RIM offers free technical support to enterprise customers affected by outages


RIM offers free technical support to enterprise customers affected by outages

Jenny Williams

Jenny Williams is a correspondent for Computer Weekly.

She supports the technology team as well as covering mobile and desktop computing.

Follow her on Twitter @jennylwilliams


Research in Motion (RIM) is offering Blackberry enterprise customers one month's free technical support by means of compensation for the three-day services outage last week.

Blackberry users were unable to access e-mails, browse or use Blackberry's instant messaging service, Blackberry Messenger (BBM), after a three-day services outage hit Europe, the Middle East, India and Africa, before spreading to the US and Canada.

"We are grateful to our loyal Blackberry customers for their patience," said Mike Lazaridis, co-CEO at RIM. "We have apologised to our customers and we will work tirelessly to restore their confidence. We are taking immediate and aggressive steps to help prevent something like this from happening again," he added.

RIM said current technical support contract customers will receive a complimentary one-month extension. Customers without technical support will be offered a one-month free trial of RIM's Blackberry Enhanced Support services.

For consumers, RIM said it will be offering a package of premium applications worth a total value of over $100 for free, including a selection of games.

Despite RIM's offerings, some IT heads were hoping for reduced mobile bills as compensation for the services outages.

Malik Kamal-Saadi, principal analyst at Informa Telecoms & Media, predicted compensation for Blackberry users could cost RIM around $100m - up to $12m per day of the outages - plus account liability fees and other related legal costs.

Details of Blackberry's enterprise offer are available on RIM's website. Premium applications will be made available via Blackberry App World until 31 December 2011.

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