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IBM Software Support 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 4 June, 2014 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
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