Post-sales Software Technical Support Overview. This presentation is an overview of Post-Sales Software Technical Support.

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1 IBM Software Support Post-sales Software Technical Support Overview 2012 IBM Corporation This presentation is an overview of Post-Sales Software Technical Support. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 1 of 29

2 Table of contents What is Client Software Support? Key points to remember Support offerings overview How long is IBM software supported? How do you engage Support? 2 Post-sales Software Technical Support - Overview 2012 IBM Corporation This presentation provides some key points and definitions regarding Software Support. It includes details about the support offerings and key elements available to you to resolve software problems. This presentation also covers additional fee-based offerings such as Support Extensions and the IBM Software Lifecycle Policy. Also is included information on what you should do if you are not satisfied when support is provided. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 2 of 29

3 What is IBM Client Software Support? Information, processes, and people that help you successfully use the software you have acquired Provides quick access to electronic self support Helps you find solutions to problems with IBM software Provides fixes to known problems Includes web-based and voice access options Global network of support centers with expertise across broad portfolio Local language support in major countries 3 Post-sales Software Technical Support - Overview 2012 IBM Corporation IBM provides an extensive network of global support centers to support clients in their native language. IBM offers both web-based and voice access options to assist you in problem resolution. Software Support is designed to help you find solutions to problems with IBM software in your unique environment, and provide fixes where applicable. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 3 of 29

4 Key points to remember IBM strives for high quality software Due to complexity, might not be defect free Problems need reported IBM has made a heavy investment in tools that provide on-line self support so you can find answers quickly Higher levels of service beyond self support are available for a fee Problem determination and resolution is a joint effort, combining IBM expertise and your expertise 4 Post-sales Software Technical Support - Overview 2012 IBM Corporation IBM attempts to provide the highest quality software possible. Given the increasing complexity of software and the numerous ways in which it interacts in an environment, the software might not be defect free. In order to fix the defects, IBM needs to know about them. Therefore, the problems need to be reported by you, the client. This seems like a simple step but often clients assume the problems are already known by IBM. IBM has made a significant investment in on-line self help support so you can find answers quickly. IBM offers many different levels and options for software support, which is discussed later. It is important to remember that problem determination and resolution is a joint effort between you, the client, and IBM. Your help is needed to determine exactly where the problem lies, so the best solution can be quickly provided. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 4 of 29

5 Support offerings overview IBM Software Accelerated Value Program Fee-based, customized advisory services tailored specifically for client Enhanced Support Purchased, remote voice and electronic support Passport Advantage, Software Maintenance, Support Line for Z Program / Warranty Services, and Self Support Find answers at IBM.com/software/support Download fixes Telephone defect support for zseries 5 Post-sales Software Technical Support - Overview 2012 IBM Corporation The pyramid displayed on this slide shows the three major levels of software support offered by IBM. The lower level is free and content is available to anyone who can access the IBM Support Portal website. The middle level is Enhanced Support and is available through offerings such as Passport Advantage. It provides remote voice and electronic support. There are also offerings for s/390, such as Support Line for Z, that provide these features. The top level, Accelerated Value Program, offers specialized, customized service to clients who have additional requirements, adding personalized, direct contact with Technical Support Professionals. If you are on the Accelerated Value Program, you choose how much and where you need the best help. IBM bridges IBM Services and IBM Support to make one seamless IBM. These three levels of support are discussed in more detail in these slides. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 5 of 29

6 What s free? Program/Warranty services and electronic support Electronic support features IBM Support Portal, IBM Support Assistant, My Notifications Search for known defects (APARs), corrections, and download software fixes (PTFs) Information on how to purchase Enhanced Support and Premium Support Links to useful technical information (White Papers, Redbooks, and so on) Mainframe (zseries) software (MLC) Voice support - defect only Severity 1 issues, 24x7 available No usage or "how-to" assistance No performance tuning assistance Distributed (IPLA) Software and one time charge No voice support access (including defect or "how-to ) No electronic support to report new problems No performance tuning assistance Not recommended for mission critical applications 6 Post-sales Software Technical Support - Overview 2012 IBM Corporation There are basic, self-help features available at the IBM Support Portal website. These are available to everyone. These include the IBM Support Assistant, and My Notifications. These support offerings are described in more detail in the next few slides. zseries clients have free defect support by way of voice only. Additional support for assistance with usage, performance tuning and such, are available for purchase. There is no free voice or electronic support of any kind available for International Program License Agreement software, referred to as IPLA. When you initially purchase your product, generally the purchase price includes a charge for Subscription and Support, but that Subscription and Support must be renewed annually. Therefore, to complement these free self support features, you should invest in Enhanced Support for your mission critical applications. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 6 of 29

7 IBM Support Portal Gateway to electronic support portfolio Sign in Save product selection list Customize view Access Support contracts My Notifications Service Request tool Entitled documents 7 Post-sales Software Technical Support - Overview 2012 IBM Corporation The IBM Support Portal offers a consolidated view of software and hardware support information and allows customization of the support view according to your preferences. See the example displayed on this slide. The products you choose display on the left. Using the check boxes, you can view information for multiple products at the same time, or focus on one product. Use the check boxes to focus on the products you want. Use the link at the top to toggle back to the product selection page or choose another product by searching for it. You can choose a task from the tabs at the top to view content associated with the task. The modules in the middle of the page display the content, based on the product and task that you select. To the right, you see the search box and below that are additional links for support related information. Click the plus sign by Customize this page to access that functionality. You can move the modules on the page, and add and delete them. On the right, click the plus sign to display the available modules. Drag and drop the module you want to the middle of the page. You can mix and match to suit your needs. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 7 of 29

8 IBM Support Assistant Complimentary, downloadable, troubleshooting workbench for many software products Automates troubleshooting data collection process to save time Downloadable file Automates collection for many products Try Data Collector through your browser Use problem determination and analysis tools to review collected data or send files to IBM Support Review training options on IBM Education Assistant See Quick Start Guide for details 8 Post-sales Software Technical Support - Overview 2012 IBM Corporation IBM Support Assistant, also referred to as ISA, is a downloadable workbench. It includes automated data collection options and robust diagnostic tools to review troubleshooting files. ISA Lite is a downloadable file that can be used to automatically collect files from a remote server. ISA Data Collector has the same capability but can be launched from a browser. The diagnostic tools help save time when reviewing the troubleshooting files. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 8 of 29

9 What is My Notifications? Complimentary Subscription and Service Customized by you Products you are interested in Information you want at your fingertips Daily or weekly or RSS feeds notification options Flashes Important information Problems and how to avoid them New information available and where to find it Best Practices Links to latest software downloads for interim fixes or fix packs View events for multiple brands 9 Post-sales Software Technical Support - Overview 2012 IBM Corporation My Notifications is a Subscription and Service tool available on the IBM Support Portal website that lets you customize a personal profile of products that you have an interest in. It then sends information related to those products to your inbox by way of on a daily or weekly basis. Because My Notifications is a Subscription Service, you must register for it, create a profile, and choose the types of documents and notifications that you want to receive. The types of notifications that you can receive include Flashes (again, specific to the products you ve selected in your profile), Best Practices, and links to the latest downloads. You can also be notified of event information and other general information specific to the products in your profile. My Notifications is a great way to pro-actively provide yourself with important information specific to your products. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 9 of 29

10 Download or view IBM Software Support Handbook Provides detailed information about all IBM Software Support Severity level examples Support delivery processes What to do before calling How to invoke software support How to escalate problem records How to purchase software maintenance Site Technical Contact role Worldwide list of support center telephone numbers Information for IBM Appliances 10 Post-sales Software Technical Support - Overview 2012 IBM Corporation The IBM Software Support Handbook is a great resource. This guide is continuously updated and contains detailed information about IBM Support. Much of the information included in this presentation can be found in the handbook. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 10 of 29

11 Enhanced Support features Electronic Support features described previously Report defect and how to questions No limits on number of IT Professionals who can call View and manage problem status by way of Internet phone Submit and track PMRs by way of electronic Service Request Remote problem determination and resolution By way of IBM support center Two hour distributed systems response goal zseries response goal Sev 1 = 2 hours, Sev 2 = 4 hours, Sev 3 and 4 = end of next business day Coverage for severity 1 problems provided 24x7 Coverage for severity 2, 3 and 4 problems provided during normal business hours Based on time zone associated with client s telephone number Worldwide infrastructure, support in native language Ongoing client communications on problem submissions Basic installation, usage and base product configuration assistance Product compatibility and interoperability Assistance with gathering and analysis of traces and dumps 11 Post-sales Software Technical Support - Overview 2012 IBM Corporation Displayed on this slide are some of the common activities you can engage in with Enhanced Support. All of the Self Support features described previously are also included. Enhanced Support is the term given to the level of support provided through offerings such as Passport Advantage, Software Maintenance, Support Line, SoftwareXcel, and Enhanced Technical Support. Enhanced Support provides voice and electronic access to report defects and you can ask how to questions. One of the key differentiators of IBM s Enhanced Support is there are no limits on the number of IT professionals who can access support, whether voice or electronic. However, you must designate a Site Technical Contact, referred to as STC, who acts as the gatekeeper for defining who in your organization can access electronic support. You also have the ability to view and manage the status of your problems on the Internet through the tools available at the IBM Support Portal website. IBM provides assistance with basic installation, simple usage and configuration questions such as product compatibility and interoperability issues. Remote problem determination and resolution is also provided at the IBM support center. The support center has a goal to call you back within certain time frames based on your problem severity. This is a not a resolution of problem goal, it is a call back goal. There is a two hour response goal for Passport Advantage PMRs. zseries PMRs response goals are: Two hours for severity 1, four hours for severity 2, and by the end of the next business day for severity 3 and 4. 24x7 coverage is provided for severity 1 problems. Other severities are covered during normal business hours. Clients with locations in multiple time zones will receive support during business hours associated with the time zone of the client number referenced in the problem record. For instance, a PMR opened for a client in San Francisco will use Pacific Time zone business hours. Generally speaking, normal business hours are 8am to 5pm, Monday through Friday. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 11 of 29

12 Severity levels Set by you Business Impact zseries (S/390) Response Goal Other Platforms Response Goal 1 Critical business impact Condition requires an immediate solution Within 2 hours Within 2 hours 2 Significant business impact Program usable but severely limited Within 4 business hours Within 2 business hours 3 Some business impact Program usable but less significant features impacted By end of next business day Within 2 business hours 4 Minimal business impact Problem causes little impact or reasonable workaround in place By end of next business day Within 2 business hours Business hours from 8:00 AM to 5:00 PM local time Severity 1 issues worked seven days a week, 24 hours a day jointly with you 12 Post-sales Software Technical Support - Overview 2012 IBM Corporation Displayed on this slide is a recap of the responsiveness goals. Severity levels are determined during a mutual discussion between you and the Technical Support Professional, based on the business impact of the issue. If you designate a problem as a severity 1, IBM will work on it seven days a week, 24 hours a day, providing you are also available to work during those hours. You can change the severity level of a problem if circumstances change from when it was first entered to match the current business impact conditions. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 12 of 29

13 Acquiring Enhanced Support System I and System P Software Maintenance included in license acquisition, renewable annually System z Subscription and Support purchased annually for One Time Charge software Support Line and SoftwareXcel for Monthly License Charge products Distributed Software Passport Advantage Software Subscription provides Enhanced Support Included in purchase price for initial year, renewable thereafter Includes full product upgrades (subscription) during life of agreement Each client site designates a Site Technical Contact (STC) Client-assigned individual Manages authorized caller list for electronic support access Callers can be both internal to your company or a Business Partner you authorize Provides IBM Customer Number and products covered Multiple Site Technical Contacts can be assigned, if needed Help for STCs available in Help section of 13 Post-sales Software Technical Support - Overview 2012 IBM Corporation Enhanced Support is available through Software Maintenance. Software Maintenance includes both Subscription, or upgrades, and Support. For distributed products, Software Maintenance is available through Passport Advantage. For s/390 it is available within Monthly License Charge, referred to as MLS, Support Line, SoftwareXcel (in the US only), or Enhanced Technical Support (in EMEA only). Subscription and Support allows you access to the newest releases of the products that you are licensed for. Software code can be downloaded from Passport Advantage, access to which is authorized by the primary Passport Advantage Contact (this is not necessarily the same as the STC). Entering problems, downloading fixes and downloading upgrades require two approvals one from the STC for problem entry, management and downloading of fixes, and one from the Passport Advantage Primary Contact for downloading upgrades. The STC is a very important person. This is a client-assigned individual, typically a technical manager rather than a procurement person. The STC coordinates the designated caller list which governs who has the ability to access IBM electronic support. These callers can be both internal resources within your organization and other assigned individuals, such as a Business Partner working on an engagement. There is both a Primary STC and up to nine Secondary STCs to act as a backup. The website displayed in the last bullet point on this slide is a great resource for STCs. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 13 of 29

14 Passport Advantage Welcome Letter Sent to Site Technical Contact (STC) Critical document with information Who is listed as STC Responsibilities of STC Use time sensitive link to enroll your company Can assign up to nine alternate STCs IBM Customer Number to use when accessing support Lists features of Support Passport Advantage Contract Number Country-specific IBM Technical Support Center telephone numbers Technical Support website Electronic Registration instructions Separate download authorization letter goes to Passport Advantage Primary Contact 14 Post-sales Software Technical Support - Overview 2012 IBM Corporation A very important document for you to be aware of is the Welcome Letter. Except for Passport Advantage Express, this letter is issued when your account is created in the IBM system. If you have Passport Advantage Express, you will get the letter after your first purchase. The letter is sent in and regular mail and gives several important details which you can see in the list displayed on this slide. A separate letter is sent to the Passport Advantage Primary Contact, which details how to download software from the Passport Advantage website. If you have forgotten or misplaced some of the details of the letter, there is an ecustomer Care Help Desk available to assist you. The ecustomer Care Help Desk can assist you in locating your IBM Customer Number and your Passport Advantage Contract Number, and they can provide other helpful information. The ecustomer Care Help Desk contact information can be found on the Passport Advantage website. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 14 of 29

15 What is the Accelerated Value Program? Proactive assistance Expert personalized service Close relationships with professionals who know your infrastructure Scheduled on-site services Help increase staff productivity Knowledge sharing Best Practices, advice on project planning, deployment, migrations and upgrades Invitations to remote briefings and summits Staff coaching, workshops, and guidance Problem management Reporting, status updates, identifying trends Triage problems with optional on-site assistance Assisting in problem determination and expediting problem resolution Escalation management 15 Post-sales Software Technical Support - Overview 2012 IBM Corporation IBM Software Accelerated Value Program for middleware provides an integrated set of support services that help you sustain and optimize your IBM infrastructure. It is designed to complement software maintenance and provides value through the personalized and focused relationship of the Accelerated Value Leader who provides proactive support, knowledge sharing, and problem management. IBM helps you by advising you on system upgrades and migrations, the deployment of new software, and maintaining high system availability. IBM s goal is to help you achieve your business objectives and to have high client satisfaction with IBM software. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 15 of 29

16 Accelerate the value of your software and maintenance Enhanced Support Accelerated Value Program High-quality standard support Additional personalized and customized service Reactive: when problems occur, clients call support Proactive: Clients alerted to potential problems Problems managed by different person Consistent contact manages problems and maintains communication Standard call handling Priority call handling Designed for high volume and basic environments Designed for customized delivery and complex environments Effective for stable environments with minimal changes Recommended for environments with frequent change Suitable for routine uses of IBM software and later adopters of new technology Recommended for cutting-edge uses of IBM software and early adopters of new technology Open to all clients or varying skills Designed for senior IT staff who manage critical systems 16 Post-sales Software Technical Support - Overview 2012 IBM Corporation The Accelerated Value Program is positioned as an add-on to Passport Advantage. The chart displayed on this slide contrasts the Enhanced Support and the Accelerated Value Program features. The Accelerated Value Program provides you with a more personalized relationship with the support organization. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 16 of 29

17 What happens when I call? Client can open a Service Request (PMR) by using the online problem submission tool or calling IBM-SERV An alternative to using Call Center is to open a PMR electronically and enter problem description yourself Minimize time with Level 1 by using ISA to search, collect MustGather data and send data to IBM Software Support Update and monitor the PMR with SR Tool or ETR View updates directly from Level 3 through SR Tool or ETR Call Center: Create PMR for telephone users Route PMR to product experts Note: No product skill Level 1: Rediscovery: Find known answers Help collect MustGather Educate clients on selfhelp Broad usage based skills Product certified analysts Level 2: Problem determination source identification: Work-arounds, solutions Problem recreation Create APARs Interface to Level 3 Product certified analysts Level 3: Change team: Code based team Create fixes and fix packs Create debug modules Skilled in their components, not experts on entire product Clients can save time using electronic tools to open Service Requests 17 Post-sales Software Technical Support - Overview 2012 IBM Corporation When you need help, you can open a PMR yourself using the electronic Service Request tool or you can call your local IBM Call Center. The Call Center documents your problem and its business impact. The Call Center uses keywords in your problem description to route your call to Level 1 support product experts. The Call Center staff does not have technical product skill. Level 1 will then do what is called Rediscovery. Level 1 is a collection of certified analysts who can help you find published answers to your problem. If there are no published answers, they can help you collect the necessary MustGather data and, time permitting, educate you on the available self-help capabilities at IBM.com. If Level 1 is a separate organization, you will then be transferred to Level 2. Products that do not have level 1 will have Rediscovery and Problem determination performed by Level 2. Level 2 works with you to create work-arounds and find a new solution to your problem. If a new solution is created, it can be captured in a technote and published to the external web. If the problem appears to require some sort of code change, Level 2 will engage the appropriate Level 3 team and create the Authorized Program Analysis Reports, referred to as APARs, that are needed to track the problem. Now on to Level 3. Each product has multiple change teams. The change teams have a deep understanding of specific components and can create debug modules, test fixes, and if necessary, publish a test fix. In most cases, test fixes are then collected and used to create a tested fix pack which is then published to the web. It is in your best interest to work with Level 2 as an interface because they can help coordinate the work of multiple Level 3s to help solve your problem. So how can you save time? You first start by opening your PMR electronically using the Service Request tool, referred to as SR, or the Electronic Technical Response function, referred to as ETR. By doing so, you bypass the Call Center. By documenting the problem symptoms, what has recently changed, and your actions regarding search and collecting data, you can minimize your time with Level 1. After that, you can interact directly with the correct Level 2 team using SR or ETR. Finally, you have the ability to view updates from Level 3 through your PMR using either the SR or ETR tool. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 17 of 29

18 Checklist before contacting Support Define problem - be specific Gather background information - provide all relevant information What level of software was or is running? What operating system version? Have patches been installed? Has this happened before? Is it repeatable? What, if anything, recently changed in your environment? Gather diagnostic information - dumps, traces, and so on Use IBM Support Assistant to automatically collect diagnostics Determine business impact and assign severity Use electronic Service Request tool, or call, to open incident record 18 Post-sales Software Technical Support - Overview 2012 IBM Corporation To maximize the efficiency of support, you should you gather certain information before contacting Support. Be as specific as possible when describing the problem to the support teams including the specific versions of the software, operating systems and patch or fix levels applied. Describe exactly what was happening when the problem occurred, if it is intermittent or repeatable, if it has happened previously and if anything has recently changed in your environment. What is especially important is for you to have available any pertinent diagnostic information such as dumps and traces (this will depend on the software and operating system in use). Finally, explain the business impact of the problem and agree on a severity level to be assigned to the problem. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 18 of 29

19 Know your escalation options If working within the PMR process is not achieving your goals, you have escalation options 1. Contact your IBM Support Center Call IBM-SERV (North America) Worldwide contacts: Ask for Duty Manager Provide PMR number and nature of concern Duty manager will get appropriate experts engaged 2. If still not satisfied, contact your account team to request assistance Account team can open a proactive situation, complaint, or Crit Sit This will bring additional attention and focus to your situation Crit Sit works best when Multiple PMRs or multiple products are involved Lack of coordination You have time to actively participate in increased meetings, and telephone calls To learn more, see 19 Post-sales Software Technical Support - Overview 2012 IBM Corporation What if the PMR process does not work the way you need it to work? You do have escalation options. During off-hours you can call the 800 number and ask for the Duty Manager. They will work with you to get the right level of attention. Many clients are familiar with Critical Situations, referred to as Crit Sits. Crit Sits come with a significant amount of overhead. Hopefully, you are able to resolve your problem with the PMR process and the duty manager. If not, the Crit Sit is useful in cases where you have multiple products involved, multiple PMRs, and there appears to be a lack of coordination. Understand that Crit Sits typically come with an increased number of s, increased meetings, and many more telephone calls. You should choose the appropriate escalation option that has the fewest side effects and gives you the benefits you need. If you want to learn more, go to the Software Support Handbook found at the URL displayed on this slide. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 19 of 29

20 IBM Software Support Lifecycle Policy Goal: Give clients a reasonable amount of time to purchase, install, productively use and migrate to the next product release Go to website and select your product to view Lifecycle Policy Minimum 12 months notice of product being withdrawn from support by way of announcement letter April and September Only two months for products to be withdrawn from support All components in product or solution bundle Supported until bundle is withdrawn from support Support for current version and up to two previous versions for selected products, helping you avoid cost of extended support Lifecycle page displays any announced end of support dates 20 Post-sales Software Technical Support - Overview 2012 IBM Corporation IBM has a Software Support Lifecycle Policy to give you a clear roadmap as to how long your products are supported. The goal is to ensure that you have a reasonable amount of time to purchase, install, productively use, and migrate to the next product release. The policy provides for three to five years of support, depending on the product, from when the product is generally available. It guarantees twelve months advance notice of withdrawal of support. There are only two times during the year when support can be withdrawn for a product, that is April and September. For product or solution bundles, the entire bundle is supported with one end of support date, regardless of the individual component end of support dates. The Software Support Lifecycle Policy provides support for the current version and up to two previous versions. A new multiple version software support initiative will offer support for previous versions of selected IBM branded products. And, while not every IBM software product is covered initially, IBM s plan is to expand the total number of covered products over time. Support for previous versions can help you reduce the need to acquire extended support and gives you more flexibility to manage upgrades, under an attractive pricing structure. The Software Support Lifecycle website provides information about the policy and a listing of all products and their announced end of support dates. CustV_PostSalesSupport.pptCustV_PostSalesSupport.ppt Page 20 of 29

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