IBM Business Partner Operations Guide for SVP - Business Partner Operations Guide for Primary Support Povider

Feb 2010 IBM PSP for SVP v1.0 Operations Guide 1

IBM Business Partner Agreement For Software Value Plus

Business Partner Operations Guide for Primary Support Provider – Sublicensing

EMEA

February 2010

Version 1.0


This guide and updated versions will be posted on the IBM PartnerWorld® website. Please check the “Apply” tab on: http://www.ibm.com/partnerworld/swvaluenet, for the most current version of this guide


PREFACE 5

SECTION 1 – PROGRAM ELEMENTS WHICH ARE COMMON TO ALL SUPPORT PROVIDERS SOFTWARE VALUENET PORTFOLIOS 6

Program Overview and Requirements 6

Program Overview 6

Program Definitions 7

Eligible Program Portfolios 8

Eligible Products 8

License Terms 8

Pricing Terms 8

Support Levels 9

Application and Contract 9

Application Process and Contract Acceptance 11

Participation Criteria & Requirements 11

Approved Service Plan 11

Certified Technical Support Resources 12

Preferred Distributor 12

Performance Metrics 13

Self Sufficiency – Case Handling 13

IBM Software Subscription & Support (S&S) Renewals 13

Operational Requirements 14

Performance Reporting and Assessment 14

Support Provider Responsibilities 14

Delivering First Level Support 15

Obtaining Second Level Support from IBM Software Support 15

IBM Software Subscription & Support (S&S) (Maintenance Renewals) 17

IBM Software Support Responsibilities 17

Support Benefits 17

Severity Level Definitions and Response Objectives 18

Delivering Second Level Support 18

Second Level Support Responsibilities 19

Channel Support Management (CSM) 19

Annual Revalidation 19

Contract and Termination Rights 20

ADDITIONAL NOTES: 20

Value Add Requirements for Each Transaction 20

Eligible Programs for Software ValueNet Portfolios 20

IBM Value Package 20

SECTION 2 – PROGRAM ELEMENTS WHICH VARY BY SOFTWARE VALUENET PORTFOLIO 21


IBM Cognos Portfolio 21

IBM Cognos Training Specific Support Criteria 21

IBM Cognos 8 Software Development Kit (SDK) Premium Support: 22

IBM SPSS Training Specific Support Criteria 22

IBM ECM / FileNet Portfolio 23

IBM Training for FileNet – FileNet Support Criteria 23

ECM / FileNet Portfolio Benefits 23

Managing Installations, Upgrades and Maintenance 23

FileNet Premium Support Block Hours 24

IBM InfoSphere Portfolio 24

IBM Training for InfoSphere – InfoSphere Support Criteria 24

IBM Initiate Master Data Service 25

IBM Optim Portfolio 26

IBM Optim Training Specific Support Criteria 26

IBM InfoSphere Guardium Error! Bookmark not defined.

SECTION 3 – DOING BUSINESS WITH IBM 26

Accessing IBM Learner Portal 26

Service Request (SR) - Web Support 27

Contributing Knowledge to IBM’s Knowledge Base 27

Contacting IBM Support Center(s) Worldwide 28

Contacting IBM 28

SECTION 4 – APPENDICES 29

Appendix A - Software Subscription & Support Renewal Process Flow 29


PREFACE

Welcome to the Operations Guide for Support Providers within IBM Software ValueNet. The purpose of this guide is to provide detailed guidelines for Business Partners approved as Value-Added Reseller or Solution Provider and are interested in applying for as a Support Provider. This document will define the procedures governing the relationship between IBM and our Support Providers participating in IBM Software ValueNet. IBM Software ValueNet is designed to apply to one or more software portfolios. This document is structured into two major parts. The first part of this document describes the elements of the Support Provider plan that are common to all eligible software portfolios. The second part of the document contains a section for each specific software portfolio that is a part of Software ValueNet, and describes unique features to that particular software portfolio. This document should be read in conjunction with the IBM Software ValueNet Business Partners Operations Guide

1 and the IBM Software Support

Handbook2.

Note: Some links listed in this document require PartnerWorld membership and signing in to PartnerWorld to access the information. You can access IBM PartnerWorld at www.ibm.com/partnerworld

3.

Note: This guide only refers to Software ValueNet Support Providers. For all other Business Partners of IBM Software ValueNet program who is interested in the full details of the IBM Software ValueNet program, please review the IBM Software ValueNet Business Partners Operations Guide which is available on the IBM on the IBM PartnerWorld® website at http://www.ibm.com/partnerworld/swvaluenet

4.

1 http://www.ibm.com/partnerworld/swvaluenet 2 http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html

3 www.ibm.com/partnerworld

4 http://www.ibm.com/partnerworld/swvaluenet


SECTION 1 – PROGRAM ELEMENTS WHICH ARE COMMON TO ALL SUPPORT PROVIDERS SOFTWARE VALUENET PORTFOLIOS Program Overview and Requirements Program Overview IBM Software ValueNet is a Business Partner program that provides unique relationships with IBM Business Partners and is designed to reward Business Partners who invest in skills and high value solutions based on designated IBM software. IBM software products announced as participating in the IBM Software ValueNet program may only be sold by IBM Business Partners approved under IBM Software ValueNet. Approval is given at the program portfolio level, so Business Partners will only be able to sell software in the portfolios for which they have been approved. This provides the IBM business segment the opportunity to review the sales and technical capability of each Business Partner candidate. Access to technical support, web content, sales, and technical enablement and software downloads is restricted to only those Software ValueNet Business Partners who have been approved. Resale will be via a two-tier distribution model for channel sales. The Support Provider relationship is an extension to the existing IBM Software ValueNet Business Partner Channel. Support Providers are IBM Value-Added Resellers (VARs) or Solution Providers who also provide first level technical support as part of a solution to the end user, and serve as a seamless extension to the existing IBM support channel. Support Providers are authorized to sub-license eligible Programs to end users, and to acquire and renew Subscription and Support from IBM for these licenses. They then provide subscription and support to end users under their own service agreements.

In addition to all the benefits enjoyed as part of Software ValueNet, benefits to Support Providers

include:

� Account/Relationship Management – establishing a unique relationship between Support

Provider and end customers to grow and manage

� Access to a Channel Support Manager (CSM) – a designated Support Provider resource

and advocate

� Sharing of the Support Revenue Stream – processing Subscription and Support renewals

provides a predictable revenue stream

To become a Software ValueNet Support Provider you must first meet the minimum VAR or Solution Provider Business Partner requirements as outlined in the IBM Software ValueNet Business Partners Operations Guide. A Support Provider have clearly defined participation criteria and performance metrics designed to focus on attainment of product certifications, qualified staff, call management practices, support processes and customer satisfaction. Support Provider approval is given at the IBM Program product level, and therefore approved Business Partners will only be able to support the IBM Program products for which they have been approved.


In addition to meeting the defined participation criteria you must also satisfy a market place need

that demonstrates:

� You bring specific industry specialization or intellectual property solutions to the table

and are best suited to support them

� You understand your customers’ deployment, including infrastructure, underlying

applications, customer processes and people, enabling you to support the whole

solution

� You provide a unique marketplace need, such as local presence in a geography or

access to a specialized market

SVP Offering for Primary Support Provider Business Partners that participate in the Primary Support Provider offering are Business Partners approved as a VAR or Solution Provider Remarketer Type for the Product Group under IBM BPA for SVP. This offering is optional and applies to some or all Products in one or more product groups. Also, the PSP offering may apply to some or all countries participating is IBM BPA for SVP. To participate in the PSP offering requires a specific application, specific eligibility criteria and approval. IBM will grant and authorize the PSP to sub-license the eligible Programs within the IBM Software Value Plus Product Group to End Users, acquire Program Service (IBM Software Subscription & Support), and to provide the services to end-users under the Primary Support Provider's terms. This plan allows business partners who invest their time and resources to train technically qualified support resources to provide first level technical support to their end users. For complete details about the required Value-Add-Reseller or Solution Provider reselling Remarketer types under the IBM BPA for SVP, please review the IBM Business Partner Agreement for Software Value Plus Business Partners Operations Guide which is available on

the IBM Software Value Plus website http://www.ibm.com/partnerworld/swvalueplus.

Program Definitions IBM Business Partner Agreement for Software Value Plus consolidates the products and applicable terms and conditions for the following the following Support Provider Attachment:

• IBM Business Partner Agreement for Software ValueNet --- Support Provider Attachment for Software ValueNet

The new Primary Support Provider attachment under IBM Software Value Plus is:

• IBM Business Partner Agreement Attachment for Software Value Plus Primary Support Provider- Sublicensing

Some of the terminology is different between these two attachments, the following table maps the terminology from these two agreements to the terminology used in the IBM BPA for SVP. Terminology Mapping Across BPAs IBM BPA for SVP SWVN BPA SW Remarketer BPA Product Group Portfolio Reseller Authorization group Remarketer Type Relationship Type (term not used)


Eligible Program Portfolios

Eligible Software ValueNet program portfolios are listed on the IBM PartnerWorld® website, in the Software ValueNet section. See www.ibm.com/partnerworld/swvaluenet for further information.

Eligible Products

Eligible Products are limited to the products in the approved Software ValueNet portfolio(s) and that are ordered under the Passport Advantage program, either Passport Advantage or Passport Advantage Express, and that IBM has designated as “New License” part numbers.

New License part numbers are part numbers in the IBM Distributed Software Price Book.

For a listing of the eligible part types please review the IBM Software ValueNet Business Partners Operations Guide.

Only authorized Support Providers will have access to the following part numbers:

o Support and Subscription (Renewal) Part Numbers

o Reinstatement Part Numbers

Note: Renewal part numbers are not eligible for the IBM Software ValueNet Relationship Types (ISVs, Service Providers, VARs, and Solution Providers).

License Terms The license terms for Software ValueNet Programs are contained in the License Documents located at http://www-03.ibm.com/software/sla/sladb.nsf, and your responsibilities with respect to those terms are documented in the applicable agreement(s) you have/will have in place with IBM. Support Provider’s have additional license terms that include rights to sublicense IBM Program(s) to the end user. These terms require that you ensure that the end user acquires the applicable license entitlements according to the license requirements specified by IBM for that Program. For specific license terms in detail refer to your Support Provider Attachment for Software ValueNet.

Pricing Terms 1

st year: � Initial sale (license + subscription & support) according to:

– Reseller discount (fixed discount off IBM list price) – PLUS Support Provider discount

2

nd year: � Renewals priced according to:

– Previous year price paid (for S&S portion) – PLUS pre-determined increase (% uplift) – Renewal price to partner not to exceed list price minus your partner discount


IBM provides suggested discount and rebate rates to the Distributors. Final price is solely determined by the Distributor, and any negotiations are between the Support Provider and the Distributor.

Support Levels As a Support Provider, you agree to be the interface and own the end-user relationship for Program licenses covered under IBM Software Subscription & Support (S&S). You will provide first level Support to your end-users and be the interface to those end-users. IBM provides support to you and only engages with the end client on a mutually agreed to basis. For Program licenses not covered under S&S, you will provide first level and second level support to your end users. In such cases, IBM will only provide you access to IBM databases containing information on known Program defects, defect corrections, restrictions, and bypasses for the unmodified portion of the Program. First Level Support means taking the first support call from an installed base end user for approved Programs and diagnosis and providing first contact resolution where possible. This includes qualifying your end-user’s support entitlement, characterizing the problem and determining if the problem is known through online support resources. If it is determined to be an IBM program problem, engage IBM Software Support, for further technical analysis, and coordinate joint support with the end user as the primary owner of the case and resolution until end users satisfaction. Second Level Support is IBM dedicated support resources collectively possessing in-depth product expertise, including through knowledge of product independencies and relationships for all supported Programs. This includes ability to recognize and determine the nature and extent of reported problems. Trouble-shooting reported problems, developing prevention plans and if required, engage product engineering (third level support) opening a defect report and being the interface with product engineering until fix has been provided. Updating you, our Support Provider, and providing problem resolution and confirmation to you that end-user problem has been resolved.

Application and Contract How to Apply for IBM Software Value Plus Primary Support Provider A new Remarketer type has been added for Software Value Plus. It is Support Provider and currently applies to IBM Cognos, IBM InfoSphere, IBM Optim, IBM FileNet. The application form for applying for IBM Software Value Plus Primary Support Provider may be found on the “Apply” tab of the Software Value Plus website www.ibm.com/partnerworld/softwarevalueplus. Specific participation criteria and Software Value Plus Product Group details are listed on the website as well. The application must be made by your IBM PartnerWorld® Authorized Program Administrator (APA) for your headquarters location. To make the application, your APA should do the following: 1. Log on to your Business Partner Profile in the Partner Profiling System at www.ibm.com/partnerworld/partnertools. 2. Click on “Benefits and Relationships” in the left sidebar. 3. Click on “Software Value Plus” link.


4. Select the Country Enterprise profile for which you wish to enroll. 5. Accept the terms and conditions for IBM Business Partner Agreement for Software Value Plus.

o The agreement becomes effective upon IBM acceptance. o In some countries a hardcopy agreement is also required; refer to the SVP BPA Operations Guide Appendix A.

6. Choose one of your desired Product Groups from the drop down list. Notes: In this step of the initial application, you can only select one Product Group. 7. On the add a product group screen select one of the four product groups and select S/W Support Provider T2 – Auth for Remarketer type. 8. The family groups available for the product group will display. Select one or all family groups, click on check box that the Support Provider attachment has been reviewed and answer Trained resource questions. 9. Click save to complete application if this is the first Product group or Next if this is the second product group and more will be added. 10. Keep a copy of the confirmation number as this may be required if there are any errors and you wish to have PartnerWorld Contract Services assist. Primary Support Provider Operating in Multiple Geographies Business Partners who are approved to resell in multiple counties (and to execute the appropriate agreements covering remarketing in those countries) may submit to IBM an application to be a Primary Support Provider for the Programs remarketed in the chosen countries. A Primary Support Provider may have a centralized support operation within a major region (i.e. EMEA, APJ, AG, Latam), and provide first level support to the other countries where the Support Partner is authorized. On approval by IBM, the Primary Support Provider must execute the applicable Primary Support Provider Attachment for each country for which it is approved. You must have certified support resources in any location that you specify and apply for a support delivery center. If you have multi-country site support operations, you must declare the locations in your application and service plan, with each identified country in which you provide support. Each support location must also set forth the individuals identified as technical support resources. Adding a Product Group or Program to your Profile To apply for additional family groups the Authorized Profile Administrator (APA_ of HQ location logs into PartnerWorld at www.ibm.com/partnerworld/partnertools with their IBM userid and password. 1) Click on Benefits and Relationships 2) Click on Software Value Plus 3) Click on country enterprise that is now listed under ‘Country Enterprises participating in the Software Value Plus program’ 4) Click on the product group that will be updated. You must ensure you have met the technical support resource certifications for any new product group or program you add to your profile.


Application Process and Contract Acceptance After you submit your Support Provider application, a review will be conducted to ensure that you have met all of the Support Provider participation per products you are applying for within the Software ValueNet portfolio. When review of participation criteria is completed, you will be notified if you have met all criteria. Our objective is to respond with our decision within 30 calendar days after the receipt of all required information. If you have not met the criteria, you must wait at least 90 calendar days after receiving our decision before resubmitting your application. If you have met the participation criteria you will be sent the IBM Software ValueNet agreement for your signature with the Support Provider attachment for Software ValueNet terms. The address to which the executed agreement should be returned will be provided when it is sent to you. The agreement becomes effective upon IBM acceptance. You will be notified on what date you may begin to place orders with your preferred distributor and provide support to your end users for your approved Software ValueNet products. Once IBM has confirmed that the agreement has been fully executed, you will be provided the customer number(s) which you must supply to your distributor to use for all sales orders, including Software ValueNet product portfolios. This reseller customer number will not vary by Software ValueNet portfolio, so once approved for one portfolio, the same reseller customer number will apply to all others for which you have been approved.

Participation Criteria & Requirements The criteria required in order to be considered for approval as a Support Provider under the Software ValueNet program is incremental to the Value-Add-Reseller or Solution Provider participation criteria. These participation, performance and operational requirements for Support Providers must be approved and maintained to remain in the Software ValueNet program as a Support Provider. The criteria applies to all approved portfolios that have a Support Provider relationship type, see Section 2 for further detail on any variances for a specific portfolio.

Approved Service Plan In addition to the approved business plan required for the Software ValueNet VAR or Solution Provider you must also include completion of a Service Plan within the Business Plan template issued by IBM. Your Service plan will demonstrate your support offering value add, your certified support resources, and your capabilities of operationally delivering first level support as a Support Provider. How Measured: You must document the elements of the Service Plan within the Business Plan template which can be found on the “Apply” tab on the Software ValueNet site

5. The Service

Plan along with the Business Plan must be approved by IBM. Items included:

• Describe the marketplace need for your support offering

• The products in the portfolio that will be your primary focus



• Your certified technical support resources and methods to maintain those support resources delivering first level support

• Your case tracking process

• Your documented working case escalation process Time Frame When Required: At time of application submission and then ongoing

Certified Technical Support Resources IBM technical certification establishes an industry standard benchmark and validation of technical competence for professionals working with IBM technology. You nominate a minimum of two of your Support resources to be designated by you as 'certified technical support resources'. To ensure your qualifications, you are required to demonstrate that you have employees that have successfully completed training and certification for the products you are providing first level support. In order to meet the participation criteria, your designated support resources must meet the following criteria:

• Have obtained all designated Certifications for each of the approved IBM Programs (Software) that will be supported at the current Program release levels

• Have successfully completed the IBM Support Provider Delivering First Level

Support course and pass the associated test. This course is available without charge from the IBM Leaner Portal. (You are only required to take this course once or when updates to this course are made available) See Section 3: How to Do Business with IBM on accessing the IBM Learner Portal

Once accredited, the designated support resources will be entitled as authorized contacts to engage IBM Support for technical assistance with the IBM Programs (Software) for which they are authorized to provide support. How Measured: Certification status will be validated based on your status in either the IBM PartnerWorld profile or in the IBM Certification and Assessment Services system. See the “Apply” tab on Software ValueNet site

6 for the list of eligible certifications by portfolio. As new

Certifications become available for each of the IBM Programs supported, they will be updated on the website. *Note: Proof of valid training outside of PartnerWorld® may be accepted for Support Providers from acquired companies that are in transition and do not have certifications integrated into PartnerWorld®. See Section 2. Time Frame When Required: At time of application submission and then ongoing

Preferred Distributor Support Providers must fulfill orders with their preferred distributor. You should check with your VAD for instructions for submitting your Firm Purchase orders.

Please ensure when submitting your order that you indicate on the top of your order. "This order is being placed by a partner that will provide product support to the end customer under



the terms of their existing support-providing partner agreement”. Please also include the SWVN Portfolio for which your order is for (e.g Cognos, FileNet, Infosphere).

Performance Metrics The Support Provider relationship within Software ValueNet is designed to reward those partners who invest in skills and drive high levels of end user customer satisfaction. This includes operational compliance and defined metrics in accordance with the Support Provider Attachment terms and your commitment to implement and leverage the set of required processes. You will be responsible for maintaining your performance against those defined targets and performance measures. IBM will ensure only the most qualified Support Providers continue to participate in Software ValueNet.

Self Sufficiency – Case Handling

Metric: A guideline to determine if first level support has been provided on a case is the time taken to resolve the case. Time to resolve a case is a direct reflection, in most cases, of case complexity. It is generally industry accepted that a case solved within 48 hours, or 2 business days, is a Level 1 case complexity. The self sufficiency metric measures whether or not you are meeting your first level support obligations, by measuring the time in which IBM resolves cases you escalate to IBM Customer Support. The self sufficiency metric reflects your ability to resolve cases without unnecessary reliance on IBM support and is an indication of your skills and competency. Target: No more than 30% of the PMRs (cases) a Support Provider escalates to IBM are resolved by IBM within 2 business days, indicating they were first level support cases. How Measured: Required information gathered from IBM’s case tracking system (Retain) based on when solution given code was recorded in case, indicating relief provided. This is measured from time of receipt to IBM to time of closure with Partner.

IBM Software Subscription & Support (S&S) Renewals

Metric: Partner’s Support and Subscription Renewals are an indication of end-user satisfaction and loyalty, reflecting on the overall level of service being provided by the partner, the level of relationship they have with their end-users and how they are representing IBM in the marketplace. Target: Minimum of 90% of expected renewal revenue should come in on time, quarter on quarter. How Measured: Required information gathered from Renewals team as straight financial performance against set target and achievement. Reports provided quarterly. For each of the above IBM will provide a quarterly status report and will work with you through your Channel Support Manager (CSM) to address any issues identified.


Operational Requirements

As a Support Provider representing IBM it is expected that you will work with your end customers as well as with IBM in an appropriate, professional business manner. The following covers important operational aspects of our support partnership:

1. When working with IBM support and development the common language used will be English. In order to ensure problems are progressed as quickly as possible, IBM requires that your authorized contacts can communicate effectively in English in a business environment when required.

2. IBM expects that you will ensure high levels of satisfaction within your customer base.

And that you will raise problems and customer issues to IBM in an appropriate and timely manner.

3. You will participate fully in IBM’s support initiatives such as knowledge centered support.

4. You will maintain your certification status in line with the program requirements.

5. Your will process S&S renewals and other financial matters in a timely manner.

6. Should IBM identify any performance issues affecting the partnership, support delivery,

and dissatisfaction of our mutual customers, then your Channel Support Manager (CSM) will assess and work with you, building a 90 day plan, to address any performance issues.

Performance Reporting and Assessment

The defined metrics to include S&S Renewals and Self Sufficiency data will be reviewed quarterly by your Channel Support Manager (CSM). Your CSM will prepare an assessment report of your achievement and the level of performance. An Assessment Report will be sent to you quarterly to include:

o “acceptable” - attained the required performance level o “poor” - did not attain the required performance level o “Unacceptable” - significantly missed the required performance level.

In the event that you attain poor performance, your CSM will work with you to build a 90 day action plan to improve performance status. In the event that you attain unacceptable performance or fail to address issues under a 90 day action plan your CSM will work with you to build a Partner Support Skills Development Plan. Such a plan would be documented and would be expected to last between 3 and 6 months. Your failure to address performance issues identified in the Partner Support Development Plan will result in termination of your Support Provider agreement. You are unable to reapply for 1 year.

Support Provider Responsibilities The responsibilities of the Support Provider are organized in four main sections below:

1. Delivering First Level Support 2. Obtaining Second Level Support


3. Subscription and Support Renewals 4. Performance Level Metrics

Delivering First Level Support

As a Support Provider you agree to provide first level support and manage all aspects of the support relationship with your end users. The IBM Support Centers do not accept direct calls from your end users. First Level support responsibilities must include the following:

• Establish a system for tracking customer incidents / cases, logging all calls, assigning severity, and managing cases from the first call through to resolution of the problem.

• Qualify incoming calls, verifying each end user’s S&S entitlement

• Characterize the problem and environment. Conduct failure analysis. Gather information about the case and determine if the IBM Program caused the problem

• Isolate reported problem using diagnostic utilities provided by IBM

• Search knowledge bases for possible known solutions, using keywords specific error messages, and browse for Fix Packs, Updates or Patches. Ensuring whenever possible, the latest patch releases are applied, prior to reporting issue to IBM Software Support.

• If it is believed to be a new IBM Program (Software) problem, contact IBM Software Support, electronically, or for critical problems, through voice support.

• For any critical issue (Severity 1), have resources available to jointly work with IBM until relief can be obtained (in line with IBM’s standard 24x7 for critical problems).

• Coordination of joint (you & IBM) supports effort with end user as the primary owner of the resolution process. You will own all status updates and identified problem determination next steps with the end user.

• Implement solution, workaround or fix, if needed.

• Attempt to replicate issues whenever possible.

• Manage end user satisfaction issues, including complaint management and duty manager requests.

• Confirm resolution with end user and close reported Problem Management Record (PMR) with IBM.

• Submit knowledge to fill any knowledge gaps that exist in IBM’s Technote knowledge base. (See Section 3: Doing Business with IBM Contribution Knowledge to IBM Knowledge Base for access)

Obtaining Second Level Support from IBM Software Support

If it is determined that the reported failure is with the IBM Program product and second level support is needed, your designated technical certified support resources/authorized contacts may open a PMR with IBM Software Support. Authorized contacts may submit the PMR using IBM’s Service Request (SR) tool or through voice support (see Doing Business with IBM Section 3). Prior to contacting second level support from IBM ensure Self-Help resources have been previewed, and must gather check lists have been completed so support processes and time to resolution can be optimized. When contacting IBM Software Support, your authorized contacts will be asked to provide the following information:

� Your IBM Customer Number (ICN) (not your end-users’ ICN)


� Your company name and � Caller name and phone number

NOTE: The IBM Customer Number (ICN) provided is for the submission of cases directly to IBM support and is restricted to reporting end customers issues only. All other case submission requests to IBM should leverage existing entitled technical support processes documented in IBM PartnerWorld. If you are also a services provider for a client that is already entitled to IBM direct support, your technical services professional can request to be an authorized agent to submit cases to IBM support on the client's behalf. IBM PartnerWorld reference: https://www-304.ibm.com/jct01005c/isv/tech/member/ Checklist before contacting Second Level Support

To resolve your software support service request in the most expedient way possible, it is important that you take information gathering steps before you contact a software support center. You will need to gather information about the problem and have it on hand when discussing the situation with the software support specialist.

For more details on what to gather visit Getting IBM Support

7:

How to Access Self-Help Resources All Support Providers are encouraged to take advantage of the Self-Help resources available through our IBM Software Support

8 site. It is expected that any known rediscovery resolutions

would have been identified before placing a call with IBM Software Support. We offer a vast range of on-line resources regarding our IBM Program products designed to augment and enhance the value of your IT operations. General Self Help capabilities for your technical support resources:

• Search capability for closed Authorized Program Analysis Reports (APARs) and software fixes

• Documentation available on Installation, Administration, Release Notes, Best Practices, White Papers as well as Trouble Shoot articles

• Marketing Information, Newsletters, Announcement Letters, and Product Life Cycle Information

• Link to the Software Support Handbook9

What if I am not satisfied with IBM Software Support? We believe IBM Software Support is ‘Best of Breed’. At any point in the service process you or your end user expectations are not being met by the level of support being provided, it is important to note there are options for you to report or escalate the problem. Escalation Procedures include the following:

• Be certain to explain the business impact of your problem. It may be necessary and appropriate to raise the severity level of the problem.

• Ask to speak the Duty Manager. Escalations to the Duty Manager will receive prompt attention, working with the technical staff and will maintain management focus. Simply call 1-800-IBM-SERV, reference the PMR, and ask to speak to the Duty Manager.

7 http://www14.software.ibm.com/webapp/set2/sas/f/handbook/getsupport.html

8 http://www.ibm.com/software/support

9 http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html


• If warranted, it might be necessary to open a Compliant or CritSit to bring increased attention to the issue. You should contact your account team to initiate this process.

IBM Software Subscription & Support (S&S) (Maintenance Renewals) As a Support Provider you may renew the Program Services for an additional consecutive 12 month period at the price established and specified to you by your Distributor. The renewals Should only apply to those program services in which you support and have sublicense to your end users. Your responsibility is to ensure S&S renewals will be maintained as outline here:

1. Approximately 75 days prior to S&S anniversary date, IBM will send a Support Providing Partner a Renewal quote for each end-user’s S&S for the next year. The renewal will be priced based on last year's renewal plus a pre-announced uplift. Any new sales transactions done since your end-user’s last renewal will be co-termed to anniversary, pricing will be prorated accordingly.

2. Review the quote with your end-user for any changes since the last renewal. 3. Contact your IBM Renewal Sales Rep with any needed changes, or questions about the

renewal. 4. Submit a purchase order to IBM via your VAD (Indicate on top of your order “This order

is being placed by a partner that will provide product support to the end customer under the terms of their existing support-providing partner agreement"). Renewals are due prior to current expiration.

For further S&S process flow please see Section 4 of this guide.

IBM Software Support Responsibilities Support Benefits

The intent of IBM Software Support is to provide you with the quality software support and services you need to assist you when problems occur with IBM Program products. By leveraging IBM’s Software Support benefits you can be successful in accessing the support when you need it, where you need it, and ensuring your clients get the excellent support by you that they deserve

on our technology.

IBM Software Support benefits you have access to include:


Unlimited access to telephone and electronic (web) support �

Standard country business hours (Monday through Friday from 8 AM to 5 PM) �

24 x 7 support for Severity 1 production issues �

Number of unlimited authorized contacts (*) �

Creation, update and tracking of cases on the internet �

Access IBM Software Higher Level Support �

Automatic notification by e-mail of case status �

Access to product information, procedures and Client Support information �

Software Defect Fixes �

Service packs �

Rights to new versions �

Documentation relating to new versions �

Product Life Cycle information �

Access to dedicated Channel Support Manager ([email protected]) �

*These contacts must be approved 'technically certified support resources' as outlined in Certified Technical Support Resource section of this guide.

Severity Level Definitions and Response Objectives IBM will use commercially reasonable efforts to respond to service requests escalated directly from your authorized contacts during local country business hours, based on the severity level in which the problem was reported, as outlined in the table below:

Severity Business Impact Response

Goal

1 Critical business impact / System Down. Applies to production environment, software component is inoperable or interface has failed. Requires immediate solution

Within 2 hours

(includes off shift hours)

2 Severe impact. Software component is severely restricted in its use, causing significant business impact

Within 2 business

hours 3 Moderate Impact. A non-critical

software component is malfunctioning, causing business impact

Within 2 business

hours

4 Minimal impact. Software component is malfunctioning causing minimal impact or a non-technical request.

Within 2 business

hours

Delivering Second Level Support

IBM provides an extensive network of global support centers to support you. We offer both web-based and voice access options to assist you. Once your service request (PMR) has been logged


with IBM Software Support, second level support will commence investigation of the reported issue within the process and procedures outlined in the IBM Software Support Handbook

10.

Second Level Support Responsibilities Second Level Support responsibilities include:

� Provide access to self-help resources, knowledge bases, and generally-available proven

practices � Conduct in-depth failure analysis in coordination with you to determine root cause of the

issue � Point out proper procedure to follow for the data-gathering required for further analysis, or

workaround or for the solution � Identify defect issues to Product Engineering team(s), by opening a APAR(defect report)

so that it is acknowledged and worked for resolution, keeping you informed of the status � Escalate issues whose circumstances require a particular action which cannot be

addressed through standard support processes in an acceptable way for the end user � Make patches and/ or service packs related to the product used by you or end user � Make available upgrades, enhancements, or minor /major versions in relation to the

products supported as they become available

Channel Support Management (CSM) The Channel Support Management (CSM) team is a part of the IBM Information Management Worldwide Client Support organization and is a dedicated team for our Support Providers. The Channel Support Managers (CSM) is your designated resources and advocates throughout the lifecycle of your Support Provider relationship with IBM. This team has a worldwide presence, in all geographies, interlocking with your Channel Development Mangers (CDM). These Channel Support Mangers will provide but not limited to:

• On boarding planning and support

• On-going operational enablement

• On-going communication plans and quarterly reports

• Finance & planning support You can contact the Channel Support Management team regarding your Support Provider inquiries or if you would like to know who your dedicated CSM is by sending an email to [email protected].

Annual Revalidation The annual revalidation process for all program portfolios for which you have been approved is performed at the anniversary of your Software ValueNet business partner agreement. You are responsible for submitting a revalidation application with current information for each portfolio on or before your anniversary date. The elements which you will be requested to revalidate by IBM for each portfolio are listed in Section 2.

10

http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html


Contract and Termination Rights If your Support Provider agreement has been terminated, you agree as IBM directs to return all or partial copies of the Program(s) that were provided to you by IBM. If your right to sublicense and obtain approved Software ValueNet Program products is revoked, you will immediately refrain from sublicensing and providing associated services for those identified Programs. If IBM directs, you agree to return all or partial copies of the Program(s) that were provided to you by IBM. We must ensure that each and every end customer who is orphaned as a result of terminating a partner has immediate opportunity to either come directly to IBM for support, or be referred to another IBM approved Software ValueNet Support Provider. If directed by IBM, you will notify the end user that you are no longer approved by IBM to sublicense the authorized Programs and no longer will providing first level support. In addition, you will transfer the License Terms and applicable Proof Entitlement (POE) directly to the end user, to another Support Provider, or to IBM. For further specific details on Termination of Rights please refer to your Support Provider for Software ValueNet agreement.

ADDITIONAL NOTES: Value Add Requirements for Each Transaction It is expected that you will act in a value add role your support offering or in the solution you provide with the Software ValueNet software. IBM reserves the right to review your available documentation of any specific transaction in order to verify that this is the case. Examples of documents that can show proof of value add include, but are not limited to application support that you deliver and support that intellectual property or if you provide have unique understanding of end users deployment, infrastructure or technology stack that has been deployed for that end user. If IBM determines that you are not acting in the intended role, we reserve the right to terminate you from Software ValueNet or take other appropriate action. Eligible Programs for Software ValueNet Portfolios You may obtain a list of all Passport Advantage part numbers which belong to your specific portfolio(s) from the Passport Advantage Online tool. See IBM Software ValueNet Business Partners Operations Guide Appendix: “Passport Advantage Overview and Reference” for further information.

IBM Value Package To obtain further information about the benefits of and directions for purchasing the IBM Value Package, access the following link on the IBM PartnerWorld® website: www.ibm.com/partnerworld/valuepack. The IBM Value Package is purchased for use within a single country. If you decide to purchase an IBM Value Package you only need to purchase one IBM Value Package for all Software ValueNet portfolios for which you are approved in that country. This package needs to be renewed annually to sustain access to the benefits of your approved Software ValueNet portfolios.


SECTION 2 – PROGRAM ELEMENTS WHICH VARY BY SOFTWARE VALUENET PORTFOLIO IBM Cognos Portfolio

IBM Cognos Training Specific Support Criteria IBM Software Value Plus partners who wish to become a PSP for the IBM Cognos products make a commitment to complete training and maintain their certifications.

How Measured: IBM Cognos requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. At the time of your annual review and in order to maintain their accredited status, you must have two (2) trained support resources on any subsequent release as they become available. Additionally, if you have added any net new SVP programs to your profile you will require appropriate accreditation status for those as well. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Cognos portfolio class or online, self-paced training. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software Value Plus web site, http://www.ibm.com/partnerworld/softwarevalueplus. Time Frame When Required: Prior to acceptance and then ongoing.

Reviewing your Certification Status Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile. Detailed instructions to

do this are as follows:

• Log on to your Business Partner Profile in the Partner Profiling System

• Go to your Country Enterprise record

• Click on PartnerWorld® level Summary

• Click on Click here to see how skills are counted towards level attainment.

• Click on View Skills Summary report for all employees for all locations within the enterprise.

You can also contact www.ibm.com/partnerworld/contact for further help reviewing your certifications

More Information

You can find further information about the IBM Cognos Academy program and other training

offerings at www.ibm.com/training.


IBM Cognos 8 Software Development Kit (SDK) Premium Support: Created and delivered by developers for developers, Accelerated Value for IBM Cognos SDK provides in-depth technical information and support to partners who want to integrate and extend functionality with their SDK solution: http://www-01.ibm.com/software/data/cognos/support/accelerated_value_program.html For more information, contact your Channel representative.

IBM SPSS Training Specific Support Criteria How Measured: IBM SPSS requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. At the time of your annual review and in order to maintain their accredited status, you must have two (2) trained support resources on any subsequent release as they become available. Additionally, if you have added any net new SVP programs to your profile you will require appropriate accreditation status for those as well. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Cognos portfolio class or online, self-paced training. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software Value Plus web site, http://www.ibm.com/partnerworld/softwarevalueplus. Time Frame When Required: Prior to acceptance and then ongoing.









More Information You can find further information about the IBM Cognos Academy program and other training offerings at www.ibm.com/training


IBM ECM / FileNet Portfolio

IBM Training for FileNet – FileNet Support Criteria

How Measured: IBM FileNet requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. At the time of your annual review and in order to maintain their accredited status, you must have two (2) trained support resources on any subsequent release as they become available. Additionally, if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM FileNet portfolio online, class, or self-paced training. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software ValueNet web site, http://www.ibm.com/partnerworld/swvaluenet. Time Frame When Required: Prior to acceptance and then ongoing. Online training options are available to partners when they go to the ECM Training Track and sign

in to the ECM Learner Portal. If you or your staff does not have a sign in, one may be requested

by selecting the “Need a user ID” following this link: ECM Training Track

http://eb140.elearn.ihost.com/ECM/index.htm

After training, you may launch post-training exams from the ECM Learner Portal, which links to the ECM Certification & Assessment Services (CAS) website. The list of qualifying certifications for the IBM FileNet portfolio is available on the “Apply” tab on the Software ValueNet web site, http://www.ibm.com/partnerworld/swvaluenet

ECM / FileNet Portfolio Benefits

IBM FileNet Support (Available with Value Package) As an IBM Software ValueNet Business Partner you have access to IBM Integration and Implementation Support, including Technotes, a rich library of product information, Information Centers and Assisted Support via telephone or internet to resolve product issues.

Managing Installations, Upgrades and Maintenance ECM Upgrade / Install (U/I) Support Services Team provides remote technical support and assistance during installations and upgrades of the FileNet products. The ECM Upgrade and Install Support Services focus on support the efforts of on-site teams by providing planning, design, and execution assistance for upgrade and installation projects. ECM U/I Support Service are a Premium Support Offering. All Support Providers are encouraged to purchase Support Block Hours in advance in order to avoid delays in engaging support. Scheduling activity with the U/I Support Services team will be necessary to receive proper support.


FileNet Premium Support Block Hours As a Software ValueNet partner, you will be eligible to purchase premium support block hours for ECM support services. These services are also purchased by direct IBM customers and IBM internal organizations. These support services are a direct benefit to you in the services delivery to your end customers. Available support services include ECM Upgrade/Install (U/I) Support Services to provide assistance during end customer upgrades and installations of FileNet products. For more details visit: http://www-01.ibm.com/support/docview.wss?rs=3247&context=SSTHRT&context=SSS236&context=SSNW2F&context=SS5UVB&context=SS5UUH&dc=D600&uid=swg21284085&loc=en_US&cs=utf-8_#)=en__

IBM InfoSphere Portfolio

IBM Training for InfoSphere – InfoSphere Support Criteria

How Measured: IBM InfoSphere requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. At the time of your annual review and in order to maintain their accredited status, you must have two (2) trained support resources on any subsequent release as they become available. Additionally, if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM InfoSphere portfolio class or online, self-paced training. You must complete 1 course from each of the qualifying components listed. A list of the qualifying training modules/tests is available on the “Apply” tab on the Software ValueNet web site, http://www.ibm.com/partnerworld/swvaluenet. Time Frame When Required: Prior to acceptance and then ongoing.

Access to InfoSphere Training InfoSphere self pace course are available through IBM Leaner Portal once you have acquired a IBM Leaner portal id. For your identified support resources, they can follow the outlined instructions provided below to obtain their ID: Please emal: [email protected] with IBM Learner Portal ID Requests, in the Subject line. Please include • your first and last name, • corporate email address, • Company name, city, and country. Please also include your IBM ID and your Partner relationship with IBM SWVN (e.g. IBM Support Providing Partner) Once you have received your ID, you can access the IBM Learner Portal @

http://eb90.elearn.ihost.com/wps/portal/ibm


NOTE: For scheduled classes, please contact your channel representative for enrollment instructions.

IBM Initiate Master Data Service Certification eligibility for existing IBM InfoSphere or IBM Initiate Support Providers or any net new Partners interested in applying for IBM Initiate Master Data Service products will find the details on the InfoSphere Support Provider “Apply” tab on the Software Value Plus web site, http://www.ibm.com/partnerworld/sofwarevalueplus. IBM Initiate MDS required self pace courses are available through IBM Leaner Portal once you have acquired a IBM Leaner portal id. For your identified support resources, they can follow the outlined instructions provided below to obtain their ID: Please email: [email protected] with IBM Learner Portal ID Requests, in the Subject line. Please include • your first and last name, • corporate email address, • Company name, city, and country. Please also include your IBM ID and your Partner relationship with IBM SWVN (e.g. IBM Support Providing Partner) Once you have received your ID, you can access the IBM Learner Portal @

http://eb90.elearn.ihost.com/wps/portal/ibm

Reviewing your Initiate Master Data Service status: Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile. Detailed instructions to









IBM Optim Portfolio IBM Optim Training Specific Support Criteria How Measured: IBM Optim requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. At the time of your annual review and in order to maintain their accredited status, you must have two (2) trained support resources on any subsequent release as they become available. Additionally, if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Optim portfolio class or online, self-paced training. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software ValueNet web site, http://www.ibm.com/partnerworld/swvaluenet. Time Frame When Required: Prior to acceptance and then ongoing.









SECTION 3 – DOING BUSINESS WITH IBM

Accessing IBM Learner Portal

In order to access the self pace course IBM Software Support Provider Delivering First

Level Support you will need to access the IBM Leaner Portal. In order to acquire an IBM

Learner portal id, please follow the below instructions:

Please email: [email protected] with IBM Learner Portal ID Requests, in the Subject line. Please include • your first and last name, • corporate email address,


• Company name, city, and country. Please also include your IBM ID and your Partner relationship with IBM SWVN (i.e. IBM Support Providing Partner)

Once you have received your id you can access IBM Learner Portal @

http://eb90.elearn.ihost.com/wps/portal/ibm.

If you already have a Learner Portal userid, sign in:

1. Go to http://eb90.elearn.ihost.com/wps/portal/ibm1 and sign in

2. Click "Preferences" in the left navigation menu

3. Click "Apply Access Code", and enter access code IMSupportTest

4. Select "Enrolled Courses", and click the "Refresh" link at the bottom of the list of

courses (not the browser refresh button).

5. You should now be enrolled in 205140 course code

For Help and Support:

For technical support using the IBM Learner Portal please contact [email protected]

Service Request (SR) - Web Support As a Support Provider submitting problems electronically and receiving web support can be done through IBM’s Service Request (SR) electronic problem submission web site. This capability allows you to put all pertinent information into the problem record saving you time and help with your problem resolution. � Submit and manage your problem records on demand � You as the Support Provider (not the end customer) have valid support entitlement on

your selected Software ValueNet portfolio product(s). � Use your IBM Number (ICN) and Password to enter the SR tool. � Your authorized support resources need to be listed on the authorized caller /user list.

The Primary Site Technical Contact (STC) or the Secondary Site Technical Contact (SSTC) can establish this list.

� Receive email notifications when updates are made to your problem record. View your closed problem records.

� Support Provider must communicate in English when using the SR tool To learn more about the SR tool and how to use the web submission tool go to Service Request (SR) Tool ibm.com/software/support/probsub.html Service Request Education ibm.com/software/support/sitetours.html

Contributing Knowledge to IBM’s Knowledge Base


Partners have the opportunity to both review and contribute to IBM knowledge. When working with end customers, the IBM knowledge base should be searched for content that will aid in resolving the issue at hand. If the appropriate knowledge is not found within the IBM knowledge base, partners are asked to contribute the knowledge that helped the end customer. All contributions which meet the minimum document quality standards will be added to the IBM knowledge base as Technotes and made available to all customers, partners and IBM employees. In order to contribute knowledge, Partners will need to access the Partner knowledge submission wiki on developerWorks. Once logged in, the Partner should refer to the document quality standards guidelines and accompanying examples found in the Resources section on the wiki. The contributing partner will then select the link to the appropriate product and use the template that follows to submit their knowledge. Submissions will not be reviewed until sufficient time has passed to allow for comments from other Partners to be reviewed and revisions to be made where necessary.

Accessing the wiki

1. In order to contribute new knowledge, access the wiki at http://www.ibm.com/developerworks/wikis/display/partnersubmitknowledge/Home.

2. You will be prompted to log in with your developerWorks ID to access this space. If you do not have a developerWorks ID yet, please click the Register link that appears just above and to the right of the login area to create an account (verify that this takes 24 hours to process)

Partner Knowledge Submission training tutorial of how to use the developerworks wiki: https://www.ibm.com/developerworks/wikis/display/partnersubmitknowledge/demo

Contacting IBM Support Center(s) Worldwide Worldwide list of IBM support center phone numbers http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html

Contacting IBM To contact the Software ValueNet Team in EMEA please send an email to: [email protected]


SECTION 4 – APPENDICES Appendix A - Software Subscription & Support Renewal Process Flow This process flow highlights the process for the Renewal process for Support Providers and their preferred VAD.

vad

support N

providing

partner

Y

renewal

sales N

team

ibm N

pricing

Y

IBM

customer Y

fulfillment Y

Quote is sent to

VAD and SPP,

ensure end

customer

information is

correct

SPP receives

po from end

customer and

submits po to

the VAD

SPP reviews IBM

quote--Quotes end

customer

special bid

needed?

SPP works with

Renewal Sales Rep

on pricing, if

appropriate

Revised quote sent

to VAD and SPP by

Renewal Sales Rep

PO received by

IBM for invoicing Firm

Order?

Send back proper

documentation

Order is

invoiced to VAD,

entitlements are

extended

Invoice receivedVAD submits po

to IBM via email

gateway/eOrder

VAD receives

quote from IBM

PoE Received

VAD receives

revised quote

from IBM.

Revised

Pricing

Approved?

SPP receives

quote from IBM

Included below is the revised process for LA and AP which indicates quote goes directly to VAD.


vad

support N

providing

partner

Y

renewal

sales N

team

ibm N

pricing

Y

IBM

customer Y

fulfillment Y

Quote is sent to

VAD-ensure end

customer

information is

correct

SPP receives

po from end

customer and

submits po to

the VAD

SPP Quotes end

customer special bid

needed?

SPP works with

Renewal Sales Rep

on pricing, if

appropriate

Revised quote sent

to VAD by Renewal

Sales Rep

PO received by

IBM for invoicing Firm

Order?

Send back proper

documentation

Order is

invoiced to VAD,

entitlements are

extended

Invoice receivedVAD submits po

to IBM via email

gateway/eOrder

VAD receives

quote from IBM,

notifies SPP

PoE Received

VAD receives

revised quote

from IBM.

Revised

Pricing

Approved?