Troubleshooting
Problem
IBM Solution for Compliance in a Regulated Environment (SCORE) requires the use of several collateral products for its normal operations. In particular, it requires a document repository, a database, a repository for user information (typically an LDAP) and other products depending on specific customer requirements. This paper provides clarification of the level of support that can be expected for IBM SCORE with various combinations of dependent products. Note: Although the statements in this paper reflect the general level of support that can be expected for IBM SCORE, the terms and conditions of any specific support offering, license or other Agreement you might have with IBM will determine the actual delivered support for the IBM SCORE product. Nothing herein shall be construed as supplementing, modifying or superseding the terms of your IBM license agreement for IBM SCORE or any other agreement you might have with IBM, nor shall it create any obligation for IBM to deliver a level of support other than might be set forth in such Agreements.
Resolving The Problem
Categories of Support
Supported Configurations and Products
Supported Configurations
A “Supported Configuration” is an IBM SCORE environment comprised of products at a specified version, release, modification and fix pack level determined by IBM to function as by system design.
These IBM SCORE configurations are supported according to the terms of the IBM SCORE License Agreement. PMRs (Problem Management Records) will be accepted by IBM Support according to the conditions of the IBM SCORE License Agreement.
Supported Products
A “Supported Product” is a product known to work with IBM SCORE at a specified version, release, modification, and fix-pack level that is part of a “Supported Configuration”.
IBM SCORE configurations using these products are supported according to the terms of the IBM SCORE License Agreement. PMRs (Problem Management Records) will be accepted by IBM Support according to the conditions of the IBM SCORE License Agreement.
Fixes to Supported IBM Products
Fixes that fall into this category are interim fixes and fix pack levels of IBM Products already in the “Supported Configurations”or “Supported Product” category. For these products, IBM SCORE will fully support configurations utilizing these products with interim fixes and fix pack updates.
Fixes to Supported Independent Software Vendor Products
Fixes that fall into this category are interim fixes and fix pack levels of independent software vendor products already in the “Supported Configurations” or “Supported Product” category. For Documentum®, Oracle® and Adobe® products, IBM SCORE will support configurations utilizing these products with installed interim fixes and fix pack updates except as noted in the "Unsupported Configurations and Products" list. For all other products and configurations please see the "Alternative Configurations" section below.
Supported Configurations and Products List
A list of the IBM SCORE supported configurations and products can be found at the following URL:
http://www-01.ibm.com/support/docview.wss?uid=swg21358610
Alternative Configurations and Products
“Alternative Configurations” and “Alternative Products” are defined as any configurations or products not included in the “Supported Configurations”, “Supported Product”, “Unsupported Configurations” or the “Unsupported Product” lists.
Products that fall into this category are typically newer versions, releases, modifications or fix packs of products already in the “Supported Configurations” or “Supported Product” category or a product that adheres to a standard API supported by IBM SCORE (for example, an LDAP server). Although some of these products can reasonably be expected to perform within the accepted bounds of reliability, function and performance by an IBM SCORE customer, IBM makes no representation regarding the reliability, availability, and performance of IBM SCORE in this environment. Unless stated otherwise in this document, for products that fall into this category, support is as follows:
IBM SCORE Support will make a commercially reasonable effort to provide the same level of support as that provided for a “Supported Configuration”, if it is determined that the problem would exist in a “Supported Configuration” or if a commercially reasonable resolution to the problem is available. Problem determination and operational support resources will be made available until the problem is resolved or it is determined that the problem only exists when using the “Alternative Product” or “Alternate Configuration” and no commercially reasonable resolution is available.
If it is determined that the problem only exists when using the “Alternative Product” or “Alternate Configuration” and no commercially reasonable resolution is available, further assistance might be available only from the vendor directly or after Quality Assurance testing has been executed by IBM. Note that customer involvement may be required to handle this process for non-IBM products. If the support organization for the untested product is unable to resolve the problem, IBM SCORE Support will list the version, release, modification or fix pack level of the untested product as an “Unsupported Product”.
Alternative Configurations and Products List:
The IBM SCORE Support team maintains lists, by IBM SCORE release, of all known IBM SCORE alternative configurations and products. These lists are available at the URL listed below. These lists are not exhaustive. If a product is not listed, and you are not told otherwise by the IBM SCORE Support team, you should assume the status of the product is unknown and may be incompatible with IBM SCORE.
A list of the IBM SCORE alternative configurations and products can be found at the following URL:
http://www-1.ibm.com/support/docview.wss?rs=0&uid=swg21259218
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Document Information
Modified date:
17 June 2018
UID
swg21257299