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IBM Tealeaf Customer Experience, a customer experience management solution, helps optimize online business by eliminating obstacles that prevent successful conversions or completions of business processes

IBM United States Software Announcement 213-096
April 2, 2013

Table of contents
Overview Overview Publications Publications
Key prerequisites Key prerequisites Technical information Technical information
Planned availability date Planned availability date Ordering information Ordering information
Description Description Terms and conditions Terms and conditions
Product positioning Product positioning Prices Prices
Program number Program number  Order now Order now


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At a glance
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IBM® Tealeaf Customer Experience helps companies improve conversion rates, improve customer rating, increase mobile channel adoption, and reduce call center costs to service the online channel.

IBM Tealeaf allows companies to replay customers' web and mobile interactions to visually recreate their complete, actual experience.



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Overview
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IBM Tealeaf Customer Experience V8.7 is the first release of Tealeaf Technology, Inc. products by IBM .

IBM Tealeaf Customer Experience comprises several component products, all of which build on the IBM Tealeaf CX product platform and are delivered as on-premise software. The products, when used together, form an integrated, end-to-end solution for online customer experience management.

For information about the IBM Tealeaf Customer Experience products, visit

http://www.tealeaf.com/

For ordering, contact your IBM representative or an IBM Business Partner. For more information contact the Americas Call Centers at 800-IBM-CALL (426-2255). Reference: SE001



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Key prerequisites
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IBM Tealeaf CX V8.7 is a prerequisite for all of the IBM Tealeaf Customer Experience products:

In addition, the IBM Tealeaf cxView and IBM Tealeaf cxOverstat products also require IBM Tealeaf cxImpact.

For information about other technical requirements, refer to the Technical information section.



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Planned availability date
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April 2, 2013



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Description
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IBM Tealeaf Customer Experience empowers marketers to turn site visitors into repeat customers and loyal advocates by integrating a compelling experience throughout each customer's digital lifecycle.

IBM Tealeaf sets itself apart as a customer experience management (CEM) solution. It provides a comprehensive set of products to optimize the entire digital channel from the desktop website and mobile web and apps to the customer service department. After optimization, companies can increase their online conversation rates, raise customer retention rates, and improve customer satisfaction.

Customer experience management execution

Web and e-business are robust, powerful components of the modern economy. However, with rapid application deployment, increasingly complex environments, and dynamic new functionality, customers fail in their online experiences at alarming rates.

Businesses are challenged to understand their online customers' struggles. That challenge leads to startling levels of customer complaints and has many business impacts. When customers' expectations are not met, the business is at a competitive disadvantage.

Also, the influence of social media make it critical to address customer satisfaction issues, as swiftly as possible, before upset customers share their frustrations with the world.

Lack of visibility into these problems is the impetus for CEM. Many quantitative tools are insufficient to provide insight. Companies use web analytics, systems metrics, performance reports, and call logs to try to answer CEM questions. But, data points alone are insufficient and cannot replace qualitative analysis, which can show companies what the customer saw and did.

IBM Tealeaf Customer Experience, comprises several component products, all of which build on the IBM Tealeaf CX product platform. The IBM Tealeaf products form an integrated end-to-end solution for online CEM.

IBM Tealeaf CX

The IBM Tealeaf CX platform product provides a comprehensive data store of online customer information and is the engine for all IBM Tealeaf Customer Experience products. By using ground-breaking, patented technology, IBM Tealeaf CX captures customers' website interactions. From e-business and production support to customer service and compliance, IBM Tealeaf CX is a one-of-a-kind solution that delivers visibility into customers' online experiences.

For more information about IBM Tealeaf CX Platform, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxImpact

IBM Tealeaf cxImpact transforms the rich, customer experience dataset, captured by the IBM Tealeaf CX platform in real time, into visually replayable and searchable customer sessions. IBM Tealeaf cxImpact not only captures the page-by-page, browser-level record of each customer session, but also offers one-click access to all of the supporting HTTP(S) requests and response information for further technical analysis. By using IBM Tealeaf cxImpact to provide immediate customer visibility, businesses can detect, quantify, and resolve hidden issues and sources of customers' online struggles.

For more information about IBM Tealeaf cxImpact, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxView

IBM Tealeaf cxView aggregates the rich, customer-experience dataset of IBM Tealeaf cxImpact into executive-level dashboards, scorecards, and reports. In addition, IBM Tealeaf cxView includes an alert system that notifies and pinpoints the highest-impact sources of customer's website struggles. By directing attention to the issues that matter the most, businesses are empowered to take the necessary actions to optimize websites, reduce lost revenue, and recover customers.

For more information about IBM Tealeaf cxView, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxOverstat

IBM Tealeaf cxOverstat is a scalable, enterprise product that is capable of supporting extremely high-volume websites. IBM Tealeaf cxOverstat is integrated with IBM Tealeaf CEM solutions. This allows companies to identify struggle hot spots, optimize page content, and improve form conversion rates. IBM Tealeaf cxOverstat is an add on to the IBM Tealeaf CX product platform and the IBM Tealeaf cxImpact product.

For more information about IBM Tealeaf cxOverstat, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf CX Mobile

IBM Tealeaf CX Mobile helps businesses apply the power of the IBM Tealeaf CEM solutions to their mobile websites, native applications, and hybrid apps including support for HTML5. IBM Tealeaf CX Mobile gives businesses visibility that they did not previously have, helping them to deliver winning mobile applications and services. IBM Tealeaf CX Mobile is an add on to the IBM Tealeaf CX product platform.

For more information on IBM Tealeaf CX Mobile, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxReveal

IBM Tealeaf cxReveal uses the core functionality of the IBM Tealeaf CX product platform session replay and search functions. IBM Tealeaf cxReveal packages these functions into a simple, efficient interface for use by customer service representatives, sales associates, and marketing personnel. By using one-click retrieval, these users have instant access to both live and historic customer sessions, that originate from a customer relationship management (CRM) solution.

For more information on IBM Tealeaf cxReveal, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxConnect for Data Analytics

IBM Tealeaf cxConnect for Data Analysis allows businesses to integrate the IBM Tealeaf rich-customer-experience dataset with business intelligence or reporting applications to create a multichannel view of the customer for ongoing analysis. IBM Tealeaf cxConnect for Data Analytics requires the IBM Tealeaf CX product platform and the IBM Tealeaf cxImpact product.

For more information about IBM Tealeaf cxConnect for Data Analytics, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxConnect for Web Analytics

IBM Tealeaf cxConnect for Web Analytics allows businesses to integrate the IBM Tealeaf rich-customer-experience dataset with web analytics applications to help uncover trends or anomalies, such as a difference in conversion rates between two time periods or customer segments. Web analysts will be able to see the actual customers behind these trends and investigate why individual online customers succeed or fail. IBM Tealeaf cxConnect for Web Analytics requires the IBM Tealeaf CX product platform and the IBM Tealeaf cxImpact product.

For more information on IBM Tealeaf cxConnect for Web Analytics, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

IBM Tealeaf cxConnect for Voice of Customer

IBM Tealeaf cxConnect for Voice of Customer (VOC) allows businesses to integrate the IBM Tealeaf rich-customer-experience dataset with any VOC application. Businesses use VOC technologies to understand online customers' perspectives and gather customer feedback. When trying to uncover why customers provide specific feedback, companies can use the integration with IBM Tealeaf to review the actual feedback experience of those customers. This visibility provides full context around the feedback experience and helps business to effectively refine their responses.

For more information about IBM Tealeaf cxConnect for Voice of Customer, visit the IBM Tealeaf website and select Products.

http://www.tealeaf.com/

Accessibility by people with disabilities

A US Section 508 Voluntary Product Accessibility Template (VPAT) containing details on accessibility compliance can be requested at

http://www.ibm.com/able/product_accessibility/index.html


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Product positioning
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IBM Tealeaf Customer Experience, a customer experience management solution, consists of the following:

Customer behavior analysis

Improving online customer experience is a top priority for many organizations and customer behavior analysis suite products are created with this goal in mind. By utilizing IBM Tealeaf cxImpact and IBM Tealeaf cxView in concert, companies have both the quantitative data, as well as the qualitative experience information necessary to understand customers true experiences -- information that is foundational to conducting customer behavior analysis. With IBM Tealeaf CX Mobile, companies can also optimize the mobile channel with capture, storage, and analysis of mobile user experiences. With IBM Tealeaf cxOverstat, companies can strengthen understanding of customers' intentions through highly visual and analytic site overlays.

Customer service optimization

With online competitors just a click away, companies must distinguish themselves through superior customer service. For example, ensuring a smooth transition when a customer moves from an online channel to an offline channel. IBM Tealeaf cxReveal helps businesses to provide valuable assistance to their online customers.

Customer service optimization helps to bridge the gap between contact centers and the day-to-day operations of the website so that customer service representatives are fully equipped to respond effectively to the needs of the multichannel customer. With the visual evidence that IBM Tealeaf provides, customer service reps have the full context to understand why a given customer did or did not successfully complete a website process. Armed with this information, customer service teams can increase first-call resolution rates, and reduce costly escalations.

Mobile CEM

IBM Tealeaf CX Mobile helps businesses apply the power of the industry-leading, IBM Tealeaf CEM solutions to their mobile websites, native applications, and hybrid apps including support for HTML5. IBM Tealeaf CX Mobile gives businesses visibility to the online customers' experience, enabling them to deliver winning mobile services. IBM Tealeaf CX Mobile is an add on to the IBM Tealeaf CX product platform.

cxConnect integration solutions

IBM Tealeaf cxConnect products provide seamless integration with other business applications, that include business intelligence, web analytics, and voice of customer solutions. As the only solution capable of capturing all the data about online customers, the IBM Tealeaf rich-customer-experience dataset is critical to successful, cross-channel analysis and website optimization.

To learn more about IBM Tealeaf Customer Experience, visit

http://www.tealeaf.com/


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Reference information
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For information about IBM Enterprise Marketing Management products, refer to Software Announcement 213-008, dated January 15, 2013.



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Program number
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Program
number      VRM      Program name

5725-K23    8.7      IBM Tealeaf Customer Experience


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Education support
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The IBM Software Training team offers a portfolio of education services to help customers and IBM Business Partners successfully deploy and use IBM Enterprise Marketing Management solutions, including IBM Tealeaf Customer Experience. By building organizational skills and accelerating solution adoption, education plays a key role in ensuring that customers are able to receive the maximum benefit from their investment.

IBM curriculum provides a unique training value built on exclusive product knowledge direct from IBM developers cemented with expert instructors and flexible time and cost saving training options. The IBM Software Training team works closely with product developers and services organizations to ensure that the courses we offer provide the most current technical and product information.

Our courses place an emphasis on the advanced knowledge and insight that only these sources can provide. IBM draws from a deep pool of technical experience in the development of our courses and passes that knowledge on to our students.

To learn more about IBM Tealeaf and other Enterprise Marketing Management courses, along with descriptions, locations, and availability, please access the following site where you'll find a link to the IBM Training Worldwide site. Select your country, and then click on IBM Training Online Catalog to find specific courses for your area of interest.

http://www.ibm.com/training/

For course descriptions, locations, and availability dates, visit

http://www.ibm.com/training/

Select "Training search - global" and search for "TBD" or call 800-IBM-TEACH (800-426-8322).



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Offering Information
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Product information is available via the Offering Information website

http://www.ibm.com/common/ssi

Also, visit the Passport Advantage® website

http://www.ibm.com/software/passportadvantage


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Publications
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For IBM Tealeaf Customer Experience V8.7, product documentation is available at

https://community.tealeaf.com

IBM Tealeaf customers are provided one login account for the IBM Tealeaf community website. Customer users who require access to the website can register for an individual account.



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Technical information
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Specified operating environment

Hardware requirements

Network hardware for IBM Tealeaf

Network switch SPAN ports - To non-intrusively forward application session data to IBM Tealeaf CX for capture and processing, network switch SPAN ports must be made available between the visitor web browser and the server hosting your web application.

Linux™ server for Passive Capture application

Recommended hardware:

Minimum hardware:


Note: IBM Tealeaf supports hardware accelerator cards from the following vendors: Thales (nCipher), eSecurity, and Cavium.
Software requirements

Linux server for Passive Capture application

Supported operating systems and versions:


Note: For supported operating system versions, service packs might be required.

Windows™ server for other IBM Tealeaf servers

For all Windows-based servers hosting IBM Tealeaf software, 64-bit processors are required.

Web browsers clients


Note: The IBM Tealeaf cxOverstat product requires web browser support for HTML5.

Support for virtualized server environments

Some IBM Tealeaf server components can be installed into virtualized environments. For more information, contact IBM Tealeaf professional services.

The program's specifications and specified operating environment information may be found in documentation accompanying the program, if available, such as a README file, or other information published by IBM , such as an announcement letter. Documentation and other program content may be supplied only in the English language.

Planning information

Software Subscription and Support (also referred to as Software Maintenance) is included with licenses purchased through Passport Advantage and Passport Advantage Express® . Product upgrades and technical support are provided by the Software Subscription and Support (Software Maintenance) offering as described in the agreements. Product upgrades provide the latest versions and releases to entitled software, and technical support provides voice and electronic access to IBM support organizations, worldwide.

IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with each program license acquired. The initial period of Software Subscription and Support (Software Maintenance) can be extended by the purchase of a renewal option, if available.

For Support details, refer to the Support Handbook at

http://www-304.ibm.com/support/customercare/sas/f/handbook/home.html

On the Software Support Handbook home page, select Acquisitions, and then Tealeaf.

Packaging

The products detailed in this announcement will be available in both electronic software distribution (ESD) and packaged formats. Physical media is delivered on DVDs.

The multiplatform, multilingual media packs listed in the table below apply to the IBM Tealeaf Customer Experience (5725-K23) product offerings.

                                                  Part
Program name and description                      number
 
IBM Tealeaf CX V8.7                               BN004ML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxImpact V8.7                         BN00CML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxView v8.7                           BN02JML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxOverstat V8.7                       BN02KML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxReveal V8.7                         BN02LML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxConnect for Data Analysis V8.7      BN02MML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxConnect for Web Analytics V8.7      BN02NML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf cxConnect for Voice of Customer V8.7  BN02PML
    Multiplatform Multilingual Media Pack
 
IBM Tealeaf CX Mobile V8.7
    Multiplatform Multilingual Media Pack         BN02QML
 

This program, when downloaded from a website, contains the applicable IBM license agreement and License Information, if appropriate, and will be presented for acceptance at the time of installation of the program. For future reference, the license and License Information will be stored in a directory such as LICENSE.TXT.



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Software Services
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IBM Software Services has the breadth, depth, and reach to manage your services needs. You can leverage the deep technical skills of our lab-based, software services team and the business consulting, project management, and infrastructure expertise of our IBM Global Services team. Also, we extend our IBM Software Services reach through IBM Business Partners to provide an extensive portfolio of capabilities. Together, we provide the global reach, intellectual capital, industry insight, and technology leadership to support a wide range of critical business needs.

To learn more about IBM Software Services or to contact a Software Services sales specialist, visit

http://www.ibm.com/software/sw-services/


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Ordering information
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This product is only available via Passport Advantage . It is not available as shrinkwrap.

These products may only be sold directly by IBM or by authorized IBM Business Partners for Software Value Plus.

For more information about IBM Software Value Plus, visit

http://www.ibm.com/partnerworld/page/svp_authorized_portfolio

To locate IBM Business Partners for Software Value Plus in your geography for a specific Software Value Plus portfolio, visit

http://www.ibm.com/partnerworld/wps/bplocator/
Product Group:  IBM Tealeaf
 
     Product      Product
     identifier   identifier description
     
     5725-K23     IBM Tealeaf Customer Experience
 
 
Product Category:  Customer Experience Management
 
Charge metric
Program name            PID number   Charge metric
 
IBM Tealeaf Customer    5725-K23     Authorized User
Experience                           Resource Value Unit 

Authorized User

Authorized User is a unit of measure by which the program can be licensed. An Authorized User is a unique person who is given access to the program. The program may be installed on any number of computers or servers and each Authorized User may have simultaneous access to any number of instances of the program at one time. Licensee must obtain separate, dedicated entitlements for each Authorized User accessing the program in any manner directly or indirectly (for example, via a multiplexing program, device, or application server) through any means. An entitlement for an Authorized User is unique to that Authorized User and may not be shared, nor may it be reassigned other than for the permanent transfer of the Authorized User entitlement to another person.

Note: Some programs may be licensed where devices are considered users. In that case, the following applies. Any computing device that requests the execution of or receives for execution a set of commands, procedures, or applications from the program or that is otherwise managed by the program is considered a separate user of the program and requires an entitlement as if that device were a person.

Resource Value Unit (RVU)

RVU is a unit of measure by which the program can be licensed. RVU Proofs of Entitlement are based on the number of units of a specific resource used or managed by the program. Licensee must obtain sufficient entitlements for the number of RVUs required for licensee's environment for the specific resources as specified in the program specific table. RVU entitlements are specific to the program and the type of resource and may not be exchanged, interchanged, or aggregated with RVU entitlements of another program or resource. Refer to the program specific RVU table.

Notes

Passport Advantage

IBM Tealeaf Customer Experience (5725-K23)

                                                      Part
Program name and description                          number

IBM Tealeaf CX Authorized User License +              D0YERLL
    SW Subscription & Support - 12 months
 
IBM Tealeaf CX Authorized User Annual SW              E0GVZLL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf CX Authorized User SW Subscription        D0YEQLL
    & Support Reinstatement - 12 months
 
IBM Tealeaf CX Resource Value Unit License +          D0YEMLL
    SW Subscription & Support - 12 months
 
IBM Tealeaf CX Resource Value Unit Annual SW          E0GVXLL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf CX Resource Value Unit SW Subscription    D0YELLL
    & Support Reinstatement - 12 months
 
IBM Tealeaf CX V8.7                                   BN004ML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxImpact Resource Value Unit License +    D0YEXLL
    SW Subscription & Support - 12 months
 
IBM Tealeaf cxImpact Resource Value Unit Annual SW    E0GW2LL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf cxImpact Resource Value Unit SW           D0YEWLL
    Subscription & Support Reinstatement -
    12 months
 
IBM Tealeaf cxImpact V8.7                             BN00CML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxView Resource Value Unit License +      D0YF3LL
    SW Subscription & Support - 12 months
 
IBM Tealeaf cxView Resource Value Unit Annual SW      E0GW5LL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf cxView Resource Value Unit SW             D0YF2LL
    Subscription & Support Reinstatement -
    12 months
 
IBM Tealeaf cxView v8.7                               BN02JML
    Multiplatform Multilingual Media Pack 
IBM Tealeaf cxOverstat Resource Value Unit License +  D0YEILL
    SW Subscription & Support - 12 months
 
IBM Tealeaf cxOverstat Resource Value Unit Annual SW  E0GVVLL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf cxOverstat Resource Value Unit SW         D0YEHLL
    Subscription & Support Reinstatement -
    12 months
 
IBM Tealeaf cxOverstat V8.7                           BN02KML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxReveal Authorized User License +        D0YEVLL
    SW Subscription & Support - 12 months
 
IBM Tealeaf cxReveal Authorized User Annual SW        E0GW1LL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf cxReveal Authorized User SW Subscription  D0YEULL
    & Support Reinstatement - 12 months
 
IBM Tealeaf cxReveal Resource Value Unit License +    D0YEZLL
    SW Subscription & Support - 12 months
 
IBM Tealeaf cxReveal Resource Value Unit Annual SW    E0GW3LL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf cxReveal Resource Value Unit SW           D0YEYLL
    Subscription & Support Reinstatement -
    12 months
 
IBM Tealeaf cxReveal V8.7                             BN02LML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxConnect for Data Analysis Resource      D0YETLL
    Value Unit License + SW Subscription &
    Support - 12 months
 
IBM Tealeaf cxConnect for Data Analysis Resource      E0GW0LL
    Value Unit Annual SW Subscription &
    Support Renewal - 12 months
 
IBM Tealeaf cxConnect for Data Analysis Resource      D0YESLL
    Value Unit SW Subscription & Support
    Reinstatement - 12 months
 
IBM Tealeaf cxConnect for Data Analysis V8.7          BN02MML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxConnect for Web Analytics Resource      D0YF1LL
    Value Unit License + SW Subscription &
    Support - 12 months
 
IBM Tealeaf cxConnect for Web Analytics Resource      E0GW4LL
    Value Unit Annual SW Subscription &
    Support Renewal - 12 months
 
IBM Tealeaf cxConnect for Web Analytics Resource      D0YF0LL
    Value Unit SW Subscription & Support
    Reinstatement - 12 months
 
IBM Tealeaf cxConnect for Web Analytics V8.7          BN02NML
    Multiplatform Multilingual Media Pack
IBM Tealeaf cxConnect for Voice of Customer           D0YEPLL
    Resource Value Unit License + SW
    Subscription & Support - 12 months
 
IBM Tealeaf cxConnect for Voice of Customer           E0GVYLL
    Resource Value Unit Annual SW Subscription
    & Support Renewal - 12 months
 
IBM Tealeaf cxConnect for Voice of Customer           D0YENLL
    Resource Value Unit SW Subscription &
    Support Reinstatement - 12 months
 
IBM Tealeaf cxConnect for Voice of Customer V8.7      BN02PML
    Multiplatform Multilingual Media Pack
IBM Tealeaf CX Mobile Resource Value Unit License     D0YEKLL
    + SW Subscription & Support - 12 months
 
IBM Tealeaf CX Mobile Resource Value Unit Annual SW   E0GVWLL
    Subscription & Support Renewal - 12 months
 
IBM Tealeaf CX Mobile Resource Value Unit SW          D0YEJLL
    Subscription & Support Reinstatement -
    12 months
 
IBM Tealeaf CX Mobile V8.7                            BN02QML
    Multiplatform Multilingual Media Pack

Pricing

The pricing for the IBM Tealeaf CX and IBM Tealeaf cxReveal chargeable components is based on both Authorized User and Resource Value Unit (RVU). Authorized User and RVU entitlements are not alternative means for licensing the program. Licensee must obtain sufficient Authorized User entitlements to cover the users of the program as well as the appropriate number of RVU entitlements for the relevant Interactions.

For all other IBM Tealeaf chargeable components, pricing is by Resource Value Unit (RVU) only. The following describes each charge metric.

Authorized User

Authorized User is a unit of measure by which the program can be licensed. An Authorized User is a unique person who is given access to the program. The program may be installed on any number of computers or servers and each Authorized User may have simultaneous access to any number of instances of the program at one time. Licensee must obtain separate, dedicated entitlements for each Authorized User given access to the program in any manner directly or indirectly (for example: via a multiplexing program, device, or application server) through any means. An entitlement for an Authorized User is unique to that Authorized User and may not be shared, nor may it be reassigned other than for the permanent transfer of the Authorized User entitlement to another person.

Resource Value Unit (RVU)

Resource Value Unit (RVU) is a unit of measure by which the program can be licensed. RVU Proofs of Entitlement are based on the number of units of a specific resource used or managed by the program. Licensee must obtain sufficient entitlements for the number of RVUs required for Licensee's environment for the specific resources as specified in the table below. RVU entitlements are specific to the program and the type of resource and may not be exchanged, interchanged, or aggregated with RVU entitlements of another program or resource.

The Resource for the purpose of the RVU calculation is one Million Monthly Interactions (MMI). The number of Interactions for any month is the total number of Interactions captured by the program in that month. Licensee must obtain sufficient entitlements to cover the highest average number of Monthly Interactions in any consecutive three (3) month period.

An Interaction for the purpose of this program is a digital interaction with an application that consists of a request and response pair ("Hit") over http or https (such as HTML or XML) captured by the program and does not include Hits generated by the programs Capture SDKs unless those Hits contain mobile application screen view changes.

Resource Value Unit Conversion Table

From 1 to 2 Resources, 1.00 RVU per Resource
From 3 to 5 Resources, 2 RVUs plus 0.90 RVUs per Resource above 2
From 6 to 10 Resources, 4.7 RVUs plus 0.80 RVUs per Resource above 5
From 11 to 20 Resources, 8.7 RVUs plus 0.70 RVUs per Resource above 10
From 21 to 35 Resources, 15.7 RVUs plus 0.60 RVUs per Resource above 20
From 36 to 50 Resources, 24.7 RVUs plus 0.45 RVUs per Resource above 35
For more than 50 Resources, 31.45 RVUs plus 0.30 RVUs per Resource above 50


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Terms and conditions
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The information provided in this announcement letter is for reference and convenience purposes only. The terms and conditions that govern any transaction with IBM are contained in the applicable contract documents such as the IBM International Program License Agreement, IBM International Passport Advantage Agreement, and the IBM Agreement for Acquisition of Software Maintenance.

This product is only available via Passport Advantage . It is not available as shrinkwrap.

Licensing

IBM International Program License Agreement including the License Information document and Proof of Entitlement (PoE) govern your use of the program. PoEs are required for all authorized use. Part number products only, offered outside of Passport Advantage , where applicable, are license only and do not include Software Maintenance.

This software license includes Software Subscription and Support (also referred to as Software Maintenance).

These programs are licensed under the IBM Program License Agreement (IPLA) and the associated Agreement for Acquisition of Software Maintenance, which provide for support with ongoing access to releases and versions of the program. IBM includes one year of Software Subscription and Support (also referred to as Software Maintenance) with the initial license acquisition of each program acquired. The initial period of Software Subscription and Support (also referred to as Software Maintenance) can be extended by the purchase of a renewal option, if available. These programs have a one-time license charge for use of the program and an annual renewable charge for the enhanced support that includes telephone assistance (voice support for defects during normal business hours), as well as access to updates, releases, and versions of the program as long as support is in effect.

For Support details, refer to the Support Handbook at

http://www-304.ibm.com/support/customercare/sas/f/handbook/home.html

On the Software Support Handbook home page, select Acquisitions, and then Tealeaf.

License Information form number

License information form numbers for IBM Tealeaf Customer Experience products:

Product     Product                              License
identifier  name                                 Instruction ID
 
5725-K23    IBM Tealeaf CX                       L-PLES-8YNN3M
5725-K23    IBM Tealeaf cxImpact                 L-PLES-8ZDL2K
5725-K23    IBM Tealeaf cxView                   L-PLES-8ZNSNH
5725-K23    IBM Tealeaf cxOverstat               L-PLES-8ZNSQ7
5725-K23    IBM cxReveal                         L-PLES-8ZNSK4
5725-K23    IBM cxConnect for Data Analysis      L-PLES-8ZNSRX
5725-K23    IBM cxConnect for Web Analytics      L-PLES-8ZNSTQ
5725-K23    IBM cxConnect for Voice of Customer  L-PLES-8ZNSVC
5725-K23    IBM CX Mobile                        L-PLES-8ZNSWM

The program's License information will be available for review on the IBM Software License Agreement Web site

http://www.ibm.com/software/sla/sladb.nsf
Limited warranty applies

Yes

Limited warranty

IBM warrants that when the program is used in the specified operating environment, it will conform to its specifications. The warranty applies only to the unmodified portion of the program. IBM does not warrant uninterrupted or error-free operation of the program or that IBM will correct all program defects. You are responsible for the results obtained from the use of the program.

IBM provides you with access to IBM databases containing information on known program defects, defect corrections, restrictions, and bypasses at no additional charge. For further information, consult the IBM Software Support Handbook found at

http://www.ibm.com/support/handbook

IBM will maintain this information for at least one year after the original licensee acquires the program (warranty period).

Program technical support

Technical support of a program product version or release will be available for a minimum of five years from the general availability date, as long as your Software Subscription and Support (also referred to as Software Maintenance) is in effect. This technical support allows you to obtain assistance (via telephone or electronic means) from IBM for product-specific, task-oriented questions regarding the installation and operation of the program product. Software Subscription and Support (Software Maintenance) also provides you with access to updates (modifications or fixes), releases, and versions of the program. You will be notified, via announcement letter, of discontinuance of support with 12 months' notice. If you require additional technical support from IBM , including an extension of support beyond the discontinuance date, contact your IBM representative or IBM Business Partner. This extension may be available for a fee.

Money-back guarantee

If for any reason you are dissatisfied with the program and you are the original licensee, you may obtain a refund of the amount you paid for it, if within 30 days of your invoice date you return the program and its PoE to the party from whom you obtained it. If you downloaded the program, you may contact the party from whom you acquired it for instructions on how to obtain the refund.

For clarification, note that (1) for programs acquired under the IBM International Passport Advantage offering, this term applies only to your first acquisition of the program and (2) for programs acquired under any of IBM's On/Off Capacity on Demand (On/Off CoD) software offerings, this term does not apply since these offerings apply to programs already acquired and in use by you.

Volume orders (IVO)

No

IBM International Passport Advantage Agreement
Passport Advantage applies

Yes, and through the Passport Advantage website at

http://www.ibm.com/software/passportadvantage
Software Subscription and Support applies

Yes. Software Subscription and Support (also referred to as Software Maintenance) is included with licenses purchased through Passport Advantage and Passport Advantage Express . Product upgrades and Technical Support are provided by the Software Subscription and Support offering as described in the Agreements. Product upgrades provide the latest versions and releases to entitled software and Technical Support provides voice and electronic access to IBM support organizations, worldwide.

IBM includes one year of Software Subscription and Support with each program license acquired. The initial period of Software Subscription and Support can be extended by the purchase of a renewal option, if available.

While your Software Subscription and Support is in effect, IBM provides you assistance for your routine, short duration installation and usage (how-to) questions, and code-related questions. IBM provides assistance via telephone and, if available, electronic access, only to your information systems (IS) technical support personnel during the normal business hours (published prime shift hours) of your IBM support center. (This assistance is not available to your end users.) IBM provides Severity 1 assistance 24 hours a day, 7 days a week. For additional details, consult your IBM Software Support Handbook at

http://www.ibm.com/support/handbook

Software Subscription and Support does not include assistance for the design and development of applications, your use of programs in other than their specified operating environment, or failures caused by products for which IBM is not responsible under the applicable agreements.

For additional information about the International Passport Advantage Agreement and the IBM International Passport Advantage Express Agreement, visit the Passport Advantage website at

http://www.ibm.com/software/passportadvantage
System i Software Maintenance applies

No

Variable charges apply

No

Educational allowance available

Not applicable.



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Top rule
Statement of good security practices
Bottom rule

IT system security involves protecting systems and information through prevention, detection, and response to improper access from within and outside your enterprise. Improper access can result in information being altered destroyed or misappropriated or can result in misuse of your systems to attack others. Without a comprehensive approach to security, no IT system or product should be considered completely secure and no single product or security measure can be completely effective in preventing improper access. IBM systems and products are designed to be part of a comprehensive security approach, which will necessarily involve additional operational procedures, and may require other systems, products, or services to be most effective. IBM does not warrant that systems and products are immune from the malicious or illegal conduct of any party.



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Top rule
Prices
Bottom rule

For all local charges, contact your IBM representative.

Passport Advantage

For Passport Advantage information and charges, contact your IBM representative or authorized IBM Business Partner for Software Value Plus. Additional information is also available at

http://www.ibm.com/software/passportadvantage

IBM Global Financing

IBM Global Financing offers competitive financing to credit-qualified customers to assist them in acquiring IT solutions. Offerings include financing for IT acquisition, including hardware, software, and services, from both IBM and other manufacturers or vendors. Offerings (for all customer segments: small, medium, and large enterprise), rates, terms, and availability can vary by country.Contact your local IBM Global Financing organization or visit

http://www.ibm.com/financing

IBM Global Financing offerings are provided through IBM Credit LLC in the United States, and other IBM subsidiaries and divisions worldwide to qualified commercial and government customers. Rates are based on a customer's credit rating, financing terms, offering type, equipment type, and options, and may vary by country. Other restrictions may apply. Rates and offerings are subject to change, extension, or withdrawal without notice.

Financing from IBM Global Financing helps you preserve cash and credit lines, enables more technology acquisition within current budget limits, permits accelerated implementation of economically attractive new technologies, offers payment and term flexibility, and can help match project costs to projected benefits. Financing is available worldwide for credit-qualified customers.

For more financing information, visit

http://www.ibm.com/financing


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Top rule
Order now
Bottom rule

To order, contact the Americas Call Centers or your local IBM representative, or your IBM Business Partner.

To identify your local IBM representative or IBM Business Partner, call 800-IBM-4YOU (426-4968).

Phone:      800-IBM-CALL (426-2255)
Fax:        800-2IBM-FAX (242-6329)
Internet:   callserv@ca.ibm.com
Mail:       IBM Teleweb Customer Support
            ibm.com® Sales Execution Center, Americas North
            3500 Steeles Ave. East, Tower 3/4
            Markham, Ontario
            Canada
            L3R 2Z1

Reference: SE001

The Americas Call Centers, our national direct marketing organization, can add your name to the mailing list for catalogs of IBM products.


Note: Shipments will begin after the planned availability date.

IBM Software Value Plus

These products are available directly from IBM , or under IBM Software Value Plus through authorized Business Partners who invest in skills and high-value solutions. IBM customers may benefit from the industry-specific or horizontal solutions, skills, and expertise provided by these Business Partners.

Additions to Software Value Plus will be communicated through standard product announcements. For a current list of IBM software available under Software Value Plus, visit

http://www.ibm.com/partnerworld/page/svp_authorized_portfolio_criteria

For questions regarding Software Value Plus, visit

http://www.ibm.com/partnerworld/page/svp_authorized_portfolio_contacts
Trademarks

IBM, Passport Advantage, Express and ibm.com are registered trademarks of IBM Corporation in the United States, other countries, or both.

Linux is a registered trademark of Linus Torvalds in the United States, other countries, or both.

Intel is a trademark of Intel Corporation or its subsidiaries in the United States and other countries.

Windows and Microsoft are trademarks of Microsoft Corporation in the United States, other countries, or both.

Other company, product, and service names may be trademarks or service marks of others.

Terms of use

IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only. Additional terms of use are located at:

http://www.ibm.com/legal/us/en/

For the most current information regarding IBM products, consult your IBM representative or reseller, or visit the IBM worldwide contacts page

http://www.ibm.com/planetwide/us/

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