First Stop: IBM-SERV

1. QuickGuide to IBM Technical Support for the IBM Infosphere Balanced Warehouse for Linux This information is valid in the U.S. and Canada Technical Support at IBM First Stop: IBM-SERV If you need help with your IBM Infosphere Balanced Warehouse for Linux solution, call 1-800-IBM-SERV (426-7378), and select the Software path(as outlined in the flowchart on the next page). Your call will connect you with an IBM Remote Technical Support Representative who will help you diagnose your problem, and, if not resolved, will help you create a plan to resolve it. This procedure describes support for the Infosphere Balanced Warehouse for Linux: For a listing of current product components included in an Infosphere Balanced Warehouse for Linux solution, reference: http://www-1.ibm.com/support/docview.wss?uid=swg21192752. Support for all other products will follow their normal support processes; call 1- 800-IBM SERV (426-7378) and follow the telephone system prompts Balanced Warehouse for Linux (E6000) 64 bit SuSE Linux Enterprise Server 9 or 64bit Red Hat Enterprise Linux 4, Update 4 IBM Cluster System Management Cluster e1350 (M/T 1410) System x3455 DS4800 storage DB2 Data Warehouse Edition (DB2 DWE) DB2 Universal Database (DB2 UDB) Balanced Warehouse for Linux (D5000) 64 bit SuSE Linux Enterprise Server 10 IBM Cluster System Management Cluster e1350 (M/T 1410) System x3650 Megaraid 8480/EXP3000 storage DB2 Data Warehouse Edition (DB2 DWE) DB2 Universal Database (DB2 UDB) Balanced Warehouse for Linux (D5100) 64 bit SuSE Linux Enterprise Server 10 IBM Custer System Management Cluster e1350 (M/T 1410) System x3655 DS3400 storage DB2 Data Warehouse Edition (DB2 DWE)

2. Engage Hardware Engineering Engage software product support QuickGuide to IBM Technical Support for the IBM Infosphere Balanced Warehouse for Linux This information is valid in the U.S. and Canada Problem Resolution Problem Resolution Call Flow Problem Severity Codes • Call IBM Support at 1-800-IBM-SERV (426-7378) • For all problems with this solution, select the phone options that take you to the Softwareselection. • Provide the representative with the following information: • Operating System (i.e. “Linux”) • IBM Customer Number (your Passport Advantage (PPA) number associated with the BW / BCU solution) • Product - “Balanced Warehouse for Linux” (was “BCU”) • 5724U5400 - Balanced Warehouse E-Class Linux (E6000) • or 5724U5500 - Balanced Warehouse D-Class Linux (D5000, D5100) • Current Version 2.1 • Entitled through Passport Advantage • Your IBM support representative will open a case. • Record your Case Number. Severity levels are determined during a mutual discussion by the client and support analyst, based on the business impact of the issue. If a client designated a problem as a Severity 1, IBM will work on it 7 days a week, 24 hours a day, providing the client is also available to work during those hours. Severity 1 Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. Customer and the IBM support representative will work together to analyze the symptoms and develop a plan for resolution. Severity 2 Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application rollout. The IBM support representative may ask you for various logs or other diagnostic data from your server. Send to appropriate support team. IBM’s support technicians will work with you to identify the correct action needed to fix your problem. Severity 3 Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable. Problem Solved? Progress being made? Case closed. Yes Yes No Severity 4 Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. No No NOTE: If you need escalation, call 1-800-IBM-SERV (with your case number and a case history) and ask for the Duty Manager.