Algorithmics Customer Center

Transition resources for IBM Algorithmics customers and business partners


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Attention: All Algo Assist customers and business partners


Changes to IBM Algo Assist support

Worldwide technical support for Algo Assist customers and business partners transitioned to standard IBM Support tools and processes on December 9, 2013.

As of December 9, 2013, IBM Algo Assist clients can contact technical support through the IBM phone and online access systems. The IBM Service Request Tool is available to open Problem Management Reports (PMRs) electronically along with new phone numbers to contact Algo Assist technical support. They replace the Algo Assist Portal and the existing Algo Assist e-mail addresses for getting technical support. For your reference, 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 e-mails. 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 Web ID and associate it to your ICN, and instructions for how your STC can enable others within your organization to open PMRs was included. For more information on IBM eSupport initiatives, please refer to www.ibm.com/support/docview.wss?uid=swg21595189.

Important Customer Communication Now Available

Technical Support

Escalation Process

Escalation procedures are available in the IBM Support Handbook.

You can request escalation of a Support Request by calling 1-800-IBM-SERV in North America or using the planet wide phone numbers and requesting to speak with a Duty Manager.

The following changes took effect on December 9, 2013

The IBM Algo Assist technical support team will continue to focus on delivering customer satisfaction without compromise. For the most current information on the Algo technical support transition to IBM, please check back to this page.

Additional FAQs and Information

What products does Algo Assist support?

Algo Assist provides support for the following products:

How do you open a Support case with Algo Assist?

Open a Support Case using the Algo Assist Portal: Algo Assist Portal or E-mail.

Preferred method is via the Algo Assist portal.

If you don't have an existing account please send an e-mail to support@algorithmics.com asking for a new account to be created. You will need to provide your telephone number, full name and preferred company e-mail address.

Note: On December 9, 2013 the Algo Assist Portal will no longer be in use. Use IBM's Service Request Tool to open a new request or check on an existing case. Your open cases in Algo Assist will be migrated to IBM Support systems. At transition, if you are not authorized to open a new case on IBM’s Service Request Tool, you can reach out to your Site Technical Contact within your organization or contact the SR Help Desk.

Password Resets & Problems with the AlgoAssist Portal

If you would like your Algo Assist Portal account password reset or experience any problems when using the Algo Assist portal, open a new service request via the Algo Assist portal or send a e-mail to support@algorithmics.com.

Note: As of December 9, 2013 you will no longer be able to access the Algo Assist Portal.

How do I get access to the documentation?

As of December 9, 2013 clients can use IBM's Service Request Tool to request to product documentation packages. You will need to authenticate with your IBM ID and IBM Customer Number (ICN) in order to access the Service Request Tool. Algo infocenters will no longer be available. A local infocenter is available on the IBM Algo One 5.0 documentation DVD.

How do I get patches and fix packs?

IBM’s Fix Central site is available to download patches, fixes and fixpacks. If you do not see the fix you are looking for, open a PMR with Support via the Service Request Tool.

How do I get access to the latest release of Risk Analytics software?

You can download the latest software release via Passport Advantage.

What does Passport Advantage offer?

How do I get access to the Passport Advantage?

You will need to create an account. To do this you will need your ICN (IBM Customer Number) and Site Number.

All IBM agreements include an IBM Customer Number (ICN) and Site Number. These numbers correspond to your agreement and are used to access many services included in your agreement.

Site Numbers are used to access online content, including:

The ICN is an identifier of your organization.

The Site Number is an identifier of a site within an organization.

A single ICN can have a single or many Site Numbers.

Still have further questions with regards to Passport Advantage Online?

Please contact clientcare@ca.ibm.com or consider downloading and reviewing the client experience webinar found on the customer center webinar page.

Should you have any questions regarding support processes or the support integration to IBM, please e-mail support@algorithmics.com for further assistance.