As I was recently speaking to a customer, it dawned on me that this customer was suffering from the same issue that other customers have expressed. This was the frustration of not knowing the process of escalating a PMR. Navigating the IBM waters at time can be confusing to a new customer as IBM has myriads of products and product families that we support. Each one with its own set of support sub-processes and procedures. But fear not, the answer to this dilemma is very simple.
Within the IBM Software Support Handbook you... [More]