Notes from Rational Support

Did you know there's a way for you to get priority service request handling, as well as weekly reports and notifications and deeper connections to the skilled support engineers you need to help solve those tricky PMRs? Well now you know, and knowing is half the battle! (Ok, I MAY have just given away that I grew up on the GI Joe morning cartoons, I'm sure you won't hold it against me.) Now that you know about this program, what's the other half of the battle? Easy: knowing what it provides and how to get this for yourself!    

 
The IBM Software Accelerated Value Program has introduced the Express Level Support option as a comprehensive level of support focused on rapid, high-quality issue resolution for critical IBM Rational (as well as Lotus, IBM Security System, Tivoli) software implementations. This program was specifically developed for small to mid-sized businesses who need a higher level of support but do not need all the features of the larger scale Accelerated Value Program. You can purchase the Express Level option in addition to Standard Software Subscription & Support to provide you with access to an advanced level of assisted support services for specific deployments or business areas throughout North America and Europe.

This program provides you with broad access to standard support, while allowing you to choose the business areas that require more enhanced support services. Of course, it includes product continuation and online support, but also adds a comprehensive set of additional support features that help you toward rapid and complete issue resolution.

Convinced yet? How about some bullet points to really drive home the value you'll see from this program?

Why you need Accelerated Value Program Express Support:

• You get a skilled team of product experts (that's us!) -
  As an Express Level customer, you will collaborate with specialized support analysts (some of whom have been highlighted on this very blog) who have in-depth knowledge of IBM Rational (plus Lotus, IBM Security System, or Tivoli) software in key functional areas. IBM software support analysts provide thorough and targeted knowledge during the resolution of all issues, which improves your understanding of possible challenges and can help prevent future issues.
• You're treated to Priority Service Request Handling -
  Under the Express Level Support option opening PMRs via Service Request (SR) will ensure the same support analyst maintains ownership of the service request until resolution. This continuity means issues can be resolved more efficiently or escalated when needed.
• You'll see exceptional resolution time -
  With the Express Level program we've established smaller Support Engineer-to-client ratios which means faster resolution times for your technical issues.
• You will gain access to regular problem management reports (PMRs) -
  Detailed PMRs include metrics so you can gain a better understanding of the status of your support requests and how they impact your business. By reviewing these reports internally with your team, you will deepen your understanding of your support activity and priorities.
• You'll also receive weekly authorized program analysis reports (APARs) -
  APARs, client reported defects regarding your software, are delivered to you in a timely way, along with hyperlinks to information on when and how they were resolved. These are available by product and on a subscription basis, so you can track defect resolutions of interest to your organization.
• And best of all, you get all this at a fraction of the cost of the full Accelerated Value Program offerings, so as a small to mid-sized business you can reap the advantages of higher level support at an affordable price.

   

  For more information:  To learn more about how we can create a customized Accelerated Value Program offering to meet your needs, visit us online at: http://ibm.com/software/support/acceleratedvalue or contact us directly at: software_accelerated_value@us.ibm.com