Software Support Handbook - or making the most of IBM Support
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How well do you understand IBM Support?
Did you know that you can log, view and update PMRs (Problem Management Record) electronically via the SR (Service Request) tool?
Did you know that a Severity 1 PMR is defined as: Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.
Did you know that IBM's goal is to respond to your service request within two business hours during prime shift?
Did you know we have tools available for you that can help you gather relevant information (logs etc) to provide to the Support Team?
Information on this - and much, much more - can be found in our Software Support Handbook:
The Support Handbook was designed to provide you with the following:
I would strongly encourage all clients, Business Partners and IBMers not yet familiar with this guide to have a look - it can help you get the most out of IBM Support.