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1 4YT4_Juha_Latvala commented Permalink

My experiences with IBM support are mostly PMR-related. I use the online PMR tool often and the process is working with satisfying speed and efficiency. There are a few things that I think could be improved in that area though. Mainly, when I view the PMR on-line, the page contains history of the conversations with the support staff which is good, but it also displays data that is not very relevant for us, such as uploaded file integrity output, entitlement output etc which I believe are automated processes. The page also has a format that is not very readable, especially when the PMR gets long. Additionally, sometimes the IBM support staff replies via e-mails which do not appear on the PMR page at all, which makes tracking latest updates a bit difficult.