ibm data management support for customers: ibm data management home page - a primer janet...
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IBM
Data Management Support for Customers:
IBM Data Management Home Page - http://www.software.ibm.com/data
A Primer
Janet [email protected]
IBM Informix Support
Support Center Numberƒ 1-800-274-8184
Several different types of Supportƒ Assuranceƒ OpenLineƒ Regencyƒ Enterpriseƒ Time & Materials (Per Call)
Will accept calls that ƒ report defectsƒ request assistance with problem diagnosis and determinationƒ request usage assistance, within limits
Will not accept calls ƒ without valid contract number or serial number
United States Support Structure (Informix)
Information needed to open a PMR:Serial Number Customer name and phone numberBrief description of the software problem & business impact
Option 1 = Existing Case
1-800-274-8184
Option 2 = New Case
Option 3 = Customer Service
Option 7 = Regency & Enterprise
Option 9 = System Down
Option 4 = Sales & Support
Numbers
Option 1 = Servers
Option 2 = Tools
Option 3 = Connectivity
IBM Informix Support
Assuranceƒ Updates (maintenance releases)ƒ Upgrades (preferential pricing for major releases)ƒ TechInfo Center
OpenLineƒ Direct-to-engineer, hot line support
Premier Supportƒ Regency
Tier 1 (up to 6 accounts)Tier 2 (up to 4 accounts)Tier 3 (1 account - mission critical)Standard Regency Services
Regency Status ReportsOn-going, In-depth Account Analysis Maintenance and Support PlanningCase ManagementSupport Advocacy
ƒ EnterpriseOnsite Support
24 X 7
Priority (Severity)
Priority 1 ƒ Critical business impact, this indicates you are unable to use the
program resulting in a critical impact on operations. This condition requires an immediate solution
ƒ requires customer contact if off-shiftPriority 2
ƒ Significant business impact, this indicates the program is usable but is severely limited
Priority 3 ƒ Some business impact which results in the program being usable
but, with some features (not critical to operations) unavailablePriority 4
ƒ Minimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.
Informix Support Escalation
Request someone elseRequest a managerElevate problem priority to "1"
ƒ be judiciousƒ "boy who cried wolf" syndrome ƒ be prepared to work past prime shift
Contact local sales team Contact local sales team and request "critical situation"
Useful Informix Web Sites
http://www-4.ibm.com/software/data/informix/support/ƒ support offerings
http://www.informix.com/techinfo/ƒ TechInfo Center is a benefit available to Informix Certified
Professionals, Assurance, OpenLine, Regency and Enterprise customers only
http://www-4.ibm.com/software/data/informix/ƒ Informix product family
http://www.iiug.org/new/ƒ International Informix User's Group
MeetingsForums
http://www-4.ibm.com/software/data/informix/pubs/ƒ Informix library
BooksBrochuresWhite Papers
Informix User Groups
International Informix User's Group (IIUG)ƒ http://www.iiug.org/ver1/index.html
Washington, DC Area Informix User Group (WAIUG)ƒ Contact: Lester Knusten 703.256.0267 x102
[email protected]ƒ Joe Kennedy 301-803-1974 [email protected]
Norfolk Informix User Group ƒ Contact: Warren Heising 301-803-2293 [email protected]ƒ Joe Kennedy 301-803-1974 [email protected]
comp.databases.informix ƒ via newsgroup serverƒ via HTML-interface like www.google.com or www.deja.com
Informix Internet Newsgroups
New Informix Product Requirements/Requests for Enhancement
Attend DB2 Technical Conference (IDS included)Ask your sales team to submit a FEATURE REQUEST
IBM Support - Supportline
Support Center Numberƒ 1-800-237-5511
Supportlineƒ Normal (Per Call, Monthly, Annual)ƒ Premium Responseƒ Limit to # of contacts on contractƒ can be extended for additional fee
Will accept calls that ƒ report defectsƒ request assistance with problem diagnosis and determinationƒ request usage assistance, within limits
Will not accept calls ƒ where it is evident that a consulting resource is required
consultling or onsite consultantƒ that are related to performance and/or tuning
United States Support Structure
Information needed to open a PMR:7-digit IBM Customer NumberCustomer name and phone numberName of product needing support, including platformsBrief description of the software problem & business impact
Option 1 = OS/2, Windows
IBM Level 2 / change teamsproduct groups
Level 3 / development labs
Tivoli Support
Lotus Support
1-800-237-5511
Option 2 = AS/400
Option 3 = AIX & UNIX
Option 4 = OS/390, MVS
Option 5 = Networking
Option 7 = SW Servers
Option 8 = Lotus & Tivoli
Option 6 = Retail Systems
IBM Support - Passport Advantage
Same support center numberIncluded with software maintenance for all distributed softwareOpen authorized caller list
ƒ open to anyone within customer's I/T organizationƒ managed by customer's Site Technical Contact (STC)
Includesƒ assistance with problem diagnosis and determination during
normal business hoursƒ defect support ƒ usage assistance, within limits ("routine", "short duration")ƒ support for mission critical emergencies (sev 1) during off-shift
hoursƒ voice and electronic (where available) access via the Web
Response objective is two hours during prime shift ƒ Toronto objective for initial callback is 1 hour during prime shift
Response objective for critical/emergency problems during off-shift hours is two hours.
Will not accept calls ƒ where it is evident that a consulting resource is required ƒ that are related to performance and/or tuning
E-Care
New capability for electronic submission and problem management
URL is http://www.ibm.com/software/data/support/Registration requiredCan submit sev. 2, 3, or 4 PMRsCan manage any PMR
IBM Support
You will first be connected to an entitlement coordinatorHe/she will take an initial description of the problem and place your PMR in a queue
Ensure that you provide a full product description, including edition, version/release, os platform, fixpack levels
ƒ e.g. "DB2 UDB Enterprise Edition V7.1 for AIX with fp 2" A specialist will call you back
Severity
Severity 1 ƒ Critical business impact, this indicates you are unable to use the
program resulting in a critical impact on operations. This condition requires an immediate solution
ƒ requires customer contact if off-shiftSeverity 2
ƒ Significant business impact, this indicates the program is usable but is severely limited
Severity 3 ƒ Some business impact which results in the program being usable but,
with some features (not critical to operations) unavailableSeverity 4
ƒ Minimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.
Useful Web Sites
http://www.ibm.com/software/data/db2/udb/winos2unix/support ƒ DB2 & DB2 Connect Support Site ƒ product publications, fixpacks, apar search, flashes, technotes
http://www.ibm.com/software/data/developerƒ DB2 Developer Domain
http://www.software.ibm.com/dataƒ IBM's main Data Management Web Page
http://www.redbooks.ibm.com ƒ access IBM redbooks online and via PDF
http://www.idug.orgƒ International DB2 User's Group
MeetingsForums
http://www.software.ibm.com/support/ƒ IBM software support homepage
http://www.software.ibm.com/data/db2/library ƒ DB2 Library Main Page
http://www.db2mag.comƒ db2 magazine
User Groups
International DB2 User's Group (IDUG)ƒ http://www. idug.org
New England DB2 User's Groupƒ Contact: Charlie Perkins, 617/563-2208, [email protected],
Web Site http://members.aol.com/nedb2ug/ Delaware Valley DB2 User's Group
ƒ Contact: Rachel Murawski, 717/821-1222, [email protected], Web Site http://www.dvdug.org
Tridex of NY/NJƒ Contact: Nate Murphy, 609/234-2353,
New Product Requirements/Requests for Enhancement
Attend DB2 Technical Conference, GUIDE, SHAREAttend periodic briefings at the development labsAsk your sales team to submit a REQUEST (now called a FITS)