IBM Support

Software Support Handbook - or making the most of IBM Support

Technical Blog Post


Abstract

Software Support Handbook - or making the most of IBM Support

Body

How well do you understand IBM Support?

Did you know that you can log, view and update PMRs (Problem Management Record) electronically via the SR (Service Request) tool?

Did you know that a Severity 1 PMR is defined as: Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution.

Did you know that IBM's goal is to respond to your service request within two business hours during prime shift?

Did you know we have tools available for you that can help you gather relevant information (logs etc) to provide to the Support Team?

Information on this - and much, much more - can be found in our Software Support Handbook:

http://www-304.ibm.com/support/customercare/sas/f/handbook/home.html

The Support Handbook was designed to provide you with the following:

  • Introduce you to IBM Software Support
  • Share information on the people that make up our World Wide (WW) IBM Software Support Organization
  • Provide information on the support service offerings currently available from IBM, including definitions of programs, policies, and procedures
  • Help you to effectively utilize the Knowledge Content available on the Web and many new Self Assist tools that are available to you
  • Improve your experience when contacting IBM Software Support for assistance
  • Assist you in getting information on software support for companies that have been recently acquired by IBM and are not fully integrated into the IBM Support Offerings and processes
  • Explain how you can enhance your IBM Software Support with additional services to meet your needs

I would strongly encourage all clients, Business Partners and IBMers not yet familiar with this guide to have a look - it can help you get the most out of IBM Support.

You may also like my blog "Not sure how or where to get started with IBM Software Support".

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