BES12 Remote Health Assessment
Program Description (“BES12 Remote Health Assessment Program
Description”)
NOTE:
This document is provided for informational purposes only, and does not in itself constitute a binding legal
document. BlackBerry assumes no responsibility for any typographical, technical or other inaccuracies in this
document. BlackBerry reserves the right to periodically change information that is contained in this document;
however, BlackBerry makes no commitment to provide any such changes, updates, enhancements or other
additions to this document to you in a timely manner or at all.
THERE ARE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO THE CONTENT OF THIS
DOCUMENT, AND ALL INFORMATION PROVIDED HEREIN IS PROVIDED “AS IS”. EXCEPT AS EXPRESSLY
AGREED TO BY BLACKBERRY IN AN AGREEMENT BETWEEN BLACKBERRY AND YOU FOR TECHNICAL
SUPPORT, IN NO EVENT SHALL BLACKBERRY OR ANY OF ITS SHAREHOLDERS, AFFILIATES, DIRECTORS,
OFFICERS, EMPLOYEES, AGENTS OR SUPPLIERS, BE LIABLE TO ANY PARTY FOR ANY DIRECT, INDIRECT,
SPECIAL OR CONSEQUENTIAL, PUNITIVE OR EXEMPLARY DAMAGES FOR ANY USE OF THIS DOCUMENT,
INCLUDING WITHOUT LIMITATION, RELIANCE ON THE INFORMATION PRESENTED, LOST PROFITS, LOST
DATA, OR BUSINESS INTERRUPTION, ARISING IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE,
EVEN IF RIM WAS EXPRESSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
© 2014 BlackBerry Limited. All rights reserved. BlackBerry®, BBM ™ and related trademarks, names
and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries
around the world. All other trademarks are the property of their respective owners. BlackBerry’s wireless
handheld products, associated software and/or portions thereof are covered by various Canadian, U.S.
and/or foreign granted patents, as well as currently pending patent applications around the world.
BlackBerry Corporation
5000 Riverside Drive, Suite 100E
Irving, TX,
USA 75039
Tel: (972) 650-6126
Fax: (972) 650-2006
Web site: http://www.blackberry.com/
Email: info@blackberry.com
BlackBerry Limited
2200 University Avenue East
Waterloo, Ontario
Canada N2K 0A7
Tel: (519) 888-7465
Fax: (519) 888-6906
Web site: http://www.blackberry.com/
Email: info@blackberry.com
BlackBerry UK Limited
200 Slough Road
Slough, Berkshire
United Kingdom SL1 3XE
Tel: +44 (0)1784 477465
Fax: +44 (0)1784 477455
Web site: http://www.blackberry.com/
Email: info@blackberry.com
BES12 Remote Health Assessment Program Description, Page 1 of 3
Introduction
The BES12 Remote Health Assessment Service provides your organization with an analysis of the status
and health of your environment. BlackBerry will leverage a monitoring solution and BlackBerry systems to
identify possible areas of concern and make recommendations for an optimization plan. Customers with a
BlackBerry Technical Support Services (BTSS) subscription can use their normal channels for postengagement support.
Service Features
The BES12 Remote Health Assessment Service includes the following features:
Service
Feature
Introduction
Call
Collect Data
Conduct
Data
Analysis
Description
The BlackBerry Representative will:
• Identify the project guidelines, including goals and objectives, define the
environmental changes and begin planning the proposed implementation schedule.
The customer is required to:
• Provide information about your environments;
• Provide architecture diagrams or other documentation where available; and
• Have a Server Administrator attend and participate in the introduction call.
The BlackBerry Representative will work with the customer to collect environmental
information, including:
• Physical data relating to the deployment of BES12 including but not limited to,
Windows Server logs and BlackBerry Server Logs;
• Connection Data, including (a) SRP data, including connections to the BlackBerry
Infrastructure and (b) BCP data, including connections to BlackBerry 10, iOS,
Windows Phone and Android Devices;
• Firewall configurations;
• Hardware specifications;
• Software versions;
• The types of BlackBerry licenses that you have acquired;
• Device status for all devices connected to BES12;
• BES Logs; and
• BlackBerry Infrastructure Data.
The customer is required to:
• Upload Logs to a Secure BlackBerry Portal;
• Provide BlackBerry with access to your systems to collect data; and
• Provide BlackBerry with other data or information needed for the Health
Assessment Service.
The BlackBerry representative will conduct the data analysis, including:
• Check the admin UI console to confirm if these connections are established
currently with the BlackBerry infrastructure;
• Determine if the firewalls are configured optimally and in accordance with
BlackBerry documentation and recommendations;
• Discuss your growth plans and determine if the current hardware is sufficient to
support your current and future BES12 deployment;
• Identify if there is an opportunity for you to upgrade software versions to improve
your BES12 environment;
• Identify opportunities or potential issues with your licenses, including (a)
opportunities to upgrade licenses using software assurance entitlements (b)
BES12 Remote Health Assessment Program Description, Page 2 of 3
•
•
•
identifying temporary licenses that may be expired and impact end user usage,
and (c) identify if there are unused licenses;
Identify if there are inactive devices, provide the number of inactive devices,
provide a list of inactive devices, and provide instructions to reactivate devices;
Assess the BES performance and activity, and identify if there are any recurring
issues or opportunities for improvement; and
Provide you with a summary of the status indicators from the BlackBerry
Infrastructure.
The customer is required to:
• Provide additional access or information to BlackBerry as needed to aid in the data
analysis.
Component
The BlackBerry Representative will review:
Level Review • The architecture of the BES5, 10, and 12 installation, including the servers,
storage, and network access supporting BES12;
• The configuration of the BES installation, including the high availability cluster and
routers deployed in the DMZ;
• The version and patching level of the BES12 installation; and
• The SQL database to ensure it is suitably configured and sized in line with
BlackBerry best practices.
Report and
Presentation
of Findings
Project
Closing
Meeting
The customer is required to:
• Provide additional access or information to BlackBerry as needed to aid in the
component level review.
The BlackBerry Representative will provide a report and presentation, containing:
• A summary of the data that was collected;
• A summary of the data analysis and recommendations;
• Outcomes of the component level review; and
• Recommendations to remediate any issues identified in any of the project phases.
The customer is required to:
• Attend the presentation (remote meeting/conference call); and
• Review the report and ask for clarification if needed.
The BlackBerry Representative will:
• Close the project;
• Assess customer satisfaction;
• Summarize project results; and
• Provide project records.
The customer is required to:
• Attend the closing meeting;
• Provide feedback about the project experience; and
• Provide customer satisfaction.
BES12 Remote Health Assessment Program Description, Page 3 of 3