Changes and Improvements in Support
We're happy to announce that we are transitioning from heritage Kenexa support systems to IBM support systems and tools. Please note this is not a change to support models or terms. It is primarily an expansion of the ways in which customers receive support and product information, and a change to Kenexa's on-line support portals.
For all Kenexa and Smarter Workforce offerings, begin using our new IBM systems
effective April 8th 2015 at 3:00 am, US Eastern time.
Before support moves to IBM support portals and entitlement systems, emails are being sent to multiple contacts within each customer's business.
Kenexa Learn portfolio offerings moved to IBM support tools in December of 2014.
For more information specific to Learn portfolio support, please see the Learn Terms of Support page.
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:
|Talent Manager||Talent Acquisition
|Talent Suite||Talent Analytics
|Skills Manager||Assessment offerings
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:
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.|