Information on Demand 2011 is in full swing! Here are a few key observations from our team on-site at the event and our team watching the event from our IBM offices! The Support, Services, and Education Hub has been busy throughout the event and is in a great location right behind the IBM Watson pedestal! Attached are photos of the Support part of the Hub as they got ready for today's rush! If you are at the event, visit the Hub in the EXPO, pedestal 625.   Demos, demos, demos ! The Support Hub has been showing tons of demos of all of our... [More]

Tags:  iod support

Take a Proactive Approach to Managing your Support Plans and Issues - with help from AVP (the Accelerated Value program) IBM Subscription and Support provides world-class software support via award-winning tools and support personnel. AVP – aka the Accelerated Value Program - added to your S&S contract, provides comprehensive maintenance and support guidance and assistance for issues that occur across all phases of the software life-cycle . With AVP, you can get assistance with tasks like file fixing, code reviews, and upgrade tasks, as... [More]

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Today's Technical Tip is not only a milestone because we are now 1/5 through our Technical Support Tip series, this tip covers our most important and anticipated events of the year -- Information on Demand!  ( Click here to learn more about our Technical Tip Series .) Once again, Information Management Support and the Accelerated Value Program will be at Information On Demand and ready to discuss your Software Support innovations, goals, and priorities. Get helpful tips on new ways to optimize our Support portfolio of offerings and get the... [More]

Tags:  support avp iod

Chances are, you have heard of the IBM Support Portal by now. However, have you had a chance to really try it out? Have you taken the time to learn about all the Support Portal features and how they can save you time and keep you productive? Today's tech tip is to reserve six minutes and sixteen seconds today to discover the value of the Portal! IBM Electronic Support has recently published a new video on YouTube to walk you though the IBM Support Portal and help you get the most from this unified, centralized view of all technical support... [More]

Tags:  portal support

Chat More Chat!     Part of IBM's move to improve your technical support experience is the implementation of Technical Support Chat.  If chat it available for your product, please feel welcome to try it!    A new YouTube video has been posted to introduce Technical Support Chat and how it can work for you!  Check It Out!            

Tags:  online chat ibm support

  IBM significantly updated the IBM Support Portal with improvements to make this worldwide one-stop site for technical resources for all IBM products even more effective and useful for our clients. Some are adjustments our clients have requested, others are redesigns to improve our clients' efficiency finding the information they need. Here's a quick rundown of new capabilities to look for: Support for mobile users Enhanced Technical Support (ETS) client offering updates New design and color scheme Changes in module design in the... [More]

Tags:  feedback support update mobile web

In the beginning of May, IBM significantly updated the IBM Support Portal support site, with improvements to make this worldwide one-stop site for technical resources for all IBM products even more effective and useful for our clients. Some are adjustments our clients have requested, others are redesigns to improve our clients' efficiency finding the information they need. Here's a quick rundown of new capabilities to look for. Several enhancements have been made to the product selection function. In the “Choose your products” module, users... [More]

Tags:  ibm support portal

Have you checked out the Informix "Chat with the Labs" series?  This is an informative and interactive way to learn more about Informix products and features.  This is an awesome resource, and if you haven't participated, you should. The next session is discussing Informix Genero, a new product in partnership with Four Js. Informix Genero offers an exciting set of functionality for the modernization of Informix 4GL applications.   Informix Chat with the Labs are recorded and available soon after they occur.  The entire archive is... [More]

Tags:  support development product informix

  What's new for you? Thanks to everyone who has been out there rating our documents on the web, we're now able to show you a list of the top rated documents in Support Portal.    This is in addition to the "Most recent" and "Most viewed".  So, if you are working in "browse" mode, trying to be proactive by visiting the Support Portal to keep an eye on - what's new, of course - then you need to check out the "Overview top ten" portlet! Enjoy!!!

Tags:  star portal support rating

First off, Happy New Year!   I hope 2011 finds you and yours safe and well. Second, we want to share a compliment we are very proud of:   In December, we posted a video to help explain how IM Support uses Knowledge-Centered Support (KCS) and some of  the benefits:  http://ow.ly/3yKEO David Kay, one of the leading voices in KM and KCS, just posted a "pat on the back" for the video in his blog: Communicating KM to Customers: IBM does it right       We're still maturing as an organization using KCS, but hopefully you've seen... [More]

Tags:  kay david kcs support

  Here is a list of the Top Ten viewed technical documents for DB2 for Linux, Unix, and Windows: 12 Oct 2010: DB2 Fix Packs by version for DB2 for Linux,... 20 Jul 2010: DB2 Version 9.5 Fix Pack 5 for Linux, UNIX,... 26 May 2010: DB2 database product documentation 30 Aug 2010: DB2 UDB Version 8 - End of Support date is... 23 Feb 2010: DB2 UDB Version 8 Product Manuals 01 Jul 2010: DB2 UDB Version 8 FixPaks & client downloads... 16 Sep 2010: DB2 Version 9.7 Fix Pack 1 for Linux, UNIX,... 16 Mar 2010: DB2 Version 9.1 for Linux,... [More]

Tags:  support top ten

Put Down That Google!  Drop That Bing!   Chuck Your Yahoo! Why?  What's wrong with Google, Yahoo, or Bing?  Nothing, except that those search engines have to "crawl" information on the web in order to have it indexed and make it available in search results.  So what if it doesn't happen to crawl a document that will answer your question?  You might never find that information.    The IBM Support Portal doesn't rely on an external webcrawl to have the information indexed and ready for you, which means that it will be there... [More]

Tags:  yahoo bing portal support google

Time for a Tune-Up! Information Management Support wants to let you know that this weekend, we'll be taking advantage of the US Labor Day holiday to perform some critical maintenance on our systems. As such, our technical support content will be unavailable for parts of Saturday, September 4 and Sunday, September 5. What you can expect: The IBM Support Portal will be operational, and Site Availability and News portlet will contain information on the outage Search (IBM and third party) will provide result links; but the links will not reach... [More]

Tags:  support maintenance content

Product Lifecycles - A Primer Just like any other product you may encounter in your day to day activities, software has a lifecycle as well. It's almost like a "best before" date. Even though the software still works it's time to move to a newer release.  The IBM Software Support Lifecycle policy explains the details of the length of support and all other information that may come in handy as your customers approach the end of support of any IM product. Some key points in the Lifecycle policy are: Provide a minimum of 5 years... [More]

Tags:  contract support lifecycle eos