Attention: All Emptoris customers
Until Emptoris completes the transition to IBM, technical Support for all IBM Emptoris products is being handled by the Emptoris Support teams utilizing the systems and procedures used by Emptoris. Technical Support will transition to IBM Support process and tools in the second quarter of 2013. Additional details will be provided to all customers later this year.
Refer to the Doing Business with IBM document for a description of changes to expect and actions needed to maximize the benefits of your relationship with IBM. It will also ensure a smooth transition to IBM’s business systems and processes. Most of your contacts in sales, service delivery, support and education will remain the same.
Worldwide local telephone numbers and case submission (that is, Problem Management Records), can be started on the Emptoris Customer Support page.
Support Case severity levels, support services, and premium support services information can be found in the Emptoris Customer Support (PDF, 67KB) document.
The IBM Customer Support processes and systems are highly communicative in order to set realistic customer expectations and enable customer resource planning. IBM’s Service Level Objectives (PDF, 303KB) (SLO) are not a contractual commitment but rather a set of goals that IBM’s Customer Support team strives to meet or exceed. These objectives apply to customer support service levels and production system uptime.
If you are purchasing or have purchased the Event Monitoring Service, refer to the EMS Process Document (PDF, 272KB) for instructions on how to initiate the service.
As we transition from the Emptoris web site to the IBM support process, announcements with detailed information regarding the transition will be provided to customers.