Introduction:

In todays global economy, businesses must set aggressive goals in order to succeed Vodafone

Is committed to helping you meet these goals by facilitating effective and efficient

Interaction between people and technology. Vodafone Blackberry Technical Support Services is a program that provides your organisation with direct access to Vodafone Blackberry technical support professionals at Vodafone

From Vodafone Blackberry Technical Support Services, your organisation will receive the following benefits:

Manufacturer-based technical support, providing expert BlackBerry technical support from a single point of contact

An adaptable and scalable support plan that can be updated to meet the evolving needs of your

Organisation

Free access to the latest BlackBerry Enterprise Server software upgrades via electronic download

This ensures you are able to take advantage of the latest productivity-enhancing and administration features as soon as they become available.

Support Programs:Vodafone BlackBerry support needs. Each program level provides:

Email-bbsupport@vodafone.in, telephone (Toll free 55666 and 09920055666 and self-service support

( Vodafone Blackberry portal).

Direct access to BlackBerry technical support representatives.

Access to the latest BlackBerry software upgrades via electronic download.

Software Maintenance

Your organisation is encouraged to upgrade to the most recent software versions of the BlackBerry Enterprise Solution components. When you install software upgrades, which include hotfixes and service packs, you are able to take advantage of the latest productivity-enhancing and administration features as soon as they become available.The same will be update to the client periodically.

Technical Support Services-Pogram Description

Technical Support Services Programs

Technical Support Services is offered in five program levels to allow your organisation the flexibility to choose the level that is right for you. Selecting the appropriate level will allow you to make productive and efficient use of your BlackBerry Enterprise Solution, and get the most out of your investment.

Level 1 Support: Program Detail

Level 1 Support is standard technical support that provides telephone and email support, 2 Named Callers

You should consider Level 1 Support if your organisation meets the following criteria:

Features of Level 1 Support:

Email and Telephone Support 24/7

Named Callers

You may designate 2 named technical contacts from your organisations IT department as the direct point of contact with the Vodafone BlackBerry technical support representatives.

Software Releases

-Vodafone BlackBerry software releases and upgrades are accessible for free via electronic download as soon as they become available.

-BlackBerry Vodafone Enterprise Server Support you receive all the features and benefits of online support

-BlackBerry Enterprise Server software upgrades and BlackBerry Enterprise Server software

Notifications

Description

1. Vodafone Support for BlackBerry Devices :

1-yr limited warranty (repair & return) on the Handheld and all in-box accessories (battery/charger/hands-free Kit) from the DOP [ as per RIMs warranty conditions : Refer Website ]

Carry-In support through Vodafone Stores ( L-0 support through Vodafone Stores and for L1 and L2 repair support by RIM Repair Center @ Bangalore. Vodafone Stores offer the logistics support from VF Stores RIM Bangalore Repair Center and back)

Repair lead Time = 14 days

Vodafone Stores may provide Stand-by unit (subject availability) while the handheld is sent for hardware repairs

OOW (out-of-warranty) repair support available on chargeable basis

DOA Replacement Option (complete box) for defects reported within 28-days from the Date of Purchase

Technical Support through Vodafone BB Contact Center

BlackBerry Enterprise Server Migration Support

In the event you need to migrate between versions of messaging platforms or versions of BlackBerry

Enterprise Server, this feature provides your organisation with the ability to transition BlackBerry users from one BlackBerry Enterprise Server to another, while giving your users the flexibility of a 90-day window to cradle their handhelds.

User Alerts

Provides your organisation with the ability to contact your organisations BlackBerry users for critical issues in the event standard e-mail channels cannot be used. User alerts are sent by RIM to your BlackBerry users using Peer-to-Peer Messaging (PIN-based messaging). Organisations wishing to send a user alert to their BlackBerry user group will need to provide RIM with the text communication script and a CSV file containing the PIN numbers of the users handhelds.

Support /Relationship Account Manager

The Support Account Manager is a member of the Vodafone BlackBerry technical support staff responsible for your Company receiving priority attention and following-up on any outstanding issues.

The Support Account Manager will be required to understand your business environment and be responsible for:

1. Monitoring your support activity Monday to Friday: 9:30am-6:00pm

2. Case history reports.

3. Escalation path for support issues.

4. Conference call scheduling to review status of open issues.

5. Quarterly site visits and best practise

Vodafone BlackBerry Training courses present end-users and BlackBerry Enterprise Server administrators with opportunities to learn about tools and skills that will help your organization maximize its BlackBerry Enterprise Solution investment

BlackBerry Enterprise Server Advanced Administration Training:-$3000.00

(Complimentary from Vodafone)

Module 1 - Installing and upgrading the BlackBerry Enterprise Server software Installing BlackBerry Enterprise Server software version 5.0

Verify that the BlackBerry Enterprise Server software was installed successfully

List the BlackBerry Enterprise Server post-installation tasks

Upgrading to BlackBerry Enterprise Server software version 5.0

Describe BlackBerry Enterprise Server software version 5.0 maintenance releases and notifications

Troubleshooting installation and upgrade issues

Module 2 - Troubleshooting the BlackBerry Enterprise Solution Troubleshooting messaging system issues

Troubleshooting data flow through the BlackBerry MDS Connection Service

Troubleshooting data flow through the BlackBerry Attachment Service

Troubleshooting data flow through the BlackBerry Collaboration Service

Module 3 Configuring the BlackBerry Enterprise Solution High availability Introduction to high availability

Explain high availability for the BlackBerry Enterprise Server

High availability for the BlackBerry Enterprise Server

Explain high availability for BlackBerry Enterprise Server components

High availability for the BlackBerry Configuration Database and the BlackBerry MDS

Explain high availability for the BlackBerry Configuration Database and the BlackBerry MDS

Configuring high availability

Describe the configuration of high availability for the BlackBerry Enterprise Server using health parameters and thresholds

Monitoring BlackBerry Enterprise Server software version 5.0 Monitoring BlackBerry Enterprise Server software version 5.0

o Describe the benefits of having a BlackBerry Enterprise Server monitoring strategy

o Describe how to configure the BlackBerry Controller

o Describe how to use the BlackBerry Enterprise Server Alert Tool

o Describe how to use logging to monitor the BlackBerry Enterprise Server

o Describe how to use performance monitoring to monitor the BlackBerry Enterprise Server

o Describe the BlackBerry Monitoring Service architecture

Using the BlackBerry Monitoring Service

o Describe the steps to start monitoring a BlackBerry Enterprise Server instance using the BlackBerry Monitoring Service

o Describe the user interface of the BlackBerry Monitoring Service console

o Describe how to configure notifications sent by the BlackBerry Monitoring Service

o Identify alarm types and severity levels

o Describe how to generate graphs for the data attributes of BlackBerry Enterprise Server components

o Describe how to configure monitoring thresholds for BlackBerry Enterprise Server components and user accounts

o Describe how to generate reports for BlackBerry Enterprise Server components and user accounts

Troubleshooting issues related to the BlackBerry Monitoring Service

o Identify common issues related to the BlackBerry Monitoring Service

o Describe common troubleshooting steps for resolving issues with accessing the BlackBerry Monitoring Service console

o Describe common troubleshooting steps for resolving Simple Network Management Protocol (SNMP) issues

o Describe how to use the Threshold Analysis Tool

o Describe how to use the Data Collection Subsystem (DCS) Maintenance Agent

Configuring BlackBerry Enterprise Server log file properties -List the relevant log files for troubleshooting the BlackBerry Administration service

-List the BlackBerry Enterprise Server component log files that administrators can manage in the BlackBerry Administration Service

-Describe how to manage BlackBerry Enterprise Server component log file properties

-Describe how to manage BlackBerry MDS Connection Service log file properties

Module 4 - Introducing the BlackBerry MDS Application Console for BlackBerry Enterprise Server software version 5.0 Administering the BlackBerry MDS Application Console

o Describe the BlackBerry MDS

o Identify the components of the BlackBerry MDS

o Describe how to install the BlackBerry MDS Integration Service

Program Summary

Vodafone Response and Escalation Policy

Process

When you contact Vodafone BlackBerry Technical Support, a support ticket is initiated. Each support ticket is assigned a unique ticket number that BlackBerry Technical Support uses to track your issue from its initiation to resolution. Use the support ticket number for all communication relating to your issue.

You will be provided with your support ticket number either at the end of your call with a Vodafone BlackBerry Technical Support Representative or via an automated email receipts when contacting us using email

Problem Definition

All requests for support are initially deemed to be problems by the Vodafone BlackBerry Technical Support team and will be handled according to the Response and Escalation Policy. A problem can include any issue that you wish to report, where the Vodafone BlackBerry software/Blackberry handheld is not functioning according to the product specifications.

When you report the problem, indicate its impact. The severity level of the problem is based on its impact to your organization. Together, you and the Vodafone BlackBerry Technical Support representative determine the severity classification of the problem. Problem classifications are outlined within the following table.

Severity Action

Critical

A catastrophic Problem that causes a total loss of service and severely impacts your business. This may include handheld or software Problems in which no procedural workaround exists.

Serious

A high-impact Problem that causes a partial loss of service or disruption of operations, but there is capacity to remain productive and maintain necessary business-level operations. This may include handheld or software Problems to a limited number of users.

Normal

A medium to low impact Problem that involves partial functionality loss which impairs some operations but allows you to continue to function.

Low General usage questions or comments. There is no impact on the quality performance or functionality of the product.

Management Escalation Times:-

Vodafone BlackBerry strives to address support issues in a timely manner. Support issues are escalated to Vodafone management for consultation when no acceptable workaround, temporary fix, or update is available to resolve the reported problem. For a Critical problem, work continues during standard business hours until an acceptable workaround, temporary fix, or update is available. To effectively troubleshoot and resolve a problem, Vodafone may require you to provide records, such as log files or configuration files. If the requested information is not provided, it could impede Vodafone and RIMs ability to resolve the reported problem.

Escalation levels and times are as follows:

Technical Support Services

Program Description

Escalation Level Critical/

Serious

Normal/

Low

Supervisor, Technical Support

Time measurements begin at the start of work by Vodafone and are measured based on the hours during

Note: These escalation times are targets only, and Vodafone shall not be considered in breach of any obligations if it cannot meet these target times.

organization chooses to mobilize.

Periodic Vodafone BlackBerry Enterprise Server Advanced Administrator Training in association with RIM

Advanced administrator training sessions are designed for BlackBerry Enterprise Server administrators who want to manage their BlackBerry Enterprise Solution deployment and environment more efficiently and improve the experience of their BlackBerry device users. The course presents lessons that can help administrators improve their familiarity with the management interface, troubleshooting techniques, problem solving skills and the tasks associated with

day-to-day operation of the BlackBerry Enterprise Solution. BlackBerry Enterprise Server Advanced Administrator Training courses explain how to trace message data flow and BlackBerry Mobile Data Service data flow dynamically through the solution. Hands-on activities give learners the opportunity to assess BlackBerry Enterprise Server software component performance by configuring and generating log files at key points along the data flows. The course is designed to teach administrators a high level of proficiency for troubleshooting key areas and identifying possible resolutions and impact.

Vodafone BlackBerry End-user Training

Educating users about the full capabilities of their BlackBerry devices and software enables them to be more effective and get more accomplished. Building awareness of advanced features, short-cuts and customized settings through BlackBerry End-user Training can not only improve the productivity of individual usersit can also make your entire organization more productive. BlackBerry End-user Training is available through self-directed online courses and instructor-led onsite courses designed to meet the needs of new and experienced BlackBerry users. Online courses are 30 minutes long and guide trainees through a series of interactive exercises that cover basic to advanced features and tips for using BlackBerry devices and the main features of BlackBerry desktop software, including backing-up data, BlackBerry Enterprise Server

redirector settings and synchronizing calendar, contacts and tasks. Instructor-led courses cover the same material with the added benefit of offering direct access to a BlackBerry expert that can answer specific questions and customize the content according to the unique needs of the learners.

ained in this document are subject to change without notice. Printed in Canada. MAT-12245-001