BlackBerry Account Center and Customer Claim Process Reference Guide Version 1.3

Transcription

1 BlackBerry Account Center and Customer Claim Process Reference Guide Version 1.3 v BlackBerry 1

2 Table of Contents Section 1: Glossary of Terms... 3 Section 2: Important Note Regarding BES10 version 10.1 with Secure Work Space for ios and Android... 4 Section 3: Introduction to BlackBerry Account Center... 4 Account Registration & Activation... 5 Accessing the BlackBerry Account Center for the first time...13 Claiming Orders...17 Ecode Confirmation (Annual CALs Only)...31 Tcode Confirmation (Annual CALs Only)...31 Order History...32 Managing Users...37 v BlackBerry 2

3 Section 1: Glossary of Terms BlackBerry Enterprise Server 5 (BES 5) - BlackBerry Enterprise Server is for organizations that have an on-premise 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 Android TM devices. BlackBerry Expert Support Center BlackBerry Expert Support Center is used by customers in a selfservice manner to troubleshoot problems with a BES server and customers can open support tickets with BlackBerry Technical Support Service. BlackBerry Expert Support Center also has a number of diagnostic tools and Knowledge Base (KB) articles that assist in the troubleshooting process. BlackBerry Account Center BlackBerry Account Center is the portal used by customers to claim an order that was placed by an authorized BlackBerry reseller or partner. Customers can view their order status and order history for purchases they have made. Customers can view all the licenses they currently own. Client Access License (CAL) Designed for use with BES 5 or BES10, Client Access License keys (CALs) control how many devices can connect to BES 5 or BES10. If you exceed the number of connected devices for your BlackBerry Enterprise Service, the BlackBerry Administration Service informs you that you require more CAL keys. Corporate-level EMM - Delivered through a single end-to-end platform in BES10, Corporate-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. ELM 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. Regulated-level EMM Available with BES10 version 10.1 and newer versions, Regulated-level Enterprise Mobility Management control options are available for BlackBerry 10 smartphones to enable compliance for government and regulated environments. Secure Work Space Available with BES10 version 10.1 Maintenance Release 1 and newer versions, Secure Work Space is a new 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 Care Code for Telephone access to BlackBerry CSO for BlackBerry Technical Support Services (BTSS). v BlackBerry 3

4 Section 2: Important Note Regarding BES10 version 10.1 with Secure Work Space for ios and Android BES10 version 10.1 Maintenance Release 1 includes Secure Work Space for ios and Android devices. This guide is for customers who either trade up their existing BES10 version 10.0 Client Access Licenses (CAL) for BES10 version 10.1 CALs through the BlackBerry License Trade Up Program (see or have purchased net new BlackBerry Enterprise Service version 10.1 CALs through an authorized BlackBerry partner or reseller. If you are upgrading from BlackBerry Mobile Fusion or BES10 version 10.0 to BES10 version 10.1 Maintenance Release 1, you must install BES10 version 10.1 first. The installation steps should be as follows: 1. Install BES10 version 10.1 server software which is available for download here. 2. Apply the BES10 version 10.1, Maintenance Release 1 which is available for download here. Section 3: Introduction to BlackBerry Account Center 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 online process for trading up existing BlackBerry Enterprise Server 5 or migrating BES10 version 10.0 CALs, you will receive a confirmation (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. A tutorial video which covers the BlackBerry Account Center and Customer Claim Process is available on the BlackBerry YouTube TM channel located here: The BlackBerry Account Center is located at the following address: v BlackBerry 4

5 Figure 1 - Confirmation from bbstore-noreply@blackberry.com Account Registration & Activation You must register your account if you are claiming BES10 version 10.1 CALs for the very first time. If you select the BlackBerry Account Center URL or the Claim Tag ID in the confirmation (Figure 1), you will be directed to the BlackBerry Account Center Landing Page (Figure 2). Select Next. v BlackBerry 5

6 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 (Figure 3): English French Italian German Spanish Japanese Brazilian Portuguese To start the Registration process, select Register (Figure 3). v BlackBerry 6

7 Figure 3 - Language Selection and Registration You will now be presented with the New User Registration page (Figure 4). Select Next to proceed. Figure 4 - New User Registration You will be required to enter your User Information (Figure 5 below), and select Next. v BlackBerry 7

8 Figure 5 - New User Information NOTE: If you are already associated with an account you will receive a message that you can sign in with your existing BlackBerry Account Center Identity Management (IDM) username ( ) and password. You will be required to enter in your Company information (Figure 6) and select Next. v BlackBerry 8

9 Figure 6 - Company Information NOTE: If there is a single match against the Company Name, domain, and state/province, you will have the option request an to be sent to the administrator of the account for access. You can select this option and end the registration process or continue and register a new account. If you select the option to the admin, the following information will be sent with the request: User First Name User Last Name Address If there are multiple matches, a warning message will be displayed advising you that an account may exist (Figure 7). You can cancel out of the registration process or continue and register a new account. The option to the admin will not be made available. Canceling at any point during the registration process will return you to the BlackBerry Account Center landing page. v BlackBerry 9

10 Figure 7 - Multiple Company Information Matches Warning If you continue with the registration, you will see a warning that the address that was provided cannot be validated. You will be presented with suggested address formats, or you can continue with the provided address. If the registration is successful, you will receive an activation confirmation (Figure 8). v BlackBerry 10

11 Figure 8 - Confirmation Successful Registration The message will also contain your Activation Code and will be valid for 7 days from the Order Date. If you do not activate your account within 7 days, you will be required to go through the registration process again. Select the Activation Link to continue. v BlackBerry 11

12 You will be presented with the following Account Activation web page (Figure 9) with your username ( address) and Activation Code pre-populated from the Account Activation message. Select and confirm a password, and then select Activate. Figure 9 - Account Activation Your will be presented with following page below (Figure 10) which confirms that your account was successfully activated. v BlackBerry 12

13 Figure 10 - Account Successfully Activated Accessing the BlackBerry Account Center for the first time Once you have successfully activated your BlackBerry Account Center account, you 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 you can login at (Figure 11). v BlackBerry 13

14 Figure 11 - BlackBerry Account Center Sign In Page Enter your username and password and select Sign In. When you sign- in for the first time, you will be prompted to select your country (Figure 12). Figure 12 - Country Selection v BlackBerry 14

15 You will be prompted to Agree or Reject the Site Terms and Conditions for your country (Figure 13). If you select Reject you will be returned to the BlackBerry Account Center landing page. Figure 13 - Terms and Conditions When you select Agree you will be presented with a quick overview of the BlackBerry Account Center (Figure 14). If you select Reject, you will return to the Country Selection screen (Figure 12). v BlackBerry 15

16 Figure 14 - Quick overview of BlackBerry Account Center Select Start and your will be presented with the BlackBerry Account Center Home Page (Figure 15). v BlackBerry 16

17 Figure 15 - BlackBerry Account Center Home Page Claiming Orders When you are ready to claim an order, you will select the Claims link from the BlackBerry Account Center home page (Figure 16). v BlackBerry 17

18 Figure 16 - BlackBerry Account Center Home Page You will be prompted to select an account that is associated with your username and password (Figure 17 below). Select Next. Figure 17 - Account Selection Your Ecode that is associated with your account will be pre-populated in the Ecode field (Figure 18). If this is the first time you are claiming an order, you will not be presented with this Ecode screen. v BlackBerry 18

19 Figure 18 Ecode You will be presented with Enter Claim Tag ID web page (Figure 19) and select Next. NOTE: If you selected on the Claim Tag ID from the notification you received in your Inbox, the Claim Tag ID will automatically be populated. v BlackBerry 19

20 Figure 19 - Claim Tag ID You will be presented with the Order Details and Items associated with the Claim Tag ID (Figure 20 for BES10 version 10.1 EMM Corporate CALs, and Figure 21 for BES10 version 10.1 for Trade-Up CALs). Select Next or you can go back to the Claim Tag ID page and enter a new Claim Tag ID. v BlackBerry 20

21 Figure 20 - Claim Order Details and Items for EMM Corporate Annual CALs v BlackBerry 21

22 Figure 21 - Claim Order Details and Items for BES10 version 10.1 Trade-Up CALs You will be presented with the Terms & Conditions (Figures 22, 23, and 24) associated with the order. First will be the BlackBerry Technical Support Services CARE level of support that is included with the Annual CAL. Select the Accept checkbox, and then select Next at the bottom of the Terms and Conditions. v BlackBerry 22

23 v BlackBerry 23

24 Figure 22 - Accept Care Terms & Conditions Next, you will accept the Terms and Condition for the BES10 version 10.1 Annual Client Access License that your authorized BlackBerry reseller or partner has ordered (Figure 23 for Secure Work Space, and Figure 24 for EMM Corporate). If you have ordered one type of EMM CAL, you will only be presented with the Terms and Conditions that are associated with the CAL that was ordered. If you are claiming EMM Corporate and EMM Secure Work Space CALs, you will be presented with two separate Terms and Conditions. v BlackBerry 24

25 Figure 23 - EMM Secure Work Space License and Conditions v BlackBerry 25

26 Figure 24 - EMM Corporate License and Conditions If you are claiming Trade-Up CALs, you will be presented with the Terms & Conditions for the Migrate BMF to BES10 version 10.1 for BlackBerry - NFS Perpetual CAL (Figure 25). Select the Accept checkbox, and then select Next at the bottom of the Terms and Conditions. v BlackBerry 26

27 Figure 9 - Trade-Up CAL Terms & Conditions Once you have accepted the Terms and Conditions by selecting on the checkbox, and selecting Next, you will be presented with the Claim Order Finish web page (Figure 26) which will indicate that you will receive an (Figures 27 and 28) within 72 hours, but more likely you will receive the notification within a few minutes. You can also check the status of your order by selecting the View Orders tab. v BlackBerry 27

28 Figure 26 - Claim Order Finish v BlackBerry 28

29 Figure 27 Annual CAL Claim Confirmation v BlackBerry 29

30 Figure 28 - Trade-Up CAL Claim Confirmation v BlackBerry 30

31 Ecode Confirmation (Annual CALs Only) Once you complete the claim process, you will receive the following which confirms the level of support that is associated with the Claim ID Tag for purchased BES10 version 10.1 Annual CALs. The example below (Figure 29) illustrates that you have ordered the CARE Support Level. Figure 29 - Ecode Confirmation Tcode Confirmation (Annual CALs Only) Once you complete the claim process for Annual CALs, you will receive a BlackBerry Technical Support Services Welcome Package (Figure 27). You 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. v BlackBerry 31

32 Figure 30 BlackBerry Technical Support Services Welcome Package Order History You can view recent orders by selecting History on the top navigation bar of the BlackBerry Account Center portal or by selecting History on the Home Page. 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 (Figure 31). v BlackBerry 32

33 Figure 31 - View Orders Page When you select a specific Order Number, the Orders Details web page will be presented (Figure 32) which provides you with the Order Number, Order Date, Claim Tag ID, and the details on the CALs that were ordered. v BlackBerry 33

34 Figure 32 - Order Details Page You can now also view specific details about each product and service that is displayed in the Order Details. For example, if you select the Care Product line, it will indicate which service tier under the product name that is associated with the order. In the example below (Figure 33), you have the Care level of support with the CALs that were ordered. v BlackBerry 34

35 Figure 33 - Support Order Details If you select a CAL order product line, then the Product Type, Quantity, Product Name and Software License Keys will be displayed. Figure 34 illustrates the Order Details for EMM Secure Work Space, and Figure 35 illustrates the Order Details for EMM Corporate. Figure 36 illustrates Order Details for Trade- Up CALs. v BlackBerry 35

36 Figure 34 - BES10 Server Details NOTE: Before downloading and installing BES10 version 10.1, Maintenance Release 1 please read Section 2 first. Figure 35 - EMM Corporate Order Details v BlackBerry 36

37 Figure 36 - Trade-Up Order Details Managing Users You can also manage other users associated with the account, including adding or removing users, and editing their privileges. To access the User Management page, select Users from the top navigation bar or select Users from the Home Page. The User Management will be presented below (Figure 37). You can add New Users to your account by selecting +New User. v BlackBerry 37

38 Figure 37 - User Management You will need to add the First and Last Names, address, and Phone Number of the new user (Figure 38). 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 you want to change the privileges of the new user, you must select edit (Figure 39). v BlackBerry 38

39 Figure 38 - Add New User Information When you add a new user, the new user will receive two s: 1. An to activate their account and create a password. 2. Notification that they have been added to the account (in the event the user already has IDM credentials). v BlackBerry 39

40 Figure 39 - Modifying User Information 2013 BlackBerry. All rights reserved. BlackBerry and related trademarks, names and logos are the property of Research in Motion 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. v BlackBerry 40