Algorithmics Customer Center

Transition Resources for IBM Algorithmics Customers and Business Partners


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Attention: All Algo Financial Modeler Customers and Business Partners

Changes to IBM Algo Financial Modeler Support

World Wide Technical Support for Algo Financial Modeler customers and business partners has now transitioned to IBM Support Systems and processes. All other product suite technical support (Algo Assist, Algo Risk Service, Algo FIRST) remains unchanged at this time.

On October 21, 2011, IBM announced the closing of its acquisition of Algorithmics. Algorithmics provides software and services for improved business insights at banks, investment and insurance organizations to assess risk and address regulatory challenges.

From July 22, 2013, IBM Algo Financial Modeler clients can leverage IBM’s phone and electronic methods to contact Technical Support. IBM’s Service Request Tool will be available to open Problem Management Reports (PMRs) electronically along with new phone numbers to contact Algo Financial Modeler Technical Support. The existing Algo Financial Modeler Support email address will no longer be available. Additionally, the IBM Support Handbook is an excellent resource to help clients and partners work more effectively with IBM.

By now, your organization should have received IBM Welcome Letters and emails. An explanation of this communication is found below. These welcome letters would have been sent to your organization's Primary Contact and Site Technical Contact (STC). Information such as your IBM Customer Number (ICN), instructions on how to register for an IBM ID and instructions for how your STC can enable others within your organization to open PMRs was included. For more information on IBM’s eSupport initiatives, please refer to http://www.ibm.com/support/docview.wss?uid=swg21595189.

Note the following changes are now in effect:

The Algo Financial Modeler Resource Centre web site will transition to http://www.ibm.com/support. The IBM Support Portal can be customized for your Algo Financial Modeler products along with any other IBM products leveraging the IBM Support Portal. Refer to http://www.ibm.com/support/electronicsupport/ for more information.

  • Access methods have changed: The AFM Support email address and portal to submit cases online have been disabled. To open a new PMR with IBM Algo Financial Modeler Technical Support electronically, use IBM's Service Request Tool.
  • Access methods have changed: To reach IBM Algo Financial Modeler Technical Support by phone in North America, call 1-800-IBM-SERV (1-800-426-7378). Outside of North America, refer to http://www.ibm.com/planetwide/region.html.
  • IBM Algo Financial Modeler Technical Support will be provided in accordance to the IBM Support Handbook.
  • To download IBM Algo Financial Modeler products, login to Passport Advantage Online.

The IBM Algo Financial Modeler Technical Support team will continue to focus on delivering customer satisfaction without compromise. For the most current information on the Algo Financial Modeler Technical Support transition to IBM, please check back to this page.

 

Important Customer Communication Now Available

For information on doing business with IBM, go to the Doing Business with IBM Guide for Algorithmics Customers page.

Escalation Process

Escalation procedures are available in the IBM Support Handbook.