Attention: All Emptoris customers
Emptoris has now completed the transition to IBM for support. Technical support transitioned to the IBM Support process and tools on 1 July 2013.
Refer to the Doing Business with IBM document for a description of changes and actions needed to maximize the benefits of your relationship with IBM. Most of your contacts in sales, service delivery, support and education will remain the same.
Case submissions (that is, Problem Management Records or tickets) can be opened on the IBM web site. Worldwide local telephone numbers can be found in the Contacting Customer Support (DOCX, 13.2KB) document.
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.