IBM Support

Kenexa and Smarter Workforce Customer Support

Future Changes -- Coming Later in 2014

As the integration of Kenexa and IBM Support evolves, communications related to changes in your support experience can be found on this Support Center page.

At this time, there is no change in how to reach your normal Kenexa contacts for assistance. Kenexa Support tickets or direct-to-service support assistance continue to be processed via existing channels until further notice. If you receive notices requesting you register with IBM or take other actions, please do so. But please be aware a separate announcement will be sent at least one week in advance of when we begin receiving your Kenexa/Smarter Workforce support inquiries via IBM Support systems.

Before support moves to IBM support portals and entitlement systems, a clear communication will be sent via email regarding modifications to the Kenexa Customer Support sites and phone access numbers, as well as the timeline for these changes. This page will also reflect the date of cut-over to new IBM Support systems, when it occurs.


Quicklinks - Support for Offerings Running on the Cloud

Customer and technical support for Kenexa and IBM Kenexa on-cloud offerings are provided via the following terms and routes:

Talent Manager Talent Mgt


including:
Learn offerings

including:
Compensation offerings

including:
Skills Manager Assessment offerings

except:
Survey Offerings

Quicklinks - Support for Offerings Not Running on the Cloud

Customer and technical support for on-premise and managed services instances of on-premise software are provided, as outlined at:

http://www14.software.ibm.com/webapp/set2/sas/f/handbook/acquisitions.html#kenexa


Current IBM Kenexa and Smarter Workforce Customer Support

Support for Heritage "Kenexa" Customers

The Kenexa Customer Support phone, email and web interfaces will remain unchanged until the second half of 2014. At this time, please ensure the Technical Support contact within your organization is aware that they should continue to seek assistance on Kenexa offerings through business-as-usual methods, or email: helpdesk.lincoln@kenexa.com

Support and Product Services Support and Product Services assistance are provided per your existing Kenexa Support agreements or contract terms governing support.
Support tickets Kenexa Support tickets continue to be logged on the Kenexa Support websites or phone numbers. Continue to use your existing Kenexa Client IDs, Usernames and/or Passwords to gain access.
Account contacts Where you have been advised to directly contact a Kenexa Client Services Consultant, Implementation Manager, or Services Project Manager assigned to your account, please continue to do so.
Support for individuals with no business relationship to IBM/Kenexa For portfolios such as Assessment and Survey where "end user", "applicant", or similar support is provided to individuals without a business relationship to IBM/Kenexa, support continues to be provided via existing support routes and tools.

Support for Customers Purchasing New "IBM Kenexa" Products and Offerings

SaaS, Services, Implementation and Consulting - Customer Support will be delivered per the methods outlined in your Terms of Use (and linked Terms of Support), or when applicable, via the methods outlined in your new IBM Statement of Work. At present, those routes and methods are identical to those for Kenexa Heritage customers. Where you have been advised to directly contact a Kenexa Client Services Consultant, Implementation Manager, or Services Project Manager assigned to your account, please do so. If your team is unsure about the correct route and needs guidance, you may email: helpdesk.lincoln@kenexa.com

On-premise Products - For new "IBM Kenexa" products deployed on-premise instead of on-cloud, customer support is delivered per the methods outlined in your Product License, Passport Agreement, and the IBM Software Support Handbook. Note some specifics regarding Kenexa Support may apply. If your team is unsure about the correct route and needs guidance, you may email: helpdesk.lincoln@kenexa.com

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