Tivoli support

MRO Support transition FAQs

Q1: Will the terms of my MRO support change with the move to IBM support?

A: IBM will continue to provide support for existing MRO customers, but the delivery vehicles will now align with the IBM support structure.

Q2: What will happen to any open service requests I have with my MRO products?

A: MRO service requests will be converted to IBM problem management records (PMRs). MRO customers will be contacted by a Support engineer and provided with the appropriate IBM PMR number, replacing the MRO service request number. The issue will be worked until resolved just like any other IBM Support PMR.

Q3: What can I expect when I contact IBM support?

A: Until you are contacted by an IBM/MRO representative regarding your migration into the IBM systems, you should contact your current sales representative.

Q4: Whom do I call to escalate a support issue?

A: The vast majority of MRO Support team members-experts in the entire portfolio of MRO products-are already integrated into the IBM Software Support organization. Their expertise, backed by IBM's support resources, will enable MRO customers to enjoy the service excellence that differentiates IBM in the marketplace, providing:

Rapid response to your calls
Ongoing communication regarding your problem status through problem resolution
Ownership of your call
A defined escalation process when management assistance is needed
A commitment to continuous improvement of our support service processes

Q5: How do I reach IBM Support?

A: Your company's IBM Site Technical Contact (STC) authorizes individuals to use IBM's online Electronic Service Request system, or ESR. ESR is the fastest and most convenient method of accessing IBM support. It allows authorized users to submit or update information for any IBM software service request.

To access ESR, go to http://www.ibm.com/software/support/probsub.html and select ESR (Electronic Service Request).

To learn more about ESR, we recommend taking the ESR Site Tours at http://www.ibm.com/software/support/sitetours.html

Q6: If I have an escalation, who can I contact for support related issues?

A: If we fail to meet your expectations, please feel free to escalate the issue to our Duty Manager, who is available to you 24x7. For more information, go to http://techsupport.services.ibm.com/guides/beforecontacting.html

Q7: What is the IBM Software Support organization?

A: IBM Support is a global network of support centers with expertise across our broad product portfolio. The organization's teams of individuals work together to provide the best possible platform and cross-platform software support.

For complex or code-related problems, we have specialized, skilled product teams with access to the experts in our Development Laboratories, no matter where they are located.

Q8: I already have an IBM customer number. Now I've been assigned a different one. Why?

A: You may have been assigned a new customer number as part of the transfer of MRO product records into the IBM systems. The number on the accompanying letter is your official customer number to use whenever referring to MRO software. Any other IBM customer number assigned to your organization remains unchanged as relates to those IBM relationships.

Q9: Why is the IBM Customer Number so important?

A: The IBM Customer Number replaces your MRO serial number and is used to identify your company and your ability to receive technical support. Once you receive your ICN, we recommend that you communicate this identifier to any individual within your organization that needs to contact IBM Support via telephone.

Q10: Who do I contact if I do not have my IBM Customer Number?

A: The MRO Software Customer Response Center is able to assist you in determining your IBM Customer Number. Our goal is to minimize any disruption in service. If you experience any issues with obtaining support, the Customer Response Center can provide you the information you need to contact IBM Support. The Customer Response Center can be reached via phone, 877-762-9466, or email at mxcrc@us.ibm.com.

Q11: Will MRO product names be changed?

A: At this time, MRO product names have not been changed. Future name changes may occur to more accurately map to the IBM Tivoli portfolio. A list of rebranded Tivoli product names is accessible at http://www.ibm.com/software/tivoli/products/product-matrix.html

Q12: Will I still be able to receive support languages other than English?

A: Our worldwide centers are structured to provide you with local language access in most major countries and with the skills to help you identify the source of your problem.

Q13: Will I still be able to use Support Online, eServices, and all of it's features?

A: All MRO Support Online services and capabilities have been migrated into the IBM Support online infrastructure. eServices has been replaced with the Electronic Service Request (ESR) system..

Q14: Where can I learn more about IBM Support?

A: