On October 1, 2008, FilesX customers will begin transitioning to IBM for their Software Support. At this time, FilesX Support services will be migrated into the IBM Support online infrastructure. Active FilesX direct customers will begin receiving e-mails in October with details on engaging IBM Software Support via the web and phone. For more information on IBM support, please visit www.ibm.com/software/support. This website provides information on electronic support for your IBM/FilesX software.
You are also invited to attend a Software Technical Exchange (STE) webcast entitled “Acquisition Support Transition Overview” to learn about the new Support processes now in place with IBM. For more details, visit our website.
If you experience any issues with obtaining support, please call us at 866-434-5379 x35 or e-mail us.
Transition from FilesX to IBM Support
Frequently Asked Questions
Will the terms of my FilesX support change with the move to IBM support?
IBM will provide support to entitled FilesX customers, but the delivery vehicles will now align with the IBM support structure
What can I expect when I contact IBM support?
The vast majority of FilesX Support team members—experts in the entire portfolio of FilesX products—are already integrated into the IBM Software Support organization. Their expertise, backed by IBM’s support resources, will enable FilesX 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
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 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
www.ibm.com/software/support/sitetours.html
If I have an escalation, who can I contact for support related issues?
If you have a support related issue, 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
What is the IBM Software 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.
Why is the IBM Customer Number so important?
The IBM Customer Number 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.
Who do I contact if I do not have my IBM Customer Number?
Please contact your IBM/FilesX Sales or Account Representative if you have not received your IBM Customer Number.
Where can I learn more about IBM Support?
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