®

IBM Software Group

© 2005 IBM Corporation

Supporting Our Software Customers

IBM Software Group

Topic Agenda

What is Customer Software Support?

Key Points To Remember

Support Offerings Overview

How Long Is IBM Software Supported?

How Do I Engage Support?

What is Customer Software Support?

Key Points To Remember

Support Offerings Overview

How Long Is IBM Software Supported?

How Do I Engage Support?

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What is Customer Software Support?What is Customer Software Support?

Web-based and voice access options

Global network of support centers with expertise across our broad portfolio

Local language support in major countries

Fixes to known problems

Ability to help customers find solutions to problems with IBM software in their unique environment

Information and processes designed to help you successfully use the IBM software that you have acquired.

Information and processes designed to help you successfully use the IBM software that you have acquired.

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Key Points to Remember

IBM strives for high quality software, but because of complexity, it is not totally defect free.

Problems need to be reported.

The most cost-effective software support offering is remote support, but higher level service is available at additional cost.

Problem determination and resolution is a joint effort, combining IBM expertise and your expertise as our customer.

IBM has common names for three types of support questions:“Defects”, “How To” and “New Features”

IBM strives for high quality software, but because of complexity, it is not totally defect free.

Problems need to be reported.

The most cost-effective software support offering is remote support, but higher level service is available at additional cost.

Problem determination and resolution is a joint effort, combining IBM expertise and your expertise as our customer.

IBM has common names for three types of support questions:“Defects”, “How To” and “New Features”

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Support Offerings Overview

Premium SupportExtra, customized support services designed specifically for a customer

Premium SupportExtra, customized support services designed specifically for a customer

Enhanced SupportRemote voice and electronic support.(Passport Advantage Software Maintenance)

Enhanced SupportRemote voice and electronic support.(Passport Advantage Software Maintenance)

Program / Warranty Services and Self HelpDownload fixes, search for answers via ibm.com/software/support plus telephone defect support for zSeries

Program / Warranty Services and Self HelpDownload fixes, search for answers via ibm.com/software/support plus telephone defect support for zSeries

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Program / Warranty Services & Self Help

Basic self-help capabilities at http://www.ibm.com/software/support Search for known defects (APARs), corrections, and download software

fixes (PTF's) Information on how to purchase enhanced & premium support Links to useful technical information (whitepapers, Redbooks, etc.) For Distributed (IPLA) Software and One Time Charge:

No voice support access, including defect & "how-to“ No electronic support to report new problems including defect and “how to” No performance tuning assistance

For Mainframe (zSeries) Software (MLC): Voice support - defect only Severity 1 issues, 24 x 7 available No usage or "how-to" assistance. No performance tuning assistance.

Not Recommended for Mission Critical Applications

Basic self-help capabilities at http://www.ibm.com/software/support Search for known defects (APARs), corrections, and download software

fixes (PTF's) Information on how to purchase enhanced & premium support Links to useful technical information (whitepapers, Redbooks, etc.) For Distributed (IPLA) Software and One Time Charge:

No voice support access, including defect & "how-to“ No electronic support to report new problems including defect and “how to” No performance tuning assistance

For Mainframe (zSeries) Software (MLC): Voice support - defect only Severity 1 issues, 24 x 7 available No usage or "how-to" assistance. No performance tuning assistance.

Not Recommended for Mission Critical Applications

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Enhanced Support Voice and electronic access to report defect

and “how to” questions 2 hour response goal 24/7 coverage for Severity 1 problems Normal business hour coverage for Sev 2 – 4 Problems View and manage problem status on the Internet No limits on number of IT Professionals who can call Worldwide infrastructure: support in native languages & time zones Does NOT include:

On-site support Network design Support for products past their End of Support (EOS) date Analysis of customer’s program code (i.e.: exits, applications) Data/database design & recovery Diagnosis & analysis of non-IBM products Application or product integration help Performance and tuning

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Severity Levels

Business ImpactzSeries (S/390) Response Goal

Other Platforms Response Goal

1Critical business impact – this condition requires an

immediate solutionWithin 2 hours Within 2 hours

2Significant business impact – program is usable but severely

limited

Within 4 business hours

Within 2 business hours

3Some business impact – program is usable but less

significant features impacted

By the end of the next business day

Within 2 business hours

4Minimal business impact –

problem causes little impact or a reasonable workaround is in

place

By the end of the next business day

Within 2 business hours

Business hours are from 8:00 AM to 5:00 PM local time. No Severity 4 for Lotus software – incorporated in Severity 3.Severity 1 Issues will be worked 7 days a week / 24 hours a day jointly with customers

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Common Enhanced Support Activities

Self help plus access to registered website for enhanced online support

Remote problem determination and resolution during normal country business hoursAccess to support via Voice and/or ElectronicOngoing customer communications on problem submissionsAssistance with understanding documentationAssistance with gathering & analysis of traces and dumps Installation/usage & base product configuration assistance

e.g., product compatibility and interoperability Provide available configuration samples

Technical database searches Proactive notification of important information through My Support

Self help plus access to registered website for enhanced online support

Remote problem determination and resolution during normal country business hoursAccess to support via Voice and/or ElectronicOngoing customer communications on problem submissionsAssistance with understanding documentationAssistance with gathering & analysis of traces and dumps Installation/usage & base product configuration assistance

e.g., product compatibility and interoperability Provide available configuration samples

Technical database searches Proactive notification of important information through My Support

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What is “My Support”?

A subscription service you sign up for Customized to you

Products you are interested in Information you want to have at your fingertips

Weekly e-mail notification optionsFlashes

Important information Problems and how to avoid them New information available and where to find it Best Practices

Links to the latest software downloads for interim fixes or fix packsView events (WebSphere, Data Management, Lotus)

A subscription service you sign up for Customized to you

Products you are interested in Information you want to have at your fingertips

Weekly e-mail notification optionsFlashes

Important information Problems and how to avoid them New information available and where to find it Best Practices

Links to the latest software downloads for interim fixes or fix packsView events (WebSphere, Data Management, Lotus)

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Passport Advantage Software Maintenance

The method to obtain “Enhanced Support” on distributed software products

Includes upgrades (subscription) during life of agreement Notification by e-mail of new releases ready for download or when media pack available

for purchase Electronic Access must be Authorized through PA Primary Contact

Must designate a Site Technical Contact (STC) Customer-assigned individual - usually a technical manager STC coordinates the information provided to callers (IBM Customer Number and

products covered) Manages authorized caller list for electronic support access

Callers can be both internal to your company or BP you authorize Multiple Site Technical Coordinators can be assigned, if needed Help for STCs is available in the “Help” section of http://ibm.com/software/support

The method to obtain “Enhanced Support” on distributed software products

Includes upgrades (subscription) during life of agreement Notification by e-mail of new releases ready for download or when media pack available

for purchase Electronic Access must be Authorized through PA Primary Contact

Must designate a Site Technical Contact (STC) Customer-assigned individual - usually a technical manager STC coordinates the information provided to callers (IBM Customer Number and

products covered) Manages authorized caller list for electronic support access

Callers can be both internal to your company or BP you authorize Multiple Site Technical Coordinators can be assigned, if needed Help for STCs is available in the “Help” section of http://ibm.com/software/support

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Sent only to the Site Technical Contact (STC) for Passport Advantage customers (mail and email)

Critical document to be read carefully – includes detailed information on: Who is named as the Site Technical Contact The responsibilities of the Site Technical Contact IBM Customer Number to use when accessing support Lists some of the features of Support

(i.e., 24 x 7 support for Severity 1 calls) Passport Advantage Contract Number The country-specific IBM Technical Support Center phone number Technical Support Website http://ibm.com/software/support Electronic Registration Instructions Passport Advantage Support Administration "Mailbox“

Support_Administration@Lotus.com Separate letter goes to Primary Contact

Download authorization is different from Problem entry authorization

Passport Advantage Welcome Letter

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IBM Software Premium Support

Builds an intimate knowledge of customer's environment with IBM Consistent, ongoing relationship Works as extended member of customer IT team Looks for ways to represent customer support needs within IBM

Focused on proactive and preventative services Customer knowledgeable resources focus on preventing problems from

occurring Executive reporting to help with ongoing activity and future planning

Onsite services available for technical issues Develops IBM and customer skills

Deepens IBM knowledge of real customer use of IBM products Knowledge sharing available for customer needs

Premium support service offerings targeted at customers who want a proactive partnership level of support services to complement enhanced support (SW Maintenance).

Premium support service offerings targeted at customers who want a proactive partnership level of support services to complement enhanced support (SW Maintenance).

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How Long Is IBM IPLA Software Supported?

IBM Lifecycle PolicyHow Long Is IBM IPLA Software Supported?

IBM Lifecycle Policy

A minimum 3 year support period for all products (version / release level) from general availability

A minimum 12 months notice to customers of a product being withdrawn from support via announcement letter.

April and September are the only two months of the year for products to be withdrawn from support

All components in a product or solution bundle are supported until the bundle is withdrawn from support

Product lifecycle information is available at http://www.ibm.com/software/info/supportlifecycle/

Goal: To give customers a reasonable amount of time to purchase, install, productively use and migrate to the next product release.

Goal: To give customers a reasonable amount of time to purchase, install, productively use and migrate to the next product release.

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What Happens After theEnd of Support Date?

Incremental, fee-based support extensions are available when the customer cannot migrate to a supported release before End of Support or is “unsupported”

Available for a minimum of 2 years after End of SupportProcessed through a special bid contract at an

additional feeSW Maintenance (Enhanced Support) is a

prerequisite Migration plan may be needed

Incremental, fee-based support extensions are available when the customer cannot migrate to a supported release before End of Support or is “unsupported”

Available for a minimum of 2 years after End of SupportProcessed through a special bid contract at an

additional feeSW Maintenance (Enhanced Support) is a

prerequisite Migration plan may be needed

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Supporting Legacy Software

From time-to-time, IBM acquires other companies that produce software, and customers of those companies may find that IBM now provides their support

When the company is acquired, IBM will communicate any changes to the support contracts, if any

Legacy maintenance agreements will be honored

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Obtaining Support: Enhanced Support Option

Customer needs

technical support

Customer needs

technical support

Customer logs into support

website

or

Calls countrysupport number

Customer logs into support

website

or

Calls countrysupport number

Customer reportsproblem on

support website

or

Calls routed toIBM CustomerSupport Center

Customer reportsproblem on

support website

or

Calls routed toIBM CustomerSupport Center

ProblemManagementRecord (PMR) created, and

customer requests

appropriate severity level

ProblemManagementRecord (PMR) created, and

customer requests

appropriate severity level

PMR routedto appropriatesupport teamwho owns theresolution ofthe problem

Search existing databases

Recreate problem

Problem determination & problem source

identification (PD/PSI)

PMR routedto appropriatesupport teamwho owns theresolution ofthe problem

Search existing databases

Recreate problem

Problem determination & problem source

identification (PD/PSI)

If a new fix is needed, IBM developmentis engaged as

required

If a new fix is needed, IBM developmentis engaged as

required

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Checklist Before Contacting Support

Define the problem – be specific

Gather background information – provide all relevant information

What level of software was / is running?

What operating system version? Have patches been installed?

Has this happened before? Is it repeatable?

What, if anything, recently changed in the environment?

Gather diagnostic information – dumps, traces, etc.

Determine business impact & assign severity

Define the problem – be specific

Gather background information – provide all relevant information

What level of software was / is running?

What operating system version? Have patches been installed?

Has this happened before? Is it repeatable?

What, if anything, recently changed in the environment?

Gather diagnostic information – dumps, traces, etc.

Determine business impact & assign severity

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What If I Am Not Satisfied With Support?

Raise the Severity Level of the problem

Ask for a “Duty Manager”

Escalate the issue through your Software Sales Representative

Ask him or her to consider opening a Complaint or nominate as a Critical Situation or (“Crit Sit”), if warranted

Raise the Severity Level of the problem

Ask for a “Duty Manager”

Escalate the issue through your Software Sales Representative

Ask him or her to consider opening a Complaint or nominate as a Critical Situation or (“Crit Sit”), if warranted

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Download the IBM Software Support Handbook

Provides detailed information about all IBM software support

Severity level examples

Support delivery processes

What to do prior to calling

How to invoke software support

How to escalate a problem record

How to purchase software maintenance

STC's role and process to setup authorized online users

Worldwide list of support center phone numbers

http://techsupport.services.ibm.com/guides/handbook.html http://techsupport.services.ibm.com/guides/handbook.html

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Passport Advantage Online – Main Page

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Entitled Upgrades

Customer Name

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Reporting: downloads and media

0000000000 - Customer Name

0000000000 - Customer Name

email@customer.com

0000000000 - Customer Name

email2@customer.com

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Manage Access

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Manage Access Continued

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Grant Access

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Select Function

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Customer does not have active maintenance for the productCustomer's site maintenance profile in SAP was not updatedPart number not coded correctlyImage not released yet to the publicImage not available for download

Troubleshooting software downloads

Reason why downloads are not on web site

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Electronic Service Request

New Look and Feel

IBM Software GroupSoftware Support Homepage

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Submit & Track Problems

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New look and feel: Home page

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Caller self nomination – Site Technical Contact administration

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Reporting

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Call Escalation

Duty Manager At any point in the service process if your expectation are

not being met by IBM, Lotus, or Tivoli Software Support, you can call attention to this problem by asking for a Duty Manager. The duty manager will work with the technical staff to ensure your expectations are met and that your request is being handled appropriately.

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Differences between PA customer site and the support web site

PA Online Customer SiteThe URL for Passport Advantage Online is www.ibm.com/software/passportadvantage.

From the IBM Passport Advantage page choose Customer Site from the right hand navigator

Functionality of PA Customer SiteView Customer Purchase HistoryView Proof of Entitlement CertificatesSubmit Contact UpdatesAccess to Electronic downloads for Software with active MaintenanceReview Maintenance Renewals On-linePurchase Licenses direct with IBMe-NotificationsAbility to Manage access to site - Primary Contact can add up to 4 Secondary Contacts who can also manage

access and add unlimited number of Users One registration to access either site

eCare Assistance: If your customers have any questions regarding this tool, they may contact the IBM Passport Advantage eCustomer Care Team in their region:Please see listing of extended eCustomer Care Support in link below:

https://query.lotus.com/passport/pac/docs/en_US/ecare.html

Electronic Service Request (ESR ) toolThe URL for the ESR Tool is

www.ibm.com/software/support. This tool can be used by selecting Submit & Track Problems from the software support Web Site and then selecting (ESR).

Functionality of ESR Tool

Submit Problem Management Record (PMR) electronicallyManage PMRs more easily with additional sorting optionsAn e-mail notification is sent to the customer when a PMR is created. The e-mail contains the PMR number and a short description, for easy identification on the Web. Ability to Manage Named Caller ListAbility to add up to 9 Secondary Site Technical Contacts to assist with adding additional named callers

One registration to access either siteESR Assistance: If your customers are experiencing registration issues with this tool : Please see listing of extended eCustomer Care Support in link below:

http://www-306.ibm.com/software/support/help-contactus.html

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How to contact eCareAmericas eCare Team

ƒ www.ibm.com/software/howtobuy/passportadvantage/paocustomer/

docs/en_US/ecare.html

ƒ We can be reached via :ƒ Phone - 800-978-2246ƒ Email: paonline@us.ibm.comƒ Sametime chat - from the eOrdering page &

Maintenance renewal worksheetƒ Web comments form - On the website's home page

ƒ Our office hours are 24 hours per day by 7 days per week.

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Helpful url’s

DeveloperWorks - http://www-136.ibm.com/developerworks/

IBM Products A-Z - http://www.ibm.com/products/az/

ISource - http://www.ibm.com/isource

Redbooks - http://www.redbooks.ibm.com

Training and Conferences - http://www-306.ibm.com/services/learning/ites.wss/tp/en?pageType=page&contentID=a0001744

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