Slakshmi 060001JD9S Visits (3437)
Ever wonder how to determine the severity of an issue while opening a PMR with IBM Technical support?
Here are some tips that you can refer:
Severity levels are determined based on the business impact of the issue. If a customer designates a problem as a Severity 1 with critical business impact or System down situation, IBM will work on it 7 days a week, 24 hours a day, providing the customer is also available to work during those hours. Customers can change the severity level of a problem if circumstances change from when it was first entered to match current business impact conditions.
Here are the various Severity level situations and examples :
Severity 1 Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. Support analyst will respond to your service request within one business hour. IBM will work on it 7 days a week, 24 hours a day, until the issue is solved.
Severity 2 Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application rollout. These service requests will be handled only during the business hours of the prime shift.
Severity 3 Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable. These service requests will be handled only during the business hours of the prime shift.
Severity 4 Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. These service requests will be handled only during the business hours of the prime shift.
Here is the software support handbook you can refer before opening a PMR:
IMLillianLei 120000CR7P Visits (1730)
Only the named callers can see PMRs for their company; basic callers can only see PMRs they have opened. Nobody else can see their PMRs and they cannot see anything else.
If you are the named caller, to find all of your Service Requests (PMRs) for your company, please follow these steps:
1. Log into SR - http
2. Select the "Search service requests" link from the left nav menu.
3. Choose the radio button for "Search all service requests", (select customer number if applicable).
4. Check the "Include archived service requests" box.
Please note - searching the archive adds significant time to the search.
5. Select the customer numbers you want to include or pick 'All'. You can select more than one by holding down the Ctrl (control) key and clicking the customer numbers you want.
6. Click the "Search service requests" link at the bottom of the page.
Adjust the options above to see the desired results. Please note that the results appear on two separate tabs (Active and Archive). You must select the Archive tab to view older service requests. If you update an active service request via SR it will appear on your SR homepage.
KateDawson 060001TQ2C Visits (1044)
The IBM Service Request Tool is the best way to report a problem or open a PMR with IBM. If you are already a user of the Service Request Tool, you are probably familiar with some of its benefits. If you haven't used it before, try it the next time you need to contact IBM Support.
To see one of the many advantages of Service Request, watch our new video showing you how you can view and update PMRs quickly and easily on the web.
To access the Service Request Tool, visit the IBM Support Portal and click the Service Requests & PMRs tab.