Technical Support is an integral part of Passport Advantage and Passport Advantage Express Software Subscription and Support [may also be referred to as Software Maintenance]. It offers simple yet flexible support to supplement your IT support staff skills.
With Technical Support your IT staff can get:
- telephone access to technical product specialists for answers to product-specific and task-oriented questions about everything--from the installation to the operation of currently supported IBM software products.
- electronic access to IBM's technical support knowledge bases
- online access to 24x7 technical support including enhanced self-help and search capabilities available via the IBM Software Support Web site
And that's only the beginning.
Accessing Technical Support
Electronic Service Request [ESR] access*. ESR is a worldwide, Web-based problem submission and tracking tool available on the IBM Software Support Web site.
IBM voice technical support *
- During prime shift (normal business hours - varies by country) for installation help, "how-to" and code-related questions. 2-hour target for response time during prime shift.
- 24x7 for critical (Severity 1) problems and outages. Response time objective of two hours during prime shift and for critical/emergency problems during off-shift hours
*Note: Only those members of your IT staff authorized by your Site Technical Contact may access IBM voice technical support and submit/view problem records using the ESR tool. ESR and IBM voice technical support are not intended for end users.
Additional Support resources
For more information on IBM Software Support and Technical Support, download the IBM Software Support Handbook. An excellent on-line reference, the handbook provides detailed information on the following topics:
- Site Technical Contact [STC] roles and responsibilities
- STC registration process for setting up authorized technical callers
- Registration process for authorized callers to setup electronic support
- Submitting/Tracking of PMR's from the Support Web site
- Description of severity levels for effective support delivery
- Tips on what to do prior to accessing support
- Information on how to invoke support and escalate a problem
- How to purchase software maintenance
- Worldwide list of support center phone numbers