The Virtual Loaner Program now offers ISVs the ability to instantly connect to VLP support staff using the Live Help Chat function. This feature is a great addition to the existing email based support and will help users get answers to their questions or problems related to VLP.
VLP Live Chat is accessible from all VLP pages once users log on with their PartnerWorld Id. Our staff will be available 17x5 (2AM CDT to 7PM CDT, M-F) and support English only at this point. The page UI is updated automatically to reflect the Chat as unavailable during off hours in which case users can submit their question through the VLP support tab just as before.
In addition, this Chat client is connected to the Virtual Innovation Center (VIC) support team so users can receive platform (HW/SW) support from the same Chat client.
As a reminder, the VLP team provides support for issues related to VLP such as creating a system reservation, connecting to the system, or any program related questions. The VIC team provides technical support for IBM platforms such as installing IBM Middleware or configuring an OS. When initiating a Chat from any VLP page, the user can select VLP or VIC support (with examples to help decide). And the VLP and VIC teams can pass Chat sessions back and forth in case the user needs to be redirected