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
rom Vodafone Blackberry Technical Support Services, your organisation will receive the following
benefits!
" #anufacturer$based technical support, providing e%pert BlackBerry technical support from a single point
of contact
" &n adaptable and scalable support plan that can be updated to meet the evolving needs of your
'rganisation
" ree access to the latest BlackBerry (nterprise Server software upgrades via electronic download
This ensures you are able to take advantage of the latest productivity$enhancing and administration
features as soon as they become available.
Support Programs:
Vodafone BlackBerry support needs. (ach program level provides!
" (mail$bbsupport)vodafone.in, telephone *Toll free ++,,, and -../--++,,, and self$service support
* Vodafone Blackberry portal0.
" 1irect access to BlackBerry technical support representatives.
" &ccess to the latest BlackBerry software upgrades via electronic download.
Software Maintenance
2our organisation is encouraged to upgrade to the most recent software versions of the BlackBerry
(nterprise Solution components. 3hen you install software upgrades, which include hotfi%es 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 4rograms
Technical Support Services is offered in five program levels to allow your organisation the fle%ibility 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 (nterprise Solution, and get the most out of your investment.
Level 1 Support: Program Detail
5evel 6 Support is standard technical support that provides telephone and email support, / 7amed
8allers
2ou should consider 5evel 6 Support if your organisation meets the following criteria!
Features of Level 1 Support:
(mail and Telephone Support /9:;
7amed 8allers
2ou may designate / named technical contacts from your organisations IT department as the direct point
of contact with the Vodafone BlackBerry technical support representatives.

Software eleases
$Vodafone BlackBerry software releases and upgrades are accessible for free via electronic download as
soon as they become available.
$BlackBerry Vodafone (nterprise Server Support you receive all the features and benefits of online
support
$BlackBerry (nterprise Server software upgrades and BlackBerry (nterprise Server software
7otifications
Description
1! "odafone Support for #lac$#err% Devices :
6$yr limited warranty *repair < return0 on the =andheld and all in$bo% accessories
*battery:charger:hands$free >it0 from the 1'4 ? as per @I#s warranty conditions ! @efer
3ebsite A
8arry$In support through Vodafone Stores * 5$- support through Vodafone Stores and
for 56 and 5/ repair support by @I# @epair 8enter ) Bangalore. Vodafone Stores offer
the logistics support from V Stores B @I# Bangalore @epair 8enter and back0
@epair lead Time C 69 days
Vodafone Stores may provide Stand$by unit *subDect availability0 while the handheld is
sent for hardware repairs
''3 *out$of$warranty0 repair support available on chargeable basis
1'& @eplacement 'ption *complete bo%0 for defects reported within /E$days from the
1ate of 4urchase
Technical Support through Vodafone BB 8ontact 8enter
BlackBerry (nterprise Server #igration Support
In the event you need to migrate between versions of messaging platforms or versions of
BlackBerry
(nterprise Server, this feature provides your organisation with the ability to transition
BlackBerry users from one BlackBerry (nterprise Server to another, while giving your
users the fle%ibility of a .-$day window to cradle their handhelds.
Fser &lerts
4rovides your organisation with the ability to contact your organisations BlackBerry users
for critical issues in the event standard e$mail channels cannot be used. Fser alerts are
sent by @I# to your BlackBerry users using 4eer$to$4eer #essaging *4I7$based
messaging0. 'rganisations wishing to send a user alert to their BlackBerry user group will
need to provide @I# with the te%t communication script and a 8SV file containing the 4I7
numbers of the users handhelds.
Support :@elationship &ccount #anager
The Support &ccount #anager is a member of the Vodafone BlackBerry technical
support staff responsible for your 8ompany receiving priority attention and following$up
on any outstanding issues.
The Support &ccount #anager will be reGuired to understand your business environment
and be responsible for!
6. #onitoring your support activity #onday to riday! .!H-am$,!--pm
/. 8ase history reports.
H. (scalation path for support issues.
9. 8onference call scheduling to review status of open issues.
+. Iuarterly site visits and best practise

Vodafone BlackBerry Training courses present end$users and BlackBerry (nterprise Server
administrators with opportunities to learn about tools and skills that will help your organiJation ma%imiJe
its BlackBerry (nterprise Solution investment
#lac$#err% &nterprise Server 'dvanced 'dministration Training:-()***!**
*8omplimentary from Vodafone0
Module 1 - Installing and upgrading the #lac$#err% &nterprise Server software
" Installing BlackBerry (nterprise Server software version +.-
Verify that the BlackBerry (nterprise Server software was installed successfully
5ist the BlackBerry (nterprise Server post$installation tasks
" Fpgrading to BlackBerry (nterprise Server software version +.-
1escribe BlackBerry (nterprise Server software version +.- maintenance releases and
notifications
" Troubleshooting installation and upgrade issues
Module + - Trou,leshooting the #lac$#err% &nterprise Solution
Troubleshooting messaging system issues
Troubleshooting data flow through the BlackBerry #1S 8onnection Service
Troubleshooting data flow through the BlackBerry &ttachment Service
Troubleshooting data flow through the BlackBerry 8ollaboration Service
Module ) - .onfiguring the #lac$#err% &nterprise Solution
/igh availa,ilit%
Introduction to high availability
(%plain high availability for the BlackBerry (nterprise Server
=igh availability for the BlackBerry (nterprise Server
(%plain high availability for BlackBerry (nterprise Server components
=igh availability for the BlackBerry 8onfiguration 1atabase and the BlackBerry #1S
(%plain high availability for the BlackBerry 8onfiguration 1atabase and the BlackBerry #1S
8onfiguring high availability
1escribe the configuration of high availability for the BlackBerry (nterprise Server using
health parameters and thresholds
Monitoring #lac$#err% &nterprise Server software version 0!*
#onitoring BlackBerry (nterprise Server software version +.-
o 1escribe the benefits of having a BlackBerry (nterprise Server monitoring strategy
o 1escribe how to configure the BlackBerry 8ontroller
o 1escribe how to use the BlackBerry (nterprise Server &lert Tool
o 1escribe how to use logging to monitor the BlackBerry (nterprise Server
o 1escribe how to use performance monitoring to monitor the BlackBerry (nterprise Server
o 1escribe the BlackBerry #onitoring Service architecture
1sing the #lac$#err% Monitoring Service

o 1escribe the steps to start monitoring a BlackBerry (nterprise Server instance using the BlackBerry
#onitoring Service
o 1escribe the user interface of the BlackBerry #onitoring Service console
o 1escribe how to configure notifications sent by the BlackBerry #onitoring Service
o Identify alarm types and severity levels
o 1escribe how to generate graphs for the data attributes of BlackBerry (nterprise Server components
o 1escribe how to configure monitoring thresholds for BlackBerry (nterprise Server components and user
accounts
o 1escribe how to generate reports for BlackBerry (nterprise Server components and user accounts
" Troubleshooting issues related to the BlackBerry #onitoring Service
o Identify common issues related to the BlackBerry #onitoring Service
o 1escribe common troubleshooting steps for resolving issues with accessing the BlackBerry #onitoring
Service console
o 1escribe common troubleshooting steps for resolving Simple 7etwork #anagement 4rotocol *S7#40
issues
o 1escribe how to use the Threshold &nalysis Tool
o 1escribe how to use the 1ata 8ollection Subsystem *18S0 #aintenance &gent
.onfiguring #lac$#err% &nterprise Server log file properties
$5ist the relevant log files for troubleshooting the BlackBerry &dministration service
$5ist the BlackBerry (nterprise Server component log files that administrators can manage in the
BlackBerry &dministration Service
$1escribe how to manage BlackBerry (nterprise Server component log file properties
$1escribe how to manage BlackBerry #1S 8onnection Service log file properties
Module 2 - Introducing the #lac$#err% MDS 'pplication .onsole for #lac$#err% &nterprise Server
software version 0!*
" &dministering the BlackBerry #1S &pplication 8onsole
o 1escribe the BlackBerry #1S
o Identify the components of the BlackBerry #1S
o 1escribe how to install the BlackBerry #1S Integration Service
Program Summar%
Vodafone @esponse and (scalation 4olicy
Process
3hen you contact Vodafone BlackBerry Technical Support, a support ticket is initiated. (ach support
ticket is assigned a uniGue ticket number that BlackBerry Technical Support uses to track your issue from
its initiation to resolution. Fse the support ticket number for all communication relating to your issue.
2ou will be provided with your support ticket number either at the end of your call with a Vodafone
BlackBerry Technical Support @epresentative or via an automated email receipts when contacting us
using email
Pro,lem Definition
&ll reGuests for support are initially deemed to be problems by the Vodafone BlackBerry Technical
Support team and will be handled according to the @esponse and (scalation 4olicy. & 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.
3hen you report the problem, indicate its impact. The severity level of the problem is based on its impact
to your organiJation. Together, you and the Vodafone BlackBerry Technical Support representative

determine the severity classification of the problem. 4roblem classifications are outlined within the
following table.
Severit% 'ction
.ritical
& catastrophic 4roblem that causes a total loss of service and severely impacts your business. This may
include handheld or software 4roblems in which no procedural workaround e%ists.
Serious
& high$impact 4roblem that causes a partial loss of service or disruption of operations, but there is
capacity to remain productive and maintain necessary business$level operations. This may include
handheld or software 4roblems to a limited number of users.
3ormal
& medium to low impact 4roblem that involves partial functionality loss which impairs some operations but
allows you to continue to function.
5ow Keneral usage Guestions or comments. There is no impact on the Guality performance or
functionality of the product.
Management &scalation 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 fi%, or update is
available to resolve the reported problem. or a 8ritical problem, work continues during standard
business hours until an acceptable workaround, temporary fi%, or update is available. To effectively
troubleshoot and resolve a problem, Vodafone may reGuire you to provide records, such as log files or
configuration files. If the reGuested information is not provided, it could impede Vodafone and @I#s ability
to resolve the reported problem.
(scalation levels and times are as follows!
Technical Support Services
Program Description
&scalation Level .ritical4
Serious
3ormal4
Low
Supervisor, Technical Support
Time measurements begin at the start of work by Vodafone and are measured based on the hours during
3ote! These escalation times are targets only, and Vodafone shall not be considered in breach of any
obligations if it cannot meet these target times.
organiJation chooses to mobiliJe.

Periodic "odafone #lac$#err% &nterprise Server 'dvanced 'dministrator Training in association
with IM
&dvanced administrator training sessions are designed for BlackBerry (nterprise Server administrators
who want to manage their BlackBerry (nterprise Solution deployment and environment more efficiently
and improve the e%perience of their BlackBerry device users. The course presents lessons that can help
administrators improve their familiarity with the management interface, troubleshooting techniGues,
problem solving skills and the tasks associated with
day$to$day operation of the BlackBerry (nterprise Solution. BlackBerry (nterprise Server &dvanced
&dministrator Training courses e%plain how to trace message data flow and BlackBerry #obile 1ata
Service data flow dynamically through the solution. =ands$on activities give learners the opportunity to
assess BlackBerry (nterprise 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.
"odafone #lac$#err% &nd-user Training
(ducating users about the full capabilities of their BlackBerry devices and software enables them to be
more effective and get more accomplished. Building awareness of advanced features, short$cuts and
customiJed settings through BlackBerry (nd$user Training can not only improve the productivity of
individual usersLit can also make your entire organiJation more productive. BlackBerry (nd$user
Training is available through self$directed online courses and instructor$led onsite courses designed to
meet the needs of new and e%perienced BlackBerry users. 'nline courses are H- minutes long and guide
trainees through a series of interactive e%ercises that cover basic to advanced features and tips for using
BlackBerry devices and the main features of BlackBerry desktop software, including backing$up data,
BlackBerry (nterprise Server
redirector settings and synchroniJing calendar, contacts and tasks. Instructor$led courses cover the same
material with the added benefit of offering direct access to a BlackBerry e%pert that can answer specific
Guestions and customiJe the content according to the uniGue needs of the learners.
ained in this document are subDect to change without notice. 4rinted in 8anada. #&T$6//9+$--6