Version 5.0.0 What’s New . . .

Phone Contacts

We have eliminated the phone number section from this document and direct you to IBM Planetwide for contact information.

I would appreciate your feedback on what you like and what you think should be improved about this document. e-mail me at mcknight@ us.ibm.com

Cover design by Rick Nelson, IBM Raleigh

2 June, 2014

Contents

What’s New ...... 2 Overview of IBM Support ...... 4 IBM Commitment...... 4 Software Support Organization ...... 4 Software Support Portfolio ...... 5 IBM Software Support ...... 5 Support Foundation ...... 5 Passport Advantage & IBM Software Maintenance ...... 6 System z (S/390) ...... 7 Support Line and SoftwareXcel ...... 7 IBM Selected Support Offering ...... 8 Premium Support ...... 8 Enhanced Technical Support ...... 8 IBM Software Accelerated Value Service...... 9 Advanced Support for System i & System p ...... 10 Custom Requirements ...... 10 Client Electronic Support ...... 12 Contacting Software Support ...... 14 Getting IBM Software Support ...... 14 Electronic Access ...... 15 Voice Access ...... 16 Response Objectives ...... 16 How your call is handled by IBM Software Support ...... 17 How a Code Defect is Handled by Support ...... 17 How Technical Questions (How-to/Install) are handled by Support ...... 18 Your Responsibilities ...... 19 Escalation Procedures ...... 19 Reopening A PMR/Incident/Support Case ...... 19 Submitting Software Requirements ...... 19 Preventing Problems ...... 21 Practices ...... 23 Lifecycle and Support Extensions ...... 23 Running on Unsupported Operating Systems ...... 23 Third party and open source software ...... 23 Additional Detail on Services ...... 26 Passport Advantage How To ...... 28 Appendix A: Problem Identification Worksheet ...... 30 Appendix B: Passport Advantage Site Technical Contact...... 31 Appendix C: Contact Information ...... 33 Appendix D: Acquisitions (Ascental, Consul, Datapower, Filenet, Micromuse, etc. )...... 34 Appendix E: Canadian Technical Support Offering...... 46 Appendix F: Acronyms & other terms ...... 47

Disclaimer: IBM reserves the right to make changes to the Software Support Guide and the policies within it at any time to improve or enhance the support provided to our customers. All changes will be posted to our Web version of this guide at http://techsupport.services.ibm.com/guides/handbook.html and will be included in future printed editions of this guide. QUESTIONS: If you have any questions concerning this guide or the policies and procedures included within, please contact the author Roger McKnight at email: [email protected] © Copyright IBM Corp. 1996, 2013. US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp. 3 June, 2014

Overview of Support

Welcome To IBM Software also recognize that in order to enable The organization is made up of teams Support you to concentrate on your core busi- of individuals that work together The purpose of this document is to ness issues, it is crucial that we provide to provide you with the responsive provide guidelines and reference world class information technology software support that you require. Our materials that you may need when services that complement our informa- worldwide centers are structured to you require IBM service and support. tion system solutions. provide you with local language access Actual terms and conditions are found in most major countries and with the in the license materials for your soft- The intent of software support is to skills to help you identify the source of ware. We’ve produced this guide with provide you with the quality software your problem amongst the products for the following objectives in mind: support and services you need. Our which you have purchased support. For vision is to achieve a level of support complex problems, we have special- • To introduce you to IBM Software excellence that exceeds your expecta- ized, skilled product teams with access Support, including our operating tions and differentiates IBM in the to the experts in our Development systems applications and middleware marketplace by providing: Laboratories, as required. Therefore, such as Information Management, you have access to the right level of Lotus, Rational, Tivoli, and Web- • Rapid response to your requests IBM expertise when you need it — no Sphere • Fast relief to high impact problems matter where they are located. • Provide information on the support • Timely problem resolution and services currently available • High quality fixes and information The people of our software support from IBM, including definitions of • Up-to-date service and installation organizations are highly skilled, programs, policies, and procedures information. motivated, energetic, and are eager to • Help you to effectively utilize IBM solve your software problems or answer Software Support We are committed to achieving the your questions. Our goal is to ensure • Explain how you can enhance your highest level of customer satisfaction your satisfaction each time you need to IBM Software Support with addi- in the industry, with quality focused contact us for support by: tional services to meet your needs programs designed to provide services • Introduce you to the people of IBM that enhance and maximize the use • responding to your requests within Software Support of IBM products. As your solutions targeted guidelines Please review this guide carefully partner, we are dedicated to enabling • providing ongoing communication re- as it contains important information your success. garding your problem status through regarding the service and support of problem resolution your IBM products. Thank you for • taking ownership of your request for choosing IBM solutions! Software Support Organization support IBM’s software support organization is • providing a defined escalation process a global network of centers with exper- when management assistance is The IBM Commitment tise across our broad product portfolio. needed We believe that having your business • maintaining our commitment to con- is both a privilege and a responsibility. tinuous improvement of our service We hope to maintain that business by processes providing you with solutions to your information technology problems. We

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Software Support Portfolio

Currently there are several types of support available for the family of IBM Software Products. The pyramid below outlines the progression of support available.

Electronic Support: General Self-help Capabilities Support All IBM customers are include features like: Foundation • Basic search capability for the follow- entitled to take advan- Support Foundation ing: tage of the Electronic offerings provide • IBM software defects, that is, closed Support services available at http:// comprehensive, APARs (Authorized Program www.ibm.com/software/support . We high quality remote technical sup- Analysis Report) offer a vast range of on-line service port to your IT organization. Remote • Software fixes offerings designed to augment and technical support allows you to obtain • Technotes for resolved issues. enhance the value of your IT operation. assistance from IBM for suspected • Information on how to purchase soft- With these resources and tools, our self- defects and product-specific, task- ware support help software support Internet site will oriented questions regarding the • Marketing Information, such as product meet many of your support needs. installation and operation of currently overviews, newsletters, RedBooks, supported IBM software products. White Papers, and Announcement Electronic Support will be available for These offerings do not extend the an- Letters at least one year from when you acquire nounced end of service date (program • Technical information, such as Red- your product from IBM. services) and the remote technical Books and White Papers support included in this offering will • Links to education and training infor- be provided until the end of service mation date for a product. Support Foundation • Links to this Software Support Hand- offerings are not intended for end-user book help desk support. 5 June, 2014

IBM Software Support

Support Foundation offerings supple- for voice and electronic problem program analysis reports (APARs) and ment your support staff skills by submissions. other product and technical informa- providing telephone or electronic • Response objective for critical/ tion to help answer technical ques- access to IBM’s technical support emergency problems during off-shift tions. knowledgebase(s) and technical hours is two hours. • Receive weekly e-mail updates for product specialists. • Unlimited number of technical sup- flashes and fixes that can be enabled port incidents. through the My Notifications function. Assistance provided by Support Foun- • Submit and track Problem Manage- dation offerings Support Foundation Offerings ment Records (PMRs) electronically Support Foundation offerings pro- by using the Service Request (SR) vide: Offerings include: tool. • Remote problem analysis and • Subscription and Support acquired • Ability to assign a Site Technical assistance during normal through Passport Advantage and Contact (STC) who maintains the list of country business hours in Passport Advantage Express technical IS staff whom you authorize to your time zone. For example, • Software Maintenance for System p submit/view problem records to IBM. in North America, those and System i software (SWMA) • There is no limit to the number of hours would be Monday • Support Line technical IS staff who can be authorized through Friday, 8:00A.M. to • SoftwareXcel for U.S. System z to submit problems to the IBM Support 5:00P.M., excluding national customers specialists. or statutory holidays. • Selected Support for designated no- Refer to the “Additional Detail on Services” • Assistance with identify- charge IBM and non-IBM products chapter of this book and the Passport Ad- ing the failing product/ vantage website for more information about component. (Performed Maintenance acquired Passport Advantage and Passport Advantage for products covered by a through Passport Express: http://www-01.ibm.com/software/ support contract.) Advantage or Passport howtobuy/passportadvantage/ • Assistance with remote Advantage Express problem determination IBM’s Software Maintenance for and resolution. Passport Advantage and Passport Advantage System i and System p software • Provided in local language Express are comprehensive IBM offerings for most major countries. that cover software license acquisition, prod- IBM Software Maintenance offerings • Voice and electronic access uct upgrades and technical support under a for System i and System p provide com- support for code-related single, common set of agreements, processes prehensive coverage for software license problems. and tools. To ensure our customers always acquisition, product upgrades and techni- • Support for routine, short du- have access to the latest version of their cal support under a single, common set of ration installation and usage software and to remote technical support, agreements, processes and tools. To ensure questions Subscription and Support is included in our customers always have access to the • 7 day, 24 hour support for the license acquisition for all distributed latest version of their software and to remote mission critical emergencies software products and is renewable on an technical support, Software Maintenance (Severity 1) during off-shift annual basis. is included in the license acquisition for all hours. System i and System p operating systems • Provided by voice in most Technical support offers customers an and associated software products, and is countries. integrated technical support solution for renewable on an annual basis. • Provided in English, with IBM distributed software. In addition to the the local language accom- Support Foundation features, the following IBM’s Software Maintenance for modated when possible. are also included: Storage Products • Telephone (voice) or electronic • Access to registered Web site for access via the Web, in coun- enhanced electronic support features Software maintenance is a must-have for tries where it is available. (except the operating system software): all IBM storage licensed software products. • Response time objective of • Download interim fixes and fix packs. Software Maintenance (SWMA) provides two hours during prime shift • Search for technotes, authorized Support & Subscription for all IBM storage

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licensed software running on IBM stor- There is a similar IBM offering for ing, self help from the Internet is still available. age hardware products. By default, it is middleware described in the details of bundled with the software license with Passport Advantage on page 24. A third type of product on the System z the initial product sale. Program Services platform are those which are intended to be installed and run on any platform. Those The following list are just a few of Program Services is products carry the support characteristics of the the examples of IBM storage products a support element distributed platforms (described below) that require SWMA in addition to HW baked into some warranty and/or HW MA : include IBM products XIV, Storwize V7000, Storwize V5000, which allows you to report IBM defects Discontinuance of Program Services the new FlashSystem V840, Protec- to IBM. While Program Services is IBM provides program service for most of its TIER editions, SONAS, SAN Volume primarily the purview of System z, software products, as assurance that failures Controller, etc. some non-System z products purchased to conform to specifications will be addressed. before 2003 included some form of Pro- Thus, discontinuance of program service for the HW MA cannot be used to solution SW gram Services, such as the ability to re- last release in a version of a software product is issues with your storage products. port defects by fax or mail. Check your an indication of IBM’s expectation that custom- program license for details. Program ers will not experience disrup- IBM Software Secure Support Services do not supply tions due to program defects. via U.S. Citizens all the elements of When service is discontin- Foundation Support ued, corrections to known IBM Software Support via U.S. Citizens but provides a base for problems remain available, complements the prerequisite IBM the services above. but the development team is Software Maintenance for AIX, IBM redirected to other work, and no new, tested Software Maintenance for select AIX IBM System z Software: corrections will be generated for general use. LPPs, Support Line for Storage, Program Services support for most Known problems may be reviewed and ordered Support Line for Linux and System z System z (S/390, zSeries) products via electronic vehicles such as the internet (e.g., Defect support, by providing standard includes problem support for defects in http://www.ibm.com/supportportal ) However IBM software support exclusively by IBM code and publications via telephone support provided by the IBM Support Center U.S. citizens who are located in the (voice), and electronic access. This sup- will be discontinued. At discontinuance of pro- United States. port is available until such time as it is gram service, associated services terminate as • IBM provides U.S. Citizen sup- withdrawn with at least 6 months notice well, e.g. IBM Support Line and SoftwareXcel. port via telephone, only to your via an IBM announcement letter. IBM The IBM Customer Agreement (for monthly information systems (IS) technical will provide remote technical special- license charge products) provides information support personnel during prime ists necessary to resolve defects in the on notification requirements for discontinuance shift hours of 8AM - 5PM in your majority of our mainframe products at no of program services. time zone, Monday through Friday, additional cost to you. Support for criti- excluding national holidays cal IBM defect problems is available 24 IBM’s Support Line (or equivalent • A Service Request will be created hours a day, 7 days a week. services by country) and placed in an incoming queue which is managed and handled IBM Subscription & Support Offer- The Support Line offering provides sup- by a U.S. citizen. IBM provides ing (S&S) for selected mainframe port for those operating systems and associ- assistance for your 1) routine, short products ated products that are not available with the duration installation and usage Some System z products are only sold as Passport Advantage Subscription and Support (how-to) questions; and 2) code- one time charge (unlike the recurring and Software Maintenance offerings. Having related questions (“Support”). charge products that predominate the Subscription Support, Software Maintenance Information systems (IS) technical platform). These products have a separate and Support Line will ensure total support support personnel can open an subscription and support offering which, coverage for your enterprise needs, including unlimited number of technical if acquired, provides for the same level IBM and selected non-IBM products. support incidents. of support as Program Services. It also • Response time objective is within includes future releases and versions. Refer to the Supported Products List for two hours during prime shift Without the subscription & support offer- the Support Groups and products supported hours of coverage for voice prob- lem submissions 7 June, 2014

in your geography, at www.ibm.com/ (Support-only offering for desig- Software Foundation [ASF] services/supline/products/java2.html. nated IBM no-charge and non-IBM Geronimo open source application More information is available at http:// products) server software www.ibm.com/services/us/index. • IBM WebSphere Application Server wss/so/its/a1000030. Please check The Selected Support offering is Community Edition with your local country representative available for designated no-charge • Eclipse Foundation Eclipse open to make sure Support is announced IBM and non-IBM products. Often source development platform in your country. Changes are made support-only offerings are made • IBM Informix Innovator-C and periodically to reflect new products available for products or offering Ultimate-C Editions added and products that are no longer code that is developed and delivered supported. through the open source community. Premium Support The open source business model IBM’s SoftwareXcel for System z is built on the concept of free and Premium Support offerings are services customers in the United States frictionless access to technology with that provide both additional and special- optional paid support. In the open ized support on Operating Systems or SoftwareXcel (enterprise edition) source business model, the product middleware products. Premium Support provides: is available at no charge to download offerings focus on the vertical depth • Resolve for System z, which is and use so customers can begin of support, and feature a personalized the ability to report problems and development, testing and deployment relationship with our technical experts, routine installation and “how to” at no cost. The offering code could on-site assistance and knowledge questions electronically. be available from an IBM website, transfers as well as horizontal breadth • Alert for System z, which is the or from the applicable third party for multi-product and multi-vendor IT ability to be notified of high provider. environments to maximize IT infra- impact fixes. structure availability. • Electronic access to Frequently The Selected Support Asked Questions offerings are purchased With Premium Support, you receive the • Ability to electronically submit via an annual subscrip- following: routine installation and “how to” tion and are available • Proactive problem prevention and questions and receive responses for purchase through knowledge transfer during prime shift. (Voice and 24 Passport Advantage or Passport • Situation management and reporting x 7 options are available) Advantage Express. • Escalations • 24x7 fullshift voice uplift is • Account management required for an offshift re- Refer to the ‘Additional Detail on • Assigned technical analyst sponse to “how to” questions Services’ section for more informa- • Optional or planned on-site days • Electronic download of fixes by tion about IBM Selected Support • Emergency on-site days linking to IBM’s support database Offering. • Remote technical advice hours • Premium response, which provides • Event-specific after-hours support for the ability during prime shift Designated Programs eligible for all severities hours to receive assistance with Selected Support are listed at: http:// defect problems within one hour www.ibm.com/software/lotus/pass- Premium Support offerings include offer- of electronic or phone receipt by portadvantage/ IBM. While premium response paselectedsup- can happen with each exchange portprograms. on a problem, it must be requested html. each time. • Remote Screen Viewing capability These Pro- Please refer to http://www.ibm.com/ grams cur- services/us/index.wss/so/its/a1000185 rently include for more information. things like: • Apache IBM Selected Support Offering

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ings such as: Storage platforms, on top of standard EMEA : http://www.ibm.com/ • IBM Account Advocate (for U.S. annuity support offerings, to meet the services/europe/maintenance/ customers) increasing needs for higher IT infra- tech_support.html • IBM Enhanced Technical Support structure availability at an effective (ETS) (for customers in the U.S., cost. US & Canada: http://www.ibm.com/ Canada and Europe) services/us/index.wss/offering/its/ • IBM Software Accelerated Value ETS provides proactive recommenda- a1009019 Program for applications and tions and guidance to preempt prob- middleware products lems, and enhanced problem manage- IBM Software Accelerated • IBM Advanced Support for System i ment to improve availability across the Value Program and System p software (for custom- whole hardware & software IT infra- ers in the U.S. and Europe) structure. The perfect complement to the IBM • Further IBM Premium Support software behind your mission-critical Services (for customers in Japan ETS services are built around three applications and high-availability and the Asia Pacific region) value propositions: solutions are IBM’s Guidance and • Personalized enhanced support: Optimization Services. Our capabili- IBM Account Advocate, for U.S. An assigned priority support team, ties expand from advisory services customers known as an “Account Advocate known as the Software Accelerated Team” in some areas, learns the Value Program and managed busi- This optional fee feature provides you key strengths and weaknesses of ness solutions, to enhanced support with remote telephone or electronic ac- your IT infrastructure to help you and extended support services and cess to an account advocate team which to increase the up-time & produc- skill transfer. Depending on the level will assist you with coordination and es- tivity of your Business Solution. of services selected, you decide when calation of reported problems for prod- • Proactive approach: Your priority and where our software experts take ucts you have covered by Support Line. support team provides guidance over and provide assistance for a Account Advocate support extends to and advice to help preempt prob- successful deployment or implemen- distributed middleware products sup- lems and assuring highest avail- tation or manage the full lifecycle ported on the operating systems cov- ability of your IT infrastructure. of your projects. Our tiered offering ered by Account Advocate and covered • Integrated services: Reduces the levels provide flexibility in building by IBM Subscription and Support. This complexities of multi-product and a partnership with IBM. In turn, that feature is available during prime shift multi-vendor environment with a partnership assists you with pre- only. Contact your IBM representative fast and direct access to the Global ventative actions, delivering smooth for additional information. IBM knowledge pool. interoperability management, and overcoming implementation barriers For more information on Account ETS covers common IT infrastructure for new technology. Advocate services and the products support, including IBM Server and to which it applies, visit: http:// Storage platforms, IBM Middleware The key to building this partner- www.ibm.com/services/us/index. and strategic OEM products, like Linux ship is through our Accelerated wss/offering/its/a1000147 and Microsoft. Value Leader and Accelerated Value Specialist. IBM Enhanced Technical Sup- ETS offers several enhanced prior- • Assistance from an Ac- port (ETS) for U.S., Canadian ity support capabilities on top of the celerated Value Leader. and European customers standard basic support offerings such as hardware & software Maintenance, Enhanced Technical Support (ETS) Support Line, and Passport Advantage. offers an integrated approach for proactive, coordinated support for For more information on ETS and addi- multi-product and multi-vendor IT tional support services visit environments, including Hardware, Software, Middleware, Server and

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The AVL is your single point of • Delivery Plan: A shared Further Premium Support Services contact who facilitates commu- document between the client are available in Asia Pacific and nications between your team and and the Accelerated Value team Japan at an additional fee. Most of the IBM engineers and develop- that articulates the client’€™s these offerings provide you with an ment, helps with proactive change priorities and business needs for integrated problem management and configuration management, the coming year. approach, on-site assistance, faster provides strategic advice, helps • Quarterly Report. A report, response times and/or extended remove barriers for software prepared by the AVL, that preventive/proactive services. adoption, assists with production clearly articulates the value and preparation and stability as well as benefits the client derived from For more information on availabil- analyzes and improves processes Accelerated Value during the ity and additional support services related to the supported environ- previous quarter. contact the IBM representative for ment. You can purchase the IBM Software your region. • Assistance from an Accel- Accelerated Value Program for many erated Value Specialist. Custom Requirements T IBM products. A list of the products The AVS provides experienced and covered can be found at: http://www. proven technical skills to help ex- ibm.com/software/support/accelerat- Custom Requirements services are pedite problem resolution through edvalue/productfamily.html, optional services that are available to advanced troubleshooting, along you for an additional fee. They can with risk mitigation planning, the For more information on IBM be customized to fit your individual critical fix advice, and diagnostic Software Accelerated Value Program needs. Designed to provide addition- coaching. Additionally, the AVS contact the Sales Specialist for your al value, these offerings are aimed assists with product deployment region. or email: software_acceler- at clients who run business critical and configuration and shares best [email protected] systems, need high availability and practices for key tactical initiatives. need to minimize system downtime. Additional services available depending Visit our Website. The offerings are focused on the cli- on level of services purchased: ent’s environment, are often proactive • On-site activities. These IBM Custom Technical Sup- so as to focus on problem avoidance activities are customized to your port for System i and System p and are tailored to meet the needs of specific needs and may include operating system software each client and their environment. assistance with installation, configuration or implementation of Custom Technical Support for Sys- Complete information about IBM’s product features or solutions, ad- tem i and System p software provides Support Family of Services for vanced troubleshooting, assistance customers with an additional special- most countries can be found on the with backup and recovery services, ized proactive support, enhanced Internet at: identifying skill gaps, risks and problem management and perfor- dependencies for your software mance reports, and an assigned http://www.ibm.com/services solutions. Technical Solutions Manager on AIX and i5/OS Operation Systems. This • Emergency on-site assis- Support without a Contract tance. In the event of a business service: critical (severity 1) situation, we’re • Creates a technical support ready to help IBM makes every profile Electronic Support effort to dispatch an engineer to • Performs an initial on-site re- your site within an expedited time view of customer environment The most period. • Provides an escalated level of basic form • Knowledge Sharing. Exclu- response of support is sive webinars, customized enable- • Assists with upgrade and migra- to use IBM’s ment and skills transfer, one to tion planning Client Self- Assist tools one or small group discussion on Further IBM Premium Support the features and implementation provided Services for customers in Japan via the In- of a specific product, work sessions and the Asia Pacific region to discuss needs, challenges and ternet. We devise solutions. offer a vast range of on-

10 June, 2014

line options and services designed expires, your support is limited to to augment and enhance the value self help from the internet. of your IT operation. With these resources and tools, our support sites IBM Electronic Support offers a are likely to meet most of your needs. portfolio of online support tools and resources that provides com- For self help on middleware, pro- prehensive technical information to gramming languages, and most ap- diagnose and resolve problems and plication software the IBM Software maintain your IBM products. IBM Support homepage is available at has developed many smart online http://www.ibm.com/software/sup- tools and proactive features that can port. help you prevent problems from oc- curring in the first place, or quickly For self help on IBM operating and easily troubleshoot problems systems, virtualization and clustering when they occur. With improved software, the IBM Systems Support personalization of support resources, home page is available at http:// you can focus on and be alerted to www.ibm.com/systems/support. exactly the information you need for efficient and effective problem Product Warranty and Program prevention and resolution. Services Support IBM Electronic Support addresses For most IBM Mainframe platform five critical areas to ensure you have software products, you are en- the best possible support experience: titled to report IBM defects during 1. Simplifying support and creat- normal business hours (and offshift ing more consistency across all IBM for critical problems) by voice or electronic and will receive assistance in identifying the problem source, as long as the product release is current. Should the problem turn out to be a defect in IBM code, we will issue defect correction informa- tion, a restriction, or a bypass per the IBM Customer Agreement (the document that defines support for IBM mainframe software). Beyond the self-help support provided via the Internet, Installation support, problem source identification as- sistance (beyond IBM defects) and support for Q&As is delivered as part of fee services. As long as the product is current, you are entitled to receive fixes for defects and release upgrades.

Most IBM Distributed (non-S/390) platform software is provided with the first year of Subscription and Support include, giving you the ability to report suspected defects by phone or electronically (where available), get installation and Q&A support, fixes for IBM defects, and product release and version up- grades. If you elect to not renew the Subscription and Support when it

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Electronic Support

products. gration Monthly License Charges (MLC), 2. Delivering intelligent resources • Provides more efficient access to a can open service requests via the and tools that display information fo- wealth of technical information web 24x7. cused on the products you use. • Simplifies your experience, with a 3. Providing proactive capabilities single place for support With Service Request you can; that solve problems before operations are • Is part of your current support • Describe software issue and en- affected. contracts, so there’s no extra vironment in problem submis- 4. Thriving collaborative communi- charge sion form (eliminates call center contact) ties that connect to worldwide support That’s complete, customized support networks and knowledge. • Monitor/update existing And what does it mean to requests – view a list of all 5. Enabling seamless and smooth you and your business? service requests associated with transition between online and live sup- It can lower your total cost of owner- customer numbers for support port teams for quick problem resolution. ship for IBM technology by giving you contracts IBM Support Portal flexibility and choice and making you • Attach multiple files to service The IBM Support Portal is your gateway more efficient in keeping that technol- requests to technical support tools and informa- ogy – and your business – running. • Receive notification when your service request has been up- tion for all IBM systems, software, and Where to start? services. It brings all the support re- dated by IBM Support Getting started on the IBM Support sources available for IBM hardware and Portal is easy: software offerings together in one place. IBM Service Request (SR) is avail- 1. Go to the IBM Support Portal able on both the IBM Support Portal The IBM Support Portal provides power- and the IBMLink ServiceLink main ful features that make it fast and easy to 2. Select the products of interest. menus and follows IBM’s Technical find the exact information or tool you 3. View your page! Support Transformation strategy of need. moving to one electronic problem To access tools requiring registration reporting portal. The Electronic • Select your IBM products for direct and contract-related information, Technical Response (ETR) ap- access to all pertinent resources. follow the Sign in link and login using plication, that SR is replacing, will • Browse featured support links that your IBM ID. If you don’t have an IBM continue to be available on IBMLink guide you to the most critical and ID choose ‘Register now’ in the sign ServiceLink until an evaluation of useful information and tools. in box.. • Filter the results of a simple text IBM Service Re- search with one click to pinpoint quest the most appropriate documents. You can use the Service How does the IBM Support Por- Request Application to open, tal help you? update, monitor your service re- You get a unified, centralized view for quests (also known as Problem all: Management Records - PMRs) on-line and to report problems • Technical support tools and infor- on nearly all IBM supported mation software products. Customers • Technical support contract informa- who have support contracts, tion like Passport Advantage, Ac- celerated Value, SoftwareXcel, • Hardware, software, and services SupportLine, Software Mainte- IBM Support Portal provides an experi- nance Agreement (SWMA) and ence that: • Exploits IBM’s solutions and inte-

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the transition is completed.

For additional help and information on how to use the application, please visit Service Request Assistance.

13 June, 2014

Getting IBM Support

Gather Relevant Diagnostic Recommendation for mid Define the Problem: Information (if possible): and large-range Customers If you can describe the problem and It is often necessary that our software IBM prides itself on delivering world symptoms before contacting software support specialists analyze spe- class software support with highly support, you can expedite the problem cific diagnostic information, such as skilled, Customer-focused people. solving process. It is very important relevant logs, storage dumps, traces, However, IBM support can never to be as specific as possible when etc., in order to resolve your problem. take the place of your company’s explaining a problem or question to Gathering this information is often internal help desk. Many successful our software support specialists. Our the most critical step in resolving your companies have found the best way specialists want to give you the right problem. Product specific diagnostic to interact with IBM software support solution, so, the better they under- documentation can be very helpful in is through a cadre of highly skilled stand your specific problem, the bet- identifying what information is typi- and trained employees who under- ter they are able to resolve it. cally required to resolve problems. If stand their company’s environment you are unsure about what documen- and act in conjunction with their Gather Background Informa- tation is required, you can check out internal help desk. These senior staff tion: IBM Support Assistant (ISA) (http:// members are able to filter, sort, and www-306.ibm.com/software/support/ prioritize their company’s problems To solve problems effectively, the soft- isa/), try searching on MustGather and direct them toward the best ware support specialist needs to have and the product with which you are resource (IBM and non-IBM) for all of the relevant information about having trouble. Not all products will resolution. These are the people who the problem. Your ability to answer have an ISA plug-in available but you become authorized contacts to col- the following questions will help us to may find additional information on the laborate with IBM software support solve your software problem. individual product support page under for fast resolution of IBM problems as • What levels of software were troubleshooting. You can always well as assuming a similar role with you running when the problem contact software support for assistance other vendors. occurred? Please include all in gathering the needed diagnostic relevant products, i.e. operating information. We encourage you to adopt such a system as well as related prod- structure, if you haven’t already, as ucts. Determine the Severity Level it will help us secure the success of • Has the problem happened your IBM solutions. before, or is this an isolated You need to initially assign a severity problem? level to the problem when you report Before contacting IBM • What steps led to the failure? it. After that, Severity Levels are de- Software Support • Can the problem be recreated? If termined during a mutual discussion so, what steps are required? by you and the support analyst, based To resolve your software support • Have any changes been made to on the business impact of the issue. If service request in the most expedi- the system (hardware, NetWare you designated a problem as a Severity ent way possible, it is important that or software)? 1, IBM will work on it 7 days a week, you take the following steps before • Were any messages or other 24 hours a day, providing you are also you contact a software support center. diagnostic information produced? You will need to gather information If so, what were they? about the problem and have it on • It is often helpful to have a print- hand when discussing the situation out of the message number(s) of with the software support specialist. any messages received when you The following steps are an example of contact support. what is required: • Define your problem or question in specific terms and provide the version and release level of the product(s) involved.

14 June, 2014

Severity Level Severity Definitions Examples

Severity 1 - Critical situation/System Down - All users of Tivoli Problem Management - Business critical software component is are unable to register a call inoperable - The Lotus Notes mail server is down and - usually applies to production environment affecting all users. - Critical interface has failed Note: We will work with you 7x24 to resolve critical problems providing you have a technical resource available to work during those hours.

Severity 2 Severe Impact: A software component is - All users of Tivoli Problem Management severely restricted in its use, causing receive a database manager error while significant business impact attempting to view open problems

Severity 3 Moderate impact: A non-critical software - A client cannot connect to a server component is malfunctioning, causing moderate business impact

Severity 4 Minimal impact: A non-critical software - Documentation is incorrect. component is malfunctioning, causing minimal - Additional documentation requested impact, or a non-technical request is made.

available to work during those hours. (PMRs/Incidents) with IBM re- • Contact name You can change the severity level of a garding this service request • Preferred means of contact (voice or problem if circumstances change from • you are participating in an early e-mail) when it was first entered to match cur- support program • Telephone number where you can be rent business impact conditions. • you have researched this situa- reached tion prior to calling IBM and have • Related product and version information A description of the severity levels is in detailed information or documenta- • Related operating system and database the table above. tion to provide for the problem. information • Detailed description of the issue When speaking with a software sup- Accessing Software Support • Severity of the issue in relationship to the port specialist, you should also men- When submitting a problem to IBM impact of it affecting your business needs tion the following items if they apply to Software Support about a particular (per the above table). your situation: service request, please have the follow- • you are under business deadline ing information ready: Submitting problems electroni- pressure cally • your availability (i.e. when you • IBM Customer Number1 Through services offerings or the IBM will be able to work with IBM • Product serial number or support ac- Support Portal, you may post support Software Support) cess number, if available questions and problems electronically • Alternate ways to reach you, • Machine type/model/serial number to the IBM support specialists. Prior to more than one phone number, (SW Maintenance) submitting a problem via the Internet pager, email address • Company name you will need the same information as if • you can designate a knowledge- 1. you should be able to get your IBM Cus- you were placing a problem by telephone. able alternate contact with whom tomer number from your client rep, from product This capability allows you to put all of the we can speak invoices, or the call center may be able to help pertinent information about your problem from your machine type / serial or even your • you have other open problems into the problem record via the Internet Customer name.

15 June, 2014

without having to wait for someone to service calls from your authorized Partner/Reseller or IBM Sales Rep to to call you back. This should save callers within the response goal out- get your hours of coverage.) you time and help with problem lined below. Our initial response may resolution time. result in resolution of your request, Distributed systems (with subscription or it will form the basis for deter- and support or software maintenance)

If you are submitting a severity one mining what additional actions be and Support Line: When you contact software support problem and it is outside of normal required to achieve technical resolu- to report a problem, or update/gain business hours in your country you tion of your request. Depending on status on a problem, your request will should open your problem by voice or the complexity of your request, the be routed to a technical specialist. follow-up your web submission with next response may take days. Be IBM’s goal is to respond to your service a call to your local support center sure you and your support rep agree request within 2 business hours during referencing the problem number on what the next action is and when prime shift, and within 2 hours during you receive on the web. We want to the next checkpoint will be. ensure that your emergency call will off-shift hours for critical problems. Note that non-severity 1 problems be handled in the appropriate time Support Center Hours reported offshift will be queued for the frame. IBM Support Center hours cover next business day. the prevailing business hours for the country where your product or Distributed Platform Response Objectives System z response objectives: For problems reported against Monthly for Clients with appropriate services offerings License Charge (MLC) Severity Impact Response Goal (i.e., System/390 or System z) software 1 Critical business impact Within two hours products, and the One Time Charge System z products for which you’ve 2 Significant business impact Within two business hours acquired the S&S offering, IBM’s response objectives continue to be 3 Some business impact Within two business hours based upon the severity of the request. The table on this page describes these objectives: 4 Minimal business impact Within two business hours

Voice Access System z Platform Response Objectives Improved responsiveness is available through services offerings IBM Voice Support is available for Severity Impact Response Goal most System z platform software 1 Critical business impact Within two hours products and for distributed platform products to all current support con- 2 Significant business impact Within four business hours tract holders through a Single Point of Contact (SPOC) telephone number 3 Some business impact By the end of next business day in your country (where available). You will be required to provide your IBM Customer Number for validation 4 Minimal business impact By the end of next business day of the support service to which you are entitled to as well as the product contract is registered. You should Offshift support about which you are calling. Please keep this in mind if you are consid- During Off shift hours we will use refer to IBM’s Planetwide Site for ering outsourcing your operation or commercially reasonable efforts to re- specific country phone numbers. help desk to a firm that is overseas spond, by telephone, within two hours In most cases, we provide native or working in another time zone. to service calls which you specify to language support. (There could be a few exception for be Customer Critical problems (sever- countries where M - F is not their RESPONSE OBJECTIVES ity 1). Normal country business hours normal work week or business work- are defined by your time zone and ing time is not the same as for your the prevailing business hours within Please note: IBM will use commer- Country due to different time zones. your country, e.g.: 8:00am to 5:00pm cially reasonable efforts to respond In those cases contact your Business

16 June, 2014

in North America or 9:00am to case, the next person to contact you received by IBM approved means, IBM 6:00pm in some parts of Asia and will be a specialist in the appropriate will use it only for the purposes for Europe, Monday through Friday, ex- resolution team. which it was provided - that is, to fix cept national holidays. Offshift hours defects or to support IBM products or are defined as all other hours outside At the resolution team level your Ser- services. We will not disclose it to other of normal country business hours. vice Request is researched, resolved, parties, except to contractors of IBM Offshift support will be provided or escalated as appropriate. Due to who we may use to help us fix defects in English however, we will try to the level of specialization required to or provide support; and we will delete, accommodate local language where maintain superior technical exper- destroy or return it when it is no longer possible. An appropriately skilled tise at the team level, it is sometimes required. If you elect to have us return technical person from your site must necessary to involve more than one physical media, you will be responsible be available to work with IBM’s support team in resolving a particu- for arranging for return transport of technical support staff during the en- lar software problem. This is easily the media. IBM will provide the tapes tire time we are performing support handled, as our support teams are to your designated carrier at the IBM services outside of normal country all networked together and work as location, but otherwise will have no business hours. IBM recommends one to resolve whatever problems or responsibility/liability for return of the that you use voice or place a follow- issues arise. media.” up call to the local support center with the electronic PMR/Incident/ In order to investigate the issue, For more information on exchanging Support Case number. This action IBM may need to access information diagnostic data with IBM, please refer helps to ensure a prompt response. on your system relative to the failure, to the Service Users License Agreement or may need to recreate the failure at http://www.ibm.com/de/support/ Severity 2,3, and 4 problems reported to get additional information. Should ecurep/service.html. offshift will be queued for the next the problem be configuration related, business day. it is possible you may need to recre- If you and the IBM support special- ate the problem to get that required ist agree, you may decide to send your How your service request is information. problem information or test cases to handled by IBM Software Sup- IBM. There are several approved meth- port Our software support specialists may ods and tools that can be used. Please You may submit your request for request that you send IBM the problem refer to the document “Exchanging assistance by using Services Portal, information, systems data or test cases, Information with IBM Technical Sup- a Services Interface or by telephone etc., or that our support specialists port” for more information. The IBM (where available). These requests be able to view it with you electroni- support specialist working with you can are logged into the IBM problem cally. To accomplish this, you may be help you set up the transfer. management system. offered several options by the IBM The following site discusses different support specialist. By the terms and ways to send and receive files to and Once logged, a unique Service conditions of the applicable support from IBM: http://www.ibm.com/ Request (also known as problem agreements: (i) this information will software/support/exchangeinfo.html, management record (PMR)) or be non-confidential (for example, not Incident/Support Case is created. labeled “your company confidential”); Please make note of this SR num- and (ii) you should not supply IBM with ber, Incident number, or Support any personally-identifiable informa- Case number and use it in any tion (whether in data or other form). future communication on this issue You will be responsible for reasonable with the support center. Your SR, costs and other amounts that IBM may Incident, or Support Case is routed incur relating to any such information to a resolution team for handling. A mistakenly provided to IBM or the loss resolution team is simply a group of or disclosure of such information by software support specialists. You may IBM, including those arising out of any be transferred directly to the resolu- third party claims. tion team or your issue will be placed in a queue for response. In either Once your documentation is completely 17 June, 2014

and the following discusses how to use • The Resolution Team will advise ECURep to send files to IBM: http:// you when the defect (APAR) is designate plans for inclusion in a www.ibm.com/de/support/ecurep/. closed, assists in fix implementation future release. You need to understand and acknowl- and updates the customers problem record Because of the complexities of the edge that IBM may use its global environments supported, APARs and resources, including but not limited to, A new defect: If the Resolution Team SPRs will often take several weeks, pos- IBM Affiliates and personnel located sibly months, to debug and to write, test, in various countries, for the delivery determines that the issue is the result of an IBM software defect that has not been package and distribute a fix. For high of service and services. By sending us impact problems, we will make every problem information, you warrant that reported before, we will work with you to create an Authorized Program Analysis effort to develop a bypass or workaround none of your data exported to, or oth- that you can use until the APAR has erwise accessible by IBM is controlled Report (APAR) or Software Problem Re- port (SPR) to track the resolution of the been resolved and a Program Temporary as a defense article under the U.S. In- Fix (PTF) has been created. Code fixes ternational Traffic in Arms Regulation defect. These APAR’s and SPRs, along with any necessary documentation that for IBM products may be distributed via (ITAR) or under any other country’s software subscriptions, service packages laws or regulations. you may be asked to provide are routed to the appropriate development teams. or in a future release of the product. How a Code Defect is Handled The development teams analyze the Note: If the Resolution Team determines During this investigation process, the that the issue is not a software defect in Resolution Team determines if your de- APAR or SPR to determine how the de- fect will be addressed. One of a number supported IBM code, we will continue to fect issue falls into one of three catego- work the problem to resolution only at ries as described below. of fix actions may result: • The defect is determined to be of your request and with your concurrence, under a separate services agreement. A known defect-related issue in an IBM high impact, a code fix is created Product: If the Resolution Team deter- and delivered to you Note: Fixes are created and tested at the After you have received a program fix, mines that the issue is the result of a we will follow up with you to confirm software defect that has previously been latest maintenance levels so it is in your best interest to keep your software current resolution of your problem. If you have reported, the following actions may be verified the fix, please contact the taken: on maintenance. • The defect is determined to be support center so that the PMR/Inci- • A fix or workaround is provided to dent/Support Case may be placed in a circumvent or correct the issue of lower impact which does not require an immediate, permanent resolved status. If for some reason the • If no workaround is available and it problem is not resolved, or you are dis- is determined that one is required, fix, we may defer the fix for a future release. APARs will reflect deferred satisfied with the solution, your problem the Resolution Team will work record will remain open while IBM sup- with you to find the best feasible fixes with a closing code of “FIN” (Fixed If there is a Next release) to port personnel continue to work on the workaround problem. The PMR/Incident/Support Case will not be closed until the problem has been resolved to your satisfaction.

How technical questions (how-to/install) are handled

(For Clients with the appropriate services or support offerings) Technical question support allows you to obtain assistance from IBM for prod- uct specific, task-oriented questions regarding the installation and operation of currently supported IBM software. In the course of providing answers to your technical questions, we may refer you to

18 June, 2014

product documentation or publications, that you will provide information about • Submitting problems electroni- or we may be able to provide a direct your system and the failing component, cally, enables the resolution team answer to assist you with short duration information that is key to resolving the to better understand the issue and problems involving: problem. be more prepared with the right • Installation skill and guidance to respond to • Usage (how-to) This information includes capturing your concern. It also allows you • Specific usage/installation questions documentation at the time of a failure, to make the best use of your time. for documented functions applying a trap or trace code to your • Keeping the questions/issues • Product compatibility and interoper- system, possibly formatting the output separate (one problem per PMR/ ability questions from the trap or trace, and sending Incident/Support Case) we can • Technical references to publications, documentation or trace information, provide better service to our such as redbooks or manuals in hardcopy or soft copy, to the remote clients. • Assistance with interpretation of support center. You are also responsi- • Selecting the appropriate Severity publications ble for obtaining fixes, by downloading and letting us know the business • Providing available configuration or by receiving ones that have been impact will help to get the right samples shipped to you on media, applying the focus on your problem • Planning information for software fixes to your systems and testing the • Keeping IBM support informed of fixes fixes to ensure they meet your needs. Major Upgrades/Implementations. • IBM database searches Occasionally, removal of installed fixes • Staying current on Product Re- may be necessary in the process of iso- lease levels • Providing timely feedback on Subscription and Support and Sup- lating problems. And sometimes fixing recommendations and close the port Line are not structured to address a problem will mean the installation of Service Request when you feel the everything -- the following are examples a later release of the software as some problem has been resolved. If the of areas that are beyond their scope: fixes cannot be retrofitted into earlier code. problem reoccurs you may reopen • Performance analysis the original Service Request by • Writing, troubleshooting or custom- You need to be aware of your respon- resubmitting it electronically. izing client’s code sibilities when working with an IBM Escalation Procedures • Extensive configuration questions support center. If you do not have the • Recovering a database, or data required skill or are not positioned to We believe IBM Support is “Best of recovery do the work, you can engage a services • Consulting Breed.” If at any point in our service provider such as IBM Global Technical process, you feel we are not meeting • Interpretation or triage of customer Services (GTS) or a business partner to or third party generated defect our commitments to you (as outlined assist you, for an additional fee. If you in this handbook), you may call our scanning reports are already involved in a services en- Most of these types of situations require attention to this problem by doing gagement in which GTS or a Business one or all of the following: some form of Advanced Support Offer- Partner is designing and implement- ing. For further information about these ing an application for you, you should 1. Be certain to explain the busi- services please contact your IBM Repre- ensure the statement of work is very ness impact of your problem to sentative who can help direct you to clear as to whose responsibility it is to the service representative resources who can discuss your needs. work suspected code defect issues with IBM, to ensure proper entitlement for Your Responsibilities remote support. IBM does not warrant that our products Problem handling Best Prac- are defect free, however we do endeavor tices to fix them to work as designed. You may be surprised to learn you play a key We have found that the following role in this effort. Our remote software practices, help us to ensure we can support is available to provide you assis- provide the most timely resolution to tance and guidance, however we assume your question or problem:

19 June, 2014

2. Raise the Severity Level of the IBM’s technical conferences. One problem of the primary objectives of user 3. Ask to speak to the person’s groups such as GUIDE, SHARE, manager - Escalations to an COMMON, or the TECHNICAL IBM manager will receive INTERCHANGE is to collect user prompt attention and manage- requirements for future releases of ment focus. You can find con- our software products. Technical tact numbers for your geograph- conferences provide an excellent op- ic area in the IBM Directory of portunity for you to discuss require- worldwide contacts. ments directly with our development 4. Ask for a “Duty Manager” - The teams. Duty Manager or field manager will work with our technical If you do not have the opportunity staff to ensure your request is to attend user group meetings or being handled appropriately. would simply prefer not to wait until 5. After allowing the Duty Man- the next meeting, you can search ager time to make an impact, if for similar requirements or open a further escalation is required requirement through IBM’s Request then open a Complaint or for Enhancement (RFE) Community. nominate as a Critical Situa- tion (“CritSit”), if warranted, by Survey asking any member of your IBM After your problem has been closed, Client team to do so on your you may be randomly selected behalf. to participate in a web survey to determine your satisfaction with the Reopening A PMR/Incident/ way your problem was handled. The Support Case survey focuses on three elements; If the recommendations that we pro- ease of opening the problem, remote vide you to resolve your problem fail support, and overall. to satisfy your requirements you may reopen the PMR/Incident/Support As I said earlier in this book, I think Case by calling your local support IBM has the best software support in center and referencing the original the industry, and our support teams PMR/Incident or Support Case are judged on the overall scores. number. (Note: For IBM PMRs/In- Quite frankly, anything less than cidents this must be done within 28 “very satisfied” says they haven’t days of original closing date). delivered to my promise to you. Be honest with your rating, but try to Submitting Software Require- focus on the service you were given ments and the competence and helpful- Sometimes what appeared to be a ness of the individual or individuals defect turns out to be “working as involved in the problem. designed” (or “broken as designed” as some Customers phrase it). If that’s the case, the most effective vehicle available to provide IBM software development your software requirements is to attend one of

20 June, 2014

Preventing Problems

Regardless of what type of system you for a specific product defect. A fix is also Stay Informed are running, from the largest main- called a patch, program temporary fix frame to the smallest laptop, you want (PTF) or update. A fix pack is a cumula- We know it’s hard to stay informed. your system to be available when you tive fix that resolves multiple product That’s why we have a system that will e- need it to get your work done. The defects. It is also referred to as a patch, mail you when new fixes or alerts come data should also be secure from loss or update or preventive service package. An out. You create a profile indicating what contamination, ensuring confidence upgrade is a new version of software with kinds of information you’re interested in the accuracy of the results. IBM new functions added.” in, so you only receive the information recommends the installation of Pre- you’re looking for. There are different ventive Service Packages to proactively Fix Central types of automated information: avoid impacting problems caused by software defects already known and Fix Central makes it simpler to find Support Subscriptions can be set up via corrected by IBM. the fixes from IBM, you can search by My Notifications product, operating system, release, or Preventive Service Packages even by APAR ID or fix ID. IBM product Allows you to receive security adviso- teams are in the process of adopting this ries and alerts that maintenance fixes The delivery mechanism and media delivery option, so if the fix you want is are available. See the website for the varies by operating system platform not available through Fix Central, it will complete list of what you can sign up (see the table on the next page) and in be available on the product support page. for. The basic free service is extremely some case by the software product, but Fix Central can be found at helpful, but you can also choose to the idea is the same: to install fixes http://www.ibm.com/eserver/support/ expand the capabilities of this service. for bugs (APARs) that may affect the fixes/ For System z, information about Secu- stability of your system or the security rity / Integrity APARs and the ability of your data BEFORE you experience High Impact APARs to receive notifications can be found a problem. at http://www.vm.ibm.com/security/ IBM also maintains a list of fixes for aparinfo.html Preventive Service Packages are High Impact APARs that should be updated frequently. If you have a conscientiously installed between fix System z Platform -- PSP and stable environment where you never pack installations, depending on the EnhancedHolddata encounter problems, you do not need applicability to your environment. These to install every package. However, APARs are categorized as “HIPER” we recommend periodic installation, which means the problems they describe Lists of fixes for these HIPER APARs since fixes are nearly always built at and fix are in one or more of the follow- are available from IBM Software Support the latest maintenance level. Keeping ing categories: in Preventive Service Planning (PSP) fairly current with service will reduce • Problems that cause the destruction the volume of change required should and/or contamination of customer you need a fix for a problem you are data. experiencing. The frequency of these • Problems that cause the customer installations will be based on your to re-IPL, reboot, recycle, or operating environment. Before mak- restart one or more systems ing major changes, such as adding or subsystems. new hardware, software or even major • Problems that cause a major applications, you should consider in- loss of function. stalling maintenance. There is a chart • Problems that cause severe on the next page with a summary of impact to system perfor- maintenance recommendations by mance or throughput. software platform. To locate more information, navi- gate to the support page for a product There are several types of mainte- and search on “fix list.” nance. Typically, a fix is a resolution

21 June, 2014

Operating System Preventive Service Package Method Packaging Frequency /Platform

System p / AIX Technology Levels (TL) and Intermediate Fix Central TLs are accumulations of fixes, Approximately Service Packs (SP) See the IBM AIX OS Service Strategy new device support and semi-annual for Details and Best Practices at programming enhancements Technology levels http://www14.software.ibm.com/ TLs will receive maintenance Approximately webapp/set2/sas/f/best/ via SPs for 2 years starting with 8-12 weeks for SPs aix_service_strategy_v3.pdf AIX 5.3 TL6 and AIX 6.1 An AIX SP is an accumulation of fixes on top of its TL

System i5OS & OS/400 CUM CD-ROM Fix Central CD-ROM of recommended 3 - 8 per year Group PTFs, Service Packs, service Depending on HIPER PTFs age of the release z/OS Recommended Service Upgrade Customers use All uninstalled PTFs HIPERs reviewed RSU SMP/E Internet applicable to the recommended delivery system, customer’s selected SMP weekly zone with IBM RSU Quarterly recommendations (RSU) and service information (Enhanced HOLDDATA). Delivered electronically or (if too large for electronic delivery) via tape. Installed using SMP/E. VM Recommended Service Upgrade Customer orders Cumulative IBM Recom- 2-4 times a year RSU via ShopzSeries mended service, preapp.ied and prebuilt. Installed using VMSES/E VSE Recommended Service Level (RSL) Customer orders List of Recommended PTFs every 2-3 months by phone or from VSE Home Page Fast Service Upgrade Customer orders complete system with all PTFs every 6-12 months via ShopzSeries PTFs applied Not all options are available in all geographies

information “buckets”. (http://techsup- For the z/OS parallel sysplex environ- once every quarter for 12-month advance port.services.ibm.com/390/psp_main. ment, IBM has maintenance recom- notification of End of Service dates or links html ) In addition, this information is mendations at http://www.ibm.com/ to IBM announcement letters. With that available via Enhanced HOLDDATA. servers/eserver/zseries/library/white- information, you can be more proactive See http://service.boulder.ibm. papers/psos390maint.html. Preventive and efficient in planning product up- com/390holddata.html for details. IBM service takes a little time to do well, but grades. also offers services to notify you of these the returns to, system stability and data High Impact APARs as soon as a bypass integrity, make it worthwhile. or fix is available, or Local support ser- vices may also be available to help you Plan upgrades more effi- select preventive service or a preventive ciently service strategy to meet your specific needs. There is education on IBM Edu- Check the IBM Software Product Life- cation Assistant. cycle link from http://www.ibm.com/ software/info/supportlifecycle at least 22 June, 2014

Practices

IBM Software Support Starting in February 2008 the major- servers) which have their own policy. Lifecycle policy ity of Lotus, Information Management, The AIX Best Practices for system Rational, Tivoli and WebSphere branded maintenance have been consolidated The IBM Software Support Lifecycle IPLA products have been announced into a single PDF document for your policy specifies the length of time with an Enhanced Support Lifecycle convenience. You can reference this support will be available for IBM which provides support for a minimum document at http://www14.software. software from when the product is of five years, beginning at the date the ibm.com/webapp/set2/sas/f/best/ available for purchase to the time product is available for purchase (gen- aix_service_strategy_v3.pdf the product is no longer supported. eral availability date). To obtain the most accurate lifecycle IBM software customers can track • Display information for bundled information for your product, subscribe how long their version and release software, showing that all compo- to RSS updates and view the lifecycle of a particular IBM software product nents of a product bundle are sup- dates under the product lifecycle A-Z will be supported and will be able to ported for the same period of time. list visit: effectively plan their software invest- • Provide notice of End of Support http://www.ibm.com/software/support/ ment, without any breaks in support. (EOS) at least twelve months before lifecycle/ product support is withdrawn, giv- IBM may modify this policy at any time, Most system z software products ing you a reasonable period of time and will communicate the modification have a three year support period and to use the software before migrating and any exceptions via a product an- provide advance notice of withdrawal to a new version or release. Estab- nouncement letter, or in a general policy from support via an announcement lish effective dates for withdrawal of announcement. letter. Discontinuance of program product support in either April or service for the last release in a version September. Support Extensions of a software product is an indication • Display all information on lifecycle Support Extensions are accommoda- of IBM’s expectation that customers dates in one location, enabling you tions for Customers who are unable to will not experience a high level of to effectively plan your migration. migrate to a supported software product trouble due to program defects. When release within the time provided. IBM service is discontinued, corrections Products with a Standard Support will offer Support Extensions for the dis- to known problems remain avail- Lifecycle policy provide support for all tributed platform middleware products able, but the development team is products for a minimum of three years, with an Enhanced Support Lifecycle redirected to other work, and no new, beginning at the date the product is policy for a minimum period of 3 years tested corrections will be generated available for purchase (general availabil- following the product’s end of support for general use. Known problems may ity date). When service is discontinued, date. Support Extensions for the distrib- be reviewed and ordered via electron- corrections to known problems remain uted platform middleware products and ic vehicles such as the internet (e.g, available, but the development team is zSeries platform IPLA products with http://www.ibm.com/software/sup- redirected to other work, and no new, Standard Support Lifecycle policy for a port) however support provided by the tested corrections will be generated for minimum period of 2 years following IBM Client Support representatives, general use. Known problems may be the product’s end of support date. Sup- will be discontinued. At discontinu- reviewed and ordered via electronic port Extensions for the operating system ance of program service, associated vehicles such as the internet (e.g, http:// (Systems i, p, and z) products will services terminate as well, e.g. IBM www.ibm.com/support) however support continue to be handled on an individual Support Line and SoftwareXcel. The provided by the IBM Client Support product basis. IBM Customer Agreement (ICA) representatives, will be discontinued. To request support extension please con- for monthly license charge products Note: Some IBM products may not tact your IBM Sales Representative. (mainframe) provides information on adhere to these enhanced or standard notification requirements for discon- policies. Products not adhering to these IBM Middleware support on tinuance of program services. policies include but are not limited to unsupported operating sys- IBM Software that is sold “as is”, prod- tems For distributed software products ucts recently acquired by IBM, which IBM Software Support will provide (IBM software that is licensed under may still adhere to legacy lifecycle support for IBM middleware, assuming the International Program License agreements, and some operating system that middleware is still within its sup- Agreement, IPLA): software (example AIX VXX on pSeries port period. That support will con- tinue normally until such time that the 23 June, 2014

back-level operating system is identified you. and cloud-based services), for more as a probable cause of the problem or a targeted and discrete communications contributing factor, at which time you IBM does not possess the in-depth with entitled customers. Please visit may be asked to recreate the problem technical skills to diagnose Third Party IBM Secure Engineering for further on a supported level of the operating software problems. We must refer our information about these practices. system. customers to those Third Party software vendors for technical support when we IBM maintains information about se- Third party software and diagnose the problem is not with IBM curity problems which may arise on the Open Source software Software. Resource Link Security Portal. Third party software or code is included or bundled with some of our IBM of- A special case of the above is open Exchanging data with IBM ferings. This code is included for your source software which may be included Our software support specialists may convenience, but is not considered part as part of the solutions IBM provides. request that you send in the problem of the IBM program. These non-IBM Because this code is owned by the open information or test cases or that they be programs are licensed directly by their source community and not by IBM, it able to view it with you electronically. providers. You agree to use the non-IBM will be identified in the license materi- To accomplish this, you may be offered programs under the provider's terms als or in an attachment to the license several options by the IBM support spe- and conditions. These are provided in materials as "unwarranted". Because cialist. By the terms and conditions of the IBM licensing agreement which the code is not IBM's, there are no the applicable support agreements, this accompanies the IBM offering at time of expressed or implied warranties or information will be non-confidential purchase. indemnification. However, like the third (for example, not labeled “your com- party software described above, IBM pany confidential”) Because this software is included or does testing so that we are comfort- bundled with our IBM offerings, IBM able our programs will work with the Once your documentation is completely does testing to ensure the Third Party Open Source software and function as received by IBM approved means, products will work with IBM programs they were intended. Like the case of IBM will use it only for the purposes and function appropriately. Based on the Third Party software, IBM soft- for which it was provided - that is, to this, IBM Software support will diag- ware support will attempt to diagnose fix defects or to provide support for nose problems concerning customer suspected defects using our knowledge IBM products or services. We will not problems utilizing the knowledge of of the interaction of IBM code and the disclose it to other parties, except to how our IBM offerings work with the open source software. In some cases contractors of IBM who we may use to Third Party software. Once we have we may even have the source code and help us fix defects or provide support; concluded that the IBM program is may be able to provide workarounds for and we will delete, destroy or return it working correctly, but the issue still ex- reported problems, however the final when it is no longer required. If you ists, IBM must refer you, the customer, arbiter over whether a supported fix elect to have us return physical media, to the Third Party vendor for further can be provided may belong to the open you will be responsible for arranging for diagnosis. source community (hence, the "unwar- return transport of the media. IBM will ranted" designation). provide the tapes to your designated IBM provides these non-IBM programs carrier at the IBM location, but other- without any warranties or representa- IBM Secure Engineering wise will have no responsibility/liability tion, including, but not limited to, the Practices for return of the media. warranty of non-infringement and the Secure Engineering is an important implied warranties of merchantability or element of the overall IBM security For more information on exchanging fitness for a particular purpose. Under strategy. It is reflected in our internal diagnostic data with IBM, please refer no circumstances will IBM be liable for initiative that works to address the to the Service Users License Agreement any direct or indirect damages, includ- dynamic nature of security in our at http://www.ibm.com/de/support/ ing without limitation, lost profits, lost development process. IBM uses various ecurep/service.html. savings, or any incidental, special, or methods to communicate security vul- other economic consequential damages, nerability information to customers. We If you and the IBM support special- even if IBM is informed of their pos- use Security Bulletins when publicly ist agree, you may decide to send your sibility. Some jurisdictions do not allow disclosing security vulnerabilities dis- problem information or test cases to the exclusion or limitation of incidental covered in IBM offerings and leverages IBM. There are several approved meth- or consequential damages, so the above alternative tools and processes, where ods and tools that can be used. Please exclusion or limitation may not apply to appropriate (i.e., for System z, managed refer to the document “Exchanging

24 June, 2014

Information with IBM Technical Sup- port” for more information. The IBM support specialist working with you can help you set up the transfer. The following site discusses different ways to send and receive files to and from IBM: http://www.ibm.com/ software/support/exchangeinfo.html, and the following discusses how to use ECURep to send files to IBM: http:// www.ibm.com/de/support/ecurep/. You need to understand and acknowl- edge that IBM may use its global resources, including but not limited to, IBM Affiliates and personnel located in various countries, for the delivery of service and services. By sending us problem information, you warrant that none of your data exported to, or oth- erwise accessible by IBM is controlled as a defense article under the U.S. In- ternational Traffic in Arms Regulation (ITAR) or under any other country’s laws or regulations.

25 June, 2014

Additional Detail on Services

Passport Advantage and offering: lected Program defect corrections, Passport Advantage Express • IBM provides U.S. Citizen sup- if any, that it develops. (non-IBM Software Subscription & Support Cover- port via telephone, only to your product fixes, if any, are provided age information systems (IS) technical by the third party provider) • When you renew Software Sub- support personnel during the hours For all tiers of support, there is no limit scription & Support for a product at of 8 AM Eastern to 8 PM Eastern, to the number of technical support a site, you should renew Software Monday through Friday, excluding incidents that can be reported through Subscription & Support for all cop- national or statutory holidays. remote assistance. ies/licenses of that program at that • A Service Request will be created Remote technical support problems are site, no matter how you acquired and placed in an incoming queue reported to IBM by phone (not available those copies, and you must renew which is managed and handled by for IBM Entry Support) or by using the Software Subscription & Support for a U.S. citizen. IBM Service Request (SR) tool, located all copies/licenses of that program • IBM provides assistance for your 1) at www.ibm.com/support Refer to the for which you want technical sup- routine, short duration installation Contacting IBM section of this Hand- port. (Note: To be authorized to and usage (how-to) questions; and book for more information. upgrade you licenses or contact 2) code-related questions (“Sup- The Selected Support offerings are Technical Support with questions or port”). purchased via an annual subscription issues, the license must be covered • Information systems (IS) techni- and are available for purchase through with current Software Subscrip- cal support personnel can open Passport Advantage or Passport Advan- tion & Support.) Where applicable, an unlimited number of technical tage Express. Software Subscription & Support for support incidents. Developer Assistance both the host and the workstation • Response time objective of two IBM Selected Support offerings may licenses should be renewed. hours during prime shift for voice also include remote Developer Assis- • You are entitled to Software Sub- problem submissions. tance Incidents. This assistance goes scription & Support only on the For information on ordering the secure beyond the support provided through licenses covered. support, see http://www.ibm.com/soft- traditional remote technical support. • If you need technical support cov- ware/support/premium/contactus.html Under this feature, developers may erage or want to install a new ver- There is a similar offering for AIX and receive assistance with finding answers sion/release on one of the licenses Storage described on page 7 of this to specific programming questions, best with lapsed Software Subscription publication. practice usage of the product (i.e., the & Support coverage, you will need Application Programming Interface), IBM Selected Support Offer- to acquire “Software Subscription etc. Developer Assistance Incidents are ing (support-only offering for & Support Reinstatement”. This is intended to cover specific and short designated IBM no-charge the only way you will be able to duration questions. Professional services and non-IBM products) reinstate your licenses in Software offerings should be used for questions Subscription & Support. Remote Technical Support that are best resolved with an extended • Support may be accessed by your IBM has implemented a tiered approach program design review. technical support personnel who for the Selected Support offering. On a may or may not reside at your site product by product basis, up to 3 tiers Developer Assistance Incident coverage depending on the authorization may be made available: IBM Entry includes: your Site Technical Contact defined Support, IBM Enhanced Support and • Expert Development Assistance for them. IBM Elite Support. Support is delivered • Application Design and Architec- remotely via IBM’s support teams, and ture Assistance IBM Software Secure Support via U.S. includes: • Configuration Assistance Citizens • General usage and installation • Performance & Tuning Assistance IBM Software Secure Support via U.S. questions Unlike traditional remote technical Citizens complements the prerequisite • Product compatibility and interop- support where the number of requests IBM Passport Advantage Subscription erability questions is unlimited, the number of Devel- and Support by providing standard IBM • Interpretation of product documen- oper Assistance incidents that can be software support exclusively by U.S. tation reported to IBM is fixed, determined by citizens who are located in the United • Review of diagnostic information to the Selected Support offering purchased States. Data analysis and call data will help isolate the cause of a problem and varies by supported product. Devel- be contained in an isolated network • Basic configuration assistance and oper Assistance Incidents are reported within a facility that meets U.S. Govern- samples understanding to IBM in the same way as general ment security specifications. In this • IBM will make available to you Se- product usage questions or problems: by

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Support Only Offering IBM IBM IBM Entry Enhanced Elite Support Support Support following online support may also be available: Electronic Problem Submission Yes Yes Yes Voice Problem Submission No Yes Yes  Online documentation Number of electronic an/or voice problems Unlimited Unlimited Unlimited  Access to technical articles on IBM Soft- ware Support web sites Support Hours* 8am-5PM 8am-5PM 8am-5PM Mon-Fri Mon-Fri Mon-Fri  Access to technical forums on IBM (24x7 for Sev 1) developerWorks ( http://www-128.ibm.com/ developerworks/ ) Response Target ** 8 bus hrs 4 bus. hrs 2 bus. hrs  Access to relevant IBM DeveloperWorks Technical Contacts*** 1 2 Unlimited Newsletters and Articles

Developer Assistance Incidents **** Not Avail Variable Variable  Access to technical webcasts and events Professional services offerings (additional Availability Worldwide Worldwide Worldwide  charge) IBM Selected Support Offering Terms: Consistent with the Selected Support tier pur- *Times listed are for the customer’s time zone. Support is not available on public holidays for IBM chased, IBM will provide support only for the Entry Support and IBM Enhanced Support. Severity 1 support is available on public holidays for IBM copies of software covered under your agree- Elite Support ment.

**Response target is IBM’s objective to respond to your high severity support request. In some cases Independent Software Vendor (ISV), Systems the initial response could result in a resolution of your request, or it will form the basis for determining Integrator (SI) or Solution Providers: consistent what additional actions are required to achieve technical resolution of your request. with the Selected Support tier purchased, IBM will provide support only for the copies of soft- ***The Technical Contact is the individual designated by the client as the person to contact IBM for ware covered under you agreement during the support. All communication with IBM related to the IBM Support-only offering must be performed by internal development and maintenance phases Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, of your solutions. You are restricted from con- 3 or 5 Developer Assistance Incidents and IBM Elite Support will offer 0, 1, 2, 3, 5 or 10 incidents) tacting IBM with support issues that may arise from your end customers’ usage of the product **** The number of Developer Assistance Incidents will vary by supported product. Refer to the unless you have an OEM contract with IBM. announcement letter for the number of Developer Assistant Incidents included. (on a product-by- product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and IBM

phone or using the IBM Service Request sistance Incident component is (SR) tool, located at http://www.ibm. selected com/software/support. Each time you • Your technical contact should use one of your Developer Assistance understand that available Developer Incidents, your available incident count Assistance Incidents will be decre- will be decremented. mented by one incident To gain maximum benefit from your Designated Programs eligible for Se- Developer Assistance Incidents: lected Support are listed at: http://www. • Developer Assistance Incidents ibm.com/software/lotus/passportadvan- must be specifically requested tage/paselectedsupportprograms.html during the initial call or electronic The table at the top of the next page de- submission for support assistance scribes the features of Selected Support • If you access IBM Support via the in more detail. phone, advise the IBM Representa- Additional information: tive that Developer Assistance is In addition to traditional remote sup- being requested port and Developer assistance, the • If you access IBM support via SR, ensure that the Developer As-

27 June, 2014 •

How To

Site Technical Contact ware/support/help-contactus. and 2) be on your company’s SR (STC) for Passport Ad- html. The SR help desk will Authorized Caller list. vantage: then assist you with your request. For products where Software Please note that not all methods Maintenance is acquired Site Technical Contact of accessing remote technical through Passport Advantage Process for Adding Au- support are included in all sup- or other IBM sales channels thorized Callers: port offerings. The information (this is mostly the middleware The Site Technical Contact below applies to SR. on the distributed platforms), (STC) is responsible for ensuring Site Technical Contacts (STCs) that your company’s IS support The STC will be added as an need to be identified. Each personnel understand how to Authorized Caller by IBM. The site, including the originating work with IBM remote technical STC will then add Authorized and all additional sites, enroll- support. Callers to SR. After the STC is ing in the Passport Advantage added, they will receive an e-mail (PA) program must designate To take full advantage of the fea- Welcome Letter that is specifical- a Site Technical Contact (STC) tures and benefits of IBM’s sup- ly designed for their access to SR. responsible for the Software port services on IBM’s Software The STC is to follow the instruc- Maintenance offering at that Support Web site that includes tions in the e-mail Welcome Let- site. More information about web-based access to personalized ter. It is important that the STC the PA Site Enrollment Form features such as My Notifications, use the link embedded in the can be found on the PA Web entitled content, and IBM’s Ser- e-mail and follows the instruc- site at: http://www.ibm.com/ vice Request (SR)tool, you must tions contained in the e-mail software/passportadvantage. first register with IBM by going to ensure that their Authorized This person will be responsible to www.ibm.com/software/sup- Caller record is set up correctly. for: port and selecting “Register” that • allocating and/registering is located in the top right-hand After the STC has used the URL Authorized Callers to en- corner. If you already have an in the e-mail Welcome Letter to able them to have access to IBM ID and password from an- access SR the first time, they can electronic technical sup- other participating ibm.com web then access SR directly from the port. site such as Passport Advantage IBM Software Support Web site at • keeping all access and Online, you can use that same www.ibm.com/software/support, caller overall compliance ID and password to log in to the by clicking on the “Open service for the software products IBM Software Support Web site. request” tab, then click on “SR” within their site and use their IBM ID and pass- If you did not purchase your IBM’s Service Request (SR) is word to log in. IBM middleware through IBM’s electronic problem sub- Passport Advantage and do not mission tool that you can use to The STC is responsible for creat- have a Site Technical Contact create service requests to report ing and managing a list of Sec- or you do not know who your and manage issues you are hav- ondary Site Technical Contacts Site Technical Contact is, fill ing while installing or using IBM (SSTCs) and Authorized Callers out and send an SR contact software. To access SR, all users who can access SR. SSTCs can form at www.ibm.com/soft- must 1) be registered with IBM add Authorized Callers and sub- mit and create service requests.

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Authorized Callers can submit can approve or deny the request by Online (www.ibm.com/software/ and create service requests. To logging into SR, selecting “Rela- passportadvantage and choose the add Authorized Callers, users tionship management” from the Passport Advantage Online tab and must have first registered with left side of the page and selecting then “Customer sign in”) for any IBM and give the STC or SSTC “Manage nominations”, which is changes to your Passport Advan- their IBM ID. The STC then logs also located on the left side of the tage program contacts, including into SR, selects “Relationship page. If the user is approved, an the Site Technical Contact, to apply administration” from the left side e-mail will be sent to the new user there. of the page and then selects “Add containing instructions on how to caller”, which is also located on access SR. Enhanced Electronic Ca- the left side of the page. After a pabilities user has been added as an SSTC To access additional information on The enhanced electronic support or Authorized Caller in SR, a SR: features allows IBM to provide welcome e-mail will be sent to • go to our Support Web site at customers with “around-the-clock the new user with instructions on http://www.ibm.com/software/ self-service” capabilities. The how to access SR. The new user support/, click the “Assistance” chart at the bottom of this page can then electronically submit tab and then click “SR Help” outlines the electronic support and track service requests using • log into SR then click “Help” capabilities and their features. SR. Keep in mind the support or “SR Help” located on the Electronic support capabilities hours are the prevailing business left side of the page are found at url: www.ibm.com/ hours where the software is li- software/support and provide the censed, not where the authorized You can also access SR Help following: callers are (if they are remotely directly at www.ibm.com/sup- For more information on the located). port/electronic/portal/navpage. Software Maintenance Offering - a wss?category=25. valuable option in our Passport Users can also electronically Advantage program - please visit request access to SR by using Note: Adding and updating the the http://www.ibm.com/software/ the SR Caller Self-Nomination Authorized Caller information passportadvantage web site and form, which can be accessed by in SR applies only to SR. You review the tutorial. logging into SR. If you are not must update Passport Advantage a caller on a contract, the form will be displayed. Complete and Advanced Search Searching across multiple technical submit it. If you are already a repositories to resolve a problem or caller on a contract, and want answer a question you may have had to be added to another contract, Fix Download Download fixes to problems log into SR, select “Relationship Electronic Prob Submission Submit problems on line if you didn’t administration” from the left side find what you needed in your search. of the page, and then select “Add Establish real-time collaboration relationship” and complete and between you and our technicians, submit the form. when appropriate Personalization Customizable web views of support Each time a user requests access content based on user preferences to SR using the SR Caller Self- Automatic Lang Translation Dynamic web translation of technical Nomination form, the STC will content into one of several languages receive an e-mail notifying them of the request. The STC or SSTC Note: above services not available in all countries or for all products at this time

29 June, 2014

APPENDIX A: PROBLEM IDENTIFICATION WORKSHEET

Complete this form before calling Technical Support

This form helps you identify problems and assists IBM Technical Support in finding solutions.

System Information What is the failing product? What is the version and release number? What machine model, operating system, and version are running?

Problem Description What are the expected results? What statement or command is being used? What are the exact symptoms and syntax?

What is or isn’t happening, including exact error number and message text?

Is anyone else experiencing the problem? Is this the first time this operation has been attempted? Is this the first time this problem has occurred?

Environment When did this activity work last? What has changed since the activity last worked?

__ Hardware type/model __ Application __ Operating system/version __ Level of usage __ New product version/release __ Maintenance applied

If the problem does not occur every time, under what conditions does the problem not occur?

Is there any other software running on the system which may be conflicting with this product?

Problem Isolation Identify the specific feature of the software causing the problem.

Can the problem be reproduced? If so, please provide a reproducible test case or instructions on how to reproduce the error condition

30 June, 2014

Appendix B: Passport Advantage Site Technical Contact Information

Each site, including the originating Once registered and authorized on this STC Process for Adding and all additional sites, enrolling in site, a caller is able to: Authorized Callers: the Passport Advantage (PA) program must designate a Site Technical Contact • submit service requests through the The Primary Site Technical (STC) responsible for the Software EIS Web site. Contact (PSTC) is responsible for Maintenance offering at that site. More • access registered electronic support ensuring that your company’s IS information about the PA Site Enroll- provided in the support web site at: support personnel understand how ment Form can be found on the PA Web www.ibm.com/software/support to work with IBM remote technical site at: http://www.ibm.com/software/ support. passportadvantage. This person will be The following information will be pro- responsible for: vided in the support welcome letter that To take full advantage of the fea- will be sent to the STC along with their tures and benefits of IBM’s support • allocating and/registering Authorized Passport Advantage customer number services on IBM’s Software Support Callers to enable them to have access which is your unique identifier when Web site that includes web-based to electronic technical support. working with either voice or electronic access to personalized features • keeping all access and caller informa- problem submission. such as My Notifications, entitled tion current content, and IBM Service Request • overall compliance for the software Site Technical Contact Registration (SR), you must first register with products within their site Activity: IBM by going to www.ibm.com/ In order to access our technical support software/support and selecting The STC will be authorized to: Web site, you will be required to regis- “Register” that is located in the top ter with a current email address, IBM right-hand corner. If you already • add/maintain the Caller List on the customer number, and name. You will have an IBM ID and password from Electronic Incident Submission (EIS) be prompted to select your user name another participating ibm.com web Web site and password which will entitle you to site such as Passport Advantage • The STC is the only authorized caller access the site 24 hours a day, 7 days a Online, you can use that same ID to edit the Caller List for a site; Please week. Once registered, you will be able and password to log in to the IBM note that the callers you enable for to enter any number of IS personnel to Software Support Web site. support should be technically capable your authorized contact list. To simplify of working problems with the products the management of your contact list, Service Request (SR) is IBM’s elec- associated on their contract you will be able to set each authorized tronic problem submission tool that • change the status of the technical person to a status of “Active”, “Inactive”, you can use to create service re- caller, which will limit the caller’s ac- or “Terminated”. Please take the time quests to report and manage issues cess to remote support. to ensure that all of the authorized IS you are having while installing or personnel within your site are added using IBM software. To access SR, There are 3 levels of technical caller to this list. This will enable them to all users must 1) be registered with status: contact IBM on your behalf. Once you IBM and 2) be on your company’s have added your IS personnel to your SR Authorized Caller list. • Active - user can submit new Inci- authorized contact list, each authorized dents/PMR’s, as well as view/update contact must go to the website and Please note that not all methods of existing problems register prior to using the electronic accessing remote technical support • Inactive - user is in view-only mode - problem submission. are included in all support offer- and cannot create or update problem ings. The following information records/incidents Please ensure that all authorized applies to the SR tool only. • Terminated - user is not authorized to contacts have the information contained access support at all within the Support Welcome letter, links to this IBM Software Support Guide and URLs, and any other support notices you may receive during the period of your Software Maintenance coverage.

31 June, 2014

The STC will be added as an Users can also electronically request in”) for any changes to your Passport Ad- Authorized Caller by IBM when the access to SR by using the SR Caller vantage program contacts, including the contract is processed. The STC will Self-Nomination form, which can Site Technical Contact, to apply there. then add Authorized Callers to SR. be accessed by logging into SR. If After the STC is added, they will you are not a caller on a contract, the receive an e-mail Welcome Letter form will be displayed. Complete and that is specifically designed for their submit it. If you are already a caller access to SR. The STC is to follow on a contract, and want to be added to the instructions in the e-mail Wel- another contract, log into SR, select come Letter. It is important that the “Relationship administration” from the STC use the link embedded in the left side of the page, and then select e-mail and follows the instructions “Add relationship”. Complete and contained in the e-mail to ensure submit the form. that their Authorized Caller record is set up correctly. Each time a user requests access to SR using the SR Caller Self-Nomination After the STC has used the URL in form, the STC will receive an e-mail the e-mail Welcome Letter to access notifying them of the request. The SR the first time, they can then ac- STC or SSTC can approve or deny the cess SR directly from the IBM Soft- request by logging into SR, selecting ware Support Web site at www.ibm. “Relationship administration” from com/software/support, by clicking on the left side of the page and selecting the “Open service request” tab, then “Manage relationships”, which is also click on “SR” and use their IBM ID located on the left side of the page. If and password to log in. the user is approved, an e-mail will be sent to the new user containing The STC is responsible for creating instructions on how to access SR. and managing a list of Secondary Site Technical Contacts (SSTCs) and To access additional information on Authorized Callers who can access SR: SR. SSTCs can add Authorized Call- ers and submit and create service - go directly to our SR assistance requests. Authorized Callers can site at https://www.ibm.com/support/ submit and create service requests. electronic/portal/portal/navpage. To add Authorized Callers, users wss?category=25, and select your must have first registered with IBM country and give the STC or SSTC their IBM ID. The STC then logs into SR, - log into SR then click “Help” or selects “Relationship administration” “Help” located on the left side of the from the left side of the page and page then selects “Manage relationhips”,. After a user has been added as an Note: Adding and updating the Autho- SSTC or Authorized Caller in SR, a rized Caller information in SR applies welcome e-mail will be sent to the only to SR. You must update Passport new user with instructions on how Advantage Online (www.ibm.com/ to access SR. The new user can software/passportadvantage and then electronically submit and track choose the Passport Advantage On- service requests using SR. line tab and then “Customer sign

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Appendix C: Contacts

Contact via Web Open Service Request is a tool to help clients find the right place to open any problem, hardware or software, in any country where IBM does business. This is the starting place when it is not evident where to go to open a service request.

Service Request (SR) offers clients online problem management to open, edit and track open and closed PMRs by customer num- ber for all IBM software. Timesaving options: create new PMRs with prefilled demographic fields; describe problems yourself and choose severity; submit PMRs directly to correct support queue; attach troubleshooting files directly to PMR; receive alerts when IBM updates PMR; view reports on open and closed PMRs.

You can find information about getting help for SR at http://www.ibm.com/software/support/help-contactus.html

IBMLink - SoftwareXcel support contracts offer clients on the System z platform the IBMLink online problem management tool to open problem records and ask usage questions on System z software products. You can open, track, update, and close a defect or problem record; order corrective/preventive/toleration maintenance; search for known problems or technical support informa- tion: track applicable problem reports: receive alerts on high impact problems and fixes in error; and view planning information for new releases and preventive maintenance.

Contact via phone

f you have an active service contract maintenance agreement with IBM , or are covered by Program Services, you may contact customer support teams via telephone. For individual countries, please visit the Technical Support section of the IBM Directory of worldwide contacts at http://www.ibm.com/planetwide/ .

To contact your local IBM Sales team, please also visit the IBM Directory of worldwide contacts at http://www.ibm.com/planet- wide/ .

Note: the geography phone numbers have been removed from this document. Planetwide (pointers above) will be IBM’s sole source for contact information.

33 June, 2014

Appendix D: IBM Acquisitions

Welcome, clients and customers of • Algorithmics IBM SUPPORT FOR BIGFIX acquired software companies. We will • Ascential be working over the coming months • Coremetrics IBM’s acquisition of BigFix, brings to integrate the support for acquired • Curam capabilities that enable customers an product support organizations into • Datacap intelligent way to secure the enterprise IBM. • Encentuate by managing and automating security • Exeros and compliance updates on thousands With most IBM Software acquisitions, • I2 of computers around the globe. IBM strives to deliver a consistent • ILOG integration of the acquired company’s • Iniate Effective 1 February 2011, BigFix technology within an IBM product • Micromuse product support was integrated into portfolio. However, there is a transition • MRO Maximo IBM. The IBM Software Support period during which existing client • Ounce organization will provide support for contracts and support delivery may • Star Analytics BigFix products under the end users’ be available to you based on current • Tealeaf existing agreements for the remainder legacy support contracts, or using exist- • Unica of their contract terms. ing support infrastructure and contact • Vallent methods. The information on these As a BigFix customer, you will receive pages is intended to give you a starting IBM SUPPORT FOR ASPERA a Welcome letter from IBM detailing point on what to expect for support En December 19, 2013 IBM acquired the new process for contacting and through this transition from your Aspera. Aspera’s technology helps obtaining support for your BigFix legacy support to the IBM Support Of- companies securely speed the move- products. For all new customers after ferings described earlier in this book. ment of massive data files around January, 2011, you will receive an the world. Licensed to clients and IBM Customer Number at the time of To lend continuity to customers of ac- partners either in the cloud or on purchase along with details on how quired companies, IBM uses a system premise, Aspera’s high-speed transfer to contact IBM Support for your IBM called Flexible Contract Terms (FCT). technology reduces transmission Tivoli Endpoint Manager Product. FCT allows customers to temporarily times for large files or data sets by up continue most support terms negotiat- to 99.9 percent – potentially cutting a For more details on IBM Support, ed while product was under the Legacy 26 hour transfer of a 24 gigabyte file, please see Support portfolio section of Company’s branding. Customers will sent halfway around the world, down the IBM Support Handbook, sections be provided information on how to to just 30 seconds. Aspera’s patented on “Assistance Provided” and “Main- move from FCT to the enterprise- fasp™ technology overcomes inherent tenance acquired through Passport hardened IBM support offerings. These bottlenecks in broadband wide area Advantage or Passport Advantage IBM offerings carry many benefits our networks that slow the transfer of Express”. customers have come to expect from extremely large files, such as high- IBM branded products. definition video or scientific research files, over distance. The annual, renewable subscription support offering is priced per Server. At http://asperasoft.com/support/ you will find contact centers to reach out Fully Integrated Acquisitions to, should you have any questions re- The following past acquired companies garding this transition. For the latest and their support programs have been information regarding the Technical fully integrated into IBM Products Support transition, refer to the IBM and support offerings, please refer Aspera Support Communication page to support portfolio for definitions of at http://www-01.ibm.com/software/ offeringss: info/aspera/support/ .

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IBM SUPPORT FOR CLARITY for developers of web and mobile ap- For all resources associated with the tran- plications without the need to manage sition to IBM Support, visit http://www. On October 21 2010, IBM complet- the Database infrastructure. Cloudant ibm.com/software/data/cognos/customer- ed the acquisition of the software will be transitioning to IBM systems center/dbwi/index.html portfolio of Clarity Systems, Inc., and business practices over the next a privately held business analytics 9-12 months. In the meantime, cus- Cognos Support offerings company headquartered in Toronto, tomers using a Cloudant product will Canada. Clarity Systems delivers be supported by the current Cloudant Cognos Support offers Support Plans financial governance software that Customer Support team, using exist- specific to Cognos software customers and enables organizations to automate ing systems and practices and under Appliance customers. Cognos software the process of collecting, preparing, the terms of their current mainte- customers purchase software from IBM certifying and controlling financial nance agreement. Modifications to Cognos and install and maintain such statements for electronic filing, in existing processes will be communi- software on their own hardware, whereas support of mandates by the SEC cated to customers prior to changes Appliance customers purchase hardware and other financial regulatory taking effect. More information can from IBM Cognos on which software solu- agencies. To significantly reduce be found at https://cloudant.com/. tions are pre-installed and configured. the risks of potential error and the lengthy times required to create IBM SUPPORT FOR COGNOS All Support Plans are founded on: and file financial documents, Clar- PRODUCTS ity Systems software allows finance 1. Product (Appliance) Continuation: professionals to seamlessly inte- IBM Cognos business intelligence (BI) access to various new and upgrade grate information for more efficient and financial performance manage- releases of software and/or hardware. planning, consolidation and finan- ment solutions deliver world-leading cial reporting. In January 2012, enterprise planning, consolidation 2. Online Support: 24x7, self-serve legacy Clarity Systems customers and BI software, support and services access to Web resources such as moved to the IBM support systems to help companies plan, understand Technotes, Proven Practices (White for case management. A Welcome and manage financial and operational Papers) and Product Downloads (if to Support letter was sent and Cli- performance. IBM Cognos solutions applicable) The difference between ent Experience webinars conducted bring together technology, analyti- the plans is in the Assisted Support prior to this move. The in country cal applications, best practices, and focus. local telephone numbers have a broad network of partners to give also changed and can be found at customers an open, adaptive and http://www.ibm.com/planetwide. complete performance solution. Over All open support cases have been 23,000 customers in more than 135 moved to the IBM Service Request countries around the world choose tool and can be accessed by using IBM Cognos solutions. the IBM Support Portal. Should you have any questions regarding Dates to note: support processes or the support integration into IBM, please e-mail • January 31, 2008: Acquisition of [email protected] Cognos by IBM completed.

IBM SUPPORT FOR CLOUD- • January 1, 2009: Transfer of ANT business from Cognos into IBM occurred. On February 24, 2014 IBM an- nounced the acquisition of Cloud- • June 1, 2009: IBM Support sys- ant, a leading NoSQL database as a tems and processes adopted. service provider founded in 2008. Cloudant provides a highly flexible, scalable rapid deployment offering

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3. Assisted Support: the support directly to PMR; receive alerts when your IBM Cognos software. Some of the services available to you when IBM updates PMR; view reports on key support features allow you to: you require live, interactive open and closed PMRs. support from IBM. The Cognos • Downloading IBM Cognos software. Support offerings available to Please refer to the Cognos Service customers include: Standard; Request page or information on service • Search IBM technical support Software Development Kit Code request topics such as: knowledge base, including Cognos Level; Advantage; and, Premier. resources. • When to submit a service request For any Cognos Support offering • Find troubleshooting, planning and purchased outside of IBM Passport • What steps to take before you installation documents Advantage, Express or Premium, submit a service request please see the Support Plans Guide • Open a service request (electronic for additional information. The Cog- • How to submit a service request problem submission tools). nos Support Plans Guide provides an overview of the plans offered before • How to escalate a service request • Access the IBM Support Handbook the acquisition of Cognos by IBM, and IBM Cognos Support Guides, including information on: SDK code- You can find information about assis- which contain detailed informa- level support; on-line support pro- tance for SR at the Contact the SR help tion about IBM’s software support grams; and, information on getting desk site. services. the most from your Support Plan. What is the Cognos Product • Connect with others via the Forums A Support Plan is a purchasable sup- Lifecycle? and Communities link. port service offering with defined de- liverables, rights, joint commitments Products released after January 1 2009 The web site also includes valuable and service levels. A Support Plan plus IBM Cognos 8 BI Version 8.4, administration information and help encapsulates the shared working fall under the Standard IBM Software features, such as: arrangement between you and IBM Support Lifecycle Policy. Please refer to Cognos Support. Support Plans are the following site for full details of this • Online Authorized Caller registra- also referred to as Support Offerings. policy: tion and list maintenance.

• The Cognos Support Plans • IBM Software Support Lifecycle • Site tours, including one for elec- Guide Policy tronic problem submission, at the Software Support Assistance loca- • FAQs for Cognos Customers and Products released before January 1, tion. Partners 2009, excluding IBM Cognos 8 BI Version 8.4, fall under the previous The Cognos Customer Center provides a Problem reporting for Cognos Cognos Lifecycle policy, as described good starting point for finding informa- customers in the Cognos Support Plans Guide. tion about Cognos Support, Professional Refer to the Cognos supported products Services and Education. The Service Request (SR) tool of- web page for the support status of your fers Cognos clients online problem product. Cognos Customer Center management to open, edit and track open and closed PMRs by customer Technical and business re- At Cognos we appreciate your business number. Timesaving options include: sources and look forward to working with you. create new PMRs with pre filled de- mographic fields; describe problems The IBM Cognos Software Support web yourself and choose severity; submit site is located at www.ibm.com/cognos/ PMRs directly to correct support support. This site provides access to a queue; attach troubleshooting files wide range of self service support for

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IBM SUPPORT FOR CONSUL port terms. For additional information IBM SUPPORT FOR DATAPOW- PRODUCTS regarding Daeja support please refer- ER PRODUCTS ence http://www-01.ibm.com/software/ Consul’s enterprise security audit- ecm/daeja/support/. IBM WebSphere DataPower SOA ing and compliance solutions col- Appliances are purpose-built, easy-to- lect and analyze vast quantities of IBM SUPPORT FOR DATAMIR- deploy network devices that simplify, user and system activity to monitor, ROR PRODUCTS help secure, and accelerate your XML report and investigate both mali- and Web services deployments while cious and accidental violations of On September 4, 2007, IBM acquired extending your SOA infrastructure. information use. DataMirror a public company based These new appliances offer an innova- in Markham, Ontario. DataMirror is a tive, pragmatic approach to harness Effective July 2007, Consul prod- leading provider of real-time changed the power of SOA while simultaneously ucts and support were integrated data capture software for dynamic enabling you to leverage the value of into IBM. changed-data integration, replication your existing application, security, and and high availability. networking infrastructure investments. As part of the transition of Consul Legacy Software products into IBM Datamirror provides Change Data Effective November 1, 2005, Data- Support, the Terms & Condition’s Capture (CDC) software with high Power appliances and support were (T&C’s) documented in existing performance, real-time data integration integrated into IBM. Consul contracts will be honored solution that addresses data integra- through the remaining length of tion challenges across heterogeneous Support for WebSphere DataPower the agreement, at which point, a environments. Native log-based CDC appliances will be provided by IBM mutually beneficial IBM service technology detects mission-critical data Support initiated through Software agreement may be negotiated. events in real time without impact- IBM Support for both firmware and ing system performance. Bidirectional hardware. Customers with 7x24 For more details on IBM Support, . real-time CDC synchronizes informa- contracts will continue to get the For more details see IBM Software tion between data sources to provide a off-shift support to which they are Maintenance under Enhanced single version of the truth throughout entitled. Additional information Support. an enterprise. IBM Information Server regarding DataPower support offerings Change Data Capture is fully integrated and self-help is available at: http:// For information regarding the into IBM Information Server and pro- www.ibm.com/support/docview. Consul acquisition, including Sup- vides real-time data feeds to DataStage wss?rs=2362&uid=swg21260903. port FAQs, Important links, and and Quality Stage. This information covers a range of Education opportunities, please see support topics including: the Consul support resources. As of April 28th 2008 Datamirror support has been integrated into IBM • WebSphere DataPower extended IBM SUPPORT FOR DAEJA Software Support. The IBM Software maintenance and support services Support organization will provide sup- • Specifics for customers with valid On September 19, 2013, IBM an- port for Datamirror products under the support contracts on how to con- nounced the acquisition of Daeja end users’ existing agreements with tact IBM WebSphere DataPower Image Systems Ltd. (“Daeja”), Datamirror for the remainder of their Technical Support leading provider of document and contract terms. • WebSphere DataPower SOA Appli- image viewing solutions for enter- ances Support page prise content management is now For information regarding the Datamir- • Firmware and documentation part of IBM. Support for the Daeja ror acquisition, including Support, downloads including a download product will be provided by IBM Downloads, and FAQs, please see the wizard and the existing acquired support following link. team. Effective April 1, 2014 the terms and conditions of support for the Daeja product will fall under the IBM Passport Advantage sup-

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• My Notifications weekly custom http://www.ibm.com/software/commerce/ world-class support to the FileNet e-mail with important news about emptoris/support/ customer base. the IBM products you select • IBM WebSphere DataPower SOA The following are the processes spe- Appliance forum on developer- IBM SUPPORT FOR e.SERVICE cific to the IBM ECM FileNet software Works Provides Customer access to Ascential’s download access. IBM SUPPORT FOR DE- private Web-based technical resource MANDTEC PRODUCTS center whereby you are able to search Ascential’s knowledge database, open Accessing older FileNet soft- On February 15, 2012 IBM acquired and update cases, order (as available) ware fix packs DemandTec. DemandTec delivers Rapid Releases, Product Releases and To request access for older fix packs of cloud-based analytics software to help Maintenance Releases, and view Prod- IBM FileNet software please contact organizations improve their price, uct notices. Please visit https://www. your local IBM Client rep. Your Client promotion, and product mix within the ibm.com/software/data/support/iis/ representative will make the necessary broad context of enterprise commerce: eservice/ to learn more about e.Service. request on your behalf. retail, business-to-consumer, and con- sumer goods. More information can be found at www.demandtec.com. For IBM SUPPORT FOR FILENET Accessing older FileNet software the latest Support updates, please refer PRODUCTS versions to http://www-01.ibm.com/software/ IBM® software support for Enter- To request code for older versions of IBM marketing-solutions/demandtec/sup- prise Content Management (ECM) is FileNet software please contact your Cli- port/. represented by a network of people, ent representative. Your Client represen- systems and services provides you with tative will contact make the necessary IBM SUPPORT FOR EMPTO- a single point of contact for 24/7 remote request on your behalf. RIS technical assistance. Software support also includes a subscription to code IBM only makes the current version On January 31, 2012 IBM acquired Emp- corrections and fixes, plus updates and of its software available for download. toris the world leader in strategic supply, enhancements to stay current with your Because of the differences in product category spend and contract management investment. Whether your ECM soft- lifecycle management between FileNet’s solutions that enable companies to maxi- ware is installed at a single location or legacy approach and IBM’s processes, mize financial performance and optimize in multiple sites around the world, our commercial risk. The company’s suite of technical specialists will work closely award-winning and industry-recognized with your support staff to: sourcing, contract management, spend • Maintain bottom-line pro- analysis, supplier lifecycle management, ductivity services procurement and telecom expense • Maximize system avail- management solutions are successfully used ability by Global 2000 companies. • Save you time Emptoris technical support will transition • Reduce your risk to IBM Support process and tools in the Effective, October 1, 2007, second quarter of 2013. In the meantime, FileNet products and support customers using any of Emptoris products were integrated into IBM, under will be supported by the current Emptoris Information Management | Technical Support team, using existing Enterprise Content Management systems and Practices. For information (ECM). There are few specific regarding the Emptoris Support, including changes to the FileNet Support Support phone numbers, access to open on- offerings or deliverables pro- line cases and important updates, please see vided to our FileNet customers. the Emptoris Transition Resources page at The Customer Support team is focused on continuing to deliver

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existing FileNet customers may have a grated into IBM ability management and auto-discovery legitimate need to obtain older versions of sensitive data. of FileNet software. By policy, these As part of the transition of FilesX versions are not available via the IBM Software products, IBM will be your Support for InfoSphere Guardium appli- software download site. The follow- primary support provider. The Terms ances will be provided by IBM Support ing describes the conditions under & Conditions (T&C’s) documented initiated through Software IBM Support which an old version of software can be in existing FilesX contracts will be for both firmware and hardware. obtained and the process to follow in honored through the remaining length order to obtain it. of the agreement, at which point, a SAdditional information regarding Info- mutually beneficial IBM service agree- Sphere Guardium support offerings and Versions of software that are not the ment may be negotiated. For more self-help is available at: http://www.ibm. current version but that are still sup- information on the applicable IBM com/software/data/guardium/ ported by IBM FileNet’s development support terms, see Support Portfolio organization and Support Foundation sections of IBM SUPPORT FOR INTELLI- this handbook. DEN As a general policy; this software is available without restrictions. In order IBM SUPPORT FOR GREEN HAT Intelliden is a leading provider of Intelli- to obtain a specific software version, gent Network Automation Solutions that contact your local Client representa- On January 11, 2012, IBM announced it enable organizations to control, manage tive, who will make the necessary had completed the acquisition of Green and scale their networks. With Intelliden request on your behalf. The following Hat, a privately held company jointly products, network-driven organizations information is required: headquartered in London, England and can enforce granular access control Wilmington, Delaware. Green Hat helps and security, automate configuration Customer contact name: customers improve the quality of software changes, help ensure network compli- Customer company name: applications by enabling developers to use ance, provision devices with enhanced Customer contact phone: cloud computing technologies to conduct levels of accuracy, and provide a normal- Customer contact e-mail: testing of a software application prior to its ized view of network resources, for virtu- Customer address: delivery. ally any vendor, type, model or operating Customer ICN: system. Intelliden’s innovative platform Product required (include version and As we move forward with the acquisition acts as the Trusted Source of Network OS): of Green Hat products, we have created Truth™ by providing the real-time state the Green Hat Support Overview page of the network – the key to helping IBM will make the requested product at http://www-01.ibm.com/software/ ensure accuracy across increasingly available for download to the customer rational/support/greenhat/ To ensure dynamic networks. It offers unmatched and will contact the customer to com- a positive transition experience for your scalability, is an open solution, and has municate the URL and process for organization, this simple webpage will be been proven in service providers, finan- download. This request may take 7 to your one-stop resource for support tools, cial services organizations, government 10 business days to complete. processes and critical transition dates. We agencies and other businesses dependent encourage you to bookmark and visit this on their networks. IBM SUPPORT FOR FILEX webpage regularly.

FilesX specializes in continuous IBM SUPPORT FOR GUARDIUM data protection and nearly instant data and application recovery IBM InfoSphere Guardium appliances software for enterprises and remote/ are virtual appliances purpose-built for branch offices. On April 21, 2008, real time database activity monitoring by IBM announced this acquisition deploying centralized and standardized and its integration into the IBM controls for real-time database security product family. and monitoring, fine-grained database auditing, automated compliance reporting, Effective October 2008, FilesX data-level access control, database vulner- products and support were inte- 39 June, 2014

and phone numbers from other IBM IBM acquired Intelliden February 16, tor and manage network vulnerabilities Support teams. 2010. and rapidly respond in advance of potential threats. ISS threat protection More information and resource links Effective August 24, 2010, Intelliden systems complement IBM’s Tivoli iden- will be made available here as we product support was integrated into tity and access management software, evolve the support experience for your IBM. The IBM Software Support addressing and managing customer IBM Kenexa offerings. Any new choices organization will provide support for security and privacy needs. or modifications to existing support Intelliden products under the end users’ processes will be communicated to existing agreements for the remainder The IBM X-Force® research and customers in a variety of channels, prior of their contract terms. For more details development team has also played a key to any change taking effect. on IBM Support, please see Support role in this acquisition. IBM has linked Foundation, sections on “Assistance the expertise of the X-Force with its Information on how to secure support Provided” and “Maintenance acquired own world-class research organization for any Kenexa offerings can be found through Passport Advantage or Passport and grown this capability by continu- at: http://www-01.ibm.com/software/ Advantage Express”. ing to recruit and train leading security support/kenexa/supportbasics.html specialists. IBM SUPPORT FOR INTER- More detail on Kenexa support can be NET SECURITY SYSTEMS On November 1st, 2010 the Support found in the Internet version of this PRODUCTS and Maintenance organization for IBM handbook: Security Solutions joined forces with http://www14.software.ibm.com/ Internet Security Systems (ISS), now IBM Software Support. IBM Software webapp/set2/sas/f/handbook/acquisi- IBM Security Solutions, is recognized Support will provide support for IBM tions.html#kenexa as a market leader in adaptive security Security Products under the exist- management, intrusion detection and ing agreements with ISS Support and IBM SUPPORT FOR LOM- prevention, and vulnerability manage- Maintenance for the remainder of the BARDI ment providing innovative solutions that contract term. help enable maximum protection from IBM’s acquisition of Lombardi, enterprise security risks. An estab- To access resources such as the knowl- completed on 25 January 2010, brings lished leader in security since 1994, edge base, documentation, white pa- capabilities that enable organizations to the IBM Security Solutions integrated pers, and XPU information, please visit quickly adjust their business processes security platform is designed to auto- the IBM Security Solutions Migration to support sudden and changing needs, matically protect against both known Page: http://www.ibm.com/support/ especially those that rely heavily on col- and unknown threats and protects docview.wss?uid=swg21447087 laboration to complete a task or project. customers from online attacks before they impact critical business assets. IBM SUPPORT FOR KENEXA Lombardi Blueprint, is a cloud based These solutions are based on the proac- tool, allows users to outline, document, tive security intelligence of the IBM X- In December of 2012, IBM formally diagram, analyze, and share process Force® research and development team acquired Kenexa. Kenexa will be transi- details. For more information on Lom- -- a world authority in vulnerability and tioning to selected IBM support systems bardi Blueprint as well as getting access threat research. and value added offerings over the next 6-12 months. In the meantime, custom- On August 23, 2006, IBM acquired ers using any Kenexa heritage branded ISS to bring its unique “ahead-of-the- offerings will be supported by the cur- threat” security approach to a broad rent IBM Kenexa support teams, using range of customers worldwide. ISS heritage Kenexa systems and prac- provides security solutions to thousands tices, under the terms of their current of the world’s leading companies and maintenance agreements. During this governments, helping to proactively time, new IBM Kenexa customers will protect against Internet threats across also be supported by heritage Kenexa networks, desktops and servers. ISS support teams which use different tools software, appliances and services moni-

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to Blueprint Customer Support go to the Netezza will be transitioning to IBM tioning to IBM Support systems and Lombardi Blueprint Website and select systems and business practices over business practices over the next few the support option once logged in. Lom- the next 3-6 months. In the meantime, months with a target completion date bardi Blueprint support is available via customers using Netezza Appliance of August 31, 2011. In the mean time, email only. You will find details behind products will be supported by the cur- customers using OpenPages products any transition of Blueprint into IBM when rent Netezza Technical Support team, will be supported by the current Open- they are available at the Lombardi Blue- using existing systems and practices Pages Technical Support team, using print Website . and under the terms of their current existing Openpages Support systems maintenance agreement. Modifica- and practices, and under the terms of Lombardi Teamworks, provides a unified tions to the existing processes will be the current maintenance agreement. business process management (BPM) communicated to customers prior to Modifications to the existing processes environment for collaborative process changes taking effect as well as being will be communicated prior to changes improvement. For more information on outlined here: http://www.ibm.com/ taking effect. Lombardi Teamworks and the details software/data/support/netezza_sup- behind transition of existing Lombardi port_comm.html. As an OpenPages customer, you have Teamworks customers into IBM go to the received a Welcome letter from IBM IBM Support Transition FAQ . The direct Web access to Netezza technical sup- detailing the new method for contact- IBM Customer Support link to Lombardi port may be found through the Netezza ing and obtaining support for your Teamworks can be found at the Web - Customer Support page (http://www. OpenPages products after August 31, Sphere Lombardi Edition Support Page. netezza.com/support/). The following 2011. For all new customers post May 1 link will provide you with the US toll 2011, you will receive an IBM Cus- Effective July 1, 2010, Lombardi will and toll free telephone number for esca- tomer Number at the time of purchase begin the Transfer of Business into IBM. lated incidences: http://www.ibm.com/ along with details on how to contact During this time your customer data will planetwide/ or select Contact Us from IBM Support for your IBM OpenPages begin migration into the IBM systems. As the bottom left corner of the Customer Products. an existing customer to Lombardi Sup- Center home page. port you will continue to use the existing The OpenPages Support Team will con- Support systems until you receive a Wel- For ongoing transition information tinue to focus on delivering customer come letter from IBM detailing the new related to the acquisition of Netezza satisfaction without compromise. As we method for contacting IBM Support. Your Appliance product maintenance and work to integrate OpenPages and IBM Welcome letter will detail instructions on support are documented at: http:// Support, we will offer OpenPages cus- how to obtain support on your Lombardi www.ibm.com/software/data/support/ tomers expanded capabilities through Teamworks products. For all new custom- netezza_support_comm.html. the existing IBM Support infrastruc- ers post July 1, 2010 you will receive an ture. IBM Customer Number at the time of IBM SUPPORT FOR OpenPages purchase along with details on how to For the most up-to-date information re- contact IBM Support for your Lombardi On October 21, 2010, IBM completed garding the Openpages Support transi- Products. the acquisition of OpenPages, a leading tion, visit the IBM OpenPages Customer provider of integrated risk manage- Center. Please visit the OpenPages IBM SUPPORT FOR Netezza ment solutions for global companies. Customer Support webpage for addi- The OpenPages Governance, Risk and tional information about the OpenPages On November 11, 2010 IBM acquired Ne- Compliance (GRC) Platform empowers Customer Support program. tezza. Netezza appliances combine stor- a risk based approach to identify and age, processing, database and analytics manage key business risks across the IBM SUPPORT FOR PSS SYS- into high-performance data warehouse enterprise. TEMS appliances that are purpose-built to make advanced analytics on big data simpler, Effective May 1, 2011, OpenPages will On October 21, 2010 IBM acquired PSS faster and more accessible. More informa- have completed the Transfer of Busi- Systems. (now PSS, an IBM Company), tion can be found at http://www.netezza. ness into IBM and existing customer a Mountain View, California-based pro- com/data-warehouse-appliance-products/ data will begin migration into the IBM vider of advanced capture technology. index.aspx systems. OpenPages will be transi- PSS Systems helps companies eliminate

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unnecessary legal risk, and discovery Support for Cases opened prior to The Client Care team can assist you and data management costs. Its Atlas September 1, 2011: with non-technical questions regarding Suite provides integrated software solu- how to use support, Passport Advantage tions for legal holds, discovery workflow, • Support Cases that were opened Online, the SR (Service Request) Tool, regulatory compliance and data gover- prior to September 1, will continue or entitlements. nance for customers. PSS entered the to be supported on the legacy PSS legal holds market in 2004 and claims case management system until IBM SUPPORT FOR SOFTEK the largest concentration of customers closure or management determina- and domain experts anywhere. tion to migrate to IBM tools. You Softek (Data Mobility Services) were will be notified of any changes in acquired by IBM in 2007. Softek is part Attention: All PSS customers: Sup- advance. of Global Technology Services, offering port for all PSS products will transi- data migration services and tools that tion to the IBM Support infrastruc- Accessing Support documentation: can enable nondisruptive, online migra- ture as of September 1, 2011. tions to reduce costs, optimize infra- • FAQs and other PSS Support structures and increase productivity. Effective September 1, there are content will remain on the PSS changes you will need to prepare for, Customer Portal until further Ongoing support for Softek products including: notice. will be provided under the current terms and methods within the existing To open a new case: What you need to do: contracts; to access support for these Softek products please visit http:// • Use your unique IBM Customer • Make sure you are familiar with www-950.ibm.com/services/dms/en/ Number (ICN) when calling in your ICN (IBM Customer Number). support/ for support or when requesting support online through the IBM • Perform required actions to add For customers seeking Softek Annual Service Request system. your approved authorized callers Maintenance Renewals via the 1-877- under your organization’s ICN via 426-6006, select option 2 is for Invoic- • Open a Service Request using the the Support Portal user adminis- ing/Renewals/Maintenance. IBM Support Service Request (SR) tration tools. system instead of opening a Sup- SPSS port Case on PSS Support Portal. • Review the tutorial contents on PSS support portal https://support. IBM SPSS predictive analytics helps • Replace PSS Support phone pss-systems.com/node/1494 to your organization anticipate change so numbers with IBM Support ensure you have proper access to that you can plan and carry out strate- phone numbers. For the U.S. it is IBM support infrastructure. gies that improve outcomes. By applying 1-800-IBM-SERV or 1-800-426- predictive analytics solutions to data 7378. • Review this IBM Support Hand- you already have, your organization can book and the notification letters uncover unexpected patterns and as- Visit our Planetwide ( http://www.ibm. for further instructions on how to sociations and develop models to guide com/planetwide ) site for the appropri- utilize Assisted Support at IBM. front-line interactions. This means ate in-country technical support phone you can prevent high-value customers number. We anticipate you and your organiza- from leaving, sell additional services to tion will experience a smooth transition current customers, develop successful • You cannot open a Service Request to IBM Support. During this process products more efficiently, or identify (case) via e-mail we are available to answer any ques- and minimize fraud and risk. Predic- tions you may have, and to handle your tive analytics gives you the knowledge To download patches and updates ongoing products and service needs. to predict…and the power to act. for current versions of IBM Atlas Should you have any questions regard- Suite software: ing getting set-up to engage through IBM Support, please contact our Client • Use IBM’s Fix Central Care team at [email protected] .

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Dates to note Suite (including MCF and MCS) a repository or specialty application to • October 1, 2009 : Acquisition of • IBM Sterling File Gateway deliver immediate ROI. More informa- SPSS by IBM completed. • IBM Sterling Certificate Wizard tion can be found at http://www.ibm. • Mobile Applications com/software/info/storediq. Technical • October 1, 2010: Transfer of busi- • Mapping support for StoredIQ products, IBM ness from SPSS into IBM oc- Note for all other products or services Unstructured Data Identification and curred. not included in the above list, it is busi- Management, IBM eDiscovery Iden- • April 1, 2011: IBM Support systems ness as usual using heritage Sterling tification and Collection, IBM Policy and processes adopted by SPSS Commerce processes for submitting Assessment and Compliance, and IBM Support. cases to support. Continue to go to Desktop Data Collector can be obtained http://customer.sterlingcommerce.com through the support portal at http:// SPSS is part of the IBM Business for all your support inquiries. www.ibm.com/software/support or by Analytics brand at IBM. Please see our calling 1-800-IBM-SERV. Business Analytics home page in the IBM Support will provide support for IBM web site, and the support section the Sterling Commerce products listed IBM SUPPORT FOR TELELOGIC in that page for additional help with get- above under end users’ existing agree- PRODUCTS ting support at IBM. ments with Sterling Commerce for the remainder of their current terms. For Telelogic solutions automate and sup- IBM SUPPORT FOR STERLING more details on IBM Support, please port best practices across the enterprise COMMERCE see Support Foundation, sections on - from powerful modeling of business Assistance provided and Maintenance processes and enterprise architectures On August 27, 2010 IBM acquired Ster- Acquired through Passport Advantage. to requirements-driven development ling Commerce, an AT&T Company; of advanced systems and software. now Sterling Commerce is part of the For information regarding the Ster- Telelogic’s solutions enable organiza- IBM Corporation. . Sterling Commerce ling Commerce acquisition, including tions to align product, systems, and helps organizations worldwide increase Support FAQs, important links, and software development lifecycles with business agility in their dynamic Education opportunities, please see the business objectives and customer needs business network through innovative Sterling Commerce Transition Re- to dramatically improve quality and solutions for selling and fulfillment and sources page at http://www.ibm.com/ predictability, while significantly reduc- for seamless and secure integration with software/commerce/support/ ing time-to-market and overall costs.. customers, partners and suppliers. Review the Sterling to IBM Support Effective February 1, 2009, Telelogic On 1 February 2012, legacy Sterling Transition webinar for detailed informa- product support was integrated into Commerce customers have moved tion on using IBM’s Service Request IBM. The IBM Software Support to the IBM support system for case option on the Support Portal. organization will provide support for management. The in country local tele- Telelogic products under the end users’ phone numbers have also changed and IBM SUPPORT FOR existing agreements for the remainder can be found at http://www.ibm.com/ STOREDIQ of their contract terms. For more details planetwide . All open support cases on IBM Support, please see Support have been moved to the IBM Service On December 19, 2012 IBM announced Foundation, sections on Assistance Request tool and can be accessed by a definitive agreement to acquire Provided and Maintenance Acquired using the IBM Support Portal. This StoredIQ. Industry-leading companies through Passport Advantage. includes all customers of the following rely on StoredIQ’s Active Information applications: Management solutions to solve Big Data For information regarding support • IBM Sterling Connect products problems and manage their information delivery for Telelogic products, please • IBM Sterling Gentran products more efficiently to reduce cost and risk. see Rational Support - Telelogic Support • IBM Sterling Control Center Quickly deployed within the enterprise, Overview. • IBM Sterling Secure Proxy StoredIQ discovers, analyzes and acts • IBM Sterling B2B Integrator on what’s important across petabytes of • IBM Sterling Total Payments data where it lives, without moving it to • IBM Sterling Selling & Fulfillment

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IBM SUPPORT FOR TRIRIGA independent of IBM and IBM makes no using any of Varicent’s products will be representations or warranties regarding supported by the current support team, On March 22, IBM announced that it the content and has no control over the using existing systems and practices. has completed the acquisition of TRI- operation of such non-IBM Web sites. In Modifications to existing processes will RIGA Inc., a leading provider of facility addition, a link to a non-IBM Web site be communicated to customers prior to and real estate management software does not mean that IBM endorses that changes taking effect. For the latest in- solutions. Web site or has any responsibility for the formation regarding the Technical Sup- use of such Web site. port transition, refer to the IBM Varicent TRIRIGA provides the industry’s most Customer Center . Should you have any extensive functionality in an Integrated IBM SUPPORT FOR URBAN CODE questions regarding support processes or Workplace Management solution. TRIRI- the support integration into IBM, please GA’s technology provides customers with On 22-Apr-2013, IBM announced the e-mail [email protected] unmatched business agility to rapidly acquisition of UrbanCode adding to the configure and reconfigure the applica- DevOps portfolio. Based in Cleveland, IBM SUPPORT FOR WATCHFIRE tion as customers’ needs change. With Ohio, UrbanCode automates the delivery PRODUCTS an outstanding network of consultants, of software, helping businesses quickly partners, industry experts, and market- release and update mobile, social, big Watchfire provides Web application leading customers, TRIRIGA delivers data, cloud applications. Visit IBM’s security testing and compliance man- unparalleled experience and expertise. news room for the full press release. agement software and services that help As a leader in workplace management clients evaluate, understand and resolve solutions, TRIRIGA will strengthen IBM As we move forward with the acquisi- issues impacting their online businesses. smarter buildings solutions. tion of UrbanCode products, we have More than 800 enterprises and govern- created the UrbanCode Support Transi- ment agencies-including global financial The Transfer of Business occurred on tion Overview page at (http://www.ibm. services, communications and high-tech November 1, 2011. TRIRIGA support com/software/rational/support/urban- companies-rely on Watchfire products to will transition to the IBM support sys- code/). To ensure a positive transition help them identify, report and remediate tems starting November 14 and clients experience for your organization, this security vulnerabilities and compliance will be notified when they should begin simple webpage will be your one-stop requirements. to use IBM support programs, and we resource for support tools, processes and intend to complete this transition by critical transition dates. We encourage Effective April 2008, Watchfire product year-end 2011. you to bookmark and visit this webpage support was integrated into IBM. regularly. For information regarding the TRIRIGA The IBM Software Support organization support transition, including links and IBM SUPPORT FOR VARICENT will provide support for Watchfire prod- education about IBM Support program, ucts under the end users’ existing agree- please see the TRIRIGA Support FAQs. On May 23 2012, IBM compleed the ac- ments with Watchfire for the remainder Support for the TRIRIGA products will quisition of the software portfolio of Vari- of their contract terms. For more details be handled by both IBM’s TRIRIGA cent Software, Inc., a leading provider of on IBM Support, please see Support technical support teams and IBM Part- analytics software for compensation and Foundation, sections on Assistance ners. sales performance management head- Provided and Maintenance Acquired quartered in Toronto, Canada. Varicent’s through Passport Advantage IBM SUPPORT FOR U2 PROD- software automates and analyzes data UCTS across sales, finance, human resources and IT departments to uncover trends Rocket Software, Inc. acquired the IBM and improve sales performance and op- UniVerse and UniData (U2) product line erations. The acquisition enhances IBM’s on October 1, 2009. All future informa- Smarter Analytics capabilities across line tion regarding the U2 products will be of business operations in all industries. available from Rocket. Please refer to the Rocket website www.rocketsoftware.com/ IBM Varicent customers will be tran- u2/. When you access non-IBM Web sitioning to IBM systems and business sites, even though they may contain the practices over the next 6 months. In IBM logo and content regarding IBM’s the meantime, IBM Varicent customers products and services, such Web sites are

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Watchfire users who purchased support from a Watchfire business partner should continue to contact that same business partner to report an issue with Watchfire software.

For information regarding the Watch- fire acquisition, including Support communications, FAQs and impor- tant links, please see the Watch- fire Support resources at http:// www.ibm.com/support/docview. wss?rs=1090&uid=swg27011627.

IBM SUPPORT FOR XTIFY

On October 3, 2013 IBM announced the acquisition of Xtify Inc., a leading provider of cloud-based mobile messag- ing tools that help organizations improve mobile sales, drive in-store traffic and engage customers with personalized of- fers. Xtify was launched in 2009 to help brands and marketers stay connected to their mobile customers who increasingly want their information and entertain- ment on the go. The premise was simple: content and promotional offers are far more useful when delivered directly to consumers at the time and place in which they can act on them immediately. In other words, relevancy is key. More information can be found at http://www. xtify.com. Xtify will be transitioning to IBM systems and business practices over the next 4 - 8 months. In the meantime, customers using any Xtify products will be supported by the current Xtify Tech- nical Support team, using existing sys- tems and practices and under the terms of their current maintenance agreement. Modifications to existing processes will be communicated to customers prior to changes taking effect.

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Appendix E: IBM Canada’s Remote Technical Support Offering

Base or Program Base or Foundation Premium Offerings Task Custom Offerings Services Tasks Offerings Tasks (perform) (perform)

• Individual reported • Installation assistance • Outline exact steps to add a • In addition to selected errors during a product (i.e. clarification of a new device tasks premium offerings: • Analyze system reports (e.g. install single step in a process) • Customized service plans • General guidance for Traces) and provide recommen- • Purpose built tools and • How to diagnose re- dations product installation. reports ported problems • Interface with third party to • Problem determination, Assist with general assist in resolving network con- • Service Level Objectives problem source iden- questions on product nectivity problems (may be via • Service Level Agreements tification, dump trace usage and operation dial-in or voice) • Account advocacy with analysis • Interpret manuals re- • More complex or detailed ques- structured problem man- • Assist with diagnosing garding IBM Code and tions than those covered by a agement reviews interfaces between IBM application interface foundation offering • Provide instructions on how to Code and application • Interpret publications on the use or purpose collect necessary documenta- • Assist with diagnosing tion (for non-IBM problems) of a User Exit. Provide a the interfaces between • Review configuration and rec- IBM Code and User sample if one exists. ommend corrective actions Exit programs • Provide available con- • Basic review, recommendations • Assist with incorrect figuration samples or configuration of parameters publications via a • Interpret and clarify • In-depth review, recommenda- reporting error publications tions or configuration of param- • Questions / recommen- • General questions on eters in a complex environment • Review performance data sent dation on maintenance maintenance philosophy • Short duration, general in for analysis. In-depth per- level, PTFs, APARs formance analysis/tuning. usage assistance ques- • No trouble found, prob- • Upgrade planning, capacity lems, or errors (error tions planning or review of customer not re-producible) • Provide instructions on plan • Provide guidance on how to collect necessary • Diagnose or review the user collection of docu- documentation (Cus- application code without a mentation to resolve tomer documents or specific reported IBM error problems data may be required) • Diagnose or review user exit code or write it (excluding the • (Customer documents interfaces within the scope of may be required by defect support) Defect Support Group) • Write samples (e.g. Application programming) • Perform or provide step-by-step • Assistance (e.g. Recover a database, catalogue, data, or network configuration) • Guide through or analyze requirement for application of system maintenance (beyond short duration how-to) (Cus- tomer documents or data may be required)

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APPENDIX F: APAR Closing Codes and Acronyms

The following are the official SUG closing codes for APARs The APAR does not describe a program- ming error but suggests a change to the CAN code. An APAR should never have been created or the customer has requested that the record be cancelled. An APAR UR1 can also be closed CAN when develop- Unable to Reproduce - The problem ment determines that the problem is could not be reproduced on the next not with their code. release to be available. The APAR was opened for a release which was support- ed at the time the problem was received. DOC The problem was caused by an error in the documentation. UR2 Unable to Reproduce - The problem could not be reproduced on the next DUx release to be available. The APAR was The problem reported is a duplicate, opened for a release which was NOT already addressed by an existing supported at the time the problem was APAR. Includes DUA, DUB, DUU received.

FIN UR3 Fix If Next. The problem will be fixed Unable to Reproduce - The problem in the next level (if there is a next could not be reproduced on a cur- release). rently supported release. The APAR was opened for a release which was support- ed at the time the problem was received. MCH The problem was caused by a micro- code or hardware failure. UR4 Unable to Reproduce - The problem could not be reproduced on a cur- PER rently supported release. The APAR was A programming error was found and opened for a release which was NOT will be corrected. supported at the time the problem was received.

PRS A programming error was found but UR5 will not be corrected. The error will be Unable to Reproduce - The problem a permanent restriction in the product. could not be reproduced on the release on which the problem was originally occurred. RET The record was returned to the APAR submitter because more information USE was needed. The problem was caused by a user error.

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Acronyms & other terms

The following terms and CSD or components. A fix pack can be ap- acronyms are used frequently Corrective Service Delivery. Means plied on top of any previously shipped in the course of solving by which some products deliver their maintenance to bring the system up your problems. service. to the current fix pack level.

APAR Authorized Program Analysis Report. CUSTOMER CRITICAL PROBLEM FSS A formal report to IBM development, Means a problem for which you have Field Support Services provided by of a problem caused by a suspected no known work around resulting in a a Lotus Support Field representative defect in a current unaltered release critical disruption in your business who engage in short term technical of an IBM program. An APAR may be operations. projects for customers used by development to document new function delivered in the maintenance stream EMEA FSU IBM Geographic unit consisting of Eu- Fast Service Upgrade. A process for rope, Middle East, and Africa upgrading an installed VSE release ALC level with a newer one. Annual License Charge. A method of paying for some IBM software prod- END OF SERVICE DATE ucts, usually as a part of a PLC/ALC The date when IBM will no longer FTP agreement. support, update, patch or maintain a File Transfer Protocol. Method for product. transferring files to or from IBM and Lotus and their Web sites CALL A single telephone call from the Cus- ESO tomer Authorized Caller to the Sup- Expanded Service Options. OS/390 ser- FULLSHIFT port Center. An incident may involve vice deliverable used by many Customers Means 24 hours a day, seven days a one or many telephone calls for preventive service week, including national holidays.

CBPDO ESP GTS Custom Built Product Delivery Option. Early Support Program. A program Global Technical Service. Organi- OS/390 deliverable which can include where customers get a pre release level of zation within IBM specializing in product and service, but is used by a product in order to help IBM evaluate delivering the highest quality services many Customers as a vehicle for pre- the fitness of the product and the readi- to our Customers. ventive service ness of IBM support

HIPER CCC FIN Literally, “High Impact Pervasive”. Call Center Coordinator. CCC is a Fixed-If-Next. An APAR whose fix will An APAR that describes a serious term within Lotus for people who be deferred until a future release of the problem and may be one that has will dispatch or triage all customer product (by mutual agreement between a wide spread impact. The APAR incidents the Customer and IBM) should be reviewed and if applicable, the PTF should be installed as soon as possible. CONSOLE FIX PACK A Lotus Support function which routes A cumulative collection of all fixes avail- phone messages, handles expired Sup- able to registered customers since the port ID’s and answers support entitle- last release of the product. It can include ment questions fixes that have not been previously released and can span multiple products

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Acronyms & other terms

IBM MR PLC International Business Machines. Maintenance Release - Each time Primary License Charge. A method Undisputedly the largest software a new feature release for a Lotus of paying for some IBM software developer, anywhere in the world. product is introduced to the market, products, usually as a part of a PLC/ a subsequent trail of regularly sched- ALC agreement. uled bug fix releases are typically ICA provided. At Lotus this is called a IBM Customer Agreement. An maintenance release. A maintenance PMP agreement under which IBM release is denoted by the use of a Preventive Management Planning. software products are licensed. The third digit in the release number ICA is signed by the Customer and by IBM. PMR MU Problem Management Record. A Maintenance Update. An MU is a record of the activities performed INTERIM FIX Lotus term for a small release, with during the course of resolving a cus- A tested and verified fix available to only a few fixes, or perhaps just one tomer reported problem. Customers registered customers. It can contain fix. An MU is represented by an ad- with access to IBMLink can view fixes for one or more product defects ditional letter. For example, the MU their PMRs. (APARs). The associated APARs are for R5.0.4 was R5.0.4a closed

OFF-SHIFT PRIME SHIFT IPLA Means all hours outside of Prime Means standard IBM business hours International Program License Shift in the local time zone where you Agreement. An agreement under ( please see Prime Shift definition) receive the Service (for example, which IBM software products are 8 a.m. To 5 p.m. Monday through licensed. The IPLA is shipped with Friday), excluding national holidays. the product and does not require OS/390 signatures. Mainframe server platform built on the MVS family of products System p Performance Series from IBM, System i based on the RS6000 technology Integrated Series from IBM, based OTC on the AS400 technology One Time Charge. Pricing methodol- ogy for most software products which PSI are purchased by a single payment at Problem Source Identification. The Lotus Knowledge Base the time the product is acquired. process of isolating the source of a An interactive, web-based support suspected software problem to the tool allowing a Customer to search failing software product or compo- for specific support information PD nent. Problem Determination. The process of isolating the source of a suspected MLC problem to hardware or software. PSLC Monthly License Charge. Pricing Parallel Sysplex License Charge. methodology for some software A special software pricing meth- products, primarily mainframe, Pervasive odology for mainframe Customers which uses monthly payments Designation of an APAR which has receiving the benefits of the parallel the potential to affect many Custom- Sysplex technology. ers

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Acronyms & other terms

PSP Service deliverable for RS/6000 which SSA Preventive Service Planning. A facility allows the preventive installation of a System Support Agreement. An that contains information concerning a set of IBM recommended fixes between expanded maintenance agreement product’s installation or service. A PSP maintenance levels which includes some level of enhanced entry consists of upgrades and subsets. software support services, normally replaced with Service Suite RSU PSP Recommended Service Upgrade. Service Personal Software Products. The deliverable for OS/390 and VM which STATUS software platform including the OS/2 allows the preventive installation of a set The most recent assessment of an family of products of IBM recommended fixes incident’s/PMR’s current place in the resolution process

PTF SID Programming Temporary Fix. A fix to Support ID. A unique number that SUF a reported defect that can consist of identifies a Designated Caller or set of Service Upgrade Facility. An OS/390, documentation and/or code. A PTF callers. This ID is used by the Lotus VM, and VSE tool announced in is temporary only in the sense that it telephone system to automatically verify 1997 which uses the Internet to help disappears with the next release of the entitlement. automate preventive and corrective product, when the patch is integrated service application. It was replaced by into the base product code SMP/E the SMP/E Internet Service Retrieval Systems Maintenance Program Extend- function in 2006 ed. Program to manage function and REFRESH PACK maintenance in a z/OS system. With A cumulative collection of all of the the new Internet Delivery Service, it will SVP function and fixes that are available even download the latest maintenance Suggested Volume Price. A letter to registered customers since the last for your z/OS platform products on the between C and H which gives the Cus- release of the product. The function schedule you determine. tomer’s discount level in the Passport and fixes may not have been previ- Advantage program ously released, and can span multiple SPECIAL ATTENTION products or components. A refresh Special Attention APARs, while not as pack can be applied on top of any critical as HIPER APARs, do require UR1 previously-shipped maintenance to special Customer consideration as they Unable to be reproduced on the next bring the system up to the current can represent pervasive problems, cross- product release. Like “FIN”, this APAR refresh pack level. system (sysplex) problems, new function, closing code is also used for an APAR installability or serviceability improve- whose fix will be deferred until a fu- ments, or other, key product specific ture release of the product (by mutual RETAIN considerations. agreement between the Customer and Remote Technical Assistance Infor- IBM) mation Network. IBM’s problem and SPOC defect management tool Single Point of Contact TEST FIX A temporary or uncertified fix with RLC SPR limited IBM testing that is provided Recurring License Charge. A method Software Problem Report. A record in to one or more customers for testing of paying for some IBM software the Lotus software problem reporting purposes. It is not available to all products. system that is used to track an identi- registered customers. The associated fied software problem — similar to IBM’s APAR is not closed. APAR, however an SPR may also be RMP used within the incident tracking data- Recommended Maintenance Package. base to classify an incident’s status.

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