IBM is pleased to announce a new Cognos Sales Performance Management (SPM) Client Success Portal.
FAQs (Frequently Asked Questions) about Varicent's Migration to IBM Support below:
Q – When does the transition to the IBM Client Success Portal take place?
A – The transition took place on April 28, 2014.
Q – When can I login to the IBM Client Success Portal and check out what is new?
A – You can login now using this link: support.ibmcloud.com, simply select the IBM Sales Performance Management (SPM) icon.
Q – What happens to my “Varicent” support tickets?
A – All cases submitted as of January 1, 2012 have been migrated to the new portal.
Q – Who will work on my tickets?
A – The same “Varicent” Support Analysts will be working on your tickets and ensuring your ongoing success.
Q – Who do I call if I want to speak with someone immediately?
A – While logging tickets via the IBM Client Success Portal is the best way to contact Support, until further notice, if you need immediate assistance, call 1-877-465-5444.
We are in process of transitioning to the IBM Planet Wide telephony options. Customers in North America can call 1-800-IBM-SERV (1-800-426-7378) and customers outside of North America can find a directory of world wide contacts in the IBM Planet Wide Directory.
Q – What is my IBM Customer Number (ICN) and why is it important?
A – When using IBM’s phone options, customers will need their ICN. If you do not know your ICN, contact your Customer Advocate or you can contact the Business Analytics Client Care team at firstname.lastname@example.org.
Q – Have ticket response times changed?
A – Standard response time objectives remain unchanged with IBM.
Severity 1: 2 hours (24X7)
Severity 2 - 4: 2 business hours
Q – Am I required to call a Support telephone number in a Severity 1 situation?
A – Yes. The first course of action is to log a ticket via the Support Portal (http://support.ibmcloud.com). Next, you must call the Support phone number provided for your region. Calling will ensure a Support Analyst is notified by phone. In order to properly route calls via the new phone process, all customers will be required to have their ICN.
Q – When I call the Support telephone number, who will I speak with first?
A – When calling IBM Support, you will reach an IBM call center representative, who will collect basic identification and issue information prior to routing your case to a Cognos SPM Technical Analyst.
Q - Are there additional Support notifications I can sign up for to keep informed about IBM Cognos Sales Performance Management?
A - Yes. Subscribe to automatic e-mail notifications. Visit MyNotifications to set up your preferences. We also recommend subscribing to the IBM US Announcement letters in IBM Subscripion Services and selecting Data analysis and business intelligence in the Software subcategory under Customize interests.
Q – Where can I get more detailed information about doing business with IBM including such items as my IBM Customer Number, Primary Contact and Site Number?
A – Visit the Customer Center Home and reference the Customer Experience PowerPoint and the Doing Business with IBM link for valuable information relating to your partnership with IBM.
Q – Can I still access the Varicent Assist Support portal?
A – Effective April 28, 2014, the Varicent Assist Support Portal and the associated phone number were disabled.