What can I expect when I contact IBM Support?
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.
The vast majority of Micromuse Netcool Support team members-experts in the entire portfolio of Netcool products-are already integrated into the World Wide IBM Tivoli Customer Support organization. Their expertise, backed by IBM's world-leading support resources, will enable Micromuse customers to enjoy the service excellence that differentiates IBM in the marketplace, providing:
How do I open a problem record (PMR) with IBM Support?
To open a problem management record (PMR), go to the IBM Electronic Service Request (ESR) system. You will have the ability to track your problems, provide updates and request status for each of your PMRs. See http://www.ibm.com/software/support/probsub.html.
How do I reach IBM Support?
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 the submit/track problems page and select ESR (Electronic Service Request).
To learn more about ESR, we recommend taking the ESR Site Tours on the software support site tours page.
A Web-accessible IBM Support Technical Exchange, "ESR" (Electronic Service Request Problem Submission Tool), will be broadcast on July 11th, 2006. For details, go to theIBM Tivoli support technical exchange site.
What are IBM Support's response time objectives?
When you contact IBM Support to report, update or check the status of a problem, your request is routed to a Software Support Specialist. Response times are dependent upon and parallel to your Micromuse support contract. For comprehensive information about IBM Support, refer to the online IBM Support Handbook and its downloadable pdf version.
Will the terms of my Micromuse support change with the move to IBM support?
The terms of support will not change during the existing support term. However you will now contact IBM to obtain support.
What will happen to any open problem tickets I have with my Micromuse products?
Micromuse tickets will be converted to IBM problem management records (PMRs). Micromuse customers will be contacted promptly and provided with the appropriate IBM PMR number, replacing the Micromuse ticket number. The issue will be worked until resolved just like any other IBM Support PMR.
How does IBM telephone support work?
The IBM Support callback process minimizes your team members' time on the phone and maximizes our technicians' ability to research and resolve issues.
Your region's contact number is in the online IBM Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html
If I have an escalation, who can I contact for support related issues?
If our support processes 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, refer to Contacting IBM in the Software Support Handbook.
Will Micromuse product names be changed?
Future name changes may occur to more accurately map to the IBM Tivoli portfolio. A list of rebranded Tivoli product names is accessible in the IBM Tivoli Rebranded product guide.
Where can I learn more about IBM Support?
Is customer training available for new Micromuse users accessing the Tivoli Support Website?
A Web-accessible IBM Support Technical Exchange, "IBM Software Support Site Overview for Micromuse Customers," will be broadcast shortly after the Support transfer date. For details, refer to the Tivoli support technical exchange site.
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.
The vast majority of Micromuse Netcool Support team members-experts in the entire portfolio of Netcool products-are already integrated into the World Wide IBM Tivoli Customer Support organization. Their expertise, backed by IBM's world-leading support resources, will enable Micromuse customers to enjoy the service excellence that differentiates IBM in the marketplace, providing:
- Rapid response to calls within targeted contract guidelines
- Ongoing communication that begins with PMR submission and ends only when the issue is resolved.
- IBM Support ownership of your call
- A clearly defined escalation process should management assistance be indicated
- A deep and ongoing commitment to improvement of our support service processes
How do I open a problem record (PMR) with IBM Support?
To open a problem management record (PMR), go to the IBM Electronic Service Request (ESR) system. You will have the ability to track your problems, provide updates and request status for each of your PMRs. See http://www.ibm.com/software/support/probsub.html.
How do I reach IBM Support?
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 the submit/track problems page and select ESR (Electronic Service Request).
To learn more about ESR, we recommend taking the ESR Site Tours on the software support site tours page.
A Web-accessible IBM Support Technical Exchange, "ESR" (Electronic Service Request Problem Submission Tool), will be broadcast on July 11th, 2006. For details, go to theIBM Tivoli support technical exchange site.
What are IBM Support's response time objectives?
When you contact IBM Support to report, update or check the status of a problem, your request is routed to a Software Support Specialist. Response times are dependent upon and parallel to your Micromuse support contract. For comprehensive information about IBM Support, refer to the online IBM Support Handbook and its downloadable pdf version.
Will the terms of my Micromuse support change with the move to IBM support?
The terms of support will not change during the existing support term. However you will now contact IBM to obtain support.
What will happen to any open problem tickets I have with my Micromuse products?
Micromuse tickets will be converted to IBM problem management records (PMRs). Micromuse customers will be contacted promptly and provided with the appropriate IBM PMR number, replacing the Micromuse ticket number. The issue will be worked until resolved just like any other IBM Support PMR.
How does IBM telephone support work?
The IBM Support callback process minimizes your team members' time on the phone and maximizes our technicians' ability to research and resolve issues.
Your region's contact number is in the online IBM Support Handbook at http://techsupport.services.ibm.com/guides/contacts.html
If I have an escalation, who can I contact for support related issues?
If our support processes 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, refer to Contacting IBM in the Software Support Handbook.
Will Micromuse product names be changed?
Future name changes may occur to more accurately map to the IBM Tivoli portfolio. A list of rebranded Tivoli product names is accessible in the IBM Tivoli Rebranded product guide.
Where can I learn more about IBM Support?
Is customer training available for new Micromuse users accessing the Tivoli Support Website?
A Web-accessible IBM Support Technical Exchange, "IBM Software Support Site Overview for Micromuse Customers," will be broadcast shortly after the Support transfer date. For details, refer to the Tivoli support technical exchange site.
Stay informed
Subscribe to receive support notifications
