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February 06
Please review this guide carefully as it contains important information regarding the service and support of your IBM and nonIBM products. Thank you for choosing IBM solutions!
We are committed to achieving a high level of client satisfaction, with quality-focused programs designed to provide services
that enhance the use of IBM products. As your solutions partner, we are dedicated to enabling your success.
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Table of Contents
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A service technician is scheduled to arrive at your location within two hours after
remote problem determination is completed. We provide service around the clock,
every day, including IBM holidays.
24x7x4 hour
A service technician is scheduled to arrive at your location within four hours after
remote problem determination is completed. We provide service around the clock,
every day, including IBM holidays.
9x5x4 hour
9x5/NBD
Service Levels
IBM onsite repair
(IOR)
IBM onsite
Exchange (IOE)
For more information on Warranty Service Upgrades and for a list of part numbers and pricing, please visit:
http://www.ibm.com/services/us/index.wss/offering/its/a1001480
Post-warranty Maintenance
If you have an IBM machine that is out of warranty, or if you have an existing warranty service upgrade (WSU) or
maintenance agreement that is about to expire, then post-warranty maintenance is right for you.
For many IBM products, you can select the level of service response you received during your product warranty and
extend the duration of the service with a maintenance agreement. Or you can improve your maintenance by selecting
the right maintenance service level for your business. We offer a variety of options, with coverage for both parts and
labor. The service level options depend on your specific product.
For more information on Post-warranty Maintenance and for a list of part numbers and pricing, please visit:
http://www.ibm.com/services/us/index.wss/offering/its/a1001505
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Online resources
In addition to the services described above, there is a wealth of information available online. This is ideal for downloading
updates, searching for common problems and understanding how products work and how to configure them. Online
resources are an essential component of the Technical Support coverage, but theyre not enough on their own. If youre
trying to resolve an obscure problem, or ask a specific question, we recommend that you leverage the software support
offerings for efficient problem-solving.
IBM also offers a set of free tools that you can download to assist in problem diagnosis, analysis and resolution. There are
over 10 comprehensive diagnostic tools designed to help keep your system productive. These tools can be reviewed and
downloaded from http://www.ibm.com/pc/support/site.wss/document.do?lndocid=SERV-TOOLS
For more information on all of the available online resources, please review the xSeries Client Support Plan at
http://www.ibm.com/support/techdocs/atsmastr.nsf/WebIndex/PRS245
For online support information for your system(s), please visit http://www.ibm.com/servers/eserver/support/
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- Define your technical question in specific terms and provide the version and release level of the product(s) in
question.
- If the operating system in question provides a tool to pull configuration information and log files, this information
may be requested.
Severity Levels
Severity 1
You are completely unable to use your business-critical hardware or operating system.
This applies to a production system environment that supports either your internal
business functions directly, or supports your clients directly. This does not apply to a
development, testing or staging environment.
Severity 2
You are able to use your business-critical hardware or operating system, but the
business-critical functions are severely limited.
Severity 3
You are able to use your business-critical hardware and software for your businesscritical functions, but other functions are unavailable or limited.
Severity 4
The problem has very little impact on business-critical operations or a workaround for
the problem has been found.
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- Option 1 - To Place a Service Call. This option should be used when placing new service calls. Once selected,
you will be prompted to enter the 4 digit Machine Type of the system you are reporting. This step helps identify
which Receive Call team your call should be routed to.
- Option 2 - To Check the Status of an Existing Service Call. This option should be used if you have previously
reported the issue and you are seeking a status. Once selected, you will be prompted to enter the 4 digit Machine
Type of the system you are reporting. This step helps identify which Receive Call team your call should be
routed to.
Once you have completed these selections, your call will be routed to a Call Receive agent, who will begin the call
creation process. As part of the call creation process, the agent will ask you a series of questions that will help identify
your record in our system and define the issue that you are experiencing. Following that, the agent will begin
troubleshooting the problem. You will be asked for the following details:
- Type of product. If a Machine Type was not entered in the phone menu system, or was entered incorrectly, the
agent will request information on the type of system that is showing the symptoms.
- Telephone Number. The area code and telephone number of the location where the service is requested.
- Account Name. This will be verified with the entitlement record and updated if inaccurate.
- Address. This is the address of the location where the service is requested. Note: Post Office Boxes will not be
accepted as an address.
- Contact Persons Name and Telephone Number. This is the contact information of the person that can be
contacted at the location of the failing system.
- System Serial Number. This is the serial number of the device/system that is causing problems.
Once this information has been gathered, the Agent will review the data with you to verify accuracy. They will then
create the Service Call record and provide you with the Service Call Number (ticket number). It is very important that
you retain this number until the call record is closed.
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- Machine Warranty Information. This document provides general warranty information, including the different
types of service, whats covered and whats not covered.
Electronic submission
IBM provides the ability to place and monitor hardware service requests electronically. This process can be used for
machines under warranty, IBM Maintenance Agreement or for requesting hourly billable services. If during our
entitlement process, your request is determined to be an hourly billable service request, IBM will contact you to
determine the appropriate handling of your service request.
To submit, update and view problem management record (PMR) electronically, please visit
http://www.ibm.com/support/us/ and select Open a service request from the left menu. The site will guide you through
the submission process.
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Is this a new or existing problem? If this is an existing problem, they will request the PMR number and
then route your call to the support technician working on your problem. Since the history of the issue is
recorded in the PMR, the technician can easily continue with the next action.
2.
Please provide your customer number or system serial number. For new problems, entitlement must be
performed, prior to any technical work. The agent will look up your support profile by searching on either your
customer number or your systems serial number. Your method for entitlement will depend on how you
purchased the support service:
3.
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RTS ServicePac clients are entitled by the serial number of the server/device. Note: For
BladeCenter calls, please use the serial number of each Blade and not the BladeCenter Chassis
serial number.
Support Line, Account Advocate, Enhanced Technical Support and Advanced Support clients are
entitled by their IBM Customer Number.
Which product are you calling in on? The answer to this question will determine which support center
receives your problem first. Hence, its important that you provide the Entitlement Agent with the name of the
product you believe is causing the problem or showing symptoms. Once the product name has been
provided, the Agent will look at your Entitlement Profile and ensure that you have coverage for the selected
product. Here are some examples of recommended product selection during the entitlement process:
-
Problem: How to configure RSA Adapter. Product = xSeries server family (e.g., xSeries 460)
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4.
What is the problem severity? The defined severity of your problem signifies the business impact of the
issue. This helps the Support Centers prioritize their workload, so that each clients problem is handled
accordingly. The severity of a problem can be changed at any time. Please refer to the Before Contacting
IBM section above for a definition of the severity levels.
5.
Please provide a problem description. Provide the Entitlement Agent with a brief description of the
problem/question. This will be documented in the PMR and will help identify the correct technician to work on
your issue.
Once the entitlement process is complete, your call and/or PMR will be routed to the appropriate Support Center for
problem determination.
Note: Account Advocate, Enhanced Technical Support and Advanced Support clients will follow a fast-path call flow
and entitlement process, when placing calls. At the commencement of the service, you will have been provided a Direct
Access Code (DAC), which you should use when calling 800-IBM-SERV. Simply enter your code after selecting option
2 and your call will be routed directly to your first point of contact.
Problem Determination
Problem determination is defined as the steps taken to discover the root cause of the computing problem. Doing
problem determination requires that the IBM technical support and/or the client follow an action plan which is created
by IBM technical support. Each step of problem determination is recorded in the PMR by IBM technical support so that
there is a history of what attempts have been made to resolve the problem.
IBM technical support will begin problem determination by reviewing the history and exact nature of the problem with
you. There are generally two ways to identify a technical problem - either by positive identification, or by process of
elimination. Positive identification is where a problem can be identified directly through evidence, without a need to
eliminate possible factors. Process of elimination is a debugging technique in which factors that could be causing the
problem are eliminated one by one until the factor that caused the problem can be more clearly identified. Various other
techniques are used for complex issues, including IBM problem recreation, remote debug, remote control and
system/network traces.
If it is determined that the root cause of the problem is due to the interactions of multiple products, IBM technical
support may involve people from different IBM support areas or non-IBM Vendors. Calling 1-800-IBM-SERV for that
one PMR number should allow you to communicate with any or all IBM entities involved in solving the problem in that
specific PMR.
Problem Resolution
The root cause of the problem may turn out to be one of three things:
- A known defect. If the problem is a known defect, IBM may be able to provide a fix for the problem, a
workaround, or a date that a fix may come out for the known problem.
- A new (previously unreported) defect. If the problem is a new defect, it will be registered internally to IBM as a
new defect, or to the non-IBM Vendor that owns the product code. For new defects reported to non-IBM vendors
(e.g., Microsoft, Red Hat, SUSE, VMware), IBM will report the failure, but responsibility for fixing the defect lies
with the Vendor. The technician that owns the PMR will be responsible for communicating the status of the defect
to the client at the appropriate time.
- Not a defect. If the problem is not defect-related, IBM technical support will attempt to help you correct the
problem. These calls would typically be resolved by answering how-to questions, resolving configuration issues,
providing guidance and referral to documentation. If the non-defect solution requires actions beyond the scope of
the IBM support center, you will be directed to other IBM resources to assist you.
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Through IBMs web interface, you can easily read the PMR updates made by IBM support personnel and respond with
your own updates. Voice PMRs can also be viewed, so you will be able to see all problem tickets that you have created
under your customer number.
To submit, update and view PMRs electronically, please visit http://www.ibm.com/support/us/ and select Open a
service request from the left menu. The site will guide you through account setup and problem submission.
Note: Electronic submission is not available to RTS ServicePac clients.
Handling difficulties
If your technical problem lies within the scope of your service, and yet adequate progress is not being made, you have
other avenues you can take to resolve the problem, including:
- Request that the severity of the PMR be increased. This request can be made to the technician working on
your issue, to the entitlement agent or to the duty manager (see below).
- Involve a Duty Manager. A duty manager's role is to listen to a client's needs and invoke whatever resources are
available to assist the client. The duty manager can be reached by calling 1-800-IBM-SERV and asking to speak
to a duty manager.
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System Information
- What is the failing product?
- What is the version and release number?
- What machine model, operating system, and version are running?
Problem Description/Symptoms
- What are the exact symptoms of the problem?
- What are the expected results?
- What statement or command is being used?
- What is or isnt happening, including exact error number and message text?
- Is anyone else experiencing the problem?
- Is this the first time this operation has been attempted?
- Is this the first time this problem has occurred?
- Can the problem be reproduced? If so, please provide a reproducible test case or instructions
on how to reproduce the error condition.
Environment
- When did this activity work last?
- What has changed since the activity last worked?
- If the problem does not occur every time, under what conditions does the problem not occur?
- Is any other software running on the system which may be in conflict with this product?
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Base Support
This table illustrates the primary differences between the Software Support (Remote Technical Support) Offerings.
Support Line
Account
Advocate
Enhanced
Technical
Support
Advanced
Support
Entitlement
Entitlement
Technical
Technical
Technical
Unlimited calls/incidents
Unlimited callers
RTS
ServicePac
Phone-based support
Electronic problem submission
Initial contact
Sev 1: 24x7
Sev 2,3,4: 9x5
9x5 or 24x7
(all severities)
9x5 or 24x7
(all severities)
24x7
24x7
Standard
Standard
Standard
Priority
Custom
Problem Management
Escalation Management
Basic
Enhanced
Custom
Basic
Enhanced
On site
Basic
Enhanced
Custom
General proactive
Supportability Reviews
ServicePac
ServiceElite
ServiceElite
ServiceElite
Custom SOW
None
None
Support Line
Support Line
None
1 or 3 year
Multi-year
Multi-year
Multi-year
Multi-year
Contract
Proactive
Account Management
Contracting Vehicle
Prerequisites
Term (duration)
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