IBM Security Systems Support

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1 IBM Security Systems Support Dave Milburn European Customer Support Manager Security Systems - Identity & Access Management 23 rd May IBM Corporation

2 Remote Technical Support Suspected product defects Short duration issues involving: Installation Usage (how-to) Specific usage/installation questions for documented functions Product compatibility and interoperability questions Technical references to publications, such as redbooks or manuals Assistance with interpretation of publications Providing available configuration samples Planning information for software fixes IBM database searches Subscription and Support is not structured to address everything -- the following are examples of areas that are beyond its scope: Analyzing performance Writing, troubleshooting or customizing code for a client Answering extensive configuration questions Recovering a database, or data recovery Consulting Most of these types of situations require a Services engagement. **Documented in the IBM Software Support Handbook 2

3 IBM Support Portal 3

4 IBM Support Portal 4

5 Problem Severity and Response Objectives IBM Support Center hours cover the prevailing business hours in the country where your product is licensed and/or your contract is registered IBM will use commercially reasonable efforts to respond to service requests from your authorized contacts within two hours during normal country business hours. Our initial response may result in resolution of your request, or it will form the basis for determining what additional actions may be required to achieve technical resolution of your request. Depending on the complexity of your request, the next response may take days. Be sure you and your support rep agree on what the next action is and when the next checkpoint will be. Note that severity 2, 3, and 4 problems reported offshift will be queued for the next business day. Severity Level Impact Response Goal 1 Critical Business Impact Within two hours 2 Significant Business Impact Within two business hours 3 Some Business Impact Within two business hours 4 Minimal Business Impact Within two business hours 5

6 Software Support Handbook Consolidated includes support information for software and hardware Software Support Handbook displays in easy-to-view format Includes electronic support information Detailed description of support at IBM and includes support contact information 6

7 Increasing Focus on Your PMR Be certain to explain the business impact of your problem and any deadlines to the support engineer. Raise the Severity Level of the problem Ask to speak to the person s manager - Escalations to an IBM manager will receive prompt attention and management focus. You can find contact numbers for your geographic area in the IBM Directory of worldwide contacts. Ask for a Duty Manager The Duty Manager or field manager will work with our technical staff to ensure your request is being handled appropriately. Escalate by opening a Complaint or nominate as a Critical Situation or ( Crit Sit ), if warranted. 7

8 Problem Handling Best Practices For Fastest Resolution Submit problems electronically PMRs routed to engineers faster through automation You document the problem description in writing so the right people are assigned to quickly and accurately focus on the core problem Follow up Severity 1 problems with a phone call, especially during weekends Keep the questions/issues separate provides better service One problem per Service Request/PMR Select the appropriate severity and state the business impact Will help to get the right focus on your problem Keep support informed of major upgrades/implementations Stay current on product release levels Have a QA or test environment equivalent to production Duplicate issues Validate test /ifixes, FixPacks etc. Provide timely data/feedback on recommendations and close the Service Request / PMR Discuss any concerns about collecting data or following recommendations PMRs are closed only with customer permission or if we have attempted to contact you three times and haven t received a response If the problem recurs you may reopen the original Service Request / PMR by resubmitting the problem electronically 8

9 Customer Satisfaction Surveys How satisfied were you with the support you received from remote technical support (i.e., via /web/phone/fax) on this request? How satisfied were you with the time required to reach a technical support representative after opening this support request? How satisfied were you with the communication skills of the remote technical support representative(s)? How satisfied were you with the technical knowledge of the remote technical support representative(s)? How satisfied were you with how well you were kept advised of the problem status for this support request? How satisfied were you with the time it took to receive an answer, resolution, or workaround to your problem? How satisfied were you with the effectiveness of the answer, resolution or workaround Were there any other reasons that you were <rating> with remote technical support on this request, or are there any further comments you would like to make about the support you received? We appreciate and value your feedback we want you to be very satisfied! However, if you are dissatisfied during the life of a PMR please contact the support manager at the earliest opportunity. 9

10 developerworks community 10

11 IBM Security Forums 11

12 What is the Accelerated Value Program? Focus is on maximizing client value from our software and solutions! Proactive Provides advisory assistance, acts as a Trusted Advisor Removes barriers to software adoption Delivers technical knowledge & expertise Researches and communicates new technotes, skills and product features applicable to your business Preventive Reduces technical problems Performs advanced analysis and provides best practices on usage Minimizes implementation errors Provides fix advice and diagnostic coaching Provides customized reporting 12 Personalized Applies knowledge of your environment Pushes client filtered content Builds team competencies Provides continuity of service as a virtual team member and single point of contact

13 Questions? 13

14 Statement of Good Security Practices: IT system security involves protecting systems and information through prevention, detection and response to improper access from within and outside your enterprise. Improper access can result in information being altered, destroyed or misappropriated or can result in damage to or misuse of your systems, including to attack others. No IT system or product should be considered completely secure and no single product or security measure can be completely effective in preventing improper access. IBM systems and products are designed to be part of a comprehensive security approach, which will necessarily involve additional operational procedures, and may require other systems, products or services to be most effective. IBM DOES NOT WARRANT THAT SYSTEMS AND PRODUCTS ARE IMMUNE FROM THE MALICIOUS OR ILLEGAL CONDUCT OF ANY PARTY. 14 Copyright IBM Corporation All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.

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