software support handbook
TRANSCRIPT
Version 5.0.1http://support.ibm.com
2 November, 2014
Cover design by Rick Nelson, IBM Raleigh
What’s New . . .
Phone Contacts
Version 5.0.1 dated August 2014 updated many of the web links to align with IBM’s constantly changing internet landscape.
The November 2014 update changes the ownership of this handbook, after 18 years.
I would appreciate your feedback on what you like and what you think should be improved about this document. e-mail me at [email protected]
3 November, 2014
ContentsWhat’s New ................................................................................... 2Overview of IBM Support .............................................................. 4 IBM Commitment......................................................................... 4 Software Support Organization ...................................................... 4Software Support Portfolio ................................................................. 5IBM Software Support ...................................................... 5 Support Foundation .......................................................................... 5 Passport Advantage & IBM Software Maintenance ................................ 6 System z (S/390) ......................................................................... 7 Support Line and SoftwareXcel ..................................................... 7 IBM Selected Support Offering ....................................................... 8Premium Support ............................................................................ 8 Enhanced Technical Support ........................................................ 8 IBM Software Accelerated Value Service.................................................. 9 Advanced Support for System i & System p ............................................. 10 Custom Requirements ........................................................ 10Client Electronic Support ............................................................................. 12Contacting Software Support ................................................................. 14Getting IBM Software Support ................................................................ 14 Electronic Access ......................................................................... 15 Voice Access ......................................................................... 16 Response Objectives ................................................................ 16 How your call is handled by IBM Software Support ................................... 17 How a Code Defect is Handled by Support .... ................................... 17 How Technical Questions (How-to/Install) are handled by Support ........................................................... 18 Your Responsibilities ................................................................... 19Escalation Procedures ................................................................ 19
Reopening A PMR/Incident/Support Case ............................................ 19 Submitting Software Requirements ..................................................... 19Preventing Problems ......................................................................... 21Practices .......................................................................... 23 Lifecycle and Support Extensions ......................................................... 23 Running on Unsupported Operating Systems ............................................. 23 Third party and open source software .............................................. 23Additional Detail on Services ......................................................... 26Passport Advantage How To .................................................................... 28Appendix A: Problem Identification Worksheet ......................................... 30Appendix B: Passport Advantage Site Technical Contact....................................... 31Appendix C: Contact Information ........................................................... 33Appendix D: Acquisitions (Ascental, Consul, Datapower, Filenet, Micromuse, etc. )...... 34Appendix E: Canadian Technical Support Offering............................................ 45Appendix F: Acronyms & other terms ...................................................... 46
Disclaimer: IBM reserves the right to make changes to the Software Support Guide and the policies within it at any time to
improve or enhance the support provided to our customers. All changes will be posted to our Web version of this guide at
http://www.ibm.com/support/customercare/sas/f/handbook/home.html and will be included in future printed editions of this guide.
QUESTIONS: If you have any questions concerning this guide or the policies and procedures included within, please
contact the author Matt Markie at email: [email protected]
© Copyright IBM Corp. 1996, 2014. US Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule
Contract with IBM Corp.
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Overview of Support
also recognize that in order to enable you to concentrate on your core busi-ness issues, it is crucial that we provide world class information technology services that complement our informa-tion system solutions.
The intent of software support is to provide you with the quality software support and services you need. Our vision is to achieve a level of support excellence that exceeds your expecta-tions and differentiates IBM in the marketplace by providing:
• Rapidresponsetoyourrequests• Fastrelieftohighimpactproblems• Timelyproblemresolution• Highqualityfixesandinformation• Up-to-dateserviceandinstallation
information.
We are committed to achieving the highest level of customer satisfaction intheindustry,withqualityfocusedprograms designed to provide services thatenhanceandmaximizetheuseof IBM products. As your solutions partner, we are dedicated to enabling your success.
Software Support Organization IBM’s software support organization is aglobalnetworkofcenterswithexper-tise across our broad product portfolio.
The organization is made up of teams of individuals that work together to provide you with the responsive softwaresupportthatyourequire.Ourworldwide centers are structured to provide you with local language access in most major countries and with the skills to help you identify the source of your problem amongst the products for whichyouhavepurchasedsupport.Forcomplexproblems,wehavespecial-ized, skilled product teams with access totheexpertsinourDevelopmentLaboratories,asrequired.Therefore,you have access to the right level of IBMexpertisewhenyouneedit—nomatter where they are located.
The people of our software support organizations are highly skilled, motivated, energetic, and are eager to solve your software problems or answer yourquestions.Ourgoalistoensureyour satisfaction each time you need to contact us for support by:
• respondingtoyourrequestswithintargeted guidelines
• providingongoingcommunicationre-garding your problem status through problem resolution
• takingownershipofyourrequestforsupport
• providingadefinedescalationprocesswhen management assistance is needed
• maintainingourcommitmenttocon-tinuous improvement of our service processes
Welcome To IBM Software SupportThe purpose of this document is to provide guidelines and reference materials that you may need when yourequireIBMserviceandsupport.Actual terms and conditions are found in the license materials for your soft-ware. We’ve produced this guide with the following objectives in mind:
• TointroduceyoutoIBMSoftwareSupport,includingouroperatingsystems applications and middleware such as Information Management, Lotus,Rational,Tivoli,andWeb-Sphere
• Provideinformationonthesupportand services currently available fromIBM,includingdefinitionsofprograms, policies, and procedures
• HelpyoutoeffectivelyutilizeIBMSoftwareSupport
• ExplainhowyoucanenhanceyourIBMSoftwareSupportwithaddi-tional services to meet your needs
• IntroduceyoutothepeopleofIBMSoftwareSupportPleasereviewthisguidecarefullyas it contains important information regarding the service and support of your IBM products. Thank you for choosing IBM solutions!
The IBM CommitmentWe believe that having your business is both a privilege and a responsibility. We hope to maintain that business by providing you with solutions to your information technology problems. We
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Software Support Portfolio
General Self-help Capabilities include features like:
• Basic search capability for the follow-ing: • IBM software defects, that is, closed
APARs(AuthorizedProgramAnalysisReport)
• Softwarefixes• Technotes for resolved issues.
• Information on how to purchase soft-ware support
• Marketing Information, such as product overviews,newsletters,RedBooks,WhitePapers,andAnnouncementLetters
• Technicalinformation,suchasRed-BooksandWhitePapers
• Links to education and training infor-mation
• LinkstothisSoftwareSupportHand-book
CurrentlythereareseveraltypesofsupportavailableforthefamilyofIBMSoftwareProducts.Thepyramidbelowoutlinestheprogression of support available.
Support Foundation
SupportFoundationofferings provide comprehensive,
highqualityremotetechnicalsup-porttoyourITorganization.Remotetechnical support allows you to obtain assistance from IBM for suspected defectsandproduct-specific,task-orientedquestionsregardingtheinstallation and operation of currently supported IBM software products. Theseofferingsdonotextendthean-nouncedendofservicedate(programservices)andtheremotetechnicalsupport included in this offering will be provided until the end of service dateforaproduct.SupportFoundationofferings are not intended for end-user help desk support.
Electronic Support:All IBM customers are entitled to take advan-tageoftheElectronic
Supportservicesavailableathttp://support.ibm.com . We offer a vast range of on-line service offerings designed to augment and enhance the value of your IT operation. With these resources and tools, our self-help software support Internet site will meet many of your support needs.
ElectronicSupportwillbeavailableforatleastoneyearfromwhenyouacquireyour product from IBM.
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IBM Software Support
SupportFoundationofferingssupple-ment your support staff skills by providing telephone or electronic access to IBM’s technical support knowledgebase(s)andtechnicalproduct specialists.
Assistance provided by Support Foun-dation offeringsSupportFoundationofferingspro-vide:
• Remoteproblemanalysisandassistance during normal country business hours in yourtimezone.Forexample,in North America, those hours would be Monday throughFriday,8:00A.M.to5:00P.M.,excludingnationalor statutory holidays.
• Assistance with identify-ing the failing product/component.(Performedfor products covered by a supportcontract.)
• Assistance with remote problem determination and resolution.
• Providedinlocallanguagefor most major countries.
• Voice and electronic access support for code-related problems.
• Supportforroutine,shortdu-ration installation and usage questions
• 7 day, 24 hour support for mission critical emergencies (Severity1)duringoff-shifthours.
• Providedbyvoiceinmostcountries.
• ProvidedinEnglish,withthe local language accom-modated when possible.
• Telephone(voice)orelectronicaccess via the Web, in coun-tries where it is available.
• Responsetimeobjectiveoftwo hours during prime shift
for voice and electronic problem submissions.
• Responseobjectiveforcritical/emergency problems during off-shift hours is two hours.
• Unlimitednumberoftechnicalsup-port incidents.
Support Foundation Offerings
Offeringsinclude:• SubscriptionandSupportacquired
throughPassportAdvantageandPassportAdvantageExpress
• SoftwareMaintenanceforSystempandSystemisoftware(SWMA)
• SupportLine• SoftwareXcelforU.S.Systemz
customers • SelectedSupportfordesignatedno-
charge IBM and non-IBM products
Maintenance acquired through Passport Advantage or Passport Advantage Express
PassportAdvantageandPassportAdvantageExpressarecomprehensiveIBMofferingsthatcoversoftwarelicenseacquisition,prod-uct upgrades and technical support under a single, common set of agreements, processes and tools. To ensure our customers always have access to the latest version of their software and to remote technical support, SubscriptionandSupportisincludedinthelicenseacquisitionforalldistributedsoftware products and is renewable on an annual basis.
Technical support offers customers an integrated technical support solution for IBM distributed software. In addition to the SupportFoundationfeatures,thefollowingare also included:• Access to registered Web site for
enhanced electronic support features (excepttheoperatingsystemsoftware):
• Downloadinterimfixesandfixpacks.• Searchfortechnotes,authorized
programanalysisreports(APARs)andother product and technical informa-tiontohelpanswertechnicalques-tions.
• Receiveweeklye-mailupdatesforflashesandfixesthatcanbeenabledthroughtheMyNotificationsfunction.
• SubmitandtrackProblemManage-mentRecords(PMRs)electronicallybyusingtheServiceRequest(SR)tool.
• AbilitytoassignaSiteTechnicalContact(STC)whomaintainsthelistoftechnicalISstaffwhomyouauthorizetosubmit/view problem records to IBM.
• There is no limit to the number of technicalISstaffwhocanbeauthorizedtosubmitproblemstotheIBMSupportspecialists.
Refertothe“AdditionalDetailonServices”chapterofthisbookandthePassportAd-vantage website for more information about PassportAdvantageandPassportAdvantageExpress:http://www.ibm.com/software/howtobuy/passportadvantage/
IBM’s Software Maintenance for System i and System p software
IBMSoftwareMaintenanceofferingsforSystemiandSystempprovidecom-prehensive coverage for software license acquisition,productupgradesandtechni-cal support under a single, common set of agreements, processes and tools. To ensure our customers always have access to the latest version of their software and to remote technicalsupport,SoftwareMaintenanceisincludedinthelicenseacquisitionforallSystemiandSystempoperatingsystemsand associated software products, and is renewable on an annual basis.
IBM’s Software Maintenance for Storage Products
Softwaremaintenanceisamust-haveforall IBM storage licensed software products. SoftwareMaintenance(SWMA)providesSupport&SubscriptionforallIBMstorage
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licensed software running on IBM stor-age hardware products. By default, it is bundled with the software license with the initial product sale.
The following list are just a few of theexamplesofIBMstorageproductsthatrequireSWMAinadditiontoHWwarrantyand/orHWMA:includeXIV,StorwizeV7000,StorwizeV5000,thenewFlashSystemV840,Protec-TIEReditions,SONAS,SANVolumeController, etc.
HWMAcannotbeusedtosolutionSWissues with your storage products.
IBM Software Secure Support via U.S. Citizens
IBMSoftwareSupportviaU.S.CitizenscomplementstheprerequisiteIBMSoftwareMaintenanceforAIX,IBMSoftwareMaintenanceforselectAIXLPPs,SupportLineforStorage,SupportLineforLinuxandSystemzDefectsupport,byprovidingstandardIBMsoftwaresupportexclusivelybyU.S.citizenswhoarelocatedintheUnitedStates.• IBMprovidesU.S.Citizensup-
port via telephone, only to your informationsystems(IS)technicalsupport personnel during prime shifthoursof8AM-5PMinyourtimezone,MondaythroughFriday,excludingnationalholidays
• AServiceRequestwillbecreatedandplacedinanincomingqueuewhich is managed and handled byaU.S.citizen.IBMprovidesassistanceforyour1)routine,shortduration installation and usage (how-to)questions;and2)code-relatedquestions(“Support”).Informationsystems(IS)technicalsupport personnel can open an unlimited number of technical support incidents.
• Responsetimeobjectiveiswithintwo hours during prime shift hours of coverage for voice prob-lem submissions
ing, self help from the Internet is still available.
AthirdtypeofproductontheSystemzplatform are those which are intended to be installed and run on any platform. Those products carry the support characteristics of the distributedplatforms(describedbelow)
Discontinuance of Program ServicesIBM provides program service for most of its software products, as assurance that failures toconformtospecificationswillbeaddressed.Thus, discontinuance of program service for the last release in a version of a software product is anindicationofIBM’sexpectationthatcus-
tomerswillnotexperiencedisruptions due to program defects. When service is discontinued, corrections to known problems remain available, but the develop-
ment team is redirected to other work, and no new, tested corrections will be generated for general use. Known problems may be reviewed and ordered via electronic vehicles such as the internet(e.g.,http://support.ibm.com)HoweversupportprovidedbytheIBMSupportCenterwill be discontinued. At discontinuance of pro-gram service, associated services terminate as well,e.g.IBMSupportLineandSoftwareXcel.TheIBMCustomerAgreement(formonthlylicensechargeproducts)providesinformationonnotificationrequirementsfordiscontinuanceof program services.
IBM’s Support Line (or equivalent services by country)
TheSupportLineofferingprovidessup-port for those operating systems and associ-ated products that are not available with the PassportAdvantageSubscriptionandSupportandSoftwareMaintenanceofferings.HavingSubscriptionSupport,SoftwareMaintenanceandSupportLinewillensuretotalsupportcoverage for your enterprise needs, including IBM and selected non-IBM products.
RefertotheSupportedProductsListfortheSupportGroupsandproductssupported
There is a similar IBM offering for middleware described in the details of PassportAdvantageonpage24.
Program Services
ProgramServicesisa support element baked into some IBM products
which allows you to report IBM defects toIBM.WhileProgramServicesisprimarilythepurviewofSystemz,somenon-Systemzproductspurchasedbefore2003includedsomeformofPro-gramServices,suchastheabilitytore-portdefectsbyfaxormail.Checkyourprogramlicensefordetails.Program
Servicesdonotsupplyall the elements of FoundationSupportbut provides a base for the services above.
IBM System z Software:ProgramServicessupportformost Systemz(S/390,zSeries)productsincludes problem support for defects in IBM code and publications via telephone (voice),andelectronicaccess.Thissup-port is available until such time as it is withdrawn with at least 6 months notice via an IBM announcement letter. IBM will provide remote technical special-ists necessary to resolve defects in the majority of our mainframe products at no additionalcosttoyou.Supportforcriti-cal IBM defect problems is available 24 hours a day, 7 days a week.
IBM Subscription & Support Offer-ing (S&S) for selected mainframe productsSomeSystemzproductsareonlysoldasonetimecharge(unliketherecurringcharge products that predominate the platform).Theseproductshaveaseparatesubscription and support offering which, ifacquired,providesforthesamelevelofsupportasProgramServices.Italsoincludes future releases and versions. Withoutthesubscription&supportoffer-
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in your geography, at http://www.ibm.com/services/supline/products/ . More information is available at http://www.ibm.com/services/us/index.wss/so/its/a1000030.Pleasecheckwithyourlocalcountry representative to make sure Supportisannouncedinyourcountry.Changes are made periodically to re-flect new products added and products that are no longer supported.
IBM’s SoftwareXcel for System z customers in the United States
SoftwareXcel(enterpriseedition)provides:• ResolveforSystemz,whichis
the ability to report problems and routineinstallationand“howto”questionselectronically.
• AlertforSystemz,whichistheabilitytobenotifiedofhighimpactfixes.
• ElectronicaccesstoFrequentlyAsked Questions
• Ability to electronically submit routineinstallationand“howto”questionsandreceiveresponsesduringprimeshift.(Voiceand24x7optionsareavailable)• 24x7fullshiftvoiceupliftis
requiredforanoffshiftre-sponseto“howto”questions
• Electronicdownloadoffixesbylinking to IBM’s support database
• Premiumresponse,whichprovidesthe ability during prime shift hours to receive assistance with defect problems within one hour of electronic or phone receipt by IBM. While premium response canhappenwitheachexchangeonaproblem,itmustberequestedeach time.
• RemoteScreenViewingcapabilityPleaserefertohttp://www.ibm.com/services/us/index.wss/so/its/a1000185 for more information.
IBM Selected Support Offering
(Support-onlyofferingfordesig-nated IBM no-charge and non-IBM products)
TheSelectedSupportofferingisavailable for designated no-charge IBMandnon-IBMproducts.Oftensupport-only offerings are made available for products or offering code that is developed and delivered through the open source community. The open source business model is built on the concept of free and frictionless access to technology with optional paid support. In the open source business model, the product is available at no charge to download and use so customers can begin development, testing and deployment at no cost. The offering code could be available from an IBM website,
or from the applicable third party provider.
TheSelectedSupportofferings are purchased via an annual sub-
scription and are available for pur-chasethroughPassportAdvantageorPassportAdvantageExpress.
Refertothe‘AdditionalDetailonServices’sectionformoreinforma-tionaboutIBMSelectedSupportOffering.
DesignatedProgramseligibleforSelectedSupportarelistedat:http://www.ibm.com/software/lotus/pass-portadvantage/paselectedsupportpro-grams.html.
ThesePro-grams currently include things like: • Apache
SoftwareFounda-tion[ASF]
Geronimoopensourceapplicationserver software
• IBMWebSphereApplicationServerCommunityEdition
• EclipseFoundationEclipseopensource development platform
• IBMInformixInnovator-CandUltimate-CEditions
Premium Support
PremiumSupportofferingsareservicesthat provide both additional and special-izedsupportonOperatingSystemsormiddlewareproducts.PremiumSupportofferings focus on the vertical depth of support, and feature a personalized relationshipwithourtechnicalexperts,on-site assistance and knowledge transfers as well as horizontal breadth for multi-product and multi-vendor IT environmentstomaximizeITinfra-structure availability.
WithPremiumSupport,youreceivethefollowing:• Proactiveproblempreventionand
knowledge transfer • Situationmanagementandreporting• Escalations• Account management • Assigned technical analyst • Optionalorplannedon-sitedays• Emergencyon-sitedays• Remotetechnicaladvicehours• Event-specificafter-hourssupportfor
all severities
PremiumSupportofferingsincludeoffer-ings such as:• IBMAccountAdvocate(forU.S.cus-
tomers)
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• IBMEnhancedTechnicalSupport(ETS)(forcustomersintheU.S.,CanadaandEurope)
• IBMSoftwareAcceleratedValueProgramforapplicationsandmiddleware products
• IBMAdvancedSupportforSystemiandSystempsoftware(forcustom-ersintheU.S.andEurope)
• FurtherIBMPremiumSupportServices(forcustomersinJapanandtheAsiaPacificregion)
IBM Account Advocate, for U.S. customers
This optional fee feature provides you with remote telephone or electronic ac-cess to an account advocate team which will assist you with coordination and es-calation of reported problems for prod-uctsyouhavecoveredbySupportLine.AccountAdvocatesupportextendstodistributed middleware products sup-ported on the operating systems cov-ered by Account Advocate and covered byIBMSubscriptionandSupport.Thisfeature is available during prime shift only. Contact your IBM representative for additional information.
FormoreinformationonAccountAdvocate services and the products to which it applies, visit: http://www.ibm.com/services/us/index.wss/offering/its/a1000147
IBM Enhanced Technical Sup-port (ETS) for U.S., Canadian and European customers
EnhancedTechnicalSupport(ETS)offers an integrated approach for proactive, coordinated support for multi-product and multi-vendor IT environments,includingHardware,Software,Middleware,ServerandStorageplatforms,ontopofstandardannuity support offerings, to meet the increasing needs for higher IT
infrastructure availability at an effec-tive cost.
ETSprovidesproactiverecommenda-tions and guidance to preempt prob-lems, and enhanced problem manage-ment to improve availability across the wholehardware&softwareITinfra-structure.
ETSservicesarebuiltaroundthreevalue propositions:• Personalizedenhancedsupport:
An assigned priority support team, knownasan“AccountAdvocateTeam”insomeareas,learnsthekey strengths and weaknesses of your IT infrastructure to help you toincreasetheup-time&produc-tivityofyourBusinessSolution.
• Proactiveapproach:Yourprioritysupport team provides guidance and advice to help preempt prob-lems and assuring highest avail-ability of your IT infrastructure.
• Integratedservices:Reducesthecomplexitiesofmulti-productandmulti-vendor environment with a fastanddirectaccesstotheGlobalIBM knowledge pool.
ETScoverscommonITinfrastructuresupport,includingIBMServerandStorageplatforms,IBMMiddlewareandstrategicOEMproducts,likeLinuxand Microsoft.
ETSoffersseveralenhancedprior-ity support capabilities on top of the standard basic support offerings such ashardware&softwareMaintenance,SupportLine,andPassportAdvantage.
FormoreinformationonETSandaddi-tional support services visit
EMEA : http://www.ibm.com/services/europe/maintenance/tech_support.html
US&Canada:http://www.ibm.com/services/us/index.wss/offering/its/a1009019
IBM Software Accelerated Value Program
The perfect complement to the IBM software behind your mission-critical applications and high-availability solutionsareIBM’sGuidanceandOptimizationServices.Ourcapabili-tiesexpandfromadvisoryservicesknownastheSoftwareAcceleratedValueProgramandmanagedbusi-ness solutions, to enhanced support andextendedsupportservicesandskilltransfer.Dependingonthelevelof services selected, you decide when andwhereoursoftwareexpertstakeover and provide assistance for a successful deployment or implemen-tation or manage the full lifecycle ofyourprojects.Ourtieredofferinglevelsprovideflexibilityinbuildinga partnership with IBM. In turn, that partnership assists you with pre-ventative actions, delivering smooth interoperability management, and overcoming implementation barriers for new technology.
The key to building this partner-ship is through our Accelerated Value Leader and Accelerated Value Specialist.• Assistance from an Ac-
celerated Value Leader. The AVL is your single point of contact who facilitates com-munications between your team and the IBM engineers and
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development, helps with proactive changeandconfigurationmanage-ment, provides strategic advice, helps remove barriers for software adoption, assists with production preparation and stability as well as analyzes and improves processes related to the supported environ-ment.
• Assistance from an Accel-erated Value Specialist. T TheAVSprovidesexperiencedandproventechnicalskillstohelpex-pedite problem resolution through advanced troubleshooting, along with risk mitigation planning, criticalfixadvice,anddiagnosticcoaching.Additionally,theAVSassists with product deployment andconfigurationandsharesbestpractices for key tactical initiatives.
Additional services available depending on level of services purchased:• On-site activities. These
activities are customized to your specificneedsandmayincludeassistance with installation, configurationorimplementationofproduct features or solutions, ad-vanced troubleshooting, assistance with backup and recovery services, identifying skill gaps, risks and dependencies for your software solutions.
• Emergency on-site assis-tance. In the event of a business critical(severity1)situation,we’reready to help IBM makes every effort to dispatch an engineer to yoursitewithinanexpeditedtimeperiod.
• Knowledge Sharing.Exclu-sive webinars, customized enable-ment and skills transfer, one to one or small group discussion on the features and implementation ofaspecificproduct,worksessionsto discuss needs, challenges and devise solutions.
• Delivery Plan: A shared document between the client and the Accelerated Value team that articulates the client’��s priorities
and business needs for the com-ing year.
• Quarterly Report. A report, prepared by the AVL, that clearly articulates the value and benefitstheclientderivedfromAccelerated Value during the previousquarter.
YoucanpurchasetheIBMSoftwareAcceleratedValueProgramformanyIBM products. A list of the products covered can be found at: http://www.ibm.com/software/support/accelerat-edvalue/productfamily.html,
theFormoreinformationonIBMSoftwareAcceleratedValueProgram,see http//www.ibm.com/software/support/acceleratedvalue/contactus.html. or email: [email protected]
Visit our website
IBM Custom Technical Sup-port for System i and System p operating system softwareCustomTechnicalSupportforSys-temiandSystempsoftwareprovidescustomers with an additional special-ized proactive support, enhanced problem management and perfor-mance reports, and an assigned TechnicalSolutionsManageronAIXandi5/OSOperationSystems.Thisservice:• Creates a technical support
profile• Performsaninitialon-sitere-
view of customer environment • Providesanescalatedlevelof
response • Assists with upgrade and migra-
tion planning
Further IBM Premium Support Services for customers in Japan and the Asia Pacific region
FurtherPremiumSupportServicesareavailableinAsiaPacificand
Japanatanadditionalfee.Mostofthese offerings provide you with an integrated problem management approach, on-site assistance, faster responsetimesand/orextendedpreventive/proactive services.
Formoreinformationonavailabil-ity and additional support services contact the IBM representative for your region.
Custom Requirements
CustomRequirementsservicesareoptional services that are available to you for an additional fee. They can becustomizedtofityourindividualneeds.Designedtoprovideaddition-al value, these offerings are aimed at clients who run business critical systems, need high availability and need to minimize system downtime. The offerings are focused on the cli-ent’s environment, are often proactive so as to focus on problem avoidance and are tailored to meet the needs of each client and their environment.
Complete information about IBM’s SupportFamilyofServicesformost countries can be found on the Internet at:
http://www.ibm.com/services
Support without a Contract
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Electronic Support
The most basic form of support is touseIBM’sClientSelf-Assisttoolsprovided via the Internet. We offer a vast range of on-line options and services designed to augment and enhance the value of your IT opera-tion. With these resources and tools, our support sites are likely to meet most of your needs.
Forselfhelponmiddleware,pro-gramming languages, and most ap-plicationsoftwaretheIBMSoftwareSupporthomepageisavailableathttp://support.ibm.com.
ForselfhelponIBMoperatingsystems, virtualization and clustering software,theIBMSystemsSupporthome page is available at http://sup-port.ibm.com.
Product Warranty and Program Services Support
FormostIBMMainframeplatformsoftware products, you are en-titled to report IBM defects during normalbusinesshours(andoffshiftforcriticalproblems)byvoiceorelectronic and will receive assistance in identifying the problem source, as long as the product release is current.Shouldtheproblemturnout to be a defect in IBM code, we will issue defect correction informa-tion, a restriction, or a bypass per theIBMCustomerAgreement(thedocumentthatdefinessupportforIBMmainframesoftware).Beyondthe self-help support provided via the Internet, Installation support, problemsourceidentificationas-sistance(beyondIBMdefects)andsupportforQ&Asisdeliveredaspart of fee services. As long as the product is current, you are entitled to receivefixesfordefectsandreleaseupgrades.
MostIBMDistributed(non-S/390)platform software is provided with thefirstyearofSubscriptionandSupportinclude,givingyoutheability to report suspected defects by phoneorelectronically(whereavail-
able),getinstallationandQ&Asupport,fixesforIBMdefects,andproductreleaseand version upgrades. If you elect to notrenewtheSubscriptionandSupportwhenitexpires,yoursupportislimitedto self help from the internet.
IBMElectronicSupportoffersaportfolio of online support tools and resources that provides comprehensive technical
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information to diagnose and resolve problems and maintain your IBM prod-ucts. IBM has developed many smart online tools and proactive features that can help you prevent problems from oc-curringinthefirstplace,orquicklyandeasily troubleshoot problems when they occur. With improved personalization of support resources, you can focus on and bealertedtoexactlytheinformationyouneedforefficientandeffectiveproblemprevention and resolution.
IBMElectronicSupportaddressesfivecritical areas to ensure you have the best possiblesupportexperience:
1. Simplifyingsupportandcreatingmore consistency across all IBM prod-ucts.
2. Deliveringintelligentresourcesand tools that display information fo-cused on the products you use.
3. Providingproactivecapabilitiesthat solve problems before operations are affected.
4. Thriving collaborative communi-ties that connect to worldwide support networks and knowledge.
5. Enablingseamlessandsmoothtransition between online and live sup-portteamsforquickproblemresolution.
IBM Support PortalThe IBMSupportPortalis your gateway to technical support tools and informa-tion for all IBM systems, software, and services. It brings all the support re-sources available for IBM hardware and software offerings together in one place.
TheIBMSupportPortalprovidespower-ful features that make it fast and easy to findtheexactinformationortoolyouneed.
• SelectyourIBMproductsfordirectaccess to all pertinent resources.
• Browse featured support links that guide you to the most critical and useful information and tools.
• Filtertheresultsofasimpletextsearch with one click to pinpoint the most appropriate documents.
How does the IBM Support Por-tal help you?
Yougetaunified,centralizedviewforall:
• Technical support tools and information
• Technical support contract infor-mation
• Hardware,software,andservices
IBMSupportPortalprovidesanexpe-rience that:
• ExploitsIBM’ssolutionsandintegration
• Providesmoreefficientaccesstoawealth of technical information
• Simplifiesyourexperience,withasingle place for support
• Is part of your current support contracts,sothere’snoextracharge
That’s complete, customized supportAnd what does it mean to you and your business?
It can lower your total cost of owner-ship for IBM technology by givingyouflexibilityandchoiceandmakingyoumoreefficientin keeping that technology – and your business – running.
Where to start?
GettingstartedontheIBMSupportPortaliseasy:
1.GototheIBMSupportPortal
2.Selecttheproductsofinter-est.
3. View your page!
Toaccesstoolsrequiringregistration and contract-related information,followtheSigninlink and login using your IBM
ID.Ifyoudon’thaveanIBMIDchoose‘Registernow’inthesigninbox..
IBM Service RequestYoucanusetheServiceRequestApplication to open, update, monitor yourservicerequests(alsoknown
Electronic Support
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asProblemManagementRecords-PMRs)on-lineandtoreportproblemson nearly all IBM supported software products. Customers who have support contracts,likePassportAdvantage,Ac-celeratedValue,SoftwareXcel,Support-Line,SoftwareMaintenanceAgreement(SWMA)andMonthlyLicenseCharges(MLC),canopenservicerequestsviatheweb24x7.
WithServiceRequestyoucan;• Describesoftwareissueand
environment in problem submis-sionform(eliminatescallcentercontact)
• Monitor/updateexistingrequests–viewalistofallservicerequestsassociated with customer numbers for support contracts
• Attachmultiplefilestoservicerequests
• ReceivenotificationwhenyourservicerequesthasbeenupdatedbyIBMSupport
IBMServiceRequest(SR)isavailableonboththeIBMSupportPortalandtheIBMLinkServiceLinkmainmenusandfollowsIBM’sTechnicalSupportTransformation strategy of moving to one electronic problem reporting portal. TheElectronicTechnicalResponse(ETR)application,thatSRisreplacing,will continue to be available on IBM-LinkServiceLinkuntilanevaluationofthe transition is completed.
Foradditionalhelpandinformationonhow to use the application, please visit ServiceRequestAssistance.
14 November, 2014
Define the Problem:
If you can describe the problem and symptoms before contacting software support,youcanexpeditetheproblemsolving process. It is very important tobeasspecificaspossiblewhenexplainingaproblemorquestiontooursoftwaresupportspecialists.Ourspecialists want to give you the right solution, so, the better they under-standyourspecificproblem,thebet-ter they are able to resolve it.
Gather Background Informa-tion:
To solve problems effectively, the soft-ware support specialist needs to have all of the relevant information about theproblem.Yourabilitytoanswerthefollowingquestionswillhelpustosolve your software problem.• What levels of software were
you running when the problem occurred?Pleaseincludeallrelevant products, i.e. operating system as well as related prod-ucts.
• Hastheproblemhappenedbefore, or is this an isolated problem?
• What steps led to the failure? • Can the problem be recreated? If
so,whatstepsarerequired?• Haveanychangesbeenmadeto
thesystem(hardware,NetWareorsoftware)?
• Were any messages or other diagnostic information produced? If so, what were they?
• It is often helpful to have a print-outofthemessagenumber(s)ofany messages received when you contact support.
• Defineyourproblemorquestioninspecifictermsandprovidetheversion and release level of the product(s)involved.
Recommendation for mid and large-range Customers
IBM prides itself on delivering world class software support with highly skilled, Customer-focused people. However,IBMsupportcannevertake the place of your company’s internal help desk. Many successful companies have found the best way to interact with IBM software support is through a cadre of highly skilled and trained employees who under-stand their company’s environment and act in conjunction with their internal help desk. These senior staff membersareabletofilter,sort,andprioritize their company’s problems and direct them toward the best resource(IBMandnon-IBM)forresolution. These are the people who become authorized contacts to col-laborate with IBM software support for fast resolution of IBM problems as well as assuming a similar role with other vendors.
We encourage you to adopt such a structure, if you haven’t already, as it will help us secure the success of your IBM solutions.
Before contacting IBM Software Support
To resolve your software support servicerequestinthemostexpedi-ent way possible, it is important that you take the following steps before you contact a software support center. Youwillneedtogatherinformationabout the problem and have it on hand when discussing the situation with the software support specialist. Thefollowingstepsareanexampleofwhatisrequired:
Gather Relevant Diagnostic Information (if possible):
It is often necessary that our software support specialists analyze spe-cificdiagnosticinformation,suchasrelevant logs, storage dumps, traces, etc., in order to resolve your problem. Gatheringthisinformationisoftenthe most critical step in resolving your problem.Productspecificdiagnosticdocumentation can be very helpful in identifying what information is typi-callyrequiredtoresolveproblems.Ifyou are unsure about what documen-tationisrequired,youcancheckoutIBMSupportAssistant(ISA)(http://www.ibm.com/software/support/isa/),trysearchingonMustGatherandtheproduct with which you are having trouble. Not all products will have anISAplug-inavailablebutyoumayfindadditionalinformationontheindividual product support page under troubleshooting.Youcanalwayscontact software support for assistance in gathering the needed diagnostic information.
Determine the Severity Level
Youneedtoinitiallyassignaseveritylevel to the problem when you report it.Afterthat,SeverityLevelsarede-termined during a mutual discussion by you and the support analyst, based on the business impact of the issue. If youdesignatedaproblemasaSeverity1, IBM will work on it 7 days a week, 24 hours a day, providing you are also
Getting IBM Support
15 November, 2014
Severity Level Severity Definitions Examples
Severity 1 - Critical situation/System Down - All users of Tivoli Problem Management
- Business critical software component is are unable to register a call
inoperable - The Lotus Notes mail server is down and
- usually applies to production environment affecting all users.
- Critical interface has failed
Note: We will work with you 7x24 to resolve critical problems providing you have a technical resource
available to work during those hours.
Severity 2 Severe Impact: A software component is - All users of Tivoli Problem Management
severely restricted in its use, causing receive a database manager error while
significant business impact attempting to view open problems
Severity 3 Moderate impact: A non-critical software - A client cannot connect to a server
component is malfunctioning, causing
moderate business impact
Severity 4 Minimal impact: A non-critical software - Documentation is incorrect.
component is malfunctioning, causing minimal - Additional documentation requested
impact, or a non-technical request is made.
available to work during those hours. Youcanchangetheseveritylevelofaproblem if circumstances change from whenitwasfirstenteredtomatchcur-rent business impact conditions.
A description of the severity levels is in the table above.
When speaking with a software sup-port specialist, you should also men-tion the following items if they apply to your situation: • you are under business deadline
pressure • youravailability(i.e.whenyou
will be able to work with IBM SoftwareSupport)
• Alternate ways to reach you, more than one phone number, pager, email address
• you can designate a knowledge-able alternate contact with whom we can speak
• you have other open problems
(PMRs/Incidents)withIBMre-gardingthisservicerequest
• you are participating in an early support program
• you have researched this situa-tion prior to calling IBM and have detailed information or documenta-tion to provide for the problem.
Accessing Software Support When submitting a problem to IBM Software Support about a particular service request, please have the follow-ing information ready:
• IBMCustomerNumber1
• Productserialnumberorsupportac-cess number, if available
• Machine type/model/serial number (SWMaintenance)
• Companyname1. you should be able to get your IBM Cus-tomer number from your client rep, from product invoices, or the call center may be able to help from your machine type / serial or even your Customer name.
• Contactname• Preferredmeansofcontact(voiceor
e-mail)• Telephonenumberwhereyoucanbe
reached• Relatedproductandversioninformation• Relatedoperatingsystemanddatabase
information• Detaileddescriptionoftheissue• Severityoftheissueinrelationshiptothe
impact of it affecting your business needs (pertheabovetable).
Submitting problems electroni-callyThrough services offerings or the IBM SupportPortal,youmaypostsupportquestionsandproblemselectronicallytotheIBMsupportspecialists.Priortosubmitting a problem via the Internet you will need the same information as if you were placing 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
16 November, 2014
without having to wait for someone to call you back. This should save you time and help with problem resolution time.
If you are submitting a severity one problem or updating a severity one problem or raising the severity of an existingproblemtoseverityoneandit is outside of normal business hours in your country you should open your problem by voice or follow-up your web submission 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 in the appropriate time frame.
Voice Access
IBMVoiceSupportisavailableformostSystemzplatformsoftwareproducts and for distributed platform products to all current support con-tractholdersthroughaSinglePointofContact(SPOC)telephonenumberinyourcountry(whereavailable).YouwillberequiredtoprovideyourIBM Customer Number for validation of the support service to which you are entitled to as well as the product aboutwhichyouarecalling.Pleaserefer to IBM’sPlanetwideSite for specificcountryphonenumbers.In most cases, we provide native language support.
Severity Impact Response Goal
1 Critical business impact Within two hours
2 Significant business impact Within two business hours
3 Some business impact Within two business hours
4 Minimal business impact Within two business hours
Distributed Platform Response Objectives for Clients with appropriate services offerings
RESPONSE OBJECTIVES
Pleasenote:IBMwillusecommer-cially reasonable efforts to respond to service calls from your authorized callers within the response goal out-linedbelow.Ourinitialresponsemayresultinresolutionofyourrequest,or it will form the basis for deter-mining what additional actions be requiredtoachievetechnicalresolu-tionofyourrequest.Dependingonthecomplexityofyourrequest,thenextresponsemaytakedays.Besure you and your support rep agree onwhatthenextactionisandwhenthenextcheckpointwillbe.
Support Center Hours IBMSupportCenterhourscoverthe prevailing business hours for the country where your product or contractisregistered.Youshouldkeep this in mind if you are consid-ering outsourcing your operation or helpdesktoafirmthatisoverseasor working in another time zone. (There could be a few exception
for countries where M - F is not their normal work week or business working time is not the same as for your Country due to different time zones. In those cases contact your Business Partner/Reseller or IBM Sales Rep to get your hours of coverage.)
Distributed systems (with subscription and support or software maintenance) and Support Line: When you contact software support to report a problem, or update/gain statusonaproblem,yourrequestwillbe routed to a technical specialist. IBM’s goal is to respond to your service requestwithin2businesshoursduringprime shift, and within 2 hours during off-shift hours for critical problems. Note that non-severity 1 problems reportedoffshiftwillbequeuedforthenextbusinessday.
System z response objectives: ForproblemsreportedagainstMonthlyLicenseCharge(MLC) (i.e.,System/390orSystemz)softwareproducts,andtheOneTimeChargeSystemzproductsforwhichyou’veacquiredtheS&Soffering,IBM’sresponse objectives continue to be
basedupontheseverityoftherequest.The table on this page describes these objectives:
Offshift support
DuringOffshifthourswewillusecommercially reasonable efforts to respond, by telephone, within two hours to service calls which you specify
Severity Impact Response Goal
1 Critical business impact Within two hours
2 Significant business impact Within four business hours
3 Some business impact By the end of next business day
4 Minimal business impact By the end of next business day
System z Platform Response Objectives Improved responsiveness is available through services offerings
17 November, 2014
to be Customer Critical problems (severity1).Normalcountrybusinesshoursaredefinedbyyourtimezoneand the prevailing business hours within your country, e.g.: 8:00am to 5:00pm in North America or 9:00amto6:00pminsomepartsofAsiaandEurope,MondaythroughFriday,exceptnationalholidays.Off-shifthoursaredefinedasallotherhours outside of normal country businesshours.OffshiftsupportwillbeprovidedinEnglishhowever,we will try to accommodate local language where possible. An ap-propriately skilled technical person from your site must be available to work with IBM’s technical support staff during the entire time we are performing support services outside of normal country business hours. IBM recommends that you use voice or place a follow-up call to the local support center with the electronic PMR/Incident/SupportCasenum-ber. This action helps to ensure a prompt response.
Severity2,3,and4problemsreportedoffshiftwillbequeuedforthenextbusiness day.
How your service request is handled by IBM Software Sup-portYoumaysubmityourrequestforassistancebyusingServicesPortal,aServicesInterfaceorbytelephone(whereavailable).Theserequestsare logged into the IBM problem management system.
Oncelogged,auniqueServiceRequest(alsoknownasproblemmanagementrecord(PMR))orIncident/SupportCaseiscreated.PleasemakenoteofthisSRnum-ber,Incidentnumber,orSupportCase number and use it in any future communication on this issue withthesupportcenter.YourSR,Incident,orSupportCaseisrouted
to a resolution team for handling. A resolution team is simply a group of softwaresupportspecialists.Youmaybe transferred directly to the resolu-tion team or your issue will be placed inaqueueforresponse.Ineithercase,thenextpersontocontactyouwill be a specialist in the appropriate resolution team.
AttheresolutionteamlevelyourSer-viceRequestisresearched,resolved,orescalatedasappropriate.Duetothelevelofspecializationrequiredtomaintainsuperiortechnicalexper-tise at the team level, it is sometimes necessary to involve more than one support team in resolving a particu-lar software problem. This is easily handled, as our support teams are all networked together and work as one to resolve whatever problems or issues arise.
In order to investigate the issue, IBM may need to access information on your system relative to the failure, or may need to recreate the failure togetadditionalinformation.Shouldtheproblembeconfigurationrelated,it is possible you may need to recre-atetheproblemtogetthatrequiredinformation.
OursoftwaresupportspecialistsmayrequestthatyousendIBMtheprobleminformation, systems data or test cases, etc., or that our support specialists be able to view it with you electronically. To accomplish this, IBM has two ap-provedtools;AssistOn-site(AOS) and SmartCloud. While other tools may exist,IBMdiscouragestheirusesinceour support people are not trained on them nor can IBM take responsibility for the security of your data with these other vendor tools. By the terms and conditions of the applicable support agreements:(i)thisinformationwillbenon-confidential(forexample,notlabeled“yourcompanyconfidential”);and(ii)youshouldnotsupplyIBMwith
anypersonally-identifiableinforma-tion(whetherindataorotherform).Youwillberesponsibleforreasonablecosts and other amounts that IBM may incur relating to any such information mistakenly provided to IBM or the loss or disclosure of such information by IBM, including those arising out of any third party claims.
Onceyourdocumentationiscompletelyreceived by IBM approved means, IBM will use it only for the purposes for whichitwasprovided-thatis,tofixdefects or to support IBM products or services. We will not disclose it to other parties,excepttocontractorsofIBMwhowemayusetohelpusfixdefectsorprovidesupport;andwewilldelete,destroy or return it when it is no longer required.Ifyouelecttohaveusreturnphysical media, you will be responsible for arranging for return transport of the media. IBM will provide the tapes to your designated carrier at the IBM location, but otherwise will have no responsibility/liability for return of the media.”
Formoreinformationonexchangingdiagnostic data with IBM, please refer totheServiceUsersLicenseAgreementat http://www.ibm.com/de/support/ecurep/service.html.
If you and the IBM support special-ist agree, you may decide to send your problem information or test cases to
18 November, 2014
Note: Fixes are created and tested at the latest maintenance levels so it is in your best interest to keep your software current on maintenance. • The defect is determined to be
of lower impact which does not requireanimmediate,permanentfix,wemaydeferthefixforafuturerelease.APARswillreflectdeferredfixeswithaclosingcodeof“FIN”(FixedIfthereisaNextrelease)todesignate plans for inclusion in a future release.
Becauseofthecomplexitiesoftheenvironmentssupported,APARsandSPRswilloftentakeseveralweeks,pos-sibly months, to debug and to write, test, packageanddistributeafix.Forhighimpact problems, we will make every effort to develop a bypass or workaround thatyoucanuseuntiltheAPARhasbeenresolvedandaProgramTemporaryFix(PTF)hasbeencreated.Codefixesfor IBM products may be distributed via software subscriptions, service packages or in a future release of the product.
Note: If the Resolution Team determines that the issue is not a software defect in supported IBM code, we will continue to work the problem to resolution only at your request and with your concurrence, under a separate services agreement.
Afteryouhavereceivedaprogramfix,wewillfollowupwithyoutoconfirmresolution of your problem. If you have verifiedthefix,pleasecontactthesupportcentersothatthePMR/Inci-dent/SupportCasemaybeplacedinaresolved status. If for some reason the problem is not resolved, or you are dis-satisfiedwiththesolution,yourproblemrecord will remain open while IBM sup-port personnel continue to work on the problem.ThePMR/Incident/SupportCase will not be closed until the problem has been resolved to your satisfaction.
mines that the issue is the result of a software defect that has previously been reported, the following actions may be taken: • Afixorworkaroundisprovidedto
circumvent or correct the issue • If no workaround is available and it
isdeterminedthatoneisrequired,theResolutionTeamwillworkwithyoutofindthebestfeasibleworkaround
• TheResolutionTeamwilladviseyouwhenthedefect(APAR)isclosed,assistsinfiximplementationand updates the customers problem record
Anewdefect:IftheResolutionTeamdetermines that the issue is the result of an IBM software defect that has not been reported before, we will work with you to createanAuthorizedProgramAnalysisReport(APAR)orSoftwareProblemRe-port(SPR)totracktheresolutionofthedefect.TheseAPAR’sandSPRs,alongwith any necessary documentation that you may be asked to provide are routed to the appropriate development teams.
The development teams analyze the APARorSPRtodeterminehowthede-fectwillbeaddressed.Oneofanumberoffixactionsmayresult:• The defect is determined to be of
highimpact,acodefixiscreatedand delivered to you
IBM. There are several approved meth-odsandtoolsthatcanbeused.Pleaserefertothedocument“ExchangingInformationwithIBMTechnicalSup-port”formoreinformation.TheIBMsupport specialist working with you can help you set up the transfer. The following site discusses different waystosendandreceivefilestoandfrom IBM: http://www.ibm.com/software/support/exchangeinfo.html, and the following discusses how to use ECUReptosendfilestoIBM:http://www.ibm.com/de/support/ecurep/.
Youneedtounderstandandacknowl-edge that IBM may use its global resources, including but not limited to, IBMAffiliatesandpersonnellocatedin various countries, for the delivery of service and services. By sending us problem information, you warrant that noneofyourdataexportedto,oroth-erwise accessible by IBM is controlled asadefensearticleundertheU.S.In-ternationalTrafficinArmsRegulation(ITAR)orunderanyothercountry’slaws or regulations.
How a Code Defect is Handled Duringthisinvestigationprocess,theResolutionTeamdeterminesifyourde-fect issue falls into one of three catego-ries as described below.
A known defect-related issue in an IBM Product:IftheResolutionTeamdeter-
19 November, 2014
How technical questions (how-to/install) are handled
(ForClientswiththeappropriateservicesorsupportofferings)Technicalquestionsupportallowsyoutoobtain assistance from IBM for product specific,task-orientedquestionsregard-ing the installation and operation of currently supported IBM software. In the course of providing answers to your technicalquestions,wemayreferyoutoproduct documentation or publications, or we may be able to provide a direct answer to assist you with short duration problems involving:• Installation • Usage(how-to)• Specificusage/installationquestions
for documented functions• Productcompatibilityandinteroper-
abilityquestions• Technical references to publications,
such as redbooks or manuals• Assistance with interpretation of
publications• Providingavailableconfiguration
samples• Planninginformationforsoftware
fixes• IBM database searches
SubscriptionandSupportandSup-port Line are not structured to address everything--thefollowingareexamplesof areas that are beyond their scope:
•Performanceanalysis•Writing,troubleshootingorcustom-
izing client’s code•Extensiveconfigurationquestions• Recoveringadatabase,ordata
recovery•Consulting• Interpretation or triage of customer
or third party generated defect scanning reports
MostofthesetypesofsituationsrequiresomeformofAdvancedSupportOffer-ing.ForfurtherinformationabouttheseservicespleasecontactyourIBMRepre-
sentative who can help direct you to resources who can discuss your needs.
Your Responsibilities
IBM does not warrant that our products are defect free, however we do endeavor tofixthemtoworkasdesigned.Youmay be surprised to learn you play a keyroleinthiseffort.Ourremotesoft-ware support is available to provide you assistance and guidance, however we assume that you will provide informa-tion about your system and the failing component, information that is key to resolving the problem.
This information includes capturing documentation at the time of a failure, applying a trap or trace code to your system, possibly formatting the output from the trap or trace, and sending documentation or trace information, in hardcopy or soft copy, to the remote supportcenter.Youarealsoresponsi-bleforobtainingfixes,bydownloadingor by receiving ones that have been shipped to you on media, applying the fixestoyoursystemsandtestingthefixestoensuretheymeetyourneeds.Occasionally,removalofinstalledfixesmay be necessary in the process of iso-latingproblems.Andsometimesfixinga problem will mean the installation of a later release of the software as some fixescannotberetrofittedintoearliercode.
Youneedtobeawareofyourrespon-sibilities when working with an IBM support center. If you do not have the requiredskillorarenotpositionedtodo the work, you can engage a services providersuchasIBMGlobalTechnicalServices(GTS)orabusinesspartnertoassist you, for an additional fee. If you are already involved in a services en-gagementinwhichGTSoraBusinessPartnerisdesigningandimplement-ing an application for you, you should
ensure the statement of work is very clear as to whose responsibility it is to work suspected code defect issues with IBM, to ensure proper entitlement for remote support.
ProblemhandlingBestPrac-tices
We have found that the following practices, help us to ensure we can provide the most timely resolution to yourquestionorproblem:• Submittingproblemselectroni-
cally, enables the resolution team to better understand the issue and be more prepared with the right skill and guidance to respond to your concern. It also allows you to make the best use of your time.
• Keepingthequestions/issuesseparate(oneproblemperPMR/Incident/SupportCase)wecanprovide better service to our clients.
• SelectingtheappropriateSeverityand letting us know the business impact will help to get the right focus on your problem
• Keeping IBM support informed of MajorUpgrades/Implementations.
• StayingcurrentonProductRe-lease levels
• Providingtimelyfeedbackonrecommendations and close the ServiceRequestwhenyoufeeltheproblem has been resolved. If the problem reoccurs you may reopen theoriginalServiceRequestbyresubmitting it electronically.
20 November, 2014
Escalation Procedures
WebelieveIBMSupportis“BestofBreed.”Ifatanypointinourserviceprocess, you feel we are not meeting ourcommitmentstoyou(asoutlinedinthishandbook),youmaycallourattention to this problem by doing one or all of the following:
1. Becertaintoexplainthebusi-ness impact of your problem to the service representative
2. RaisetheSeverityLeveloftheproblem
3. Ask to speak to the person’s manager-EscalationstoanIBM manager will receive prompt attention and manage-mentfocus.Youcanfindcon-tact numbers for your geograph-ic area in the IBMDirectoryofworldwide contacts.
4. Askfora“DutyManager”-TheDutyManagerorfieldmanagerwill work with our technical stafftoensureyourrequestisbeing handled appropriately.
5. AfterallowingtheDutyMan-ager time to make an impact, if furtherescalationisrequiredthen open a Complaint or nominateasaCriticalSitua-tion(“CritSit”),ifwarranted,byasking any member of your IBM Client team to do so on your behalf.
Reopening A PMR/Incident/Support CaseIf the recommendations that we pro-vide you to resolve your problem fail tosatisfyyourrequirementsyoumayreopenthePMR/Incident/SupportCase by calling your local support center and referencing the original PMR/IncidentorSupportCasenumber.(Note:ForIBMPMRs/In-cidents this must be done within 28 daysoforiginalclosingdate).
Submitting Software Require-ments Sometimeswhatappearedtobeadefectturnsouttobe“workingasdesigned”(or“brokenasdesigned”assomeCustomersphraseit).Ifthat’s the case, the most effective vehicle available to provide IBM software development your software requirementsistoattendoneofIBM’stechnicalconferences.Oneof the primary objectives of user groupssuchasGUIDE,SHARE,COMMON,ortheTECHNICALINTERCHANGEistocollectuserrequirementsforfuturereleasesofour software products. Technical conferencesprovideanexcellentop-portunityforyoutodiscussrequire-ments directly with our development teams.
If you do not have the opportunity to attend user group meetings or would simply prefer not to wait until thenextmeeting,youcansearchforsimilarrequirementsoropenarequirementthroughIBM’sRequestfor Enhancement(RFE)Community.
SurveyAfter your problem has been closed, you may be randomly selected to participate in a web survey to determine your satisfaction with the way your problem was handled. The surveyfocusesonthreeelements;ease of opening the problem, remote support, and overall.
As I said earlier in this book, I think IBM has the best software support in the industry, and our support teams are judged on the overall scores. Quite frankly, anything less than “verysatisfied”saystheyhaven’tdelivered to my promise to you. Be honest with your rating, but try to focus on the service you were given and the competence and helpful-
ness of the individual or individuals involved in the problem.
21 November, 2014
Preventing Problems
Regardlessofwhattypeofsystemyouare running, from the largest main-frame to the smallest laptop, you want your system to be available when you need it to get your work done. The data should also be secure from loss or contamination,ensuringconfidencein the accuracy of the results. IBM recommendstheinstallationofPre-ventiveServicePackagestoproactivelyavoid impacting problems caused by software defects already known and corrected by IBM.
Preventive Service Packages
The delivery mechanism and media varies by operating system platform (seethetableonthenextpage)andinsome case by the software product, but theideaisthesame:toinstallfixesforbugs(APARs)thatmayaffectthestability of your system or the security ofyourdataBEFOREyouexperiencea problem.
PreventiveServicePackagesareupdatedfrequently.Ifyouhaveastable environment where you never encounter problems, you do not need toinstalleverypackage.However,we recommend periodic installation, sincefixesarenearlyalwaysbuiltatthe latest maintenance level. Keeping fairly current with service will reduce thevolumeofchangerequiredshouldyouneedafixforaproblemyouareexperiencing.Thefrequencyoftheseinstallations will be based on your operating environment. Before mak-ing major changes, such as adding new hardware, software or even major applications, you should consider in-stalling maintenance. There is a chart onthenextpagewithasummaryofmaintenance recommendations by software platform.
There are several types of mainte-nance.Typically,afixisaresolution
foraspecificproductdefect.Afixisalsocalledapatch,programtemporaryfix(PTF)orupdate.Afixpackisacumula-tivefixthatresolvesmultipleproductdefects. It is also referred to as a patch, update or preventive service package. An upgrade is a new version of software with newfunctionsadded.”
Fix Central
FixCentralmakesitsimplertofindthefixesfromIBM,youcansearchbyproduct, operating system, release, or evenbyAPARIDorfixID.IBMproductteams are in the process of adopting this deliveryoption,soifthefixyouwantisnotavailablethroughFixCentral,itwillbe available on the product support page. FixCentralcanbefoundat http://www.ibm.com/support/fixcentral/
High Impact APARs
IBMalsomaintainsalistoffixesforHighImpactAPARsthatshouldbeconscientiouslyinstalledbetweenfixpack installations, depending on the applicability to your environment. These APARsarecategorizedas“HIPER”which means the problems they describe andfixareinoneormoreofthefollow-ing categories:• Problemsthatcausethedestruction
and/or contamination of customer data.
• Problemsthatcausethecustomertore-IPL,reboot,recycle,orrestartone or more systems or subsys-tems.
• Problemsthatcauseamajor loss of function.
• Problemsthatcausesevereimpact to system perfor-mance or throughput.
To locate more information, navigate to the support page for a productandsearchon“fixlist.”
Stay Informed
We know it’s hard to stay informed. That’s why we have a system that will e-mailyouwhennewfixesoralertscomeout.Youcreateaprofileindicatingwhatkinds of information you’re interested in, so you only receive the information you’re looking for. There are different types of automated information:
SupportSubscriptionscanbesetupviahttp://www.ibm.com/support/mynotifi-cations
Allows you to receive security adviso-riesandalertsthatmaintenancefixesareavailable.Seethewebsiteforthecomplete list of what you can sign up for.Thebasicfreeserviceisextremelyhelpful, but you can also choose to expandthecapabilitiesofthisservice.ForSystemz,informationaboutSecu-rity/IntegrityAPARsandtheabilitytoreceivenotificationscanbefoundat http://www.vm.ibm.com/security/aparinfo.html
System z Platform -- PSP and EnhancedHolddata
ListsoffixesfortheseHIPERAPARsareavailablefromIBMSoftwareSupport
22 November, 2014
Operating System Preventive Service Package Method Packaging Frequency /Platform
System p / AIX Technology Levels (TL) and Intermediate Fix Central TLs are accumulations of fixes, Technical Levels
Service Packs (SP) See the IBM AIX OS new device support and are currently
Service Strategy Details and Best Practices programming enhancements available annually
TLs will receive maintenance and SPs are
via SPs for 2 years available three
An AIX SP is an accumulation times a yea
of fixes on top of its TL
System i5OS & OS/400 CUM CD-ROM Fix Central CD-ROM of recommended 3 - 8 per year
Group PTFs, Service Packs, service Depending on
HIPER PTFs age of the release
z/OS Recommended Service Upgrade Customers use All uninstalled PTFs HIPERs reviewed
RSU SMP/E Internet applicable to the recommended
delivery system, customer’s selected SMP weekly
zone with IBM RSU Quarterly
recommendations (RSU)
and service information
(Enhanced HOLDDATA).
Delivered electronically or
(if too large for electronic
delivery) via tape.
Installed using SMP/E.
VM Recommended Service Upgrade Customer orders Cumulative IBM Recom- 2-4 times a year
RSU via ShopzSeries mended service, preapp.ied
and prebuilt. Installed using
VMSES/E
VSE Recommended Service Level (RSL) Customer orders List of Recommended PTFs every 2-3 months
by phone or
from VSE Home
Page
Fast Service Upgrade Customer orders complete system with all PTFs every 6-12 months
via ShopzSeries PTFs applied
Not all options are available in all geographies
inPreventiveServicePlanning(PSP)information“buckets”.(http://www.ibm.com/support/customercare/psearch/search?domain=psp )Inaddition,thisinformationisavailableviaEnhancedHOLDDATA. See http://service.boulder.ibm.com/390holddata.html for details. IBM also offers services to notify you of these HighImpactAPARsassoonasabypassorfixisavailable,orLocalsupportser-vices may also be available to help you select preventive service or a preventive servicestrategytomeetyourspecific
ChecktheIBMSoftwareProductLifecyclelink from http://www.ibm.com/software/info/supportlifecycle at least once every quarterfor12-monthadvancenotificationofEndofServicedatesorlinkstoIBMan-nouncement letters. With that information, youcanbemoreproactiveandefficientinplanning product upgrades.
needs. There is education on IBM EducationAssistant.
Forthez/OSparallelsysplexenviron-ment, IBM has maintenance recom-mendations at http://www.ibm.com/servers/eserver/zseries/library/white-papers/psos390maint.html.Preventiveservice takes a little time to do well, but the returns to, system stability and data integrity, make it worthwhile.
Plan upgrades more effi-ciently
23 November, 2014
Practices
IBM Software Support Lifecycle policy
TheIBMSoftwareSupportLifecyclepolicyspecifiesthelengthoftimesupport will be available for IBM software from when the product is available for purchase to the time the product is no longer supported. IBM software customers can track how long their version and release of a particular IBM software product will be supported and will be able to effectively plan their software invest-ment, without any breaks in support.
Most system z software products have a three year support period and provide advance notice of withdrawal from support via an announcement letter.Discontinuanceofprogramservice for the last release in a version of a software product is an indication ofIBM’sexpectationthatcustomerswillnotexperienceahighleveloftrouble due to program defects. When service is discontinued, corrections to known problems remain avail-able, but the development team is redirected to other work, and no new, tested corrections will be generated for general use. Known problems may be reviewed and ordered via electron-icvehiclessuchastheinternet(e.g,http://www.ibm.com/software/sup-port)howeversupportprovidedbytheIBMClientSupportrepresentatives,will be discontinued. At discontinu-ance of program service, associated services terminate as well, e.g. IBM SupportLineandSoftwareXcel.TheIBMCustomerAgreement(ICA)for monthly license charge products (mainframe)providesinformationonnotificationrequirementsfordiscon-tinuance of program services.
Fordistributedsoftwareproducts(IBMsoftwarethatislicensedundertheInternationalProgramLicenseAgreement,IPLA):
StartinginFebruary2008themajor-ity of Lotus, Information Management, Rational,TivoliandWebSpherebrandedIPLAproductshavebeenannouncedwithanEnhancedSupportLifecyclewhich provides support for a minimum offiveyears,beginningatthedatetheproductisavailableforpurchase(gen-eralavailabilitydate).• Displayinformationforbundled
software, showing that all compo-nents of a product bundle are sup-ported for the same period of time.
• ProvidenoticeofEndofSupport(EOS)atleasttwelvemonthsbeforeproduct support is withdrawn, giv-ing you a reasonable period of time to use the software before migrating toanewversionorrelease.Estab-lish effective dates for withdrawal of product support in either April or September.
• Displayallinformationonlifecycledates in one location, enabling you to effectively plan your migration.
ProductswithaStandardSupportLifecycle policy provide support for all products for a minimum of three years, beginning at the date the product is availableforpurchase(generalavailabil-itydate).Whenserviceisdiscontinued,corrections to known problems remain available, but the development team is redirected to other work, and no new, tested corrections will be generated for general use. Known problems may be reviewed and ordered via electronic vehiclessuchastheinternet(e.g,http://support.ibm.com)howeversupportprovidedbytheIBMClientSupportrepresentatives, will be discontinued.Note:SomeIBMproductsmaynotadhere to these enhanced or standard policies.Productsnotadheringtothesepolicies include but are not limited to IBMSoftwarethatissold“asis”,prod-uctsrecentlyacquiredbyIBM,whichmay still adhere to legacy lifecycle agreements, and some operating system software(exampleAIXVXXonpSeries
servers)whichhavetheirownpolicy.TheAIXBestPracticesforsystemmaintenance have been consolidated intoasinglePDFdocumentforyourconvenience.Youcanreferencethisdocument at http://www14.software.ibm.com/webapp/set2/sas/f/best/aix_service_strategy_v3.pdfTo obtain the most accurate lifecycle information for your product, subscribe toRSSupdatesandviewthelifecycledates under the product lifecycle A-Z list visit:http://www.ibm.com/software/support/lifecycle/IBM may modify this policy at any time, andwillcommunicatethemodificationandanyexceptionsviaaproductan-nouncement letter, or in a general policy announcement.
Support ExtensionsSupportExtensionsareaccommoda-tions for Customers who are unable to migrate to a supported software product release within the time provided. IBM willofferSupportExtensionsforthedis-tributed platform middleware products withanEnhancedSupportLifecyclepolicy for a minimum period of 3 years following the product’s end of support date.SupportExtensionsforthedistrib-uted platform middleware products and zSeriesplatformIPLAproductswithStandardSupportLifecyclepolicyforaminimum period of 2 years following theproduct’sendofsupportdate.Sup-portExtensionsfortheoperatingsystem(Systemsi,p,andz)productswillcontinue to be handled on an individual product basis.Torequestsupportextensionpleasecon-tactyourIBMSalesRepresentative.
IBM Middleware support on unsupported operating sys-temsIBMSoftwareSupportwillprovidesupport for IBM middleware, assuming that middleware is still within its sup-port period. That support will con-tinue normally until such time that the
24 November, 2014
back-leveloperatingsystemisidentifiedas a probable cause of the problem or a contributing factor, at which time you may be asked to recreate the problem on a supported level of the operating system.
Third party software and Open Source software Third party software or code is included or bundled with some of our IBM of-ferings. This code is included for your convenience, but is not considered part of the IBM program. These non-IBM programs are licensed directly by their providers.Youagreetousethenon-IBMprograms under the provider's terms and conditions. These are provided in the IBM licensing agreement which accompanies the IBM offering at time of purchase.
Because this software is included or bundled with our IBM offerings, IBM doestestingtoensuretheThirdPartyproducts will work with IBM programs and function appropriately. Based on this,IBMSoftwaresupportwilldiag-nose problems concerning customer problems utilizing the knowledge of how our IBM offerings work with the ThirdPartysoftware.Oncewehaveconcluded that the IBM program is workingcorrectly,buttheissuestillex-ists, IBM must refer you, the customer, totheThirdPartyvendorforfurtherdiagnosis.
IBM provides these non-IBM programs without any warranties or representa-tion, including, but not limited to, the warranty of non-infringement and the implied warranties of merchantability or fitnessforaparticularpurpose.Underno circumstances will IBM be liable for any direct or indirect damages, includ-ingwithoutlimitation,lostprofits,lostsavings, or any incidental, special, or othereconomicconsequentialdamages,even if IBM is informed of their pos-sibility.Somejurisdictionsdonotallowtheexclusionorlimitationofincidentalorconsequentialdamages,sotheaboveexclusionorlimitationmaynotapplyto
you.
IBM does not possess the in-depth technicalskillstodiagnoseThirdPartysoftware problems. We must refer our customerstothoseThirdPartysoftwarevendors for technical support when we diagnose the problem is not with IBM Software.
A special case of the above is open source software which may be included as part of the solutions IBM provides. Because this code is owned by the open source community and not by IBM, it willbeidentifiedinthelicensemateri-als or in an attachment to the license materials as "unwarranted". Because the code is not IBM's, there are no expressedorimpliedwarrantiesorindemnification.However,likethethirdparty software described above, IBM does testing so that we are comfort-able our programs will work with the OpenSourcesoftwareandfunctionasthey were intended. Like the case of theThirdPartysoftware,IBMsoft-ware support will attempt to diagnose suspected defects using our knowledge of the interaction of IBM code and the open source software. In some cases we may even have the source code and may be able to provide workarounds for reportedproblems,howeverthefinalarbiteroverwhetherasupportedfixcan be provided may belong to the open sourcecommunity(hence,the"unwar-ranted"designation).
IBM Secure Engineering PracticesSecureEngineeringisanimportantelement of the overall IBM security strategy. It is reflected in our internal initiative that works to address the dynamic nature of security in our development process. IBM uses various methods to communicate security vul-nerability information to customers. We useSecurityBulletinswhenpubliclydisclosing security vulnerabilities dis-covered in IBM offerings and leverages alternative tools and processes, where appropriate(i.e.,forSystemz,managed
andcloud-basedservices),formoretargeted and discrete communications withentitledcustomers.PleasevisitIBMSecureEngineering for further information about these practices.
IBM maintains information about se-curity problems which may arise on the ResourceLinkSecurityPortal.
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Exchanging data with IBMOursoftwaresupportspecialistsmayrequestthatyousendintheprobleminformation or test cases or that they be able to view it with you electronically. To accomplish this, you may be offered several options by the IBM support spe-cialist. By the terms and conditions of the applicable support agreements, this informationwillbenon-confidential(forexample,notlabeled“yourcom-panyconfidential”) Onceyourdocumentationiscompletelyreceived by IBM approved means, IBM will use it only for the purposes for which it was provided - that is, to fixdefectsortoprovidesupportforIBM products or services. We will not discloseittootherparties,excepttocontractors of IBM who we may use to helpusfixdefectsorprovidesupport;and we will delete, destroy or return it whenitisnolongerrequired.Ifyouelect to have us return physical media, you will be responsible for arranging for return transport of the media. IBM will provide the tapes to your designated carrier at the IBM location, but other-wise will have no responsibility/liability for return of the media.
Formoreinformationonexchangingdiagnostic data with IBM, please refer totheServiceUsersLicenseAgreementat http://www.ibm.com/de/support/ecurep/service.html.
If you and the IBM support special-ist agree, you may decide to send your problem information or test cases to IBM. There are several approved meth-odsandtoolsthatcanbeused.Pleaserefertothedocument“ExchangingInformationwithIBMTechnicalSup-port”formoreinformation.TheIBMsupport specialist working with you can help you set up the transfer. The following site discusses different waystosendandreceivefilestoandfrom IBM: http://www.ibm.com/software/support/exchangeinfo.html, and the following discusses how to use ECUReptosendfilestoIBM:http://www.ibm.com/de/support/ecurep/.
Youneedtounderstandandacknowl-edge that IBM may use its global resources, including but not limited to,
IBMAffiliatesandpersonnellocatedin various countries, for the delivery of service and services. By sending us problem information, you warrant that noneofyourdataexportedto,oroth-erwise accessible by IBM is controlled asadefensearticleundertheU.S.In-ternationalTrafficinArmsRegulation(ITAR)orunderanyothercountry’slaws or regulations.
26 November, 2014
Passport Advantage and Passport Advantage Express Software Subscription & Support Cover-age• WhenyourenewSoftwareSub-
scription&Supportforaproductatasite,youshouldrenewSoftwareSubscription&Supportforallcop-ies/licenses of that program at that site,nomatterhowyouacquiredthose copies, and you must renew SoftwareSubscription&Supportforall copies/licenses of that program for which you want technical sup-port.(Note:Tobeauthorizedtoupgrade you licenses or contact TechnicalSupportwithquestionsorissues, the license must be covered withcurrentSoftwareSubscrip-tion&Support.)Whereapplicable,SoftwareSubscription&Supportforboth the host and the workstation licenses should be renewed.
• YouareentitledtoSoftwareSub-scription&Supportonlyonthelicenses covered.
• If you need technical support cov-erage or want to install a new ver-sion/release on one of the licenses withlapsedSoftwareSubscription&Supportcoverage,youwillneedtoacquire“SoftwareSubscription&SupportReinstatement”.Thisisthe only way you will be able to reinstateyourlicensesinSoftwareSubscription&Support.
• Supportmaybeaccessedbyyourtechnical support personnel who may or may not reside at your site depending on the authorization yourSiteTechnicalContactdefinedfor them.
IBM Software Secure Support via U.S. CitizensIBMSoftwareSecureSupportviaU.S.CitizenscomplementstheprerequisiteIBMPassportAdvantageSubscriptionandSupportbyprovidingstandardIBMsoftwaresupportexclusivelybyU.S.citizenswhoarelocatedintheUnitedStates.Dataanalysisandcalldatawillbe contained in an isolated network withinafacilitythatmeetsU.S.Govern-mentsecurityspecifications.Inthis
offering:• IBMprovidesU.S.Citizensup-
port via telephone, only to your informationsystems(IS)technicalsupport personnel during the hours of8AMEasternto8PMEastern,MondaythroughFriday,excludingnational or statutory holidays.
• AServiceRequestwillbecreatedandplacedinanincomingqueuewhich is managed and handled by aU.S.citizen.
• IBMprovidesassistanceforyour1)routine, short duration installation andusage(how-to)questions;and2)code-relatedquestions(“Sup-port”).
• Informationsystems(IS)techni-cal support personnel can open an unlimited number of technical support incidents.
• Responsetimeobjectiveoftwohours during prime shift for voice problem submissions.
Forinformationonorderingthesecuresupport, see http://www.ibm.com/soft-ware/support/premium/contactus.htmlThereisasimilarofferingforAIXandStoragedescribedonpage 7 of this publication.
IBM Selected Support Offer-ing (support-only offering for designated IBM no-charge and non-IBM products)Remote Technical Support IBM has implemented a tiered approach fortheSelectedSupportoffering.Onaproduct by product basis, up to 3 tiers maybemadeavailable:IBMEntrySupport,IBMEnhancedSupportandIBMEliteSupport.Supportisdeliveredremotely via IBM’s support teams, and includes:• Generalusageandinstallation
questions• Productcompatibilityandinterop-
erabilityquestions• Interpretation of product documen-
tation • Reviewofdiagnosticinformationto
help isolate the cause of a problem • Basicconfigurationassistanceand
samples understanding • IBMwillmakeavailabletoyouSe-
lectedProgramdefectcorrections,ifany,thatitdevelops.(non-IBMproductfixes,ifany,areprovidedbythethirdpartyprovider)
Foralltiersofsupport,thereisnolimitto the number of technical support incidents that can be reported through remote assistance. RemotetechnicalsupportproblemsarereportedtoIBMbyphone(notavailableforIBMEntrySupport)orbyusingtheIBMServiceRequest(SR)tool,locatedatwww.ibm.com/supportRefertotheContactingIBMsectionofthisHand-book for more information. TheSelectedSupportofferingsarepurchased via an annual subscription and are available for purchase through PassportAdvantageorPassportAdvan-tageExpress.
Developer Assistance IBMSelectedSupportofferingsmayalsoincluderemoteDeveloperAssis-tance Incidents. This assistance goes beyond the support provided through traditional remote technical support. Underthisfeature,developersmayreceiveassistancewithfindinganswerstospecificprogrammingquestions,bestpracticeusageoftheproduct(i.e.,theApplicationProgrammingInterface),etc.DeveloperAssistanceIncidentsareintendedtocoverspecificandshortdurationquestions.Professionalservicesofferingsshouldbeusedforquestionsthatarebestresolvedwithanextendedprogram design review.
DeveloperAssistanceIncidentcoverageincludes: • ExpertDevelopmentAssistance• ApplicationDesignandArchitec-
ture Assistance • ConfigurationAssistance• Performance&TuningAssistanceUnliketraditionalremotetechnicalsupportwherethenumberofrequestsisunlimited,thenumberofDeveloperAs-sistance incidents that can be reported toIBMisfixed,determinedbytheSe-lectedSupportofferingpurchasedandvariesbysupportedproduct.DeveloperAssistance Incidents are reported to IBM in the same way as general product usagequestionsorproblems:byphone
Additional Detail on Services
27 November, 2014
Support Only Offering IBM IBM IBM Entry Enhanced Elite Support Support Support
Electronic Problem Submission Yes Yes Yes
Voice Problem Submission No Yes Yes
Number of electronic an/or voice problems Unlimited Unlimited Unlimited
Support Hours* 8am-5PM 8am-5PM 8am-5PM
Mon-Fri Mon-Fri Mon-Fri
(24x7 for Sev 1)
Response Target ** 8 bus hrs 4 bus. hrs 2 bus. hrs
Technical Contacts*** 1 2 Unlimited
Developer Assistance Incidents **** Not Avail Variable Variable
Availability Worldwide Worldwide Worldwide
*Times listed are for the customer’s time zone. Support is not available on public holidays for IBM Entry Support and IBM Enhanced Support. Severity 1 support is available on public holidays for IBM Elite Support
**Response target is IBM’s objective to respond to your high severity support request. In some cases the initial response could result in a resolution of your request, or it will form the basis for determining what additional actions are required to achieve technical resolution of your request.
***The Technical Contact is the individual designated by the client as the person to contact IBM for support. All communication with IBM related to the IBM Support-only offering must be performed by Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and IBM Elite Support will offer 0, 1, 2, 3, 5 or 10 incidents)
**** The number of Developer Assistance Incidents will vary by supported product. Refer to the announcement letter for the number of Developer Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and IBM
orusingtheIBMServiceRequest(SR)tool, located at http://support.ibm.com. EachtimeyouuseoneofyourDevel-oper Assistance Incidents, your available incident count will be decremented. TogainmaximumbenefitfromyourDeveloperAssistanceIncidents:• DeveloperAssistanceIncidents
mustbespecificallyrequestedduring the initial call or electronic submission for support assistance
• IfyouaccessIBMSupportviathephone,advisetheIBMRepresenta-tivethatDeveloperAssistanceisbeingrequested
• IfyouaccessIBMsupportviaSR,ensurethattheDeveloperAs-sistance Incident component is
selected • Yourtechnicalcontactshould
understandthatavailableDeveloperAssistance Incidents will be decre-mented by one incident
DesignatedProgramseligibleforSe-lectedSupportarelistedat:http://www.ibm.com/software/lotus/passportadvan-tage/paselectedsupportprograms.htmlThetableatthetopofthenextpagede-scribesthefeaturesofSelectedSupportin more detail.Additional information:
In addition to traditional remote sup-portandDeveloperassistance,thefollowing online support may also be
available:
Onlinedocumentation
AccesstotechnicalarticlesonIBMSoft-wareSupportwebsites
Access to technical forums on IBM developerWorks(http://www-128.ibm.com/developerworks/)
AccesstorelevantIBMDeveloperWorksNewsletters and Articles
Access to technical webcasts and events
Professionalservicesofferings(additionalcharge)
IBM Selected Support Offering Terms: ConsistentwiththeSelectedSupporttierpur-chased, IBM will provide support only for the copies of software covered under your agree-ment.
IndependentSoftwareVendor(ISV),SystemsIntegrator(SI)orSolutionProviders:consistentwiththeSelectedSupporttierpurchased,IBMwill provide support only for the copies of soft-ware covered under you agreement during the internal development and maintenance phases ofyoursolutions.Youarerestrictedfromcon-tacting IBM with support issues that may arise from your end customers’ usage of the product unlessyouhaveanOEMcontractwithIBM.
•
28 November, 2014
Passport Advantage -- How To
Site Technical Contact (STC) for Passport Ad-vantage:ForproductswhereSoftwareMaintenanceisacquiredthroughPassportAdvantageor other IBM sales channels (thisismostlythemiddlewareonthedistributedplatforms),SiteTechnicalContacts(STCs)needtobeidentified.Eachsite, including the originating and all additional sites, enroll-inginthePassportAdvantage(PA)programmustdesignateaSiteTechnicalContact(STC)responsiblefortheSoftwareMaintenance offering at that site. More information about thePASiteEnrollmentFormcanbefoundonthePAWebsite at: http://www.ibm.com/software/passportadvantage. This person will be responsible for:• allocating and/registering
Authorized Callers to en-able them to have access to electronic technical sup-port.
• keeping all access and caller overall compliance for the software products within their site
If you did not purchase your IBM middleware through PassportAdvantageanddonothaveaSiteTechnicalContactor you do not know who your SiteTechnicalContactis,filloutandsendanSRcontactform at www.ibm.com/soft-
ware/support/help-contactus.html.TheSRhelpdeskwillthenassistyouwithyourrequest.
Site Technical Contact Process for Adding Au-thorized Callers:TheSiteTechnicalContact(STC)isresponsibleforensuringthatyourcompany’sISsupportpersonnel understand how to work with IBM remote technical support.
To take full advantage of the fea-turesandbenefitsofIBM’ssup-portservicesonIBM’sSoftwareSupportWebsitethatincludesweb-based access to personalized featuressuchasMyNotifica-tions, entitled content, and IBM’s ServiceRequest(SR)tool,youmustfirstregisterwithIBMbygoing to http://support.ibm.com andselecting“Register”thatislocated in the top right-hand corner. If you already have an IBMIDandpasswordfroman-other participating ibm.com web sitesuchasPassportAdvantageOnline,youcanusethatsameIDandpasswordtologintotheIBMSoftwareSupportWebsite.
IBM’sServiceRequest(SR)isIBM’s electronic problem sub-mission tool that you can use to createservicerequeststoreportand manage issues you are hav-ing while installing or using IBM software.ToaccessSR,allusersmust1)beregisteredwithIBM
and2)beonyourcompany’sSRAuthorized Caller list.
Pleasenotethatnotallmethodsof accessing remote technical support are included in all sup-port offerings. The information belowappliestoSR.
TheSTCwillbeaddedasanAuthorized Caller by IBM. The STCwillthenaddAuthorizedCallerstoSR.AftertheSTCisadded, they will receive an e-mail WelcomeLetterthatisspecifical-lydesignedfortheiraccesstoSR.TheSTCistofollowtheinstruc-tions in the e-mail Welcome Let-ter.ItisimportantthattheSTCuse the link embedded in the e-mail and follows the instruc-tions contained in the e-mail to ensure that their Authorized Caller record is set up correctly.
AftertheSTChasusedtheURLin the e-mail Welcome Letter toaccessSRthefirsttime,theycanthenaccessSRdirectlyfromtheIBMSoftwareSupportWebsite at http://support.ibm.com, byclickingonthe“Openservicerequest”tab,thenclickon“SR”andusetheirIBMIDandpass-word to log in.
TheSTCisresponsibleforcreat-ingandmanagingalistofSec-ondarySiteTechnicalContacts(SSTCs)andAuthorizedCallerswhocanaccessSR.SSTCscanadd Authorized Callers and sub-mitandcreateservicerequests.
29 November, 2014
Authorized Callers can submit andcreateservicerequests.Toadd Authorized Callers, users musthavefirstregisteredwithIBMandgivetheSTCorSSTCtheirIBMID.TheSTCthenlogsintoSR,selects“Relationshipadministration”fromtheleftsideofthepageandthenselects“Addcaller”,whichisalsolocatedonthe left side of the page. After a userhasbeenaddedasanSSTCorAuthorizedCallerinSR,awelcome e-mail will be sent to the new user with instructions on howtoaccessSR.Thenewusercan then electronically submit andtrackservicerequestsusingSR.Keepinmindthesupporthours are the prevailing business hours where the software is li-censed, not where the authorized callersare(iftheyareremotelylocated).
UserscanalsoelectronicallyrequestaccesstoSRbyusingtheSRCallerSelf-Nominationform, which can be accessed by loggingintoSR.Ifyouarenota caller on a contract, the form will be displayed. Complete and submit it. If you are already a caller on a contract, and want to be added to another contract, logintoSR,select“Relationshipadministration”fromtheleftsideofthepage,andthenselect“Addrelationship”andcompleteandsubmit the form.
EachtimeauserrequestsaccesstoSRusingtheSRCallerSelf-Nominationform,theSTCwillreceive an e-mail notifying them oftherequest.TheSTCorSSTC
canapproveordenytherequestbyloggingintoSR,selecting“Rela-tionshipmanagement”fromtheleft side of the page and selecting “Managenominations”,whichisalso located on the left side of the page. If the user is approved, an e-mail will be sent to the new user containing instructions on how to accessSR.
To access additional information on SR:• gotoourSupportWebsiteat
http://support.ibm.com, click the“Assistance”tabandthenclick“SRHelp”
• logintoSRthenclick“Help”or“SRHelp”locatedontheleft side of the page
YoucanalsoaccessSRHelpdirectly at https://www-946.ibm.com/sr/help/.
Note: Adding and updating the Authorized Caller information inSRappliesonlytoSR.YoumustupdatePassportAdvantageOnline(www.ibm.com/software/
passportadvantage and choose the PassportAdvantageOnlinetabandthen“Customersignin”)foranychangestoyourPassportAdvan-tage program contacts, including theSiteTechnicalContact,toapplythere.
Enhanced Electronic Ca-pabilities
The enhanced electronic support features allows IBM to provide customerswith“around-the-clockself-service”capabilities.Thechart at the bottom of this page outlines the electronic support capabilities and their features.Electronicsupportcapabilitiesare found at url: www.ibm.com/software/support and provide the following:FormoreinformationontheSoftwareMaintenanceOffering-avaluableoptioninourPassportAdvantage program - please visit the http://www.ibm.com/software/passportadvantage web site and review the tutorial.
AdvancedSearch Searchingacrossmultipletechnical repositoriestoresolveaproblemor answeraquestionyoumayhavehadFixDownload DownloadfixestoproblemsElectronicProbSubmission Submitproblemsonlineifyoudidn’t findwhatyouneededinyoursearch. Establishreal-timecollaboration betweenyouandourtechnicians, whenappropriatePersonalization Customizablewebviewsofsupport contentbasedonuserpreferencesAutomaticLangTranslation Dynamicwebtranslationoftechnical contentintooneofseverallanguages
Note:aboveservicesnotavailableinallcountriesorforallproductsatthistime
30 November, 2014
APPENDIX A: PROBLEM IDENTIFICATION WORKSHEET
Complete this form before calling Technical Support
ThisformhelpsyouidentifyproblemsandassistsIBMTechnicalSupportinfindingsolutions.
System InformationWhat is the failing product? What is the version and release number? What machine model, operating system, and version are running?
Problem DescriptionWhataretheexpectedresults? What statement or command is being used? Whataretheexactsymptomsandsyntax?
Whatisorisn’thappening,includingexacterrornumberandmessagetext?
Isanyoneelseexperiencingtheproblem? Isthisthefirsttimethisoperationhasbeenattempted? Isthisthefirsttimethisproblemhasoccurred?
EnvironmentWhen did this activity work last? What has changed since the activity last worked?
__Hardwaretype/model__Application __Operatingsystem/version__Levelofusage __ New product version/release __ Maintenance applied
If the problem does not occur every time, under what conditions does the problem not occur?
Is there any other software running on the system which may be conflicting with this product?
Problem IsolationIdentifythespecificfeatureofthesoftwarecausingtheproblem.
Can the problem be reproduced? If so, please provide a reproducible test case or instructions on how to reproduce the error condition
31 November, 2014
Appendix B: Passport Advantage Site Technical Contact Information
Onceregisteredandauthorizedonthissite, a caller is able to:
• submitservicerequeststhroughtheEISWebsite.
• accessregisteredelectronicsupportprovided in the support web site at: www.ibm.com/software/support
The following information will be pro-vided in the support welcome letter that willbesenttotheSTCalongwiththeirPassportAdvantagecustomernumberwhichisyouruniqueidentifierwhenworking with either voice or electronic problem submission.
SiteTechnicalContactRegistrationActivity: In order to access our technical support Website,youwillberequiredtoregis-ter with a current email address, IBM customernumber,andname.Youwillbe prompted to select your user name and password which will entitle you to access the site 24 hours a day, 7 days a week.Onceregistered,youwillbeabletoenteranynumberofISpersonneltoyour authorized contact list. To simplify the management of your contact list, you will be able to set each authorized persontoastatusof“Active”,“Inactive”,or“Terminated”.PleasetakethetimetoensurethatalloftheauthorizedISpersonnel within your site are added to this list. This will enable them to contactIBMonyourbehalf.OnceyouhaveaddedyourISpersonneltoyourauthorized contact list, each authorized contact must go to the website and register prior to using the electronic problem submission.
Pleaseensurethatallauthorizedcontacts have the information contained withintheSupportWelcomeletter,linkstothisIBMSoftwareSupportGuideandURLs,andanyothersupportnotices you may receive during the periodofyourSoftwareMaintenancecoverage.
STC Process for Adding Authorized Callers:
ThePrimarySiteTechnicalContact(PSTC)isresponsibleforensuringthatyourcompany’sISsupport personnel understand how to work with IBM remote technical support.
To take full advantage of the fea-turesandbenefitsofIBM’ssupportservicesonIBM’sSoftwareSupportWeb site that includes web-based access to personalized features suchasMyNotifications,entitledcontent,andIBMServiceRequest(SR),youmustfirstregisterwithIBM by going to www.ibm.com/software/support and selecting “Register”thatislocatedinthetopright-hand corner. If you already haveanIBMIDandpasswordfromanother participating ibm.com web sitesuchasPassportAdvantageOnline,youcanusethatsameIDand password to log in to the IBM SoftwareSupportWebsite.
ServiceRequest(SR)isIBM’selec-tronic problem submission tool that you can use to create service re-queststoreportandmanageissuesyou are having while installing or usingIBMsoftware.ToaccessSR,allusersmust1)beregisteredwithIBMand2)beonyourcompany’sSRAuthorizedCallerlist.
Pleasenotethatnotallmethodsofaccessing remote technical support are included in all support offer-ings. The following information appliestotheSRtoolonly.
Eachsite,includingtheoriginatingand all additional sites, enrolling in thePassportAdvantage(PA)programmustdesignateaSiteTechnicalContact(STC)responsiblefortheSoftwareMaintenance offering at that site. More informationaboutthePASiteEnroll-mentFormcanbefoundonthePAWebsite at: http://www.ibm.com/software/passportadvantage. This person will be responsible for:
• allocatingand/registeringAuthorizedCallers to enable them to have access to electronic technical support.
• keepingallaccessandcallerinforma-tion current
• overallcomplianceforthesoftwareproducts within their site
TheSTCwillbeauthorizedto:
• add/maintaintheCallerListontheElectronicIncidentSubmission(EIS)Web site
• TheSTCistheonlyauthorizedcallertoedittheCallerListforasite;Pleasenote that the callers you enable for support should be technically capable of working problems with the products associated on their contract
• changethestatusofthetechnicalcaller, which will limit the caller’s ac-cess to remote support.
There are 3 levels of technical caller status:
• Active-usercansubmitnewInci-dents/PMR’s,aswellasview/updateexistingproblems
• Inactive-userisinview-onlymode-and cannot create or update problem records/incidents
• Terminated-userisnotauthorizedtoaccess support at all
32 November, 2014
UserscanalsoelectronicallyrequestaccesstoSRbyusingtheSRCallerSelf-Nominationform,whichcanbeaccessedbyloggingintoSR.Ifyou are not a caller on a contract, the form will be displayed. Complete and submit it. If you are already a caller on a contract, and want to be added to anothercontract,logintoSR,select“Relationshipadministration”fromtheleft side of the page, and then select “Addrelationship”.Completeandsubmit the form.
EachtimeauserrequestsaccesstoSRusingtheSRCallerSelf-Nominationform,theSTCwillreceiveane-mailnotifyingthemoftherequest.TheSTCorSSTCcanapproveordenytherequestbyloggingintoSR,selecting“Relationshipadministration”fromthe left side of the page and selecting “Managerelationships”,whichisalsolocated on the left side of the page. If the user is approved, an e-mail will be sent to the new user containing instructionsonhowtoaccessSR.
To access additional information on SR:
- godirectlytoourSRassistancesite at https://www-946.ibm.com/sr/help/, and select your country
- logintoSRthenclick“Help”or“Help”locatedontheleftsideofthepage
Note: Adding and updating the AuthorizedCallerinformationinSRappliesonlytoSR.YoumustupdatePassportAdvantageOnline(www.ibm.com/software/passportadvantage andchoosethePassportAdvantageOnlinetabandthen“Customersignin”)foranychangestoyourPass-port Advantage program contacts,
includingtheSiteTechnicalContact,toapply there.
TheSTCwillbeaddedasanAuthorized Caller by IBM when the contractisprocessed.TheSTCwillthenaddAuthorizedCallerstoSR.AftertheSTCisadded,theywillreceive an e-mail Welcome Letter thatisspecificallydesignedfortheiraccesstoSR.TheSTCistofollowthe instructions in the e-mail Wel-come Letter. It is important that the STCusethelinkembeddedinthee-mail and follows the instructions contained in the e-mail to ensure that their Authorized Caller record is set up correctly.
AftertheSTChasusedtheURLinthe e-mail Welcome Letter to access SRthefirsttime,theycanthenac-cessSRdirectlyfromtheIBMSoft-wareSupportWebsiteatwww.ibm.com/software/support, by clicking on the“Openservicerequest”tab,thenclickon“SR”andusetheirIBMIDand password to log in.
TheSTCisresponsibleforcreatingandmanagingalistofSecondarySiteTechnicalContacts(SSTCs)andAuthorized Callers who can access SR.SSTCscanaddAuthorizedCall-ers and submit and create service requests.AuthorizedCallerscansubmitandcreateservicerequests.To add Authorized Callers, users musthavefirstregisteredwithIBMandgivetheSTCorSSTCtheirIBMID.TheSTCthenlogsintoSR,selects“Relationshipadministration”from the left side of the page and thenselects“Managerelationhips”,.After a user has been added as an SSTCorAuthorizedCallerinSR,awelcome e-mail will be sent to the new user with instructions on how toaccessSR.Thenewusercanthen electronically submit and track servicerequestsusingSR.
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Appendix C: Contacts
Contact via WebOpenServiceRequest is a tool to help clientsfindtherightplacetoopenanyproblem, hardware or software, in any country where IBM does business. This is the starting place when it is not evident wheretogotoopenaservicerequest.
ServiceRequest(SR) offers clients online problem management to open, edit and trackopenandclosedPMRsbycustomernumber for all IBM software. Timesaving options:createnewPMRswithprefilleddemographicfields;describeproblemsyourselfandchooseseverity;submitPMRsdirectlytocorrectsupportqueue;attachtroubleshootingfilesdirectlytoPMR;receivealertswhenIBMupdatesPMR;viewreportsonopenandclosedPMRs.
YoucanfindinformationaboutgettinghelpforSRathttp://www.ibm.com/soft-ware/support/help-contactus.html
IBMLink-SoftwareXcelsupportcon-tractsofferclientsontheSystemzplatform the IBMLink online problem management tool to open problem records andaskusagequestionsonSystemzsoftwareproducts.Youcanopen,track,update, and close a defect or problem
record;ordercorrective/preventive/tol-erationmaintenance;searchforknownproblems or technical support informa-tion: track applicable problem reports: receive alerts on high impact problems andfixesinerror;andviewplanninginformation for new releases and preven-tive maintenance.
Contact via phone
f you have an active service contract maintenance agreement with IBM , or arecoveredbyProgramServices,youmay contact customer support teams viatelephone.Forindividualcountries,pleasevisittheTechnicalSupportsec-tionoftheIBMDirectoryofworldwidecontacts at http://www.ibm.com/planet-wide/ .
TocontactyourlocalIBMSalesteam,pleasealsovisittheIBMDirectoryofworldwide contacts at http://www.ibm.com/planetwide/ .
Note: the geography phone numbers have been removed from this document. Planet-wide (pointers above) will be IBM’s sole source for contact information.
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Appendix D: IBM Acquisitions
Welcome, clients and customers of acquiredsoftwarecompanies.Wewillbe working over the coming months tointegratethesupportforacquiredproduct support organizations into IBM.
WithmostIBMSoftwareacquisitions,IBM strives to deliver a consistent integrationoftheacquiredcompany’stechnology within an IBM product portfolio.However,thereisatransitionperiodduringwhichexistingclientcontracts and support delivery may be available to you based on current legacysupportcontracts,orusingexist-ing support infrastructure and contact methods. The information on these pages is intended to give you a starting pointonwhattoexpectforsupportthrough this transition from your legacysupporttotheIBMSupportOf-ferings described earlier in this book.
To lend continuity to customers of ac-quiredcompanies,IBMusesasystemcalledFlexibleContractTerms(FCT).FCTallowscustomerstotemporarilycontinue most support terms negotiat-ed while product was under the Legacy Company’s branding. Customers will be provided information on how to movefromFCTtotheenterprise-hardened IBM support offerings. These IBMofferingscarrymanybenefitsourcustomershavecometoexpectfromIBM branded products.
The annual, renewable subscription supportofferingispricedperServer.
Fully Integrated AcquisitionsThefollowingpastacquiredcompaniesand their support programs have been fullyintegratedintoIBMProductsand support offerings, please refer to support portfolio fordefinitionsofofferingss:
AsperaSupportCommunicationpageat http://www-01.ibm.com/software/info/aspera/support/ .
IBM SUPPORT FOR BIGFIX
IBM’sacquisitionofBigFix,bringscapabilities that enable customers an intelligent way to secure the enterprise by managing and automating security and compliance updates on thousands of computers around the globe.
Effective1February2011,BigFixproduct support was integrated into IBM.TheIBMSoftwareSupportorganization will provide support for BigFixproductsundertheendusers’existingagreementsfortheremainderof their contract terms.
AsaBigFixcustomer,youwillreceivea Welcome letter from IBM detailing the new process for contacting and obtainingsupportforyourBigFixproducts.ForallnewcustomersafterJanuary,2011,youwillreceiveanIBM Customer Number at the time of purchase along with details on how tocontactIBMSupportforyourIBMTivoliEndpointManagerProduct.
FormoredetailsonIBMSupport,please see Supportportfoliosection of theIBMSupportHandbook,sectionson“AssistanceProvided”and“Main-
• Algorithmics• Ascential• Coremetrics• Curam• Datacap• Encentuate• Exeros• I2• ILOG• Iniate• Lombardi• Micromuse• MRO Maximo• Ounce• Star Analytics• Tealeaf• Unica• Vallent• Watchfire
IBM SUPPORT FOR ASPERAEnDecember19,2013IBMacquiredAspera. Aspera’s technology helps companies securely speed the move-mentofmassivedatafilesaroundthe world. Licensed to clients and partners either in the cloud or on premise, Aspera’s high-speed transfer technology reduces transmission timesforlargefilesordatasetsbyupto99.9percent–potentiallycuttinga26hourtransferofa24gigabytefile,sent halfway around the world, down to just 30 seconds. Aspera’s patented fasp™ technology overcomes inherent bottlenecks in broadband wide area networks that slow the transfer of extremelylargefiles,suchashigh-definitionvideoorscientificresearchfiles,overdistance.
At http://www.ibm.com/software/info/aspera/support/youwillfindcontact centers to reach out to, shouldyouhaveanyquestionsre-gardingthistransition.Forthelatestinformation regarding the Technical Supporttransition,refertotheIBM
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IBM SUPPORT FOR CLOUDANT
OnFebruary24,2014IBMan-nouncedtheacquisitionofCloud-ant,aleadingNoSQLdatabaseasaservice provider founded in 2008. Cloudantprovidesahighlyflexible,scalable rapid deployment offering for developers of web and mobile applica-tions without the need to manage the Databaseinfrastructure.Cloudantwill be transitioning to IBM systems andbusinesspracticesoverthenext9-12months.Inthemeantime,cus-tomers using a Cloudant product will be supported by the current Cloudant CustomerSupportteam,usingexist-ing systems and practices and under the terms of their current mainte-nanceagreement.Modificationstoexistingprocesseswillbecommuni-cated to customers prior to changes taking effect. More information can be found at https://cloudant.com/.
IBM SUPPORT FOR COGNOS PRODUCTS
IBMCognosbusinessintelligence(BI)andfinancialperformancemanage-ment solutions deliver world-leading enterprise planning, consolidation and BI software, support and services to help companies plan, understand andmanagefinancialandoperationalperformance. IBM Cognos solutions bring together technology, analyti-cal applications, best practices, and a broad network of partners to give customers an open, adaptive and completeperformancesolution.Over23,000 customers in more than 135 countries around the world choose IBM Cognos solutions.
Datestonote:
• January31,2008:AcquisitionofCognos by IBM completed.
• January1,2009:Transferofbusinessfrom Cognos into IBM occurred.
• June1,2009:IBMSupportsystemsand processes adopted.
Forallresourcesassociatedwiththetran-sitiontoIBMSupport,visithttp://www.ibm.com/software/data/cognos/customer-center/dbwi/index.html
Cognos Support offerings
CognosSupportoffersSupportPlansspecifictoCognossoftwarecustomersandAppliance customers. Cognos software customers purchase software from IBM Cognos and install and maintain such software on their own hardware, whereas Appliance customers purchase hardware from IBM Cognos on which software solu-tionsarepre-installedandconfigured.
AllSupportPlansarefoundedon:
1. Product(Appliance)Continuation:access to various new and upgrade releases of software and/or hardware.
2. OnlineSupport:24x7,self-serve
tenanceacquiredthroughPassportAdvantageorPassportAdvantageExpress”.
IBM SUPPORT FOR CLARITY
OnOctober212010,IBMcomplet-edtheacquisitionofthesoftwareportfolioofClaritySystems,Inc.,a privately held business analytics companyheadquarteredinToronto,Canada.ClaritySystemsdeliversfinancialgovernancesoftwarethatenables organizations to automate the process of collecting, preparing, certifyingandcontrollingfinancialstatementsforelectronicfiling,insupportofmandatesbytheSECandotherfinancialregulatoryagencies.Tosignificantlyreducethe risks of potential error and the lengthytimesrequiredtocreateandfilefinancialdocuments,Clar-itySystemssoftwareallowsfinanceprofessionals to seamlessly inte-grateinformationformoreefficientplanning,consolidationandfinan-cialreporting.InJanuary2012,legacyClaritySystemscustomersmoved to the IBM support systems for case management. A Welcome toSupportletterwassentandCli-entExperiencewebinarsconductedprior to this move. The in country local telephone numbers have also changed and can be found at http://www.ibm.com/planetwide. All open support cases have been movedtotheIBMServiceRequesttool and can be accessed by using theIBMSupportPortal.Shouldyouhaveanyquestionsregardingsupport processes or the support integration into IBM, please e-mail [email protected]
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Technical and business resourc-es
TheIBMCognosSoftwareSupportwebsite is located at www.ibm.com/cognos/support. This site provides access to a wide range of self service support for your IBMCognossoftware.Someofthekeysupport features allow you to:
• DownloadingIBMCognossoftware.
• SearchIBMtechnicalsupportknowledge base, including Cognos Reources.
• Findtroubleshooting,planningandinstallation documents
• Openaservicerequest(electronicproblemsubmissiontools).
• Access the IBMSupportHandbook and IBMCognosSupportGuides, which contain detailed informa-tion about IBM’s software support services.
• Connect with others via the Forumsand Communities link.
The web site also includes valuable administration information and help features, such as:
• OnlineAuthorizedCallerregistra-tion and list maintenance.
• Sitetours,includingoneforelec-tronic problem submission, at the SoftwareSupportAssistance loca-tion.
The Cognos Customer Center provides a goodstartingpointforfindinginforma-tionaboutCognosSupport,Professional
andclosedPMRsbycustomernumber.Timesaving options include: create newPMRswithprefilleddemographicfields;describeproblemsyourselfandchooseseverity;submitPMRsdi-rectlytocorrectsupportqueue;attachtroubleshootingfilesdirectlytoPMR;receivealertswhenIBMupdatesPMR;viewreportsonopenandclosedPMRs.
PleaserefertotheCognosServiceRequestpage or information on service requesttopicssuchas:
• Whentosubmitaservicerequest
• What steps to take before you submitaservicerequest
• Howtosubmitaservicerequest
• Howtoescalateaservicerequest
Youcanfindinformationaboutassis-tanceforSRattheContacttheSRhelpdesk site.
What is the Cognos Product Lifecycle?
ProductsreleasedafterJanuary12009plus IBM Cognos 8 BI Version 8.4, fallundertheStandardIBMSoftwareSupportLifecyclePolicy.Pleaserefertothe following site for full details of this policy:
• IBMSoftwareSupportLifecyclePolicy
ProductsreleasedbeforeJanuary1,2009,excludingIBMCognos8BIVersion 8.4, fall under the previous Cognos Lifecycle policy, as described intheCognosSupportPlansGuide.RefertotheCognos supported products web page for the support status of your product.
access to Web resources such asTechnotes,ProvenPractices(WhitePapers)andProductDownloads(ifapplicable)Thedifference between the plans is intheAssistedSupportfocus.
3. AssistedSupport:thesupportservices available to you when yourequirelive,interactivesupport from IBM. The Cognos Supportofferingsavailabletocustomersinclude:Standard;SoftwareDevelopmentKitCodeLevel;Advantage;and,Premier.
ForanyCognosSupportofferingpurchasedoutsideofIBMPassportAdvantage,ExpressorPremium,pleaseseetheSupportPlansGuidefor additional information. The Cog-nosSupportPlansGuideprovidesanoverview of the plans offered before theacquisitionofCognosbyIBM,includinginformationon:SDKcode-levelsupport;on-linesupportpro-grams;and,informationongettingthemostfromyourSupportPlan.
ASupportPlanisapurchasablesup-portserviceofferingwithdefinedde-liverables, rights, joint commitments andservicelevels.ASupportPlanencapsulates the shared working arrangement between you and IBM CognosSupport.SupportPlansarealsoreferredtoasSupportOfferings.
• TheCognosSupportPlansGuide
• FAQsforCognosCustomersandPartners
Problem reporting for Cognos customers
TheServiceRequest(SR)tooloffersCognos clients online problem man-agement to open, edit and track open
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ServicesandEducation.
Cognos Customer Center
At Cognos we appreciate your busi-ness and look forward to working with you.
IBM SUPPORT FOR CONSUL PRODUCTS
Consul’s enterprise security audit-ing and compliance solutions col-lectandanalyzevastquantitiesofuser and system activity to monitor, report and investigate both mali-cious and accidental violations of information use.
EffectiveJuly2007,Consulprod-ucts and support were integrated into IBM.
As part of the transition of Consul LegacySoftwareproductsintoIBMSupport,theTerms&Condition’s(T&C’s)documentedinexistingConsul contracts will be honored through the remaining length of the agreement, at which point, a mutuallybeneficialIBMserviceagreement may be negotiated.
FormoredetailsonIBMSupport,.FormoredetailsseeIBMSoftwareMaintenanceunderEnhancedSupport.
ForinformationregardingtheConsulacquisition,includingSup-portFAQs,Importantlinks,andEducationopportunities,pleaseseethe Consul support resources.
IBM SUPPORT FOR DAEJA
OnSeptember19,2013,IBMan-nouncedtheacquisitionofDaejaImageSystemsLtd.(“Daeja”),leading provider of document and image viewing solutions for enter-
ForinformationregardingtheDat-amirroracquisition,includingSupport,Downloads,andFAQs,pleaseseethe following link.
IBM SUPPORT FOR DATAPOW-ER PRODUCTS
IBMWebSphereDataPowerSOAAppliances are purpose-built, easy-to-deploy network devices that simplify, helpsecure,andaccelerateyourXMLand Web services deployments while extendingyourSOAinfrastructure.These new appliances offer an innova-tive, pragmatic approach to harness thepowerofSOAwhilesimultaneouslyenabling you to leverage the value of yourexistingapplication,security,andnetworking infrastructure investments.
EffectiveNovember1,2005,Data-Powerappliancesandsupportwereintegrated into IBM.
SupportforWebSphereDataPowerappliances will be provided by IBM SupportinitiatedthroughSoftwareIBMSupportforbothfirmwareandhardware.Customerswith7x24contracts will continue to get the off-shift support to which they are entitled. Additional information regardingDataPowersupportofferingsand self-help is available at: http://www.ibm.com/support/docview.wss?rs=2362&uid=swg21260903. This information covers a range of support topics including:
• WebSphereDataPowerextendedmaintenance and support services
• Specificsforcustomerswithvalidsupport contracts on how to con-tactIBMWebSphereDataPowerTechnicalSupport
prise content management is now part ofIBM.SupportfortheDaejaproductwillbeprovidedbyIBMandtheexist-ingacquiredsupportteam.EffectiveApril 1, 2014 the terms and conditions ofsupportfortheDaejaproductwillfallundertheIBMPassportAdvantagesup-portterms.ForadditionalinformationregardingDaejasupportpleaserefer-ence http://www.ibm.com/software/ecm/daeja/support/.
IBM SUPPORT FOR DATAMIR-ROR PRODUCTS
OnSeptember4,2007,IBMacquiredDataMirror a public company based inMarkham,Ontario.DataMirrorisaleading provider of real-time changed data capture software for dynamic changed-data integration, replication and high availability.
DatamirrorprovidesChangeDataCapture(CDC)softwarewithhighperformance, real-time data integration solution that addresses data integra-tion challenges across heterogeneous environments.Nativelog-basedCDCtechnology detects mission-critical data events in real time without impact-ing system performance. Bidirectional real-timeCDCsynchronizesinforma-tion between data sources to provide a single version of the truth throughout anenterprise.IBMInformationServerChangeDataCaptureisfullyintegratedintoIBMInformationServerandpro-videsreal-timedatafeedstoDataStageandQualityStage.
AsofApril28th2008Datamirrorsupport has been integrated into IBM SoftwareSupport.TheIBMSoftwareSupportorganizationwillprovidesup-portforDatamirrorproductsundertheendusers’existingagreementswithDatamirrorfortheremainderoftheircontract terms.
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Clientrep.YourClientrepresentativewillmakethenecessaryrequestonyour behalf.
Accessing older FileNet software versionsTorequestcodeforolderversionsofIBMFileNetsoftwarepleasecontactyourCli-entrepresentative.YourClientrepresen-tative will contact make the necessary requestonyourbehalf.
IBM only makes the current version of its software available for download. Because of the differences in product lifecycle managementbetweenFileNet’slegacyapproachandIBM’sprocesses,existingFileNetcustomersmayhavealegitimateneedtoobtainolderversionsofFileNetsoftware. By policy, these versions are not available via the IBM software download site. The following describes the condi-tions under which an old version of software can be obtained and the process to follow in order to obtain it.
Versions of software that are not the cur-rent version but that are still supported by IBM FileNet’s development organization
regardingtheEmptorisSupport,includingSupportphonenumbers,accesstoopenon-line cases and important updates, please see theEmptorisTransitionResourcespageathttp://www.ibm.com/software/commerce/emptoris/support/
IBM SUPPORT FOR FILENET PRODUCTS
IBM®softwaresupportforEnter-priseContentManagement(ECM)isrepresented by a network of people, systems and services provides you with a single point of contact for 24/7 remote technicalassistance.Softwaresupportalso includes a subscription to code correctionsandfixes,plusupdatesandenhancements to stay current with your investment.WhetheryourECMsoft-ware is installed at a single location or in multiple sites around the world, our technical specialists will work closely with your support staff to:• Maintain bottom-line productivity • Maximizesystemavailability• Saveyoutime• ReduceyourriskEffective,October1,2007,FileNetproducts and support were integrated into IBM, under Information Manage-ment|EnterpriseContentManagement(ECM).TherearefewspecificchangestotheFileNetSupportofferingsor deliverables provided to our FileNetcustomers.TheCustom-erSupportteamisfocusedoncontinuing to deliver world-class supporttotheFileNetcustomerbase.
The following are the processes specifictotheIBMECMFileNetsoftware download access.
Accessing older FileNet software fix packs TorequestaccessforolderfixpacksofIBMFileNetsoftwareplease contact your local IBM
• WebSphereDataPowerSOAAppli-ancesSupportpage
• Firmwareanddocumentationdownloads including a download wizard
• MyNotificationsweeklycustome-mail with important news about the IBM products you select
• IBMWebSphereDataPowerSOAAppliance forum on developer-Works
IBM SUPPORT FOR DE-MANDTEC PRODUCTS
OnFebruary15,2012IBMacquiredDemandTec.DemandTecdeliverscloud-based analytics software to help organizations improve their price, promotion,andproductmixwithinthebroadcontextofenterprisecommerce:retail, business-to-consumer, and con-sumer goods. More information can be found at www.demandtec.com.ForthelatestSupportupdates,pleaserefertohttp://www.ibm.com/software/market-ing-solutions/demandtec/support/.
IBM SUPPORT FOR EMPTO-RIS
OnJanuary31,2012IBMacquiredEmp-toris the world leader in strategic supply, category spend and contract management solutionsthatenablecompaniestomaxi-mizefinancialperformanceandoptimizecommercial risk. The company’s suite of award-winning and industry-recognized sourcing, contract management, spend analysis, supplier lifecycle management, servicesprocurementandtelecomexpensemanagement solutions are successfully used byGlobal2000companies.
EmptoristechnicalsupportwilltransitiontoIBMSupportprocessandtoolsinthesecondquarterof2013.Inthemeantime,customersusinganyofEmptorisproductswillbesupportedbythecurrentEmptorisTechnicalSupportteam,usingexistingsystemsandPractices.Forinformation
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on the applicable IBM support terms, see SupportPortfolioandSupportFoundationsectionsofthishandbook.
IBM SUPPORT FOR GREEN HAT
OnJanuary11,2012,IBMannouncedithadcompletedtheacquisitionofGreenHat,aprivatelyheldcompanyjointlyheadquarteredinLondon,EnglandandWilmington,Delaware.GreenHathelpscustomersimprovethequalityofsoftwareapplications by enabling developers to use cloud computing technologies to conduct testing of a software application prior to its delivery.
AswemoveforwardwiththeacquisitionofGreenHatproducts,wehavecreatedtheGreenHatSupportOverviewpageathttp://www.ibm.com/software/rational/support/greenhat/ To ensure a positive transitionexperienceforyourorganization,this simple webpage will be your one-stop resource for support tools, processes and critical transition dates. We encourage you to bookmark and visit this webpage regularly.
IBM SUPPORT FOR GUARDIUM
IBMInfoSphereGuardiumappliancesare virtual appliances purpose-built for real time database activity monitoring by deploying centralized and standardized controls for real-time database security andmonitoring,fine-graineddatabaseauditing, automated compliance reporting, data-level access control, database vulner-ability management and auto-discovery of sensitive data.
SupportforInfoSphereGuardiumappli-anceswillbeprovidedbyIBMSupportinitiatedthroughSoftwareIBMSupportforbothfirmwareandhardware.
SAdditionalinformationregardingInfoS-
phereGuardiumsupportofferingsandself-help is available at: http://www.ibm.com/software/data/guardium/
IBM SUPPORT FOR INTELLI-DEN
Intelliden is a leading provider of Intelli-gentNetworkAutomationSolutionsthatenable organizations to control, manage and scale their networks. With Intelliden products, network-driven organizations can enforce granular access control andsecurity,automateconfigurationchanges, help ensure network compli-ance, provision devices with enhanced levels of accuracy, and provide a normal-ized view of network resources, for virtu-ally any vendor, type, model or operating system. Intelliden’s innovative platform actsastheTrustedSourceofNetworkTruth™ by providing the real-time state of the network – the key to helping ensure accuracy across increasingly dynamic networks. It offers unmatched scalability, is an open solution, and has beenproveninserviceproviders,finan-cial services organizations, government agencies and other businesses dependent on their networks.
IBMacquiredIntellidenFebruary16,2010.
EffectiveAugust24,2010,Intellidenproduct support was integrated into IBM.TheIBMSoftwareSupportorgani-zation will provide support for Intelliden productsundertheendusers’existing
Asageneralpolicy;thissoftwareisavailable without restrictions. In order toobtainaspecificsoftwareversion,contact your local Client representa-tive, who will make the necessary requestonyourbehalf.Thefollowinginformationisrequired:
Customer contact name: Customer company name: Customer contact phone:Customer contact e-mail:Customer address: Customer ICN: Productrequired(includeversionandOS):
IBMwillmaketherequestedproductavailable for download to the customer and will contact the customer to com-municatetheURLandprocessfordownload.Thisrequestmaytake7to10 business days to complete.
IBM SUPPORT FOR FILEX
FilesXspecializesincontinuousdata protection and nearly instant data and application recovery software for enterprises and remote/branchoffices.OnApril21,2008,IBMannouncedthisacquisitionand its integration into the IBM product family.
EffectiveOctober2008,FilesXproducts and support were inte-grated into IBM
AspartofthetransitionofFilesXSoftwareproducts,IBMwillbeyour primary support provider. TheTerms&Conditions(T&C’s)documentedinexistingFilesXcon-tracts will be honored through the remaining length of the agreement, atwhichpoint,amutuallybenefi-cial IBM service agreement may be negotiated.Formoreinformation
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agreements for the remainder of their contractterms.FormoredetailsonIBMSupport,pleaseseeSupportFoundation, sectionson“AssistanceProvided”and“MaintenanceacquiredthroughPass-portAdvantageorPassportAdvantageExpress”.
IBM SUPPORT FOR INTER-NET SECURITY SYSTEMS PRODUCTS
InternetSecuritySystems(ISS),nowIBMSecuritySolutions,isrecognizedas a market leader in adaptive security management, intrusion detection and prevention, and vulnerability manage-ment providing innovative solutions that helpenablemaximumprotectionfromenterprise security risks. An estab-lishedleaderinsecuritysince1994,theIBMSecuritySolutionsintegratedsecurity platform is designed to auto-matically protect against both known and unknown threats and protects customers from online attacks before they impact critical business assets. These solutions are based on the proac-tivesecurityintelligenceoftheIBMX-Force®researchanddevelopmentteam-- a world authority in vulnerability and threat research.
OnAugust23,2006,IBMacquiredISStobringitsunique“ahead-of-the-threat”securityapproachtoabroadrangeofcustomersworldwide.ISSprovides security solutions to thousands of the world’s leading companies and governments, helping to proactively protect against Internet threats across networks,desktopsandservers.ISSsoftware, appliances and services moni-tor and manage network vulnerabilities and rapidly respond in advance of potentialthreats.ISSthreatprotectionsystems complement IBM’s Tivoli iden-tity and access management software, addressing and managing customer security and privacy needs.
TheIBMX-Force®researchanddevelopment team has also played a key roleinthisacquisition.IBMhaslinkedtheexpertiseoftheX-Forcewithitsown world-class research organization and grown this capability by continu-ing to recruit and train leading security specialists.
OnNovember1st,2010theSupportand Maintenance organization for IBM SecuritySolutionsjoinedforceswithIBMSoftwareSupport.IBMSoftwareSupportwillprovidesupportforIBMSecurityProductsundertheexist-ingagreementswithISSSupportandMaintenance for the remainder of the contract term.
To access resources such as the knowl-edge base, documentation, white pa-pers,andXPUinformation,pleasevisittheIBMSecuritySolutionsMigrationPage:http://www.ibm.com/support/docview.wss?uid=swg21447087
IBM SUPPORT FOR KENEXA
InDecemberof2012,IBMformallyacquiredKenexa.Kenexawillbetransi-tioning to selected IBM support systems andvalueaddedofferingsoverthenext6-12 months. In the meantime, custom-ersusinganyKenexaheritagebrandedofferings will be supported by the cur-rentIBMKenexasupportteams,usingheritageKenexasystemsandprac-tices, under the terms of their current maintenanceagreements.Duringthistime,newIBMKenexacustomerswillalsobesupportedbyheritageKenexasupport teams which use different tools and phone numbers from other IBM Supportteams.
More information and resource links will be made available here as we evolvethesupportexperienceforyourIBMKenexaofferings.Anynewchoicesormodificationstoexistingsupport
processes will be communicated to customers in a variety of channels, prior to any change taking effect.
Information on how to secure support foranyKenexaofferingscanbefoundat: http://www.ibm.com/software/sup-port/kenexa/supportbasics.html
MoredetailonKenexasupportcanbefound in the Internet version of this handbook: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/acquisi-tions.html#kenexa
IBM SUPPORT FOR Netezza
OnNovember11,2010IBMacquiredNetezza. Netezza appliances combine storage, processing, database and analytics into high-performance data warehouse appliances that are purpose-built to make advanced analytics on big data simpler, faster and more acces-sible. More information can be found at http://www.netezza.com/data-ware-house-appliance-products/index.aspx
Netezza will be transitioning to IBM systems and business practices over thenext3-6months.Inthemeantime,customers using Netezza Appliance products will be supported by the cur-rentNetezzaTechnicalSupportteam,usingexistingsystemsandpracticesand under the terms of their current maintenanceagreement.Modifica-tionstotheexistingprocesseswillbecommunicated to customers prior to
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changes taking effect as well as being outlined here: http://www.ibm.com/software/data/support/netezza_sup-port_comm.html.
Web access to Netezza technical sup-port may be found through the Netezza CustomerSupportpage(http://www.netezza.com/support/).ThefollowinglinkwillprovideyouwiththeUStollandtoll free telephone number for escalated incidences: http://www.ibm.com/plan-etwide/ orselectContactUsfromthebottom left corner of the Customer Center home page.
ForongoingtransitioninformationrelatedtotheacquisitionofNetezzaApplianceproduct maintenance and support are documented at: http://www.ibm.com/software/data/support/netezza_sup-port_comm.html.
IBM SUPPORT FOR OpenPages
OnOctober21,2010,IBMcompletedtheacquisitionofOpenPages,aleadingprovider of integrated risk management solutionsforglobalcompanies.TheOpen-PagesGovernance,RiskandCompliance(GRC)Platformempowersariskbasedapproach to identify and manage key business risks across the enterprise.
EffectiveMay1,2011,OpenPageswillhave completed the Transfer of Business intoIBMandexistingcustomerdatawillbegin migration into the IBM systems. OpenPageswillbetransitioningtoIBMSupportsystemsandbusinesspracticesoverthenextfewmonthswithatargetcompletion date of August 31, 2011. In themeantime,customersusingOpen-PagesproductswillbesupportedbythecurrentOpenPagesTechnicalSupportteam,usingexistingOpenpagesSup-port systems and practices, and under the terms of the current maintenance agreement.Modificationstotheexistingprocesses will be communicated prior to changes taking effect.
AsanOpenPagescustomer,youhavereceived a Welcome letter from IBM detailing the new method for contact-ing and obtaining support for your OpenPagesproductsafterAugust31,2011.ForallnewcustomerspostMay12011, you will receive an IBM Cus-tomer Number at the time of purchase along with details on how to contact IBMSupportforyourIBMOpenPagesProducts.
TheOpenPagesSupportTeamwillcon-tinue to focus on delivering customer satisfaction without compromise. As we worktointegrateOpenPagesandIBMSupport,wewillofferOpenPagescus-tomersexpandedcapabilitiesthroughtheexistingIBMSupportinfrastruc-ture.
Forthemostup-to-dateinformationre-gardingtheOpenpagesSupporttransi-tion, visit the IBMOpenpagesCustomerCenter.PleasevisittheOpenPagesCustomerSupportwebpagefor addi-tionalinformationabouttheOpenPagesCustomerSupportprogram.
IBM SUPPORT FOR PSS SYS-TEMS
OnOctober21,2010IBMacquiredPSSSystems.(nowPSS,anIBMCompany),a Mountain View, California-based pro-vider of advanced capture technology. PSSSystemshelpscompanieseliminateunnecessary legal risk, and discovery and data management costs. Its Atlas Suiteprovidesintegratedsoftwaresolu-tions for legal holds, discovery workflow, regulatory compliance and data gover-nanceforcustomers.PSSenteredthelegal holds market in 2004 and claims the largest concentration of customers anddomainexpertsanywhere.
Attention: All PSS customers: Sup-port for all PSS products will transi-tion to the IBM Support infrastruc-ture as of September 1, 2011.
EffectiveSeptember1,therearechanges you will need to prepare for, including:
To open a new case:
• UseyouruniqueIBMCustomerNumber(ICN)whencallinginforsupportorwhenrequestingsupport online through the IBM ServiceRequestsystem.
• OpenaServiceRequest using the IBMSupportServiceRequest(SR)systeminsteadofopeningaSup-portCaseonPSSSupportPortal.
• ReplacePSSSupportphonenumberswithIBMSupportphonenumbers.FortheU.S.itis1-800-IBM-SERVor1-800-426-7378.
VisitourPlanetwide(http://www.ibm.com/planetwide)sitefortheappropri-ate in-country technical support phone number.
• YoucannotopenaServiceRequest(case)viae-mail
To download patches and updates for current versions of IBM Atlas Suite software:
• UseIBM’sFixCentral
Support for Cases opened prior to September 1, 2011:
• SupportCasesthatwereopenedpriortoSeptember1,willcontinuetobesupportedonthelegacyPSScase management system until closure or management determina-tiontomigratetoIBMtools.Youwillbenotifiedofanychangesinadvance.
42 November, 2014
Accessing Support documentation:
• FAQsandotherPSSSupportcontent will remain on the PSSCustomerPortal until further notice.
What you need to do:
• Make sure you are familiar with yourICN(IBMCustomerNumber).
• Performrequiredactionstoaddyour approved authorized callers under your organization’s ICN via theSupportPortaluseradminis-tration tools.
• ReviewthetutorialcontentsonPSSsupportportalhttps://support.pss-systems.com/node/1494 to ensure you have proper access to IBM support infrastructure.
• ReviewthisIBMSupportHand-bookandthenotificationlettersfor further instructions on how to utilizeAssistedSupportatIBM.
We anticipate you and your organiza-tionwillexperienceasmoothtransitiontoIBMSupport.Duringthisprocessweareavailabletoansweranyques-tions you may have, and to handle your ongoing products and service needs. Shouldyouhaveanyquestionsregard-ing getting set-up to engage through IBMSupport,[email protected] Client Care team can assist you withnon-technicalquestionsregardinghowtousesupport,PassportAdvantageOnline,theSR(ServiceRequest)Tool,or entitlements.
IBM SUPPORT FOR SOFTEK
Softek(DataMobilityServices)wereacquiredbyIBMin2007.SoftekispartofGlobalTechnologyServices,offeringdata migration services and tools that
can enable nondisruptive, online migra-tions to reduce costs, optimize infra-structures and increase productivity.
OngoingsupportforSoftekproductswill be provided under the current termsandmethodswithintheexistingcontracts;toaccesssupportfortheseSoftekproductspleasevisithttp://www-950.ibm.com/services/dms/en/support/
ForcustomersseekingSoftekAnnualMaintenanceRenewalsviathe1-877-426-6006, select option 2 is for Invoic-ing/Renewals/Maintenance.
SPSS
IBMSPSSpredictiveanalyticshelpsyour organization anticipate change so that you can plan and carry out strate-gies that improve outcomes. By applying predictive analytics solutions to data you already have, your organization can uncoverunexpectedpatternsandas-sociations and develop models to guide front-line interactions. This means you can prevent high-value customers from leaving, sell additional services to current customers, develop successful productsmoreefficiently,oridentifyandminimizefraudandrisk.Predic-tive analytics gives you the knowledge to predict…and the power to act.
Datestonote
• October1,2009:AcquisitionofSPSSbyIBMcompleted.
• October1,2010:Transferofbusi-nessfromSPSSintoIBMoc-curred.
• April1,2011:IBMSupportsystemsandprocessesadoptedbySPSSSupport.
SPSSispartoftheIBMBusinessAnalyticsbrandatIBM.PleaseseeourBusiness Analytics home page in the IBM web site, and the support section in that page for additional help with get-ting support at IBM.
IBM SUPPORT FOR STERLING COMMERCE
OnAugust27,2010IBMacquiredSter-lingCommerce,anAT&TCompany;nowSterlingCommerceispartoftheIBMCorporation..SterlingCommercehelps organizations worldwide increase business agility in their dynamic business network through innovative solutionsforsellingandfulfillmentandfor seamless and secure integration with customers, partners and suppliers.
On1February2012,legacySterlingCommerce customers have moved to the IBM support system for case management. The in country local tele-phone numbers have also changed and can be found at http://www.ibm.com/planetwide . All open support cases havebeenmovedtotheIBMServiceRequesttoolandcanbeaccessedbyusingtheIBMSupportPortal.Thisincludes all customers of the following applications:• IBMSterlingConnectproducts• IBMSterlingGentranproducts• IBMSterlingControlCenter• IBMSterlingSecureProxy• IBMSterlingB2BIntegrator• IBMSterlingTotalPayments• IBMSterlingSelling&Fulfillment
Suite(includingMCFandMCS)• IBMSterlingFileGateway• IBMSterlingCertificateWizard• Mobile Applications• MappingNote for all other products or services not included in the above list, it is busi-nessasusualusingheritageSterling
43 November, 2014
Commerce processes for submitting cases to support. Continue to go to http://customer.sterlingcommerce.com forallyoursupportinquiries.
IBMSupportwillprovidesupportfortheSterlingCommerceproductslistedaboveunderendusers’existingagree-mentswithSterlingCommercefortheremainderoftheircurrentterms.FormoredetailsonIBMSupport,pleasesee SupportFoundation, sections on Assistance provided and Maintenance AcquiredthroughPassportAdvantage.
ForinformationregardingtheSter-lingCommerceacquisition,includingSupportFAQs,importantlinks,andEducationopportunities,pleaseseetheSterlingCommerceTransitionRe-sources page at http://www.ibm.com/software/commerce/support/
ReviewtheSterlingtoIBMSupportTransition webinar for detailed informa-tiononusingIBM’sServiceRequestoptionontheSupportPortal.
IBM SUPPORT FOR STOREDIQ
OnDecember19,2012IBMannouncedadefinitiveagreementtoacquireStoredIQ.Industry-leadingcompaniesrelyonStoredIQ’sActiveInformationManagementsolutionstosolveBigDataproblems and manage their information moreefficientlytoreducecostandrisk.Quickly deployed within the enterprise, StoredIQdiscovers,analyzesandactson what’s important across petabytes of data where it lives, without moving it to a repository or specialty application to deliverimmediateROI.Moreinforma-tion can be found at http://www.ibm.com/software/info/storediq. Technical supportforStoredIQproducts,IBMUnstructuredDataIdentificationandManagement,IBMeDiscoveryIden-
tificationandCollection,IBMPolicyAssessment and Compliance, and IBM DesktopDataCollectorcanbeobtainedthrough the support portal at http://http://support.ibm.com or by calling 1-800-IBM-SERV.
IBM SUPPORT FOR TELELOGIC PRODUCTS
Telelogic solutions automate and sup-port best practices across the enterprise - from powerful modeling of business processes and enterprise architectures torequirements-drivendevelopmentof advanced systems and software. Telelogic’s solutions enable organiza-tions to align product, systems, and software development lifecycles with business objectives and customer needs todramaticallyimprovequalityandpredictability,whilesignificantlyreduc-ing time-to-market and overall costs..
EffectiveFebruary1,2009,Telelogicproduct support was integrated into IBM.TheIBMSoftwareSupportorganization will provide support for Telelogic products under the end users’ existingagreementsfortheremainderoftheircontractterms.FormoredetailsonIBMSupport,pleaseseeSupportFoundation, sections on Assistance ProvidedandMaintenanceAcquiredthroughPassportAdvantage.
Forinformationregardingsupportdelivery for Telelogic products, please see RationalSupport-TelelogicSupportOverview.
IBM SUPPORT FOR TRIRIGA
OnMarch22,IBMannouncedthatithascompletedtheacquisitionofTRI-RIGAInc.,aleadingprovideroffacilityand real estate management software solutions.
TRIRIGAprovidestheindustry’smost
extensivefunctionalityinanIntegratedWorkplaceManagementsolution.TRIRI-GA’stechnologyprovidescustomerswithunmatched business agility to rapidly configureandreconfiguretheapplica-tion as customers’ needs change. With an outstanding network of consultants, partners,industryexperts,andmarket-leadingcustomers,TRIRIGAdeliversunparalleledexperienceandexpertise.As a leader in workplace management solutions,TRIRIGAwillstrengthenIBMsmarter buildings solutions.
The Transfer of Business occurred on November1,2011.TRIRIGAsupportwill transition to the IBM support sys-tems starting November 14 and clients willbenotifiedwhentheyshouldbeginto use IBM support programs, and we intend to complete this transition by year-end 2011.
ForinformationregardingtheTRIRIGAsupport transition, including links and educationaboutIBMSupportprogram,please see the TRIRIGASupportFAQs. SupportfortheTRIRIGAproductswillbehandledbybothIBM’sTRIRIGAtechnicalsupportteamsandIBMPart-ners.
IBM SUPPORT FOR U2 PROD-UCTS
RocketSoftware,Inc.acquiredtheIBMUniVerseandUniData(U2)productlineonOctober1,2009.Allfutureinforma-tionregardingtheU2productswillbeavailablefromRocket.PleaserefertotheRocketwebsitewww.rocketsoftware.com/u2/. When you access non-IBM Web sites, even though they may contain the IBM logo and content regarding IBM’s products and services, such Web sites are independent of IBM and IBM makes no representations or warranties regarding
44 November, 2014
the content and has no control over the operation of such non-IBM Web sites. In addition, a link to a non-IBM Web site does not mean that IBM endorses that Web site or has any responsibility for the use of such Web site.
IBM SUPPORT FOR URBAN CODE
On22-Apr-2013,IBMannouncedtheacquisitionofUrbanCodeaddingtotheDevOpsportfolio.BasedinCleveland,Ohio,UrbanCodeautomatesthedeliveryofsoftware,helpingbusinessesquicklyrelease and update mobile, social, big data, cloud applications. Visit IBM’s news room for the full press release.
Aswemoveforwardwiththeacquisi-tionofUrbanCodeproducts,wehavecreatedtheUrbanCodeSupportTransi-tionOverviewpageat(http://www.ibm.com/software/rational/support/urban-code/).Toensureapositivetransitionexperienceforyourorganization,thissimple webpage will be your one-stop resource for support tools, processes and critical transition dates. We encourage you to bookmark and visit this webpage regularly.
IBM SUPPORT FOR VARICENT
OnMay232012,IBMcompleedtheac-quisitionofthesoftwareportfolioofVari-centSoftware,Inc.,aleadingproviderofanalytics software for compensation and sales performance management head-quarteredinToronto,Canada.Varicent’ssoftware automates and analyzes data acrosssales,finance,humanresourcesand IT departments to uncover trends and improve sales performance and op-erations.TheacquisitionenhancesIBM’sSmarterAnalyticscapabilitiesacrosslineof business operations in all industries.
IBM Varicent customers will be tran-sitioning to IBM systems and business practicesoverthenext6months.Inthe meantime, IBM Varicent customers using any of Varicent’s products will be supported by the current support team, usingexistingsystemsandpractices.
Modificationstoexistingprocesseswillbe communicated to customers prior to changestakingeffect.Forthelatestin-formationregardingtheTechnicalSup-port transition, refer to the IBM Varicent Customer Center .Shouldyouhaveanyquestionsregardingsupportprocessesorthe support integration into IBM, please e-mail [email protected]
IBM SUPPORT FOR XTIFY
OnOctober3,2013IBMannouncedtheacquisitionofXtifyInc.,aleadingprovider of cloud-based mobile messag-ing tools that help organizations improve mobilesales,drivein-storetrafficandengage customers with personalized of-fers.Xtifywaslaunchedin2009tohelpbrands and marketers stay connected to their mobile customers who increasingly want their information and entertain-ment on the go. The premise was simple: content and promotional offers are far more useful when delivered directly to consumers at the time and place in which they can act on them immediately. In other words, relevancy is key. More information can be found at http://www.xtify.com.XtifywillbetransitioningtoIBM systems and business practices over thenext4-8months.Inthemeantime,customersusinganyXtifyproductswillbesupportedbythecurrentXtifyTech-nicalSupportteam,usingexistingsys-tems and practices and under the terms of their current maintenance agreement. Modificationstoexistingprocesseswillbe communicated to customers prior to changes taking effect.
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Appendix E: IBM Canada’s Remote Technical Support Offering
BaseorProgram ServicesTasks
• Individual reported errors during a product install
• Howtodiagnosere-ported problems
• Problemdetermination,problem source iden-tification,dumptraceanalysis
• Assist with diagnosing interfaces between IBM Code and application
• Assist with diagnosing the interfaces between IBMCodeandUserExitprograms
• Assist with incorrect publications via a reporting error
• Questions / recommen-dation on maintenance level,PTFs,APARs
• No trouble found, prob-lems,orerrors(errornotre-producible)
• Provideguidanceoncollection of docu-mentation to resolve problems
• (CustomerdocumentsmayberequiredbyDefectSupportGroup)
BaseorFoundationOfferingsTasks
• Installation assistance (i.e.clarificationofasinglestepinaprocess)
• Generalguidanceforproduct installation. Assist with general questionsonproductusage and operation
• Interpret manuals re-garding IBM Code and application interface
• Interpret publications on the use or purpose ofaUserExit.Provideasampleifoneexists.
• Provideavailablecon-figurationsamples
• Interpret and clarify publications
• Generalquestionsonmaintenance philosophy
• Shortduration,generalusageassistanceques-tions
• Provideinstructionsonhow to collect necessary documentation(Cus-tomer documents or datamayberequired)
PremiumOfferingsTask (perform)
• Outlineexactstepstoaddanew device
• Analyzesystemreports(e.g.Traces)andproviderecommen-dations
• Interface with third party to assist in resolving network con-nectivityproblems(maybeviadial-inorvoice)
• Morecomplexordetailedques-tions than those covered by a foundation offering
• Provideinstructionsonhowtocollect necessary documenta-tion(fornon-IBMproblems)
• Reviewconfigurationandrec-ommend corrective actions
• Basic review, recommendations orconfigurationofparameters
• In-depth review, recommenda-tionsorconfigurationofparam-etersinacomplexenvironment
• Reviewperformancedatasentin for analysis. In-depth per-formance analysis/tuning.
• Upgradeplanning,capacityplanning or review of customer plan
• Diagnoseorreviewtheuserapplication code without a specificreportedIBMerror
• Diagnoseorreviewuserexitcodeorwriteit(excludingtheinterfaces within the scope of defectsupport)
• Writesamples(e.g.Applicationprogramming)
• Performorprovidestep-by-step• Assistance(e.g.Recovera
database, catalogue, data, or networkconfiguration)
• Guidethroughoranalyzerequirementforapplicationofsystemmaintenance(beyondshortdurationhow-to)(Cus-tomer documents or data may berequired)
CustomOfferings(perform)
• In addition to selected tasks premium offerings:
• Customized service plans• Purposebuilttoolsand
reports • ServiceLevelObjectives• ServiceLevelAgreements• Account advocacy with
structured problem man-agement reviews
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SUGTheAPARdoesnotdescribeaprogram-ming error but suggests a change to the code.
UR1UnabletoReproduce-Theproblemcouldnotbereproducedonthenextreleasetobeavailable.TheAPARwasopened for a release which was support-ed at the time the problem was received.
UR2UnabletoReproduce-Theproblemcouldnotbereproducedonthenextreleasetobeavailable.TheAPARwasopenedforareleasewhichwasNOTsupported at the time the problem was received.
UR3UnabletoReproduce-Theproblemcould not be reproduced on a cur-rentlysupportedrelease.TheAPARwasopened for a release which was support-ed at the time the problem was received.
UR4UnabletoReproduce-Theproblemcould not be reproduced on a cur-rentlysupportedrelease.TheAPARwasopenedforareleasewhichwasNOTsupported at the time the problem was received.
UR5UnabletoReproduce-Theproblemcould not be reproduced on the release on which the problem was originally occurred.
USEThe problem was caused by a user error.
The following are the official closing codes for APARs
CAN AnAPARshouldneverhavebeencreatedorthecustomerhasrequestedthattherecordbecancelled.AnAPARcan also be closed CAN when develop-ment determines that the problem is not with their code.
DOC The problem was caused by an error in the documentation.
DUx The problem reported is a duplicate, alreadyaddressedbyanexistingAPAR.IncludesDUA,DUB,DUU
FIN FixIfNext.Theproblemwillbefixedinthenextlevel(ifthereisanextrelease).
MCHThe problem was caused by a micro-code or hardware failure.
PERA programming error was found and will be corrected.
PRS A programming error was found but will not be corrected. The error will be a permanent restriction in the product.
RETTherecordwasreturnedtotheAPARsubmitter because more information was needed.
APPENDIX F: APAR Closing Codes and Acronyms
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CSD CorrectiveServiceDelivery.Meansby which some products deliver their service.
CUSTOMER CRITICAL PROBLEMMeans a problem for which you have no known work around resulting in a critical disruption in your business operations.
EMEA IBMGeographicunitconsistingofEu-rope,MiddleEast,andAfrica
END OF SERVICE DATEThe date when IBM will no longer support, update, patch or maintain a product.
ESO ExpandedServiceOptions.OS/390ser-vice deliverable used by many Customers for preventive service
ESP EarlySupportProgram.Aprogramwhere customers get a pre release level of a product in order to help IBM evaluate thefitnessoftheproductandthereadi-ness of IBM support
FIN Fixed-If-Next.AnAPARwhosefixwillbe deferred until a future release of the product(bymutualagreementbetweentheCustomerandIBM)
FIX PACK Acumulativecollectionofallfixesavail-able to registered customers since the last release of the product. It can include fixesthathavenotbeenpreviouslyreleased and can span multiple products
The following terms and acronyms are used frequently in the course of solving your problems.
APAR AuthorizedProgramAnalysisReport.A formal report to IBM development, of a problem caused by a suspected defect in a current unaltered release ofanIBMprogram.AnAPARmaybeused by development to document new function delivered in the maintenance stream
ALC Annual License Charge. A method of paying for some IBM software prod-ucts,usuallyasapartofaPLC/ALCagreement.
CALL A single telephone call from the Cus-tomerAuthorizedCallertotheSup-port Center. An incident may involve one or many telephone calls
CBPDO CustomBuiltProductDeliveryOption.OS/390deliverablewhichcanincludeproduct and service, but is used by many Customers as a vehicle for pre-ventive service
CCCCall Center Coordinator. CCC is a term within Lotus for people who will dispatch or triage all customer incidents
CONSOLEALotusSupportfunctionwhichroutesphonemessages,handlesexpiredSup-portID’sandanswerssupportentitle-mentquestions
orcomponents.Afixpackcanbeap-plied on top of any previously shipped maintenance to bring the system up tothecurrentfixpacklevel.
FSSFieldSupportServicesprovidedbyaLotusSupportFieldrepresentativewho engage in short term technical projects for customers
FSUFastServiceUpgrade.AprocessforupgradinganinstalledVSEreleaselevel with a newer one.
FTPFileTransferProtocol.MethodfortransferringfilestoorfromIBMandLotus and their Web sites
FULLSHIFTMeans 24 hours a day, seven days a week, including national holidays.
GTSGlobalTechnicalService.Organi-zation within IBM specializing in deliveringthehighestqualityservicesto our Customers.
HIPER Literally,“HighImpactPervasive”.AnAPARthatdescribesaseriousproblem and may be one that has awidespreadimpact.TheAPARshould be reviewed and if applicable, thePTFshouldbeinstalledassoonas possible.
Acronyms & other terms
48 November, 2014
MRMaintenanceRelease-Eachtimea new feature release for a Lotus product is introduced to the market, asubsequenttrailofregularlysched-uledbugfixreleasesaretypicallyprovided. At Lotus this is called a maintenance release. A maintenance release is denoted by the use of a third digit in the release number
MUMaintenanceUpdate.AnMUisaLotus term for a small release, with onlyafewfixes,orperhapsjustonefix.AnMUisrepresentedbyanad-ditionalletter.Forexample,theMUforR5.0.4wasR5.0.4a
OFF-SHIFTMeansallhoursoutsideofPrimeShift (pleaseseePrimeShiftdefinition)
OS/390Mainframe server platform built on theMVSfamilyofproducts
OTC OneTimeCharge.Pricingmethodol-ogy for most software products which are purchased by a single payment at thetimetheproductisacquired.
PDProblemDetermination.Theprocessof isolating the source of a suspected problem to hardware or software.
Pervasive DesignationofanAPARwhichhasthe potential to affect many Custom-ers
IBM International Business Machines. Undisputedlythelargestsoftwaredeveloper, anywhere in the world.
ICAIBM Customer Agreement. An agreement under which IBM software products are licensed. The ICA is signed by the Customer and by IBM.
INTERIM FIXAtestedandverifiedfixavailabletoregistered customers. It can contain fixesforoneormoreproductdefects(APARs).TheassociatedAPARsareclosed
IPLAInternationalProgramLicenseAgreement. An agreement under which IBM software products are licensed.TheIPLAisshippedwiththeproductanddoesnotrequiresignatures.
System iIntegratedSeriesfromIBM,basedontheAS400technology
Lotus Knowledge BaseAn interactive, web-based support tool allowing a Customer to search forspecificsupportinformation
MLC MonthlyLicenseCharge.Pricingmethodology for some software products, primarily mainframe, which uses monthly payments
PLC PrimaryLicenseCharge.Amethodof paying for some IBM software products,usuallyasapartofaPLC/ALC agreement.
PMP PreventiveManagementPlanning.
PMR ProblemManagementRecord.Arecord of the activities performed during the course of resolving a cus-tomer reported problem. Customers with access to IBMLink can view theirPMRs.
PRIME SHIFTMeans standard IBM business hours in the local time zone where you receivetheService(forexample,8 a.m. To 5 p.m. Monday through Friday),excludingnationalholidays.
System pPerformanceSeriesfromIBM,basedontheRS6000technology
PSI ProblemSourceIdentification.Theprocess of isolating the source of a suspected software problem to the failing software product or compo-nent.
PSLCParallelSysplexLicenseCharge.A special software pricing meth-odology for mainframe Customers receivingthebenefitsoftheparallelSysplextechnology.
Acronyms & other terms
49 November, 2014
PSP PreventiveServicePlanning.Afacilitythat contains information concerning a product’sinstallationorservice.APSPentry consists of upgrades and subsets.
PSPPersonalSoftwareProducts.ThesoftwareplatformincludingtheOS/2family of products
PTF ProgrammingTemporaryFix.Afixtoa reported defect that can consist of documentationand/orcode.APTFis temporary only in the sense that it disappearswiththenextreleaseoftheproduct, when the patch is integrated into the base product code
REFRESH PACKA cumulative collection of all of the functionandfixesthatareavailableto registered customers since the last release of the product. The function andfixesmaynothavebeenprevi-ously released, and can span multiple products or components. A refresh pack can be applied on top of any previously-shipped maintenance to bring the system up to the current refresh pack level.
RETAINRemoteTechnicalAssistanceInfor-mation Network. IBM’s problem and defect management tool
RLC RecurringLicenseCharge.Amethodof paying for some IBM software products.
RMP RecommendedMaintenancePackage.
ServicedeliverableforRS/6000whichallows the preventive installation of a setofIBMrecommendedfixesbetweenmaintenance levels
RSU RecommendedServiceUpgrade.ServicedeliverableforOS/390andVMwhichallows the preventive installation of a set ofIBMrecommendedfixes
SIDSupportID.AuniquenumberthatidentifiesaDesignatedCallerorsetofcallers.ThisIDisusedbytheLotustelephone system to automatically verify entitlement.
SMP/ESystemsMaintenanceProgramExtend-ed.Programtomanagefunctionandmaintenanceinaz/OSsystem.WiththenewInternetDeliveryService,itwilleven download the latest maintenance foryourz/OSplatformproductsontheschedule you determine.
SPECIAL ATTENTION SpecialAttentionAPARs,whilenotascriticalasHIPERAPARs,dorequirespecial Customer consideration as they can represent pervasive problems, cross-system(sysplex)problems,newfunction,installability or serviceability improve-ments,orother,keyproductspecificconsiderations.
SPOC SinglePointofContact
SPRSoftwareProblemReport.Arecordinthe Lotus software problem reporting system that is used to track an identi-fiedsoftwareproblem—similartoIBM’sAPAR,howeveranSPRmayalsobeused within the incident tracking data-base to classify an incident’s status.
SSA SystemSupportAgreement.Anexpandedmaintenanceagreementwhich includes some level of enhanced software support services, normally replacedwithServiceSuite
STATUS The most recent assessment of an incident’s/PMR’scurrentplaceintheresolution process
SUFServiceUpgradeFacility.AnOS/390,VM,andVSEtoolannouncedin1997whichusestheInternettohelpautomate preventive and corrective service application. It was replaced by theSMP/EInternetServiceRetrievalfunction in 2006
SVP SuggestedVolumePrice.AletterbetweenCandHwhichgivestheCus-tomer’sdiscountlevelinthePassportAdvantage program
UR1 Unabletobereproducedonthenextproductrelease.Like“FIN”,thisAPARclosingcodeisalsousedforanAPARwhosefixwillbedeferreduntilafu-turereleaseoftheproduct(bymutualagreement between the Customer and IBM)
TEST FIXAtemporaryoruncertifiedfixwithlimited IBM testing that is provided to one or more customers for testing purposes. It is not available to all registered customers. The associated APARisnotclosed.
Acronyms & other terms
50 November, 2014
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