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Memo to IBM Rational Clients about upcoming changes to our remote Technical Software Support:
Currently, when calling for technical support on a limited set of Rational products, U.S. and Canadian clients experience live call transfers to our technical support teams.
Effective January 12, 2011, remote technical software support for all IBM Rational products for these clients 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, 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: http
More information on this change can be found in the IBM Rational Support communication here.
All of us in the Rational Client Support organization are here to help you achieve maximum benefit from your investment in IBM software and support services and look forward to assisting with your software support needs.