In the months following the acquisition, IBM will begin transitioning customers to the IBM Support system. Active Intelliden direct customers will begin receiving e-mails shortly afterwards 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 web sites provides information on electronic support for your IBM/Intelliden software.
External Support FAQ
Q1: How do I get support for my current products?
A: You continue to call the same support number(s) you do today. Once the support structures are merged, we will post the information to the web sites, update the Intelliden phone message, and forward calls from the Intelliden support number to the IBM support number.
Q2: Can I go to IBM.com or Intelliden.com to get information on the acquisition?
A: Yes. Acquisition information, as well as additional support information will be available at both web sites.
Q3: My support contract is about to expire. Who should I contact?
A: Until you are contacted by an IBM/Intelliden representative regarding migration into the IBM systems, you should contact your current sales representative.
Q4: Who do I call to escalate a support issue?
A: Continue to call the same support number(s) you do today to escalate a Intelliden support issue.
Q5: Where do I go to get patches and fixes?
A: Continue to go to your current support team until the structures are merged. We will post notices on the web sites.
Q6: Will my Intelliden Maintenance Contract get transferred to IBM? When?
A: An IBM/Intelliden Account Rep will be communicating with you concerning your contract and any transition of it in the future.
Q7: Should I expect an IBM Rep to contact me about my support contract and maintenance?
A: An IBM/Intelliden Account Rep will be communicating with you concerning your contract and any transition of it in the future.
Q8: Will Intelliden products be bundled with any of the IBM products?
A: This is being evaluated and any changes will be communicated in IBM Product Announcements.
Q9: Are my Intelliden Sales and Account Team going to remain the same?
A: This is being evaluated and any changes will be communicated to you via an Account Team member.
Q10: Where can I find out if my Intelliden product is being replaced by an IBM product? If so, is there a timeline for EOL (end of life)?
A: This is being evaluated and any changes will be communicated in IBM Product Announcements.
Q11: I am a Intelliden customer but not an IBM customer. Where can I look to find a description of the IBM support processes and offerings?
A: Please refer to the IBM Software Support Handbook found at http://techsupport.services.ibm.com/guides/handbook.html
Q12: With the acquisition, will I continue to have 7x24 coverage for severity 1 issues on Intelliden products?
A: The acquisition is not expected to materially affect your current level of support for severity 1 issues.
Q13: Where do I upload data and logs for support to review?
A: Continue to use the same download sites you currently use. Any changes will be communicated to you via the web.
