Technical Support is an integral part of Passport Advantage and Passport Advantage Express Software Subscription and Support. 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 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 Support Portal
And that's only the beginning.
Accessing Technical Support
SR and IBM voice technical support are intended for your information systems (IS) technical support personnel and not intended for use by your for end users.
Service Request [SR] access*. SR is a worldwide, Web-based problem submission and tracking tool available on the IBM Support Portal Web site.
*Only those members of your IT staff on your company's SR Authorized Caller list may submit problem records using the SR tool. Authorization is granted by your Site Technical Contact and authorized callers must be registered with IBM.
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.
Additional Support resources
For more information on IBM Software Support, go to 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
- Worldwide list of support center phone numbers