IBM Support

Kenexa and Smarter Workforce Customer Support

Changes and Improvements in Support

As the integration of Kenexa and IBM Support evolves, changes in your support experience will be discussed on this Support Center page.

For Kenexa Learn portfolio offerings, please begin using IBM systems effective
December 8, 2014 at 3:00 am, US Eastern time.

This includes ONLY: IBM Kenexa LCMS (formerly known as ForceTen LCMS), IBM Kenexa LMS, IBM Kenexa Participate, IBM Kenexa LCMS Premier (formerly known as Evolution LCMS), and IBM Kenexa Hot Lava.
For more information specific to Learn portfolio support within new IBM systems, please see the Learn Terms of Support page.

For all other Kenexa portfolios at this time, continue using heritage Kenexa systems.
This includes but is not limited to: IBM and Kenexa BrassRing, Onboard, Assessment, Survey and Compensation offerings.

Before the non-Learn Kenexa and Smarter Workforce portfolios move to IBM support portals and entitlement systems, emails will be sent to multiple contacts within each customers' business. This web page will also reflect the date of cut-over to new IBM Support systems, when it is announced.


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

Kenexa and Smarter Workforce Customer Support

(Applies to all offerings except the Kenexa Learn portfolio)

Support for Heritage "Kenexa" Customers

The Kenexa Customer Support phone, email and web interfaces will remain unchanged until the first half of 2015. 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

Translate my page

Content navigation