Question & Answer
Question
Common Terms and Definitions
Answer
- Parature ? The software tool used by IBM which provides a support portal for customers to enter and manage tickets and a tool for Technical Support to manage tickets.
- Retain ? IBM?s legacy tool and infrastructure for managing customer issues
- PMR ? Problem Management Record ? a ticket in Retain
- ECuRep ? Attachment storage system for PMRs
- TicketSync ? An integration module that links, among other things, Parature and Retain
- L0 ? The team at IBM that is responsible for answering the phone when customers call into support.
- L1 ? The team at IBM that is responsible for providing local language support at a country or region level.
- L2 ? The team at IBM that provides standard support for IBM software products (you!)
- CRF ? Contact Reference Form ? A structured document defining how an IBM support team can be contacted
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Document Information
Modified date:
02 November 2020
UID
ibm10774297