Enhanced Technical Support

IBM Global Technology Services

© 2007 IBM Corporation

IBM Enhanced Technical Support presentation



Agenda

– Software Call Handling

– Hardware Call Handling

– ETS

– Questions



Call Handling :Team Approach

Customer

Product Labs

Support Specialists•Broader platform/product specific in-depth skills•Handle call, own and progress problem resolution

Front End

Service Centre

Call Agent•Basic information•Entitlement checks

European Front EndVirtual Teams

World WideBack End

Transfer of Investigation

Two Way Communication

Field Engineer

•On-site Repair

Technical Specialists•Narrower product/area specific in-depth skills •Further progress technical investigation/resolution

Virtual Front End



Example of Hardware Maintenance Service Remote Fix

Entitlement & Validation

Checks Contract EntitlementApplies SLA to call

Receives Initial call into Call Management System RCMSCall Reference Number Assigned and time stamped

1st Call back fromPlatform based Specialist. Technical DiscussionConfirmation of problem.Specialist attempt Remote fixProblem DeterminationProduce Action Plan

Front Office

ESC+ Web callOr Machine RSF call

Problem Resolved Remotely

Customer CallPlacement

Customer CallReceipt

Front Office



Working with IBM Support

Place a call for support (Service Request)

– Established methods

• Electronic (Using the web interface)

• Support Portal • ESC+ & ESA• Voice

– Essential initial information…

• IBM Customer Number 0627250 and 0627220

• Machine Type, Serial Number• Outline problem description, Suspected component area• Appropriate Severity• Your Name and Contact Details

Work with the IBM support team to provide information on the system, problem and/or failing component

– This may include…

• Capturing documentation at the time of the problem• Formatting output from a trap or trace• Sending information to the support team• Obtaining, applying, removing and testing fixes to ensure suitability • Installing later releases where fixes cannot be retrofitted into earlier code



Choosing Call Severity - Software

Severity 1 2 3

Response Target*

2 hours (30 min for ETS) 2 hours 2 hours

Criteria System Unavailable

Critical business impact. Indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. A 24x7 customer contact is required at all times for Severity 1 issues.

Major function unavailable

Significant business impact. Indicates the program is usable but is severely limited

3 Minor deviation from normal service

Some business impact. Indicates the program is usable and is less severely limited, i.e. features not critical to business operations are unavailable or problems being experienced are minor.

*please note these are not SLAs 2 Hours response target for all severity (ETS sev1 30 min)



How to get the most out of your support contract

Contact support as soon as it is apparent there is a problem

Ensure contact details are kept current

Ensure a 24x7 contact is available for severity 1 issues

Let us know if there are any deadlines which the issue is impacting

Collect all requested data and provide these as soon as possible – please ensure the data covers the period when the problem occurred.

Ask us if any instructions are unclear

Let us know if change management procedures may restrict or delay applying fixes/corrective actions



ETS



30 Minute Response

Crit Sit Management

PMR Escalation

Regular Review Calls with named Account Advocate (standard ETS only)

Tailored Service Report that can include: -

•PMR Report – open & closed PMR’s / SLA Performance

•Performance Management Reports

•Maintenance Level Comparison Report (MCLR)

No demarcation between HW & SW Support Calls

Seamless transfer between IBM HW & SW Support Organisations

Proactive Service Integrated Service Reactive Response

ETS :



Enhanced Technical Support complements and enhances the basic IBM support offerings, such as IBM Software Maintenance,

IBM SupportLine and IBM Hardware Maintenance

Enhanced Technical Support

IBMSupportLine

IBMSoftware

Maintenance

IBM HWMaintenanceor warranty

Prerequisites



Primary Contact

Monthly Reports

Proactive Technical Information

Review Calls

Planned Outage Preparation

Problem Management

Critical Call Monitoring

30 Minutes response to sev1s

Rapid PD response

Regular contact

Customer Days

H/W Break Fix

S/W Break Fix

Base Support

ET

S B

enef

its



ETS Contact Details

Bronach Bromley

Direct email address : [email protected]

Direct number : +44 (0) 2392289644ETS Taskid : [email protected]

Telephone Support Number : 0870 0101952 – select from following option:

1 – Support line/Passport Advantage/IBM Software Maintenance2 – Enhanced Technical Support3 – IBM Advanced Support4 – IBM Solutions Support5 – How to support on Storage and SAN products & RTS and Support line6 – Hardware (alternatively 08705 500900)



THANK YOU