Please see below for an important announcement for our ClearCase and ClearQuest clients:
We are pleased you chose IBM to provide high-quality solutions for your business and information systems needs. As part of IBM's ongoing efforts to improve the service we provide, and in response to client feedback, Rational is making a series of changes to enhance its delivery of technical support. Outlined below, you will find details about these upcoming changes. We thank you for using IBM and look forward to continuing to provide you with the world-class technical support you have come to expect from our team.
Currently, when calling for technical support on several Rational products, U.S. and Canadian Passport Advantage (PA) customers experience live call transfers to our technical support teams. With the remaining products, PA customers experience our call-back mode of support. This provides an inconsistent support experience, prevents us from routing the call to the appropriately skilled technical support engineer, and live call transfers often result in extended wait times that impact our clients’ ability to focus on other important business matters.
Based on feedback received from IBM clients, and after evaluating alternative support delivery models, we will be changing the model by which we handle the initial receipt of support calls for the Rational ClearCase and ClearQuest product lines.
Effective September 8, 2010 , all Passport Advantage remote technical software support for the Rational ClearCase and ClearQuest product families will be provided exclusively in call-back mode. You can expect a more consistent support experience, improved skill-based routing, and will gain flexibility in managing your time when interacting with our support team.
You will still be able to open support requests electronically via our Web-based Service Request (SR) tool . This option allows you to provide very detailed information about your issue and environment with the same response times you will experience via the call-back model above.
Additionally, our customers tell us that increased access to information and the ability to be self-sufficient in finding the solutions they need when they need them is critical to effectively managing their software implementations. The award-winning IBM Support Portal allows you to streamline it to meet your specific product information needs and ensures the resources you require are always at your fingertips. If you haven’t visited the Support area of our website recently, we invite you to take a fresh look at the IBM Support Portal.
All of us in the Rational Client Support organization look forward to assisting with your software support needs. We are here to help you achieve maximum benefit from your investment in IBM software and support services.
As a Passport Advantage Customer in the U.S. or Canada, how will my support experience change when I need assistance with a ClearCase or ClearQuest issue?
Currently, when PA customers phone Rational support in the U.S. and Canada, their call is answered by a representative at one of the IBM Call Center teams. This representative :
1. Greets the customer and asks for their IBM Customer Number (ICN)
2. Checks the customer has a valid contract entitling them to support
3. Notes a brief description of the problem and opens a PMR (Problem Management Record)
The Call Center representative then either transfers the phone call directly to the appropriate technical team's phone line or tells the customer to expect a call back from a technical support engineer. The live transfer or call-back is determined by the product requiring support (currently some product lines support live call while others function solely via the call-back model) On September 8, 2010, the following will change. After a PA customer’s PMR is created for the ClearCase and ClearQuest product lines, the Call Center representative will let the customer know that a technical support engineer will call them back within two business hours based on the customer’s local time zone. There will be no live call transfers for these products for PA customers.
Is there any change to the electronic support provided by Rational Client Support?
The SR (Service Request) tool and process our customers use when they wish to submit problems over the support web site remains unchanged. Our clients can expect the same response times as those experienced via our call-back model.
What questions do you have?