Service Bulletin 73: Reporting TPF Problems (revised)
RickSchoonmaker 110000J2TP Visits (1035)
This bulletin provides some guidance about reporting a TPF problem to IBM along with some information about problem severity that you might find helpful.
Problem Severity Information:
When you report a problem, you will be asked to provide the severity of the problem. Problem severity ranges from Sev-1 (highest severity, meaning worst problem) to Sev-4 (lowest severity, meaning least important problem).
Here are some general guidelines that might be helpful:
Severity 1 (sev-1): Production system is down, critical business impact, unable to use the product in a production environment, no workaround is available.
Severity 2 (sev-2): Serious problem that has a significant business impact; use of the product is severely limited, but no production system is continuously down. Sev-2 problems include situations where customers are forced to restart processes frequently, and performance problems that cause significant degradation of service but do not render the product totally unusable.
Severity 3 (sev-3): Problems that cause some business impact but that can be reasonably circumvented; situations where there is a problem but the product is still usable. The default severity of new problem reports should be sev-3.
Severity 4 (sev-4): Minor problems that have minimal business impact.
You can report problems to IBM using any of the following methods. Be sure to verify which methods work in your country and region. You also might have other arrangements in place with your local account team that overrides this information.
1. IBM Service Request (SR) Tool: See Service Bulletin 155 : Reporting TPF Problems with the Service Request Tool for more information about using this function. This is the preferred option.
2. IBM Software Support Phone Contact: You can find the support phone number for your country at http
(Note: The US Toll number changed in June 2010; the toll free number 1-800-IBM-SERV has not changed).
3. IBM Employees also can report problems by using the WWQ&A website or if you have Retain access, through the Retain system. Note that you will need to subscribe to a problem to be notified of updates.
4.Use the http
If you need additional information about these products or need assistance reporting TPF problems, contact your local account team, your TPF Support Representative, or TPFQA@us.ibm.com.
Be sure to have your IBM/TPF customer number, operating system information (such as environment and maintenance level), and contact information for the incident.
Use the Severity 1 classification only for critical situations. A Severity 1 problem will page the Emergency Duty Managers for the TPF operating system. The Emergency Duty Manager will contact the customer, using the contact information provided in the initial report. The Emergency Duty Managers are available on a 24x7 basis.
It is important to note that both the customer and IBM are required to work 24x7 to resolve Severity 1 issues. If this level of commitment cannot be provided, do not report the incident as a Severity 1.
IBM Response Objectives:
For your reference, the IBM response objectives are based on the severity of the request. Here are the IBM goals for responding to , or acknowledging the problem report:
Response criteria might vary from country to country
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