IBM Support

Kenexa and Talent Management Solutions Customer Support

 

 


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. Please note these vary slightly portfolio-by-portfolio. Some portfolios offer electronic ticketing and some do not. Please see the Terms of Support linked below for more details:

Watson Talent

including:

  • Watson Career Coach
  • Watson Recruitment
Talent Acquisition

including:
  • BrassRing
  • Onboard
Talent Suite Talent Analytics

including:
  • Talent Insight
Survey Offerings
Learn offerings

including:
  • LMS
  • LCMS
Talent Frameworks and Skills Manager

including:
  • Talent Frameworks
  • Skills Manager
Assessment offerings

except:
  • Skills Manager
 

 

Kenexa and Smarter Workforce Customer Support – "The Basics"

Support Routes Available - Phone and email support remain available for all portfolios which had them as of December, 2014. For some portfolios, support tickets can now be logged electronically on IBM's Support Portal. See the appropriate Terms of Support page regarding which routes to use. Most customers will now require an IBM Customer Numbers (ICN) and an IBM id to gain access to Support. More details about these credentials can be found on the Kenexa Transition to IBM page.

For Customers Purchasing New "IBM Kenexa" and "IBM Smarter Workforce" 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, per the methods outlined in your new IBM Statement of Work. In most cases, these routes and methods are identical to those for Kenexa heritage customers. Where you have been advised to directly contact a Kenexa Client Services Manager, Implementation Consultant, or Services Project Manager assigned to your account, please continue to do so. If your team is unsure about the correct route, you may email: GlobalSupportCenter@us.ibm.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. Some specifics regarding Kenexa and Smarter Workforce Support may apply. If your team is unsure about the correct route and needs guidance, you may email: GlobalSupportCenter@us.ibm.com

Support for Heritage "Kenexa" Customers:

Where available, Kenexa Customer Support phone numbers and email interfaces were updated in December 2014 and remain in effect after the 2015 systems cut-over.

Where Kenexa electronic support ticket submission and portals were previously available, robust new IBM on-line ticket submission and knowledge base tools will replace those systems. For more information on these systems, please see the Transition to IBM page.

If you still have questions about the proper route to support after reading the Terms of Support for your purchase, you may contact: GlobalSupportCenter@us.ibm.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 Phone and email support remain available for all portfolios which had them as of December, 2014. For some portfolios, beginning April 8th 2015, support tickets can now be logged electronically on IBM's Support Portal. See the appropriate Terms of Support page regarding which routes to use.

Most customers will now require an IBM Customer Numbers (ICN) and an IBM ID to gain access to Support. More details about these credentials can be found on the Kenexa Transition to IBM page.
Account contacts Where you have been advised to directly contact a Kenexa Client Services Manager, Implementation Consultant, 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. Changes in IBM systems are transparent to these end users.

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