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From the Maximo Support Desk - Overview of IBM Internet of Things' Maximo Support, Part Four

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From the Maximo Support Desk - Overview of IBM Internet of Things' Maximo Support, Part Four


Part Four - Additional Support Process and Resources

I am a "Level 2" Support Engineer for IBM Maximo and this is the fourth installment of a five-part series of articles that will give you an overview of the Maximo application support environment.  These articles are based on a presentation that has been given by the Maximo L2 Support Manager, Thomas Aaron.  In this part of the series I will add onto the previous article's discussion about the actual engagement with support by showing you some very helpful links and resources to enhance the value of your Maximo support experience.

First, let me emphatically state that the IBM Maximo L2 support engineers are your connection to the best resources on the planet.  You can consider us to be your human gateway to the best and brightest support colleagues, developers, product architects, and other Maximo experts.  If we don't know the answer, or cannot provide the immediate solution during your L2 support engagement, we can tap into this formidable array of subject matter experts and get the resolution to your current and strategic product issues.  In the companion articles to this entry, I have described the crux of the support process.  In this article I will make you aware of a few online resources that will compliment those components...


Maximo Support Landing page - a good first stop when investigating a support option, or looking for anything related to Maximo support


Support Handbook - this guide will further describe IBM's responsibilites, and your responsibilites as a support customer.  The handbook will describe the code defect process, as well as the escalation and path to resolution process from a service level agreement standpoint.  You will also find the IBM stated policies regarding product support lifecycle and extended support capacity.  The summary is that the support handbook describes an agreement between you and IBM as to how your product will be supported.



IBM Support Portal - this is a portal to download fixes, view product documentation, and search for resolutions to error messages and other product issues that you encounter.  It is the "support portal" because it links to many of the other resources and pages that I have mentioned in this article and the other articles in this series.


Knowledge Center - This is where you can get information about specific Maximo features and functionality.  This page lets you get capsule documentation for all Maximo applications.  Sorry to do this to you, but I previously posted a more in-depth article about the Knowledge Center:

From the Maximo Support Desk - Introducing The IBM Knowledge Center! 

...but you can click here to go straight to the Knowledge Center, if you prefer.


For your further enjoyment, please see the other articles in this series, "Overview of IBM Internet of Things' Maximo Support":

Part One - The Scope, Scale, and People of Support
Part Two - Care and Feeding of your Maximo product: Maintenance, Fixes, Patches
Part Three - Severity, Response, and Engineer Engagement

Part Five - Ours Go To 11: Expanded Support and the Maximo Support Community


Tom Richardson is an IBM Maximo Support Engineer and frequent contributor to the Asset Management Blog community.  For a complete index of links to his articles, visit
Index of articles by Tom Richardson, Support Engineer

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