Transcription
IExploring the “wonder” in IBM’s Software SupportIBM Software Support HandbookVersion 4.0.1
What’s New . . .Major Rewrite of the IBM Software Support HandbookThis represents a major revision ofthe IBM Software Support Handbook. We have revised the sectionon the IBM support portfolio to tryto make it easier to read and understand. In addition, we documentedIBM’s new support lifecycle policy,and clarified the fact that we protectthe data you send to us to help resolve problems you discover.I would appreciate your feed backon what you like and what you thinkshould be improved about thisdocument. e-mail me at mcknight@us.ibm.com2July, 2008
ContentsWhat’s New.Overview of IBM Support.IBM Commitment .Software Support Organization.Software Support Portfolio.IBM Software Support.Support Foundation .Passport Advantage & IBM Software Maintenance .System z (S/390).Support Line and SoftwareXcel.IBM Selected Support Offering.Premium Support.Enhanced Technical Support.Software Premium Support (middleware).Advanced Support for System i & System p .Custom Requirements.Client Self Assist Tools .Contacting Software Support.Getting IBM Software Support .Electronic Access .Voice Access.Response Objectives.How your call is handled by IBM Software Support .How a Code Defect is Handled by Support. .How Technical Questions (How-to/Install)are handled by Support.Your Responsibilities.Escalation Procedures.Reopening A PMR/Incident/Support Case.Submitting Software Requirements .Preventing Problems.Practices.Lifecycle and Support Extensions .Running on Unsupported Operating Systems .Third party and open source software.Additional Detail on Services.How To.Appendix A: Problem Identification Worksheet.Appendix B: Passport Advantage Site Technical Contact.Appendix C: Contact Information .Appendix D: Acquisitions (Ascental, Consul, Datapower, Filenet, Micromuse, U2 etc. ).Appendix E: Canadian Technical Support Offering.Appendix F: Acronyms & other 18202020212224262729525960Disclaimer: IBM reserves the right to make changes to the Software Support Guide and the policies within it at any time toimprove or enhance the support provided to our customers. All changes will be posted to our Web version of this guide ook.html and will be included in future printed editions of this guide.QUESTIONS: If you have any questions concerning this guide or the policies and procedures included within, pleasecontact the author Roger McKnight at email: mcknight@us.ibm.comCopyright 2008 Roger McKnight and his licensors. All rights reserved.July, 20083
Overview of Supportyou to concentrate on your core business issues, it is crucial that we provideworld class information technologyservices that complement our information system solutions.Welcome To IBM SoftwareSupportThe purpose of this document is toprovide guidelines and referencematerials that you may need whenyou require IBM service and support.Actual terms and conditions are foundin the license materials for your software. We’ve produced this guide withthe following objectives in mind: To introduce you to IBM SoftwareSupport, including our operatingsystems and middleware such asDB2, Lotus, Rational, Tivoli, andWebSphere Provide information on the supportand services currently availablefrom IBM, including definitions ofprograms, policies, and procedures Help you to effectively utilize IBMSoftware Support Explain how you can enhance yourIBM Software Support with additional services to meet your needs Introduce you to the people of IBMSoftware SupportPlease review this guide carefullyas it contains important informationregarding the service and support ofyour IBM products. Thank you forchoosing IBM solutions!The IBM CommitmentWe believe that having your businessis both a privilege and a responsibility.We hope to maintain that business byproviding you with solutions to yourinformation technology problems. Wealso recognize that in order to enableThe intent of software support is toprovide you with the quality softwaresupport and services you need. Ourvision is to achieve a level of supportexcellence that exceeds your expectations and differentiates IBM in themarketplace by providing: Rapid response to your requestsFast relief to high impact problemsTimely problem resolutionHigh quality fixes and informationUp-to-date service and installationinformation.We are committed to achieving thehighest level of customer satisfactionin the industry, with quality focusedprograms designed to provide servicesthat enhance and maximize the useof IBM products. As your solutionspartner, we are dedicated to enablingyour success.Software Support OrganizationIBM’s software support organization isa global network of centers with expertise across our broad product portfolio.The organization is made up of teams4July, 2008of individuals that work togetherto provide you with the responsivesoftware support that you require. Ourworldwide centers are structured toprovide you with local language accessin most major countries and with theskills to help you identify the source ofyour problem amongst the products forwhich you have purchased support. Forcomplex problems, we have specialized, skilled product teams with accessto the experts in our DevelopmentLaboratories, as required. Therefore,you have access to the right level ofIBM expertise when you need it — nomatter where they are located.The people of our software supportorganizations are highly skilled, motivated, energetic, and are eager to solveyour software problems or answer yourquestions. Our goal is to ensure yoursatisfaction each time you need to callon us for support by: responding to your calls within targeted guidelines providing ongoing communication regarding your problem status throughproblem resolution taking ownership of your call for support providing a defined escalation processwhen management assistance isneeded maintaining our commitment to continuous improvement of our serviceprocesses
Software Support PortfolioCurrently there are several types of support available for the family of IBM Software Products. The pyramid below outlines theprogression of support available.Self Help:All IBM customers are entitled to take advantage of the Self-Help services available at http://www.ibm.com/software/support . We offer a vast rangeof on-line service offerings designed toaugment and enhance the value of yourIT operation. With these resources and tools, our self-help software supportInternet site will meet many of your support needs.Self Help will be available for at leastone year from when you acquire yourproduct from IBM.General Self-help Capabilitiesinclude features like:Basic search capability for the following: IBM software defects, that is, closedAPARs (Authorized ProgramAnalysis Report) Software fixes Technotes for resolved issues.Information on how to purchase software supportMarketing Information, such as productoverviews, newsletters, RedBooks,White Papers, and AnnouncementLetters Technical information, such as RedBooks and White Papers Links to education and training information Links to this Software Support HandbookSupportFoundationSupport Foundationofferings providecomprehensive,high quality remote technical support to your IT organization. Remotetechnical support allows you to obtainassistance from IBM for suspecteddefects and product-specific, taskoriented questions regarding theinstallation and operation of currentlysupported IBM software products.These offerings do not extend the announced end of service date (programservices) and the remote technicalsupport included in this offering willbe provided until the end of servicedate for a product. Support Foundationofferings are not intended for end-userhelp desk support.July, 20085
IBM Software SupportSupport Foundation offerings supplement your support staff skills byproviding telephone or electronicaccess to IBM’s technical supportknowledgebase(s) and technicalproduct specialists.program analysis reports (APARs) andother product and technical information to help answer technical ques tions. Receive weekly e-mail updates forflashes and fixes that can be enabled through the My Support function. Submit and track Problem ManageSupport Foundation Offeringsment Records (PMRs) electronically by using the Electronic ServiceOfferings include:Request (ESR) tool. Subscription and Support acquired Ability to assign a Site Technicalthrough Passport Advantage andContact (STC) who maintains the list ofPassport Advantage Expresstechnical IS staff whom you authorize to Software Maintenance for System psubmit/view problem records to IBM.and System i software (SWMA) There is no limit to the number of Support Linetechnical IS staff who can be authorized SoftwareXcel for U.S. System zto submit problems to the IBM Supportcustomersspecialists. Selected Support for designated no- Refer to the “Additional Detail on Services”charge IBM and non-IBM products chapter of this book and the Passport Advantage website for more information aboutMaintenance acquired Passport Advantage and Passport Advantagethrough PassportExpress: http://www.ibm.com/software/Advantage or Passport howtobuy/passportadvantage/for voice and electronic problemsubmissions.Response objective for critical/emergency problems during off-shifthours is two hours.Unlimited number of technical support incidents.Assistance provided by Support Foundation offeringsSupport Foundation offerings provide: Remote problem analysis andassistance during normalcountry business hours inyour time zone. For example,in North America, thosehours would be Mondaythrough Friday, 8:00A.M. to5:00P.M., excluding nationalor statutory holidays. Assistance with identifying the failing product/component. (Performedfor products covered by asupport contract.)Advantage Express Assistance with remoteproblem determinationPassport Advantage and Passport Advantageand resolution. Provided in local language Express are comprehensive IBM offeringsthat cover software license acquisition, prodfor most major countries.uct upgrades and technical support under a Voice and electronic accesssingle, common set of agreements, processessupport for code-relatedand tools. To ensure our customers alwaysproblems. Support for routine, short du- have access to the latest version of theirsoftware and to remote technical support,ration installation and usageSubscription and Support is included inquestionsthe license acquisition for all distributed 7 day, 24 hour support forsoftware products and is renewable on anmission critical emergenciesannual basis.(Severity 1) during off-shifthours. Provided by voice in most Technical support offers customers anintegrated technical support solution forcountries. Provided in English, with IBM distributed software. In addition to thethe local language accom- Support Foundation features, the followingare also included:modated when possible. Telephone (voice) or electronic Access to registered Web site forenhanced electronic support featuresaccess via the Web, in coun(except the operating system software):tries where it is available. Download interim fixes and fix packs. Response time objective of Search for technotes, authorizedtwo hours during prime shift6July, 2008IBM’s Software Maintenance forSystem i and System p softwareIBM Software Maintenance offeringsfor System i and System p provide comprehensive coverage for software licenseacquisition, product upgrades and technical support under a single, common set ofagreements, processes and tools. To ensureour customers always have access to thelatest version of their software and to remotetechnical support, Software Maintenanceis included in the license acquisition for allSystem i and System p operating systemsand associated software products, and isrenewable on an annual basis.Program ServicesProgram Services is asupport element bakedinto some IBM products which allows youto report suspected IBM defects to IBM.
While Program Services is primarilythe purview of System z, some nonSystem z products purchased before2003 included some form of ProgramServices, such as the ability to reportdefects by fax or mail. Check yourprogram license for details. ProgramServices do not supply all the elementsof Foundation Support but provides abase for the services above.Discontinuance of Program ServicesIBM provides program service for mostof its software products, as assurance thatfailures to conform to specifications willbe addressed. Thus, discontinuanceof program service for the last releasein a version of a software product is anindication of IBM’s expectation thatcustomers will not experience disruptions due to program defects. WhenIBM System z Software:service is discontinued, corrections toProgram Services support for most Sys- known problems remain available, buttem z (S/390, zSeries) products includes the development team is redirected toproblem support for suspected defects in other work, and no new, tested correcIBM code and publications via telephone tions will be generated for general use.(voice), and electronic access. This sup- Known problems may be reviewed andport is available until such time as it isordered via electronic vehicles such aswithdrawn with at least 6 months notice the internet (e.g., http://www.ibm.com/via an IBM announcement letter. IBMsoftware/support) However supportwill provide remote technical specialprovided by the IBM Support Centerists necessary to resolve defects in thewill be discontinued. At discontinuancemajority of our mainframe products atof program service, associated servicesno additional cost to you. Support forterminate as well, e.g. IBM Support Linecritical suspected IBM defect problemsand SoftwareXcel. The IBM Customeris available 24 hours a day, 7 days aAgreement (for monthly license chargeweek.products) provides information on notification requirements for discontinuanceIBM Subscription & Support Offer- of program services.ing (S&S) for selected mainframeproductsSome System z products are only soldas one time charge(unlike the recurring charge productsthat predominate the platform). Theseproducts have a separate subscriptionand support offering which, if acquired,provides for the same level of support asdescribed above. It also includes futurereleases and versions. Without thesubscription & support offering, self helpfrom the Internet is still available.IBM’s Support Line (or equivalentservices by country)The Support Lineoffering providessupport for those operating systems andassociated productsthat are not available with the PassportAdvantage Subscription and Supportand Software Maintenance offerings.Having Subscription Support, SoftwareMaintenance and Support Line willensure total support coverage for yourenterprise needs, including IBM and selectednon-IBM products.Refer to the Supported Products List for theSupport Groups and products supported inyour geography, at http://www.ibm.com/services/sl/products. More information isavailable at 000030. Pleasecheck with your local country representativeto make sure Support is announced in yourcountry. Changes are made periodically toreflect new products added and productsthat are no longer supported.IBM’s SoftwareXcel for System zcustomers in the United StatesSoftwareXcel (enterprise edition) provides: Resolve for System z, which is theability to report problems and routineinstallation and “how to” questionselectronically. Alert for System z, which is the abilityto be notified of high impact fixes. Electronic access to Frequently AskedQuestions Ability to electronically submit routineinstallation and “how to” questions andreceive responses during prime shift.(Voice and 24 x 7 options are available) 24x7 fullshift voice uplift isrequired for an offshift response to“how to” questions Electronic download of fixes by linkingto IBM’s support database Premium response (usually less than 1hour) during prime shift for suspecteddefect problems Remote Screen Viewing capabilityPlease refer to 000185 for moreinformation.A third type of product on the System zplatform are those which are intendedto be installed and run on any platform.Those products carry the support characteristics of the distributed platforms(described below)July, 20087
IBM Selected Support OfferingPremium Support (Support-only offering for designatedIBM no-charge and non-IBM products)Premium Support offerings areservices that provide both additionaland specialized support on Operating Systems or middleware products.Premium Support offerings focus onthe vertical depth ofsupport, and feature apersonalized relationship with our technical experts, on-siteassistance and knowledge transfersas well as horizontal breadth formulti-product and multi-vendor ITenvironments to maximize IT infrastructure availability. The Selected Support offering is available for designated no-charge IBM andnon-IBM products. Often support-onlyofferings are made available for products or offering code that is developedand delivered through the open sourcecommunity. The open source businessmodel is built on the concept of freeand frictionless access to technologywith optional paid support. In the opensource business model, the product isavailable at no charge to download anduse so customers can begin developWith Premium Support, you receive thement, testing and deployment at nocost. The offering code could be avail- following:able from an IBM w
Links to education and training infor-mation Links to this Software Support Hand-book . assistance from IBM for suspected defects and product-specific, task-oriented questions regarding the installation and operation of cu
