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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

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IBM Data Management Support for Customers:

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  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)

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