IBM Software Support Information

IBM’s software support organization is a global network of centers with expertise across our broad product portfolio. The organization is made up of teams of individuals that work together to provide you with the responsive software support that you require. For complex problems, we have specialized, skilled product teams with access to the experts in our Development Laboratories, as required. Therefore, you have access to the right level of IBM expertise when you need it -- no matter where they are located. IBM Canada’s ibm.com Service Centre operates 24 hours a day, 365 days a year. The Centre is the entry point for hardware and software service requests for all IBM serviced products. Service calls can be placed by voice to our 1-800 service or via electronic call entry. Each year the ibm.com Service Centre receives over 350,000 hardware service calls for IBM and non-IBM machines. Our National RSC provides the highest level of technical expertise in Canada and they interface with the Product Engineering and development labs around the world to analyze and resolve software support. The RSC (Remote Support Centre) will utilize an online global problem/call management tool called RETAIN which is a system designed to track, manage and communicate software or complex problem call information, in addition to access a real-time symptom/fix knowledge management database for critical fixes and support information. The RETAIN tool is international and is an effective problem management and information repository as well as a communication vehicle. For a complete description of Support offerings and channels, please refer to the IBM Support Handbook, located at: ftp://ftp.software.ibm.com/software/server/handbook/webhndbk.pdf. Access to the ibm.com Service Centre 24 hours a day, 365 days a year for unlimited authorized callers is the standard offering which comes with an active Maintenance and Technical Support subscription on distributed and/or s/390 IBM software. The ibm.com Service Centre attendants and the automated systems quickly and accurately assess incoming service calls. Pre-defined customer profiles describe customer environments, equipment install base, contacts, phone numbers, addresses, special service instructions, service level criteria and IBM service representative assignments. Service calls are immediately dispatched to the appropriate service provider, including IBM service representatives, IBM RSC (Remote Support Centre), business partners and subcontractors, or customers’ own service groups. When IBM is contacted to place a service call, the service call request will be routed to a software support specialist.

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