I have been stuck on the phone quite a few times with carriers trying to fix or troubleshoot my BIS account. Be it everything from deleting my account or figuring why I cannot login. I was always curious as to what these carrier employees could see about my device if they looked. So I decided to do some sleuthing and find out!
Turns out they really have pretty limited access. You can see in the screens what they more or less can see. To get any more information they actually need to contact RIM for help. I was always a bit paranoid that they might be able to read my email or see what is on my device but they really do not have all that much in terms of extra information. To give you an idea of how feature limited their system is, the major feature RIM added for BIS admins in version 2.6 is a lockout duration of 30 minutes.
There is currently 5 different access levels so not everybody has access to even this limited information. The levels from highest to lowest are: SP Admin, SP Manager, SP Support, SP Supervisor, & Field Type. (SP Supervisor is new to BIS 2.6)
To give you a basic idea of what they can do from these accounts: (By no means a complete list)
- Can request permanent user deletion and confirm deletion
- Can view service book status
- Create a new BlackBerry account
- Admins can send over the air messages
- Lookup a subscriber account
- Add an email account
- Look at a users: Accounts, Username, User Identifier, Status, BlackBerry Plan, PIN, BIS version, if they are allowed to download native attachments, locked status, auto signature,
- View a users email account, type, validation status, server, port, SSL requirement, reply to address, HTML email, auto image download settings, filters, and the ability to delete the account
- View error logs based on email account, error type, date and time, and resolution tips
So that answered my question and confirmed what I already suspected. AT&T cannot read my email! 🙂