has only ordered one type of License, they will only be presented with the Terms and Conditions that are associated with the License they have ordered. If they are claiming separate Licenses, they will be presented with two separate Terms and Conditions.


Figure 21- License Terms and Conditions Once the customer has accepted the Terms and Conditions by clicking on the checkbox, and selecting ‘Next’, they will be presented with the Claim Order Finish web page (See Figure 22 below) which will indicate that an email will be received by the customer within 72 hours. The customer can also check the status of their order by selecting the View Orders tab.


Figure 22- Claim Order Finish

Section 7: ECode Confirmation Once a customer completes the claim process, they will receive the following email (See Figure 23 below)

Dear Morgan Parker,

Thank you for your purchase of BlackBerry® Enterprise Service 10 licenses. This email is to inform you that your products are ready to use. Your organization has been assigned an ecode which is associated with your organization's account in the license management system. Keep this ecode as a reference, it may be requested if you require technical assistance with your organization's licenses. Please sign in to the BlackBerry Account Center to retrieve your BES10 licenses.



For customers looking for technical support with 24x7 same-day phone assistance and access to other strategic services, Advantage, Priority, or Premium Support are recommended. For more details visit www.blackberry.com/btss. If you are currently subscribed to BlackBerry® Technical Support Services, please continue to use your permanent Tcode and BlackBerry® Expert Support Center credentials. We thank you for choosing BlackBerry.

Regards, Your Strategic Support Partner BlackBerry® Technical Support Services

Order Number: 501511611

Ecode: e47868c02-00

EMM License Level: Promo EMM for BlackBerry v10.1 - Perpetual CAL

Number of Seats: 1 users

Please do not reply to this email as the mailbox is not monitored. This account information will be used in accordance with BlackBerry privacy policy.

© 2014 BlackBerry. All rights reserved. Legal | Privacy

Figure 23- ECode Confirmation

Section 8: TCode Confirmation If a customer has also ordered Technical Support, once they complete the claim process, they will receive a BlackBerry Technical Support Services Welcome Package Email (See Figure 24). Customers will be sent a temporary TCode to call in for support. A permanent TCode will be issued once the support contract is processed which can take up to 4-6 business days.


http://ca.blackberry.com/legal.html



Figure 24– Technical Support Welcome Package Email

Section 9: Order History

Customers can view recent orders by selecting ‘View Orders’ on the top navigation bar of the BlackBerry Account Center portal or by selecting ‘View Orders’ on the Home Page (See Figure 16). The Order History page will be presented below which include the Order Number(s), the Order Date, and the Status (Processing or Complete) of the Order (See Figure 25).


Figure 25- View Orders Page When a customer selects a specific Order Number, the Orders Details web page will be presented (See Figure 26 below) which provides the customer with the Order Number, Order Date, Claim Tag ID, and the details on the Licenses that were ordered.


Figure 26- Order Details Page The customer can now also view specific details about each product and service that is displayed in the Order Details. If the customer selects a CAL order product line, then the Product Type, Quantity, Product Name and Software License Keys will be displayed. Figure 27 illustrates the Order Details for licenses.


Figure 27–LIcense Order Details

Section 10: Managing Users Customers can also manage other users associated with the account, including adding or removing users, and editing their privileges. To access the User Management page, the customer selects ‘Users’ from the top navigation bar or they can select ‘Users” from the Home Page (See Figure 17). The User Management will be presented below (See Figure 28). Customers can add New Users to their account by selecting ‘+New User’.


Figure 28- User Management

The customer will need to add the First and Last Names, Email address, and Phone Number of the new user (See Figure 29). By default, BlackBerry Account Center will grant them full administrative rights, which mean the new user will be able to add new users, claim orders, and view order history and license key management. If the customer wants to change the privileges of the new user, they must select ‘edit’.


Figure 29- Add New User Information

When a customer adds a new user, the new user will receive two emails: 1. An email to activate their account and create a password (similar to the account registration

process in Section 4. 2. Notification email that they have been added to the account (in the event the user already has

IDM credentials).

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