1 / 18

IBM Data Management Support for Customers:

IBM Data Management Support for Customers:. A Primer. Janet Jandrositz 301-803-2813 janetj@us.ibm.com. IBM Data Management Home Page - http://www.software.ibm.com/data. IBM Informix Support. Support Center Number 1-800-274-8184 Several different types of Support Assurance OpenLine

gasha
Télécharger la présentation

IBM Data Management Support for Customers:

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. IBM Data Management Support for Customers: A Primer Janet Jandrositz 301-803-2813 janetj@us.ibm.com IBM Data Management Home Page - http://www.software.ibm.com/data

  2. IBM Informix Support • Support Center Number • 1-800-274-8184 • Several different types of Support • Assurance • OpenLine • Regency • Enterprise • Time & Materials (Per Call) • Will accept calls that • report defects • request assistance with problem diagnosis and determination • request usage assistance, within limits • Will not accept calls • without valid contract number or serial number

  3. United States Support Structure (Informix) 1-800-274-8184 Option 9 = System Down Option 3 = Customer Service Option 7 = Regency & Enterprise Option 4 = Sales & Support Numbers Option 1 = Existing Case Option 2 = New Case Option 1 = Servers Option 2 = Tools Option 3 = Connectivity • Information needed to open a PMR: • Serial Number • Customer name and phone number • Brief description of the software problem & business impact

  4. IBM Informix Support • Assurance • Updates (maintenance releases) • Upgrades (preferential pricing for major releases) • TechInfo Center • OpenLine • Direct-to-engineer, hot line support • Premier Support • Regency • Tier 1 (up to 6 accounts) • Tier 2 (up to 4 accounts) • Tier 3 (1 account - mission critical) • Standard Regency Services • Regency Status Reports • On-going, In-depth Account Analysis • Maintenance and Support Planning • Case Management • Support Advocacy • Enterprise • Onsite Support • 24 X 7

  5. Priority (Severity) • Priority 1 • Critical business impact, this indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution • requires customer contact if off-shift • Priority 2 • Significant business impact, this indicates the program is usable but is severely limited • Priority 3 • Some business impact which results in the program being usable but, with some features (not critical to operations) unavailable • Priority 4 • Minimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.

  6. Informix Support Escalation • Request someone else • Request a manager • Elevate problem priority to "1" • be judicious • "boy who cried wolf" syndrome • be prepared to work past prime shift • Contact local sales team • Contact local sales team and request "critical situation"

  7. Useful Informix Web Sites • http://www-4.ibm.com/software/data/informix/support/ • support offerings • http://www.informix.com/techinfo/ • TechInfo Center is a benefit available to Informix Certified Professionals, Assurance, OpenLine, Regency and Enterprise customers only • http://www-4.ibm.com/software/data/informix/ • Informix product family • http://www.iiug.org/new/ • International Informix User's Group • Meetings • Forums • http://www-4.ibm.com/software/data/informix/pubs/ • Informix library • Books • Brochures • White Papers

  8. Informix User Groups • International Informix User's Group (IIUG) • http://www.iiug.org/ver1/index.html • Washington, DC Area Informix User Group (WAIUG) • Contact: Lester Knusten 703.256.0267 x102 lester@advancedatatools.com • Joe Kennedy 301-803-1974 joekenn@us.ibm.com • Norfolk Informix User Group • Contact: Warren Heising 301-803-2293 heising@us.ibm.com • Joe Kennedy 301-803-1974 joekenn@us.ibm.com Informix Internet Newsgroups • comp.databases.informix • via newsgroup server • via HTML-interface like www.google.com or www.deja.com

  9. New Informix Product Requirements/Requests for Enhancement • Attend DB2 Technical Conference (IDS included) • Ask your sales team to submit a FEATURE REQUEST

  10. IBM Support - Supportline • Support Center Number • 1-800-237-5511 • Supportline • Normal (Per Call, Monthly, Annual) • Premium Response • Limit to # of contacts on contract • can be extended for additional fee • Will accept calls that • report defects • request assistance with problem diagnosis and determination • request usage assistance, within limits • Will not accept calls • where it is evident that a consulting resource is required • consultling or onsite consultant • that are related to performance and/or tuning

  11. United States Support Structure 1-800-237-5511 Option 1 = OS/2, Windows Option 4 = OS/390, MVS Option 8 = Lotus & Tivoli Option 3 = AIX & UNIX Option 7 = SW Servers Option 2 = AS/400 Option 5 = Networking Option 6 = Retail Systems IBM Level 2 / change teams product groups Lotus Support Tivoli Support Level 3 / development labs • Information needed to open a PMR: • 7-digit IBM Customer Number • Customer name and phone number • Name of product needing support, including platforms • Brief description of the software problem & business impact

  12. IBM Support - Passport Advantage • Same support center number • Included with software maintenance for all distributed software • Open authorized caller list • open to anyone within customer's I/T organization • managed by customer's Site Technical Contact (STC) • Includes • assistance with problem diagnosis and determination during normal business hours • defect support • usage assistance, within limits ("routine", "short duration") • support for mission critical emergencies (sev 1) during off-shift hours • voice and electronic (where available) access via the Web • Response objective is two hours during prime shift • Toronto objective for initial callback is 1 hour during prime shift • Response objective for critical/emergency problems during off-shift hours is two hours. • Will not accept calls • where it is evident that a consulting resource is required • that are related to performance and/or tuning

  13. E-Care • New capability for electronic submission and problem management • URL is http://www.ibm.com/software/data/support/ • Registration required • Can submit sev. 2, 3, or 4 PMRs • Can manage any PMR

  14. IBM Support • You will first be connected to an entitlement coordinator • He/she will take an initial description of the problem and place your PMR in a queue • Ensure that you provide a full product description, including edition, version/release, os platform, fixpack levels • e.g. "DB2 UDB Enterprise Edition V7.1 for AIX with fp 2" • A specialist will call you back

  15. Severity • Severity 1 • Critical business impact, this indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution • requires customer contact if off-shift • Severity 2 • Significant business impact, this indicates the program is usable but is severely limited • Severity 3 • Some business impact which results in the program being usable but, with some features (not critical to operations) unavailable • Severity 4 • Minimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.

  16. Useful Web Sites • http://www.ibm.com/software/data/db2/udb/winos2unix/support • DB2 & DB2 Connect Support Site • product publications, fixpacks, apar search, flashes, technotes • http://www.ibm.com/software/data/developer • DB2 Developer Domain • http://www.software.ibm.com/data • IBM's main Data Management Web Page • http://www.redbooks.ibm.com • access IBM redbooks online and via PDF • http://www.idug.org • International DB2 User's Group • Meetings • Forums • http://www.software.ibm.com/support/ • IBM software support homepage • http://www.software.ibm.com/data/db2/library • DB2 Library Main Page • http://www.db2mag.com • db2 magazine

  17. User Groups • International DB2 User's Group (IDUG) • http://www. idug.org • New England DB2 User's Group • Contact: Charlie Perkins, 617/563-2208, charlie.perkins@fmr.com, Web Site http://members.aol.com/nedb2ug/ • Delaware Valley DB2 User's Group • Contact: Rachel Murawski, 717/821-1222, rachel.murawski@bcnepa.com, Web Site http://www.dvdug.org • Tridex of NY/NJ • Contact: Nate Murphy, 609/234-2353, 105174.1470@compuserve.com

  18. New Product Requirements/Requests for Enhancement • Attend DB2 Technical Conference, GUIDE, SHARE • Attend periodic briefings at the development labs • Ask your sales team to submit a REQUEST (now called a FITS)

More Related