Welcome to the IBM family!
As a valued Micromuse customer, you probably know that Micromuse is now part of IBM Tivoli Software. The Micromuse and IBM teams have been working hard in recent months trying to ensure that your transition to World Wide IBM Tivoli Customer Support will be as smooth as possible.
Please note the following important information about the transition:
We encourage you to read the enclosed Frequently Asked Questions (FAQ) sheet. It provides details about what to expect when contacting IBM Support online or by phone and other aspects of being an IBM Support client. In addition, you can access and download a pdf version of the IBM Support Handbook at http://techsupport.services.ibm.com/guides/handbook.html.
We hope you'll find that the transition to our world-class technical support organization will mark the beginning of a valuable and rewarding relationship with IBM. As your solutions partner, we are dedicated to your success, and we look forward to working with you.
For frequently asked questions related to Micromuse, please refer to the Micromuse FAQs.
Sincerly,
Bill Foster
Director, World Wide IBM Tivoli Customer Support Centers
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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 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 http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html
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.
What is the World Wide IBM Tivoli Customer Support organization?
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.
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.
As a valued Micromuse customer, you probably know that Micromuse is now part of IBM Tivoli Software. The Micromuse and IBM teams have been working hard in recent months trying to ensure that your transition to World Wide IBM Tivoli Customer Support will be as smooth as possible.
Please note the following important information about the transition:
- Micromuse Support customers will soon be transitioning to World Wide IBM Tivoli Customer Support. The specific transition date will be communicated in a later mailing. On the date of the transition, calls to Micromuse Support will be redirected to IBM.
- You will be provided an IBM Customer Number. Your IBM Customer Number will be provided in the later mailing.
We encourage you to read the enclosed Frequently Asked Questions (FAQ) sheet. It provides details about what to expect when contacting IBM Support online or by phone and other aspects of being an IBM Support client. In addition, you can access and download a pdf version of the IBM Support Handbook at http://techsupport.services.ibm.com/guides/handbook.html.
We hope you'll find that the transition to our world-class technical support organization will mark the beginning of a valuable and rewarding relationship with IBM. As your solutions partner, we are dedicated to your success, and we look forward to working with you.
For frequently asked questions related to Micromuse, please refer to the Micromuse FAQs.
Sincerly,
Bill Foster
Director, World Wide IBM Tivoli Customer Support Centers
Transition from Micromuse to IBM Support FAQs
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:
- 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 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 http://www.ibm.com/software/sysmgmt/products/support/supp_tech_exch.html
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.
What is the World Wide IBM Tivoli Customer Support organization?
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.
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.
