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We are inviting you to attend our February 2009 Customer OrientationWebcast, and ensure that you get the maximum utilization out of yourIBM products.
During this informative 45 minute presentation and Q&A, I'll explain how to:
If you know any people in your organization that are involved inadministration or utilization of any Telelogic products, please letthem know about this webcast that can be helpful in introducing them toIBM Support.Also, as a reminder, please check out our Telelogic Support Overviewpage on ibm.com, for important links and FAQs about the Telelogictransition and to help you find the information you are looking for.
I look forward to meeting you at our next webcast!
This webcast will take place on February 20, 2009, 01:00 PM EST. You can participate using the http
For audio the US Toll free number is 1-866-907-1016, participant passcode: 910409.
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Software Support Toolbar.
A cross-Software Group electronic support initiative,
Representativesfrom each brand [Tivoli, Lotus, Rational, Websphere, and Information Management] have come together to compile the most sought afterBrand-specific pages. Even though there are common links between thesebuttons, custom entries from each Brand truly make this toolbarvaluable for your support toolbox.
It's a super-cool, lightweight, easy to install browser extension (Internet Explorer and Firefox) that provides one-stop shopping for all your support needs.
It's a dessert topping AND a floor wax!
And you don't have to take just MY word for it.
Check it out. And let us know what you think.
A guest posting from Christian Glockner, Rational Client Support, EMEA...
Help us help you!
While we do our best to prevent problems from happening in the firstplace, sometimes there's just no way around opening a PMR in order toget support from us.
Whether you open your PMR through ESR, by e-mail or over the phone, oneof our Technical Support Engineers (TSEs) should contact you within twobusiness hours of opening the PMR.
Most of the time, this first contact consists of the TSE asking formore details, be it regarding your setup, the exact circumstances ofthe problem, or other details that are required for us to efficientlyresolve your concern. And it's only after we've received these detailsthat we can actually start to investigate.
We'd love to change that, because we know that time is money and thatyou want the solution as soon as possible - and rightfully so. But weneed your help to make that happen.
So what can YOU do to help us help you?
It's a few simple things:
- Tell us what you're using!
Which Rational products are involved and what versions are they at?
What Operating System are you running on, which database vendor are you using, etc?
Providing this information right at the start of the PMR allows the TSEworking on it to have a clearer picture of the environment at hand. Thedetails we need obviously depend on the products involved, but ingeneral: the more detail the better.
- Tell us what's going on!
When you open the PMR, describe the situation you're running into.
Why are you contacting us, what concerns you?
Are you getting error messages (if so, which exact error message)?
Include all details that you deem helpful, such as screenshots, even viewlets help.
If you have steps to reproduce the problem, include them.
By the way, Rational Client Support has implemented the Kepn
- Tell us how urgent it is for you!
We want to make sure we set the priorities right on your issues, and infact only YOU can tell us how urgent things are for YOU. If you haveany deadlines you need to meet, tell us.
What's at stake for you? Let us know!
Keep these three things in mind (Environment, Situation, Urgency) whenopening a PMR, and you can be sure that we can get started on yourrequest right away.
You see: It's a win-win for both of us.
Christian Glockner is a Technical Support Engineer in Rational Client Support, based in our Amsterdam office. He rocks.