BlackBerry (NASDAQ: BBRY) has reworked its Partner Support Services (BPSS) program to better assist partners to provide support and services to customers. Upgrades include new program levels, easier access to BlackBerry support reps, streamlined pricing and entrance requirements tied to certification.

BlackBerry partners leverage the BPSS, which grants them access to the device maker’s technical support team, as a back-end foundation for their own support and services offerings. The idea, according to BlackBerry, is to make sure that partners supporting their customers’ mobility environment are able to provide them with the necessary technical expertise.

“The goal of these changes is to ensure that you’re able to collaborate with BlackBerry to provide your customers with top notch support,” wrote Luke Reimer, BlackBerry business social media manager, in a blog post.

The partner support program previously has operated on a per-incident model, but the vendor now has set up a per-user, per-month fee structure, allowing providers a more consistent cost structure for more effective pricing and predictable margins. Tied to the pricing changes are expanded options for working with BlackBerry technical support based on the partner’s business need.

Here’s a glance at the new BPSS options:

Tier 2 Support. For partners without in-house BlackBerry technical support but want to provide their customers with a support outlet. Partners that want to remain their customers primary support contact for all mobility inquiries can select this option.

  • Coverage includes 24x7 telephone support, access to an online resource center, webcasts, a monthly electronic newsletter, access to a support tool that shows the status of the BlackBerry Infrastructure, and the ability to designate 10 named callers such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff authorized to submit technical support requests.

Tier 3 Support. For partners with in-house BlackBerry technical support who will handle Tier 2 troubleshooting and only need assistance for Tier 3 issues that cannot be resolved in house.

  • Partners' customers contact the partner first and only when issues cannot be resolved they will be escalated to BlackBerry.
  • All technical issues are routed directly to Level Two technical support analysts, bypassing the general support queue.
  • Option to upgrade to direct advanced response team Access Support Service Specialists (SSS) who handle customer escalations and manage issues to resolution.
  • Option to upgrade to a designated resource to assess outstanding technical issues, manage escalations, provide ongoing reporting and status updates, and act as your advocate.
  • As with Tier 2 support, coverage includes 24x7 telephone support, access to an online resource center, webcasts, a monthly electronic newsletter, access to a support tool that shows the status of the BlackBerry Infrastructure, and the ability to designate 10 named callers such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff authorized to submit technical support requests.

Incident Based Support. For partners performing one-time or transactional engagements with their customers and do not have an ongoing relationship with the customers.

  • As with Tier 2 support, coverage includes 24x7 telephone support, access to an online resource center, webcasts, a monthly electronic newsletter and access to a support tool that shows the status of the BlackBerry Infrastructure.
  • Designate 5 named callers such as IT Managers, BlackBerry Enterprise Server System Administrators and Help Desk staff authorized to submit technical support requests.
  • Partners also can offer their customers additional services through BlackBerry that include a technical and functional review of their change management plan before performing a BlackBerry solution update or migration.

Partners may resell the service to any of your customers who are performing a solution upgrade. In lieu of participating in the BPSS program, partners can resell BlackBerry Technical Support Services, which gives their customers direct access to BlackBerry with no involvement by the partner.