AP South Tivoli Support

1. AP South Tivoli Support Maria Cordero AP South Tivoli Software Support Manager

2. Next Tivoli support Level Service Call Flow Dispatch Solve remotely or Electronic web Access Tivoli FE Remote Technical Support Client Customer Service Centre Voice Client

3. Tivoli – AP SOUTH SUPPORT TEAM Tivoli/Lotus Support Manager(A/NZ, ASEAN, and KOREA) – Maria Cordero Sydney (New South Wales) Tivoli RTS Manager Maria Cordero TSM Maria Coronel ♦ Omar Cubillo Julie Trusiak Annick Paul Richard Wilcox BSM/ProvOpt Thinh Nguyen Andy Simpson Lan Pham Veronica Boccanfuso Security Wesley Lu ♦ Sam Yiu Sarita Lall Monitoring Aezil Gomez Australia Perth (Western Australia) TSM Digby Fong Monitoring ♦ Cheng Toh BSM/Prov Opt ♦ Chris Chan Melbourne (Victoria) BSM/ProvOpt Melville Shanmugaratnam Monitoring Hubert Lye/Ishtiaq Rashad ♦ Segment Leader ♦Team Leader

4. What is standard IBM Support and what does it cover? People often ask, "What is IBM Support? What do I pay Maintenance for?, How do I contact Support?". What is Standard IBM Software Support? • Upon purchasing IBM Tivoli Software, included with the Software in your first year is an enhanced level of Support called IBM Software Maintenance. Software Maintenance is designed to supplement your team's technical skills by providing remote telephone and/or electronic support. This offering is available until the 'end of service' date for a product. After the first year a Maintenance Contract will need to be purchased for ongoing support. What does it Cover? • With Software Maintenance and Support you receive the following: • Telephone (voice) and/or electronic access via the Web (where available) • Remote problem analysis and assistance during normal country business hours, with 24x7 for Severity 1 Problems, • Assistance with identifying the failing product/component • Assistance with remote problem determination and resolution • Provided in local language for most major countries • Telephone (voice) access support for code-related problems • Support for routine, short duration installation and usage questions • Ability to access new IBM Software versions and releases as they become generally available as long as Software Maintenance is maintained/purchased

5. Determining Severity • Severity 1Critical business impact, or system down. This condition requires an immediate solution. • Severity 2 Significant business impact, this indicates the program is usable but is severely limited. • Severity 3 Some business impact, this indicates the program is usable with less significant features. • Severity 4 Minimal business impact . Response Times • Our target response times for all service requests are 2 hours during business hours and 2 hours for severity 1 support outside business hours. • Business hours are 08:30am to 5pm, Monday to Friday, local time, excluding public holidays. • For severity 1 assistance outside business hours, ensure that you phone to place a recall with us and quote your service call reference number. Request that our support teams are paged to respond to you.

6. Service Requests (SR) • Submit and manage Problem Management Records (PMRs) on demand: 24 hours a day, seven days a week, 365 days a year. • Describe your software problem and environment in your own words. • Monitor and update all open PMRs relative to a given IBM customer number regardless of whether the PMRs were opened by phone or by the ESR tool. • Receive notification via email when an update has been made to your PMR. • View closed PMRs. • Create custom reports in spreadsheet format. • Manage your SR Authorized Caller/User lists (only available to Primary Site Technical Contacts (PSTCs) and Secondary Site Technical Contacts (SSTCs). • Update your SR profile, including your name, email, phone numbers, time zone, e-mail notification preferences, and the language for the e-mail notification. • Attach files to your PMR. • Link: http://www-306.ibm.com/software/support/portal • SR Site Tour: http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.srtool/srtool/1.0/Overview/UsingSR/usingsr_viewlet_swf.html?noframes=true

7. IBM Standard Support does not include the followingPerformance analysis • Writing, troubleshooting or customizing code • Extensive configuration questions • Recovering a database, or data recovery • Consulting • Onsite support. • Enhancement Request Creation and/or Management, What if I am not Satisfied with the Level of Support I am receiving? • There are a number of avenues you can pursue to ensure that your issues is adequately resolved, • First, call the National Call Centre in your country and ask that they place a 'recall' on your PMR, advising that you would like an update on the progress of the Problem. Please advise of the impact that this is having on your Business/Project. • If this does not yield the desired outcome, please place a second recall and ask to Speak to the Duty/Support Manager. • If the above two actions do not assist in the problem resolution you may need to speak to your account manager to contact the Tivoli CSPO Team for assistance. • NOTE: After logging your problem, if it is a Severity 1 or you require attention of a Duty Manager please call IBM National Call Centre in your local country and have your PMR Number ready

8. Questions