IBM TRIRIGA Support is committed to every client's success. To that end, we collaborate with our clients to determine when critical deployments will occur.
- We treat new implementations, new function, upgrades, fixpacks; soft and hard go-live dates are all considered deployments.
- When a client reports a deployment to us, we collect as much detail as possible, product versions, what is being deployed, what the risks are and more are included in the information our clients provide to us.
- Support maintains a living database of these events and collaborates as a team when one is upcoming.
- Our on-call engineers and duty managers are notified and we analyze known issues with the given deployment to make our clients aware.
The end result is you, the client, are aware of known issues and the IBM team is prepared for calls on the event. In this way, IBM's support moves from a more heavily weighted reactive approach to one that is more proactive.