Accessing Support for IBM i2 Intelligence Products IBM Corporation

Transcription

1 Accessing Support for IBM i2 Intelligence Products

2 Transition to IBM Support We are working hard to ensure a smooth transition for all customers. Our objective is to carry the same level of support and individual customer attention we have always had and combine that with the IBM world class support infrastructure and process to improve our service offering. NOTE: This presentation relates to production software issues only. Account assistance can be found via the IBM homepage, or by contacting your account manager directly.

3 Overview of this Presentation Current process versus post-august 14 th Issue Reporting Introduce IBM Support tools IBM Support Portal Contacting IBM for Support Tracking progress of your issue Service Request (SR) Getting notification from Support My Notifications Process changes IBM Support Handbook IBM Acronyms

4 Current process versus post-august 14 th Issue Reporting Process/Access Current Post-August 14th Open call via web I2 Customer Support Portal IBM support site /uprtransition.wss?category=2 Open call via N/A Open call via phone UK: For your country's number please use IBM Planetwide: Please note: The current support access methods will not function post August 14 th.

5 Introducing IBM Support Tools (Going live with the IBM Support System cut-over, August 14 th )

6 IBM Support Portal IBM Support Portal: A centralised location for Technical Support resources Will replace the current i2 Support Portal Requires registration for an IBM ID (used for several other IBM tools see next slide for information about how to register) Learn more from the site tours and overview video

7 IBM Support Portal Search for known solutions Add the IBM i2 Products to your product list Open a new Service Request (SR)

8 Contacting IBM for Technical Support Via Web Requires IBM registration How to obtain an IBM ID (YouTube link) My IBM Registration page Via Phone Within the UK: Outside the UK: For your country's number please use IBM Planetwide: Via All support calls within IBM are raised via either the IBM Support website or by phone

9 Creating a Service Request IBM Service Request You can use the IBM Support Portal to log your Service Request with us This requires an IBM ID and your company s technical contact authorisation This service provides direct routing to the IBM i2 support team Learn more from the site tours

10 Tracking Progress of your Service Request (SR) Profile contains contact preferences and product preferred list Ability to add detailed descriptions SR details for selected request Attach files to your SR

11 Tracking Progress of your Service Request (SR) (Continued) IBM Support Update Viewable running history of the SR progress includes configurable notification of updates Customer Update

12 Getting Notifications My Notifications Configurable notification for product alerts Available from the Support Portal Learn more from the site tours

13 Process Changes IBM Support Handbook ( Gives an overview of IBM support including: Free electronic self-help from the Support Portal Passport Advantage (portal for new release software) Software Maintenance (the regular support method with valid subscription) Contacting support (worldwide) Escalation procedures Software lifecycle and support extensions IBM i2 Intelligence Products support coverage & responsiveness outline Core Business Hours Within 2 business hours Off Shift (outside core hours) If critical situation (severity 1) IBM will work on it 7 days a week, 24 hours a day, within 2 hours, providing the client is also available to work during those hours.

14 Further Assistance Software Entitlement Issues ecustomer Care Contact Information - For any software entitlement issues you encounter, see the ecustomer Care Contact Information page for your geographic location. This process allows you to either send an message with detail of the issue you are encountering and also provides the ability to contact IBM s ecustomer Care team directly by phone. Use this team to gain Passport Advantage and IBM Customer Number related assistance. Service Request Issues SR Assistance Helpdesk For any Service Request (SR) issue you encounter, see the Software Support Customer Assistance form. The automated electronic process will provide a message to the SR team. The form is designed to address SR registration and log-on issues, SR usage questions, or define any other issue you may have encountered.

15 IBM Acronyms Common Support Acronyms for Support PMR (Problem Management Record) Support case APAR (Authorised Program Analysis Report) product changes delivered in fixpacks FP (Fix pack) - cumulative collection of all fixes since last release IF (Interim Fix) critical APAR fix(es) provided between fixpack cycles EOS (End of Service) date when IBM will no longer support, update, patch, or maintain a product ICN IBM Customer Number SR Service Request FCT Flexible Contract Terms PA Passport Advantage; IBM s Software Subscription and Support