do you know who your channel support manager is
TRANSCRIPT
SUPPORT PROVIDER HANDBOOK
v.1
TABLE OF CONTENTS
INTRODUCTION .......................................................................................................................................................3
DELIVERING PRIMARY SUPPORT......................................................................................................................3
IBM SOFTWARE SUPPORT HANDBOOK ...........................................................................................................4
TOPICS OUTSIDE THE SCOPE OF IBM SOFTWARE SUPPORT ...................................................................4
BEFORE CONTACTING IBM SOFTWARE SUPPORT ......................................................................................5
DEFINE THE PROBLEM................................................................................................................................................5 GATHER BACKGROUND INFORMATION.......................................................................................................................5 GATHER RELEVANT DIAGNOSTIC INFORMATION ........................................................................................................5 PROBLEM HANDLING BEST PRACTICES.......................................................................................................................6
DATA PRIVACY / HANDLING OF CONFIDENTIAL INFORMATION...........................................................6
SUPPORT FLOW DIAGRAM ..................................................................................................................................7
CHECKLIST FOR OPENING PMR’S.....................................................................................................................8
APPENDIX A - INFORMATION TO PROVIDE WHEN OPENING A PMR WITH IBM SUPPORT ............9
APPENDIX B - IBM SUPPORT ASSISTANT.......................................................................................................11
IBM SUPPORT ASSISTANT LITE...............................................................................................................................11 IBM SUPPORT ASSISTANT WORKBENCH .................................................................................................................13 IBM SUPPORT ASSISTANT (ISA) QUICK START GUIDE (TUTORIALS)......................................................................13
APPENDIX C - MUSTGATHER.............................................................................................................................16
APPENDIX D - IBM ELECTRONIC SUPPORT ..................................................................................................22
IBM SUPPORT PORTAL ............................................................................................................................................22 VIEW DEMOS...........................................................................................................................................................23
APPENDIX E - SERVICE REQUEST TOOL .......................................................................................................24
OBTAINING YOUR SR ACCOUNT..............................................................................................................................24 SR TUTORIAL ..........................................................................................................................................................25 PRIMARY SITE TECHNICAL CONTACT......................................................................................................................26 SECONDARY SITE TECHNICAL CONTACT.................................................................................................................26 AUTHORIZED USER..................................................................................................................................................27 DESIGNATING YOUR AUTHORIZED CALLERS FOR THE SR TOOL ..............................................................................27 HOW TO CHANGE THE PRIMARY CONTACT, OR SITE TECHNICAL CONTACT: ...........................................................27 OPENING A PMR .....................................................................................................................................................29
APPENDIX F - IBM ASSIST ON-SITE..................................................................................................................31
APPENDIX G - ESCALATIONS.............................................................................................................................32
APPENDIX H - TOOLS & RESOURCES..............................................................................................................33
PREVENT PROBLEMS AND STAY CURRENT................................................................................................................33 FIND INFORMATION .................................................................................................................................................33 DOWNLOAD FIXES AND UPGRADES ..........................................................................................................................33 LEARN MORE ...........................................................................................................................................................34 CONTACT IBM SUPPORT .........................................................................................................................................34 SOFTWARE SUPPORT SITE TOURS............................................................................................................................34
APPENDIX I - DOWNLOADING SOFTWARE ...................................................................................................35
APPENDIX J - FIX CENTRAL - SOFTWARE FIX PACKS..............................................................................37
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APPENDIX K - SUPPORT FOR POC’S, DEMOS, DEVELOPMENT SUPPORT ...........................................38
VALUE PACKAGE.....................................................................................................................................................38 SUBMITTING PRE-SALES, DEVELOPMENT, POC QUESTIONS ....................................................................................39 PRE-SALES KNOWLEDGE DATABASE - BUSINESS PARTNER Q&A...........................................................................39
APPENDIX M - KEY CONTACTS.........................................................................................................................40
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Introduction This Support Provider handbook is a supplement to the SVP Support Provider Operation Guide, the OEM/ASL Operation Guide, IBM Support Handbook, and other Support Provider information available through PartnerWorld and IBM Support. It is intended to provide a comprehensive source of information to ensure Support Providers have the information they need (1) to be successful in all aspects of delivering quality 1st level support to their end customers, (2) to understand the program objectives and criteria, and (3) to efficiently and effectively make the most of IBM resources and Support. If any time you need additional information, please contact your local channel support manager or contact us at [email protected]
Delivering Primary Support
As a Support Provider you have agreed to provide first level support and manage all aspects of the support relationship with your end users. The IBM Support Centers do not accept direct calls from your end users. First Level support responsibilities include the following: - Using your approved case tracking system for tracking customer incidents / cases, logging all
calls, assigning severity, and managing cases from the first call through to resolution of the problem.
- Qualify incoming calls, verifying each end user’s S&S entitlement - Characterize the problem and environment. Conduct failure analysis. Gather information
about the case and determine if the IBM Program caused the problem - Isolate reported problem using diagnostic utilities provided by IBM - Search knowledge bases for possible known solutions, using keywords specific error
messages, and browse for Fix Packs, Updates or Patches. Ensuring whenever possible, the latest patch releases are applied, prior to reporting issue to IBM Software Support.
- If it is believed to be a new IBM Program (Software) problem, contact IBM Software Support, electronically, or for critical problems, through voice support.
- When opening calls, you will provide full detail description and all must gather information for the products.
- You are responsible for all coordination of joint (you & IBM) supports effort with end user as the primary owner of the resolution process. You will own all status updates and identified problem determination next steps with the end user.
- You are responsible for coordinating with, or assisting, the end user to implement solutions, workarounds or fixes, if needed.
- All endeavors to replicate issues. - Manage end user satisfaction issues, including complaint management and duty manager
requests. - Confirm resolution with end user and close reported Problem Management Record (PMR)
with IBM. - Submit knowledge to fill any knowledge gaps that exist in IBM’s Technote knowledge base. - For any critical issue (Severity 1), you have must resources available to jointly work with
IBM until relief can be obtained (in line with IBM’s standard 24x7 for critical problems).
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IBM Software Support Handbook
http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html The IBM Software Support Handbook provides guidelines and reference materials that you may need when you require IBM service and support. The guide was produced with the following objectives in mind: • To introduce you to IBM Software Support, including our operating systems and middleware
such as Information Management, Lotus, Rational, Tivoli, and WebSphere • Provide information on the support and services currently available from IBM, including
definitions of programs, policies, and procedures • Help you to effectively utilize IBM Software Support • Explain how you can enhance your IBM Software Support with additional services to meet
your needs • Introduce you to the people of IBM Software Support Please review this guide carefully, as it contains important information regarding the service and support of your IBM products.
Topics outside the scope of IBM Software Support.
We understand our support providers offer and provide many services to their end customers, and at times will need assistance for these service engagements. Therefore, it is important to understand what is not covered under your IBM Software Support agreement as a Support Provider – so you can prepare in advance to obtain the appropriate support you may need to assist with your customer engagements,. The following are examples of areas that are beyond the scope of IBM Software Support:
Analyzing performance Writing, troubleshooting or customizing code for a client Answering extensive configuration questions Recovering a database, or data recovery Consulting POC, Demos, Development, presales activities. (see appendix K)
Most of these types of situations require some form of Advanced Support Offering, Professional Services, PartnerWorld Value Package, or other Technical Services. For further information about these services please contact your local IBM Channel Representative who can help direct you to resources who can discuss your needs.
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Before contacting IBM Software Support
To resolve your software support service request in the most expedient way possible, it is important that you take the following steps before you contact a software support center. You will need to gather information about the problem and have it on hand when discussing the situation with the software support specialist. The following steps are an example of what is required:
Define the problem If you can describe the problem and symptoms before contacting software support, you can expedite the problem solving process. It is very important to be as specific as possible when explaining a problem or question to our software support specialists. Our specialists want to give you the right solution, so, the better they understand your specific problem, the better they are able to resolve it.
Gather background information
To solve problems effectively, the software support specialist needs to have all of the relevant information about the problem. Your ability to answer the following questions will help us to solve your software problem.
Has the problem happened before, or is this an isolated problem? What steps led to the failure? Can the problem be recreated? If so, what steps are required? Have any changes been made to the system? (hardware, NetWare or software) Were any messages or other diagnostic information produced? If yes, what were
they?
It is often helpful to have a printout of the message number(s) of any messages received when you place the call for support.
Define your technical question in specific terms and provide the version and release level of the product(s) in question.
Gather relevant diagnostic information
It is often necessary that our software support specialists analyze specific diagnostic information, such as relevant logs, storage dumps, traces, etc., in order to resolve your problem. Gathering this information is often the most critical step in resolving your problem.
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Product specific diagnostic documentation can be very helpful in identifying what information is typically required to resolve problems. If you are unsure about what documentation is required, visit the IBM Support Assistant (ISA) page. After installing the software, try searching on MustGather and the product with which you are having trouble. Not all products will have an ISA plug-in available but you may find additional information on the individual product support page under troubleshooting. You can always contact software support for assistance in gathering the needed diagnostic information.
Problem handling best practices
We have found that the following practices help us ensure we can provide the timeliest resolution to your question or problem.
1. Submitting problems electronically enables the resolution team to better understand the issue and be more prepared with the right skill and guidance to respond to your concern.
2. IBM has found that by keeping the questions/issues separate (one problem per PMR/Incident/Support Case) we can provide better service to our clients.
3. Selecting the appropriate Severity and letting us know the business impact will help to get the right focus on your problem.
4. It is a good idea to keep support informed of Major Upgrades/Implementations. 5. Stay current on Product Release levels. 6. Provide timely feedback on recommendations and close the PMR/Incident/Support
Case when you feel the problem has been resolved. If the problem reoccurs you may reopen the original PMR/Incident/Support Case by calling your local support center or resubmitting the problem electronically.
Data Privacy / Handling of Confidential Information
On occasions, IBM may request files from the customer’s system which the customer may have concerns with because of sensitive/confidential information. We do understand and respect a customer’s needs to protect potentially sensitive data. IBM only requests information to further diagnose problems to help in the resolution process, and will not use any information inappropriately. If information requested by IBM is not provided, it could limit IBM’s ability to find the root cause of a problem.
If a situation occurs where a customer has concerns with providing you with the (IBM Support) requested information because of potentially sensitive/confidential information, please advise IBM Support. There are non-disclosure type forms that can be introduced to the customer if necessary to help address their concerns.
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Support Flow Diagram
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Checklist for opening PMR’s
□ Before a SPP opens a PMR
□ Clearly Define the Problem □ Run IBM Support Assistant Lite (see appendix B) □ Get all MustGather information (see appendix C) □ Check the IBM Knowledge Database □ Use the Support Portal to search for solutions. Make sure to also search tech notes,
patches, services packs, etc. (see appendix D)
□ When opening a PMR □ It is recommended to use the SR Tool to open a PMR on-line. (See appendix E) □ Make sure to have your correct ICN information available □ Have your certified contacts open the PMR and work with IBM Support □ Provide the recommended information when you open a PMR. (See appendix A) □ Attach the IBM Support Assistant Lite Information (see appendix B) □ Attach the MustGather Information (see appendix C) □ Be prepared to use IBM Assist On-Site (if requested) (See appendix F) □ Your trained resource will be the primary contact with IBM at all times. For SVP Support Providers, your certified resources will be the primary contact
with IBM at all times. □ Include a list of the tech info already checked (DCF documents / APARs / fixpacks...)
and all the details regarding the first level support analysis already done
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APPENDIX A - Information to provide when opening a PMR with IBM Support
When calling or submitting a problem to IBM Software Support about a particular service request,
1. Please have the following information ready: a. Your IBM Customer Number (ICN) (not your end-users’ ICN) b. Your Company name c. Contact name d. Preferred means of contact (voice or email) e. Telephone number where you can be reached if request is voice f. Related product and version information g. Related operating system and database information h. Detailed description of the issue i. Severity of the issue in relationship to the impact of it affecting your business
needs 2. As a Support Partner, you are expected to provide complete answers to the following
questions:. a. What levels of software were you running when the problem occurred? Please
include all relevant products, ie: operating system, databases, security, as well as related IBM products.
b. Define the problem. If you can describe the problem and symptoms before contacting software support, you can expedite the problem solving process. It is very important to be as specific as possible when explaining a problem or question to our software support specialists. Our specialists want to give you the right solution, so, the better they understand your specific problem, the better they are able to resolve it.
c. Were any messages or other diagnostic information produced? If yes, what were they? Please provide screenshots of the messages, etc., when you place the call for support.
d. Has the problem happened before, or is this an isolated problem? e. What steps led to the failure? f. Is this affecting production, test or development environment? Is there only
one user affected, multiple users affected, or all users affected? g. Have there been any recent changes to your environment (Hardware, OS,
Network, etc)? If yes, please explain. h. Has this problem occurred before? i. How often does this problem occur? j. Did it work previously and had only occurred recently? If it had worked
previously, then had there been any changes prior to the problem occurring? k. Can the problem be reproduced?
Reproduce the problem in your test environment to assist with further testing and diagnostics.
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Please provide a complete list of steps to reproduce the problem and test case scenario/configuration.
l. Do you have a temporarily workaround in place? m. What corrective actions have you already taken? Please include a complete
list of any technotes you studied/applied. n. What logs have been collected & where are they located? o. Define your technical question in specific terms and provide the version and
release level of the product(s) in question. 3. Include information collected from the IBM Support Agent, if applicable. Please
note, you will be measured on providing this information when opening your call with IBM Support. For more information on the IBM Support Agent, please 10 (IBM Support Assistant).
4. Include all “mustgather” information related to the products involved in your problem. Please note, you will be measured on providing this information when opening your call with IBM Support. For more information on the “Mustgather” tool, please see section 11.
5. Include a list of the tech info already checked by the BP (DCF documents / APARs / ...) and all the details regarding the first level support analysis already done
NOTE 1: The IBM Customer Number (ICN) provided is for the submission of cases directly to IBM support and is restricted to reporting end customer issues only (as authorized by your IBM contract). All other case submission requests (such as Presales, POC’s, services, etc.) to IBM should leverage existing entitled technical support processes documented in IBM PartnerWorld. IBM PartnerWorld reference: https://www-304.ibm.com/jct01005c/isv/tech/member/ NOTE 2: If your role is a service provider for a client that is already entitled to IBM direct support, your client’s Site Technical Contact must assign your technical services professional to be an authorized agent to submit cases to IBM support on their behalf. NOTE 3: When opening a support call with IBM, Support Partner are expected to logs their calls with IBM in English, and the person that logs it must be proficient in English.
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APPENDIX B - IBM Support Assistant
IBM Support Assistant is a complimentary software offering which provides you with a workbench to help you with problem determination. With a focus on quickly finding key information, automating repetitive steps and arming you with a variety of serviceability tools, you'll be prepared for self-analysis and diagnosis of problems and faster time to resolution. Learn more...
IBM Support Assistant Lite IBM recommends using IBM Support Assistant (ISA) Lite to quickly collect diagnostic files such as log files and configuration files or to run traces. Automated data collection is reliable, more accurate and saves you time. Just download it for your product and go! IBM Support Assistant Lite is a special offering of IBM Support Assistant. Several products currently have ISA Lite packages available for download. ISA Lite packages are available for download for the following:
IBM Content Analytics IBM Content Integrator IBM FileNet Image Services InfoSphere Information Server
If an ISA Lite package is not yet available for your product, you can easily export an ISA Lite collector from the ISA Workbench. The list of additional collectors which can be exported from the Workbench can be found here Here is a brief list of available collectors:
Cognos 8 Business Intelligence * Cognos 8 Business Viewpoint * Cognos 8 Controller * Cognos 8 Go! * Cognos 8 Workforce Performance * Cognos Consolidator * Cognos Content Analytics 2.1 * Cognos Finance * Cognos Now! * Cognos Performance Applications * Cognos Planning 7.x * Cognos Planning 8.x * Cognos ReportNet * Cognos Series 7 * Cognos TM1 * CommonStore for SAP 8.2 CommonStore for SAP 8.3 CommonStore for Exchange 8.4 CommonStore for Lotus Domino 8.4 Content Manager Enterprise Edition 8.4.2
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DB2 Universal Database for Linux, UNIX and Windows 8.2 * DB2 9 for Linux UNIX and Windows 9.0 * DB2 9 for Linux UNIX and Windows 9.1 * DB2 9 for Linux UNIX and Windows 9.5 * DB2 9 for Linux UNIX and Windows 9.7 * DB2 Alphablox 8.4 DB2 Content Manager Enterprise Edition 8.3 * DB2 Content Manager VideoCharger 8.3 DB2 Data Warehouse Edition 9.1 DB2 Document Manager 8.3 * DB2 Document Manager 8.4.2 * DB2 Everyplace 8.2 DB2 for z/OS 8.0 DB2 for z/OS 9.1 DB2 ImagePlus for z/OS 3.1 DB2 Information Integrator for Content 8.2 * DB2 Information Integrator for Content 8.3 * DB2 Record Manager 8.3 FileNet Application Integration BCS 1.1 IBM Case Manager 5.0 IBM Content Collector 2.2 IBM Content Integrator 8.5 * IBM Content Management for z/OS 8.4.2 IBM DB2 Content Manager OnDemand For Multiplatforms 7.1 IBM DB2 Content Manager OnDemand For Multiplatforms 8.3 IBM eDiscovery Analyzer 2.1 IBM eDiscovery Manager 2.1 IBM FileNet Connector for SharePoint Document Libraries 2.2 IBM FileNet Connector for SharePoint Web Parts 2.2.1 * IBM FileNet Content Federation Services 4.5 * IBM FileNet IDM Desktop, Web Services and Open Client IBM FileNet Image Services 4.x * IBM FileNet P8 Application Engine 4.0 IBM FileNet P8 Content Engine 4.0 * IBM FileNet P8 Content Engine 4.5 * IBM FileNet Process Engine 4.5 * IBM FileNet Process Engine 5.0 * IBM FileNet Records Manager 4.5 IBM FileNet Workplace XT 1.1 Informix Dynamic Server 11.0 * Informix Dynamic Server 10.0 * Informix Dynamic Server 9.4 * Informix Dynamic Server 7.3 * IBM InfoSphere Classification Module 8.7 IBM InfoSphere Content Assessment 2.1 IBM InfoSphere Content Collector 2.1.1.2
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IBM InfoSphere Information Server 8.0.1.x and 8.1.x * IBM InfoSphere Master Data Management Server 8.5 * IBM InfoSphere Master Data Management Server 9.0 * IBM InfoSphere MDM Server for PIM 6.0 * IBM InfoSphere Traceability Server 2.5 * IBM Master Data Management Server 8.0 IBM Omnifind Enterprise Edition 8.4 * IBM Solution for Compliance in a Regulated Environment (SCORE) 6.1 IMS 9.1 InfoSphere Federation Server 9.x * OmniFind Discovery Edition 8.4 IBM OmniFind Enterprise Edition 9.1* OmniFind Enterprise Starter Edition 9.1* OmniFind Yahoo! Edition 8.4 Red Brick Warehouse 6.3 * WebSphere Content Discovery Server 8.3 WebSphere Customer Center 7.0 * WebSphere Information Integrator Content Edition 8.2 WebSphere Information Integrator Content Edition 8.3 WebSphere Information Integrator Content Edition 8.4 WebSphere Sensor Events 7.0 *
To learn more about the IBM Support Assistant Lite, please visit http://www-01.ibm.com/support/docview.wss?rs=3455&uid=swg27015867
IBM Support Assistant Workbench Download IBM Support Assistant Workbench V4.1.2 to simplify your software support! You can benefit from concurrent search, media viewer, guided troubleshooter, data collectors, service request submission, and other features. The ISA Workbench also provides access to several different serviceability tools which can assist you in many areas of problem diagnosis such as Java troubleshooting, product configuration analysis, log analysis, and more. IBM Support Assistant can be customized for over 350 products and over 20 tools. To learn more about the IBM Support Assistant Workbench, please vist http://www-01.ibm.com/support/docview.wss?rs=3455&uid=swg27012682
IBM Support Assistant (ISA) Quick Start Guide (Tutorials)
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Abstract This Quick Start Guide includes links to training and resources to introduce IBM Support Assistant. Use it to: download IBM Support Assistant workbench; find the products associated with the workbench; download ISA Lite; and list the problem determination tools available through IBM Support Assistant. Resolving the problem Get started with IBM Support Assistant 1. Listen to these three short MP3 training modules to learn about IBM Support Assistant
ISA part 1 - customize ISA and find information: ftp://public.dhe.ibm.com/software/websphere/techexchange/ISA_Part1.mp3
ISA part 2 - automated data collection and problem determination capabilities: ftp://public.dhe.ibm.com/software/websphere/techexchange/ISA_Part2.mp3
ISA part 3 - problem determination tooling, troubleshooting tools and data collection options: ftp://public.dhe.ibm.com/software/websphere/techexchange/ISA_Part3.mp3
Note: If you are having a problem listening to the audio, download the MP3 files to your local computer by right-clicking the file name and using the Save Target As option. 2. ISA QuickView charts provide a high level look at the IBM Support Assistant 3. ISA fact sheet offers one-page descriptive highlights of the IBM Support Assistant workbench 4. Take advantage of the training available through IBM Education
IBM Support Assistant FAQs are available for your review Download ISA workbench http://ibm.com/software/support/isa/download.html Choose from 400+ cross-brand product add-on's for the ISA workbench. Install the add-on's for the products you use (Update -> Find new -> Product add-on's). Search multiple knowledgebases Conduct a concurrent search in the ISA workbench using multiple search engines (including Google) for one search string.
Use Problem Determination tools There are many robust problem determination tools available through the ISA workbench that you can use to review files collected to pinpoint problem areas. Use ISA Lite to collect troubleshooting files. See details below. Collect data automatically with ISA Lite 1. ISA Lite fact sheet offers descriptive highlights of ISA Lite. The ISA Lite Best
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Practices page provides tips on using ISA Lite. 2. ISA Lite has automated data collectors available from the drop-down menu on the Downloads page, under IBM Support Assistant Lite. If a product is not on that list, go to the next step below 3. Create your own ISA Lite collector tool through the workbench if it is not on the drop-down list. Follow these steps:
a. Download the product add-on in the IBM Support Assistant workbench b. Click Collect and Send Data. Three options display on the left c. Choose ...Using IBM Support Assistant Lite d. Create the generated collector by completing each of the collector options:
Select a collector (if the installed product add-on does not display, it does not have a Must Gather document and cannot create an ISA Lite collector)
Specify the target directory Specify the filename Click the Export button
e. Transfer the exported IBM Support Assistant Lite collector to a remote system using ftp or any other available file transfer protocol
f. Unzip the exported IBM Support Assistant Lite collector to target location g. Setup JAVA_HOME or be sure that Java is in your path statement h. Run the command runISALite.bat (Windows) or
runISALite.sh(UNIX/LINUX) script from the tool's ISALite directory on the remote system. Execution begins
i. Provide the appropriate responses to any collection prompts. j. Review the collected files or send them to IBM support
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APPENDIX C - MUSTGATHER
The term "MustGather" represents the diagnostic data (system information, symptoms, log files, traces, and so on) that is required to resolve a problem. By collecting MustGather data before you open a PMR, you help IBM Support quickly determine the following:
Whether symptoms match known problems (rediscovery). If you have a non-defect problem that can be identified and resolved. If there is a defect that identifies a workaround to reduce severity. If locating the root cause can speed development of a code fix.
Automated collection of troubleshooting data using ISA Automated data collectors are now available in the IBM Support Assistant to improve accuracy of complete data collection. IBM Support Assistant Lite: A special offering that contains just the data collector component of the IBM Support Assistant Workbench IBM Support Assistant Workbench: For a full range of problem solving features, the workbench contains all the data collection capability of ISA Lite plus much more. The most efficient manner to get the most recent “mustgather” information you need to collect for opening a PMR is to search “mustgather” in the Support Portal. Before you start your search, it is recommended you have selected the appropriate products in your “Manage my product list” frame on the Support Portal site. On the next page is an example for Cognos:
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Here are results from the above search. This will provide you with links to relevant mustgather information for your selected products.
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Here is a sample MustGather document for Cognos 8 Controller.
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APPENDIX D - IBM Electronic Support
IBM Electronic Support offers a portfolio of online support tools and resources that provides comprehensive technical information to diagnose and resolve problems and maintain your IBM products.
IBM has developed many smart online tools and proactive features that can help you prevent problems from occurring in the first place, or quickly and easily troubleshoot problems when they occur.
IBM’s improved personalization of support resources helps you focus on and be alerted to exactly the information and resources needed for efficient and effective problem prevention and resolution.
IBM Electronic Support addresses five critical areas to ensure you have the best possible support experience:
1. Simplifying support and creating more consistency across all IBM products. 2. Delivering intelligent resources and tools that display information focused on the
products you use. 3. Providing proactive capabilities that solve problems before operations are affected. 4. Thriving collaborative communities that connect to worldwide support networks and
knowledge. 5. Enabling seamless and smooth transition between online and live support teams for
quick problem resolution.
IBM Support Portal The new IBM Support Portal is a unified, customizable view of all technical support tools and information for all IBM systems, software, and services. It brings all the support resources available for IBM hardware and software offerings together in one place and is replacing all legacy IBM technical support sites.
Where to start?
Getting started on the IBM Support Portal is easy:
1. Go to the IBM Support Portal. 2. Select the products you are interested in. 3. View your page!
To further customize your portal, click the Sign in link in the masthead and login using your IBM ID. Those without an IBM ID can create one from any IBM web page.
The IBM Support Portal provides powerful features that make it fast and easy to find the exact information or tool you need.
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Select your IBM products and the task at hand for direct access to all pertinent resources.
Browse featured support links that guide you to the most critical and useful information and tools.
Filter the results of a simple text search with one click to pinpoint the most appropriate documents.
Personalize the pages to include exactly the type of information you need, arranged most effectively for you.
That’s complete, customized support. And what does it mean to you and your business?
It can lower your total cost of ownership for IBM technology by giving you flexibility and choice and making you more efficient in keeping that technology – and your business – running.
Visit the IBM Support Portal News and Alerts page for demo videos that introduce the Portal's capabilities and key features.
View Demos http://www.youtube.com/user/IBMelectronicsupport
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APPENDIX E - Service Request Tool The IBM Service Request (SR) application is used to open, update and report on service requests (formerly called Problem Management Records or PMRs) online.
Use IBM SR to:
• Submit and manage service requests on demand: 24 hours a day, seven days a week, 365 days a year.
• Describe your software problem and environment in your own words.
• Monitor and update all your open service requests, regardless of whether they were opened by phone or online.
• Receive notification by e-mail when an update has been made to your service request.
• View closed service requests.
• Manage your SR authorized user lists (feature available only to site technical contacts).
• Update your SR profile, including your name, e-mail, phone numbers, time zone, and e-mail notification preferences.
• Attach files to your service requests.
For help with the SR Tool, please contact the SR Helpdesk at [email protected] .
Obtaining your SR Account Before accessing SR, you must:
1. Have a valid software support contract in place, identified by an IBM customer number.
2. Register for an IBM ID. During registration you select an ID and password that you will use to sign in to IBM SR and other IBM.com web sites that require authentication and secure access.
o If you already have an IBM ID and password from another IBM.com web site, you can use that same ID and password to access IBM SR.
o If you do not already have an IBM ID and password, you may register now. Your IBM ID should resemble an e-mail address. We suggest that you use your e-mail address as your IBM ID.
3. Use your IBM ID to: o Sign in to IBM SR. o After signing in you will be directed to the "Self-Nomination Request
access" page the first time you access IBM SR. o Complete both pages of the "Request assistance" process. o After you complete and submit the form, an e-mail will be sent to:
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5. The STC, if one has been assigned to your support agreement. (These support agreements do not require an STC.)
6. If no STC has been identified for your agreement, or if yours is the first request to access IBM SR using this agreement, then the e-mail will be sent to an IBM administrator who will authorize your access to IBM SR.
7. If you wish to be an STC for this agreement, please indicate this on the first "Request access" page and provide a statement to justify your request on the second page.
After you have accessed IBM SR for the first time, you can access SR any time using the following steps:
From the IBM software support site:
1. Go to the IBM software support web site.
2. Select the Open service request link from the software support task navigator.
3. Select SR.
4. Enter your IBM ID and password to sign in to IBM SR.
From the IBM.com home page
1. Go to the IBM home page.
2. Select the Open service request link from the Get support tab (look under the Technical help heading).
3. Select the country where you are requesting support.
4. Select the "Software" option for Type.
5. Select the “All other software” option for Select product.
6. Select the "Submit" button.
7. Enter your IBM ID and password to sign in to IBM SR.
SR Tutorial Please visit the SR Tutorial to enhance your knowledge and experience using the SR Tool. To access the tutorial, please use the following link.
https://www-304.ibm.com/support/electronic/resources/using_sr_viewlet_swf.html
You may also view SR training videos available on YouTube:
Registering Accessing Navigating Service Request test system
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Primary Site Technical Contact Also known as PSTC, Site Technical Contact and Primary STC; there is one per Passport Advantage Site. A PSTC is only assigned for a Passport Advantage agreement, and is the person at a customer's Site who is designated as the primary technical contact when IBM software is purchased. The PSTC is responsible for assigning Secondary Site Technical Contacts (SSTCs) and Authorized Users to their agreements to give them access to the Service Request (SR) tool.
The PSTC is authorized to:
• Add as many as nine secondary STCs and unlimited authorized users and authorized readers.
• Change the caller type for SSTCs and authorized users and authorized readers.
• Change the status for SSTCs, authorized users and authorized readers. Possible statuses are:
• Active: allows the user to view existing service requests and submit new ones.
• Inactive: allows authorized users to view existing service requests only; inactive users cannot submit new service requests. Inactive users can be reactivated.
• Terminated: revokes the user's access to SR.
• Open service requests and view all service requests for that site.
Secondary Site Technical Contact Also known as Secondary STC or SSTC or STC; there may be up to nine per support agreement. A person at a customer's Site who is designated by the Primary Site Technical Contact (PSTC), or IBM Administrator if no PSTC is assigned. The SSTC is responsible for managing the list of authorized users allowed to access SR. The SSTC/STC is authorized to:
• Add unlimited authorized users and authorized readers, and can also add other SSTCs.
• Change the status for authorized users and authorized readers. Possible statuses are:
• Active: allows the user to view existing Service Requests and submit new ones.
• Inactive: allows authorized users to view existing service requests only; inactive users cannot submit new service requests. Inactive users can be reactivated.
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• Terminated: revokes the user's access to SR.
• Open service requests and view all service requests for that site.
For SVP Support Providers, a STC must be your employee and identified as one of your certified support resources.
Authorized User A person at a customer site who is designated by the Primary Site Technical Contact (PSTC), Secondary Site Technical Contact (SSTC) or IBM Administrator for SR to open Service Requests (SRs) and view all service requests for that customer site and support agreement. There is generally no limit on the number of authorized users per support agreement.
For SVP Support Providers, an authorized user must be your dedicated employee and identified as one of your certified support resources.
Designating your Authorized Callers for the SR tool http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.srtool/srtool/1.0/Overview/SR_for_STC/sr_for_stc_viewlet_swf.html?noframes=true
View this tour to be shown how the Primary and Secondary Site Technical Contacts (STCs):
Manage their company's Authorized Caller/User list. Grant their company's employees access to SR. Manage their company's Business Partner (BP) relationships. Grant BPs access to SR. Approve per-incident Service Records (SRs) created by a BP. Request a BP relationship to allow a BP to create and submit SRs on their
company's behalf.
Viewing time is approximately 10 minutes.
How to change the Primary Contact, or Site Technical Contact: You can request this update by contacting the Passport Advantage eCustomer Care team. The eCustomer Care team can be reached in the following geographies:
Americas - [email protected] or 1-800-978-2246 EMEA - [email protected] AP - [email protected]
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Japan - [email protected] or 0120-450-260
KEY: Request needs to be submitted by the current Primary contact
Primary Contact: IBM will communicate with the Primary Contact, regarding changes to the Agreement or other contractual issues. If the Primary Contact is the only contact specified, IBM may consider the Primary Contact to be the sole contact for all purposes.
Site Technical Contact: The Site Technical Contact is responsible for overall support compliance for the Passport Advantage site and maintaining authorizations for support-related Web and tool access.
Please be sure to include all of the following information:
• Company Name
• IBM Site ID (if known)
• IBM Customer Number
• Country
• Name of position to be updated (Primary Contact, Site Technical Contact, etc.
• Contact Name: • Title/Position • Street Address: • City: • State: • Postal Code: • Country: • Telephone/Ext: • Fax: • Email Address:
Please be aware that if you submit a request for changes and are not currently the designated Primary/Business Contact or Administration Contact you may be contacted to confirm that you have the appropriate authority within your organization to request such changes.
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Opening a PMR To place support calls with IBM, there are 2 primary methods available to you. It is recommended to always open a PMR electronically through the SR tool, unless you have a system down situation. For a system down situation, contacted IBM Support by phone may be used. Submitting problems electronically
Through the electronic problem submission Web site(s), you may post support questions electronically to the same support specialists who staff IBM's telephone support lines. Prior to submitting a problem via the Internet you will need the same information as if you were reporting a problem by telephone. This capability allows you to put all of the pertinent information about your problem into the problem record via the Internet without having to wait for someone to call you back. This should save you time and help with problem resolution time. Refer to the Contacts section for more information on the tools available to submit problems electronically.
Open service requests is a tool to help clients find the right place to open any problem, hardware or software, in any country where IBM does business. This is the starting place when it is not evident where to go to open a service request. Service Request (SR) tool offers clients online problem management to open, edit and track open and closed PMRs by customer number for all IBM software. Time saving options create new PMRs with prefilled demographic fields; describe problems yourself and choose severity; submit PMRs directly to correct support queue; attach troubleshooting files directly to PMR; receive alerts when IBM updates PMR; view reports on open and closed PMRs. You can find information about getting help for SR at http://www-01.ibm.com/software/support/help-contactus.html
Voice access
IBM Voice Support is available for software products through a Single Point of Contact (SPOC) telephone number in your country (where available). You will be required to provide your IBM Customer Number for validation of the support service to which you are entitled to as well as the product about which you are calling.
Please refer to the Contacts section for specific country phone numbers. The contact number(s) for your country(ies) can be found by visiting the IBM Directory of worldwide contacts at http://www.ibm.com/planetwide/
Additional information can be found in the IBM Support Handbook and the SVP Support Providers Operations Guide.
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If you are submitting a severity one problem outside the normal business hours for your country, you should open your problem by voice. Alternatively, you can open a PMR through the SR tool, and follow-up with a call to your local support center referencing the problem number you receive on the web. We want to ensure that your emergency call will be handled appropriately.
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APPENDIX F - IBM Assist On-Site If necessary, with our live remote-assistance tool a member of our support team can remotely view your desktop and share control of your mouse and keyboard to get you on your way to a solution. The tool can speed up problem determination, collection of data, and ultimately, your problem solution.
A member of our support team will talk with you first to determine the nature of the problem. You should open a problem via the normal methods and the support engineer will decide whether this tool is the right approach for your particular problem.
If you are requested by IBM Support to establish an Assist On-Site (AOS) remote session, you will need test your connectivity to the Assist On-site network by using the connectivity tool provided below.
Assist On-site Connectivity Test
From more information on the AOS tool, please visit http://www-01.ibm.com/support/assistonsite/
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APPENDIX G - Escalations
At any point in the service process by, your expectations are not being met by the level of support being provided, it is important to note there are options for you to report or escalate the problem.
Escalation Procedures include the following:
• Be certain to explain the business impact of your problem. It may be necessary and appropriate to raise the severity level of the problem.
• Ask to speak the Duty Manager. Escalations to the Duty Manager will receive prompt attention, working with the technical staff and will maintain management focus. Simply call your local IBM Support number, reference the PMR, and ask to speak to the Duty Manager.
• If warranted, it might be necessary to open a Compliant or CritSit to bring increased attention to the issue. You should contact your local account team to initiate this process.
• Make certain your certified support resources are available and dedicated to work with IBM Support during the entire escalation.
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APPENDIX H - Tools & Resources Accessed through the IBM Support Portal, the Electronic Support portfolio helps you address specific support needs.
Prevent problems and stay current My Notifications Subscription capability for hardware and software technical updates.
Choose from daily and/or weekly e-mail or RSS feeds with multiple subscription options. Choose flashes, downloads, technotes, publications, and much more.
Alerts & Flashes Highlights critical information about known issues. Alerts and Flashes can be found on the main page of the IBM Support Portal.
Electronic Service Agent (ESA) Tool resides on the client’s system and automatically reports problems to IBM Support. Also transmits inventory information to IBM upon installation and as inventory changes.
Find information Technical Support Information Starting at the IBM Support Portal, clients can browse
IBM’s extensive technical support library and knowledgebases to find information about IBM systems, software and services products, and to find answers to critical questions.
IBM Redbooks Publications that provide positioning and value guidance, installation and implementation experiences, typical solution scenarios, and step-by-step "how-to" guidelines. Will often include sample code and other support materials available as downloads from this site.
Information Centers & Product Libraries Provide a powerful online interface for finding technical information on a particular product, offering, or product solution to help you plan, install, configure, use, tune, monitor, troubleshoot, and maintain the product. Contains reference material such as product commands, parameters, and system values.
Download fixes and upgrades Fix Central Allows you to search, select, order, and download fixes to your system with a
choice of delivery options. Fixes provide changes to your software, Licensed Internal Code, or machine code that fix known problems, and add new function.
IBM Support Assistant (ISA) Downloadable serviceability workbench with multi-source search capabilities, easy access to technical product information, common and product-specific troubleshooting tools, automated local and remote data collection and SR tool connection.
My Systems inventory Presents a report card with detailed information about your systems and lets you compare two or more systems.
IBM Assist On-site AOS is a live remote-assistance tool used to help resolve complex issues. It allows IBM support team members to securely view and share control of your desktop.
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Learn more IBM Training & Certification IBM offers a comprehensive portfolio of technical training
for individuals and companies to acquire, maintain and optimize their IT Skills. IBM Education Assistant IBM Education Assistant is a collection of multimedia
educational modules designed to help clients gain a better understanding of IBM software products and use them more effectively to meet your business requirements.
Contact IBM Support IBM Service Request Online problem management tool to open, edit and track open and
closed Problem Management Records (PMR) by customer number. Requires registration and approval.
IBM Planetwide Directory Online directory of technical support phone numbers.
Follow us on Twitter, YouTube and the IBM Electronic Support blog.
Software Support Site Tours http://www-01.ibm.com/software/support/sitetours.html
To enhance your support experience, please visit the Software Support Site Tutorials. Each tour will provide "how-to" instructions using screen shots and animation to help you get the most out of our site. You can read more about how to control the tours on our "How do I?" site assistance page. Tours include:
• Highlights of our design changes
• How to use IBM Software Support
• My Notifications
• Tour for Authorized Callers
• Tour for Technical Contacts
• How to register for SR
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APPENDIX I - Downloading Software
NOTE: Access to Software for internal use and/or pre-sales/development/POC support requires purchase of IBM PartnerWorld Value Package and is accessed exclusively through PartnerWorld. See appendix K for more information.
To download software authorized to you as a support provider:.
1. Sign into Passport Advantage Online as a Reseller.
http://www-01.ibm.com/software/howtobuy/passportadvantage/pao_biz_partners.htm 2. Select “Reseller sign in”, and log in with your reseller login information.
3. Select “Software download”
4. Select “Agree”
5. Select “Download Finder”
6. Select “View all my downloads”
7. Select the product you want to download
8. Select “Continue”
Note: The software entitlements available to you as a support provider reflect the licence and S&S entitlements your company has purchased under your IBM contract. If you do not see a product available for download, it is most likely because you have not purchased the software under your contract, and the software is not available for end-customer use. If so, you can download software for pre-sales use only, through IBM PartnerWorld.
Software Download FAQ
Q: Am having trouble with PAO downloads, site navigation, nomination requests. Who do I contact for help?
A: Contact IBM e-Care in your region: http://www-01.ibm.com/software/lotus/passportadvantage/pao_assistance.html
Q: Why has my Site ID changed?
A: When you applied to PartnerWorld, you may have been assigned a new Site ID and ICN to reflect our new relationship. Your PSTC may have to confirm registration of the new site before downloads can be accessed.
Q: Can you transfer the contacts from my old FCT Site ID to my new SVP Site ID?
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A: Unfortunately we cannot automatically transfer contact information. PSTC or designates are responsible for contact administration
Q: Why are we missing product entitlements?
A: Confirm that S&S for missing entitlements has been paid. If the invoice has recently been paid, it may take a few days to update the customer profile. Otherwise, contact your Channel Support Manager: [email protected] or Renewal representative to further assist you.
Q: How do I get access to software for evaluation purposes?
A: Support Partners may purchase the IBM Value Package for access to software and pre-sales/development and POC support (for the portfolio they are authorized to resell).
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APPENDIX J - FIX Central - Software Fix Packs http://www-933.ibm.com/support/fixcentral/
Fix Central allows you to search, select, order, and download fixes to your system with a choice of delivery options. Fixes provide changes to your software, Licenses Internal Code, or machine code that fix known problems, add new function, and more.
1. Go to the Fix Central Website: http://www-933.ibm.com/support/fixcentral/
2. Select the appropriate Product Group, Product, Installed Version and Platform that you want to search, then press ‘Continue’
3. On the next screen, select ‘Browse for fixes’, then press ‘Continue’
4. Select the fix you want to review, or refine your search.
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APPENDIX K - Support for POC’s, Demos, Development Support
Support for your internal use, demos, POCs, development, software evaluation technical support, and other pre-sales activities is only available through PartnerWorld with the purchase of their Value Package.
Value Package You have the option of purchasing additional PW benefits for IBM Cognos software through the IBM PartnerWorld Value Package. Benefits include:
• Software Access – allows you to download IBM software for purposes of demonstration, evaluation, development, testing, and education.
• Support – offers remote technical assistance during regular business hours to help you resolve issues encountered during the development, selling and initial implementation/pre-production use of IBM software. Support is for support for non-production technical support only: demos, software support environments, and sales support related activities leverage
• Exclusive Content – provides access to a variety of communications that keep you current and assist you in positioning IBM software products and services
• You Pass, We Pay: Support Partners will need to review eligible certifications and classes that apply for reimbursement.
• https://www-304.ibm.com/jct01005c/partnerworld/mem/learn/tac_wepay_yp_q3_na.html
For a complete listing and description of benefits available through the Value Package as well as purchasing instructions, go to http://www.ibm.com/partnerworld/valuepack
An annual Value Package fee is required for each country you are authorized to sell licenses and provide 1st level support.
The Value Package will need to be ordered through your PartnerWorld Authorized Profile Administrator (APA)
NOTE: The Value Package is a must:
To download software, or access evaluation software, through Software Access Catalog.
For support for internal use, demos, POCs, development, software evaluation technical support, and other pre-sales activities.
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In order to access PartnerWorld and Value Package benefits you must:
1. Register for an IBM ID. An IBM ID is used to sign into the PartnerWorld Web site, PartnerWorld Profiling System and future IBM Business Partner applications.
2. Add yourself to your company membership.
• You need your company-unique token (16 alphanumeric characters), which can be obtained from your company’s Authorized Profile Administrator.
• Link to Update Profile in Profiling Tools. Click Update Profile (top right of page).
• Paste the company-unique token supplied by the APA into the Company token field.
• Complete the required fields and click Save. For help, see the Partner World Profiling System User Guide.
• Your APA must approve your association with the company. Once approved you will receive an email with further information.
• See PartnerWorld FAQ for help: http://www-2000.ibm.com/partnerworld/pwhome.nsf/weblook/cpw_faq.html
Submitting Pre-sales, Development, POC questions Remote e-mail and remote voice questions and answers (Q&A) support, available in English – Comprehensive support for application development efforts (assumes you have the Value Package Benefit).
https://www-304.ibm.com/partnerworld/wps/servlet/mem/ContentHandler/pw_com_pwp_index
1. Sign into PartnerWorld with your IBM ID and password.
2. Select ‘Technical’ (in the left hand navigation bar)
3. Select ‘Support’ (in the left hand navigation bar)
4. Scroll down to under Problem reporting and service requests.
5. Select ‘Entitled e-mail and voice technical support’
6. Scroll down to and under Remote e-mail support
7. Select Access remote e-mail support
Pre-Sales Knowledge Database - Business Partner Q&A
https://www-304.ibm.com/partnerworld/bpqa/bpqades.nsf
Search for published technical content across more than 40 technical knowledge bases and support systems, including Techdocs, Retain, Redbooks, and more..
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APPENDIX M - Key Contacts
For assistance with access to Passport Advantage, managing BP/Customer relationships or questions about the various features or functions of Passport Advantage eCustomer Care provides instant help via telephone
Locate the telephone number in your region: http://www-01.ibm.com/software/lotus/passportadvantage/pao_assistance.html Or, Email: [email protected]
For SR Logging Issues (email support only)
Email: [email protected]
Contact PartnerWorld Help for site administration, profile updates, download assistance & navigation
http://www-2000.ibm.com/partnerworld/pwhome.nsf/weblook/cpw_index.html
For questions regarding the SVP program, general sales questions and where to find information
Global: AskSoftwareValue [email protected] United States and Canada: [email protected] Europe/Middle East/Africa (EMEA) Countries: [email protected] Latin America Countries: [email protected] Asia Pacific Countries: [email protected] Japan: [email protected]
For questions about the SVP SPP relationship, performance requirements, application status, renewal assistance
Please contact your designated Channel Support Manager Or, contact Channel Support Management: [email protected]