V5 PLM Technical Support: Program Services v. Enhanced Support options
Newsletter
Abstract
Whether you want to report a critical defect, ask a usage question, or need help with your long-term migration plans, the IBM Product Lifecycle Management (PLM) Technical Support team is ready to provide you with the information you need. We are here to make your experience easier by assuring your problem resolution goes smoothly and effortlessly.
Content
We provide two levels of support:
Program Services (PS) for code and documentation defects
This is included as part of your license fee, and is also known as warranty support.
Enhanced Support for usage and non-defects
This requires an additional purchase of ECSR enhanced support.
Problem Reporting
PS
ECSR
Notes
Defect problem reporting on-line
Y
Y
Defect problem reporting (PMR create) via the PLM Technical Support Web site.
Ability to view/update Problem Management Records (PMRs) on-line
N
Y
Ability to view/update is included under Program Services with purchase of any V6 product.
Defect problem reporting via Telephone
N
Y
Non-defect problem reporting via Telephone
N
Y
Includes installation and 'how to' assistance and resolving user errors.
Problem Solving
PS
ECSR
Notes
Problem Determination and Problem Source Identification (PD/PSI)
N
Y
We will talk through the problem with you directly when you have the enhanced support.
View/search 'closed' Authorized Program Analysis Reports (APARs)
Y
Y
Closed APARs document known defects and point to corresponding code fixes which may be available.
View/search 'open' APARs
Y
Y
Open APARs are potential defects which are currently being worked by development.
View/search V5 Product Set Question and Answer data base
N
Y
View/search V4 Product Set Question and Answer data base
Y
Y
Technical Papers
N
Y
Installation, Admin, Licensing
Download V5 Service Packs; order V5 Service Packs on physical media
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