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://www.ibm.com/support/entry/portal
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.