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5799-C88 ECSR Enhanced Support detailed specifications for V5
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| | | Abstract | | The ES feature codes are to be used to purchase ECSR Enhanced Support for PLM Applications. This provides complementary and additional support beyond what is provided by the base Program Services. Support is provided via telephone and the World Wide Web to address problems, questions or issues arising from the use and/or administration of PLM applications during prime shift. | | | | | | | | Content | 1 Year Enhanced Support Feature Codes:
ES feature codes must be ordered for the total of the installed CATIA, ENOVIA and SMARTEAM application configurations at the supported location (IBM customer number). The ES feature codes are to be used to purchase ECSR Enhanced Support for PLM Applications. This offering provides additional support beyond what is provided by the base Program Services. Support is provided via telephone and the World Wide Web to address problems, questions or issues arising from the use and/or administration of PLM applications during prime shift, including: - Problems arising from the usage of programs running in a supported, specified operating environment.
- Problems, questions and issues restricted to provide assistance with program-specific, task-oriented questions about the installation and operation of PLM applications only.
- Problems arising from the administration of programs running in the supported, specified operating environment. This covers assistance with program-specific, task-oriented questions about the installation and operation of PLM applications.
- Responses are provided to Services Requests (PMR) initiated during prime shift in the local country where the Service Request occurred and is reported. Service Requests can be submitted at any time on the IBM Support web site.
- IBM will use commercially reasonable efforts to respond by telephone to Service Request calls from a customer during prime shift. IBM's initial callback response may result in resolving the Service Request. If not, it will form the basis for determining what additional actions are required to resolve the Service Request and/or provide a workaround.
- Assist Customer in problem determination using Problem Source Identification (PSI). IBM will communicate progress made toward providing a workaround or resolving the problem.
To clarify, the following items are NOT included in this agreement: - Problems arising from the operation of an eligible program outside the specified operating environment
- Problems arising in altered portions of a program
- Problems arising from customer's failure to fulfill responsibilities in the agreement
There are continuous and lengthy procedures that can be best delivered by on-site services. For example, this may include: - Configuration of systems, workstations, or networks
- Hardware or software upgrades planning or installation
- Performance and tuning
- Application development assistance
- System or program design and analysis that would be considered consulting work
- Technical education
- Support beyond a product(s) End of Support (EOS) date
IBM will provide ECSR enhanced support for PLM application products that are in currency (until published End Of Service dates). Hardware, including attachment cards and system units, that is supported by PLM applications is also beyond the scope of this agreement and will not be supported. Support of products and hardware outside the currency dates are beyond the scope of this agreement. IBM provides Program Services for the unmodified portion of a current release of a program.
ECSR ENHANCED SUPPORT FOR PLM APPLICATIONS TECHNICAL SUPPORT ADVOCATE FEATURE
This feature provides remote access (via telephone) to an IBM Technical Support Advocate to assist you with coordination of support activities for PLM applications. The Technical Support Advocate is available during prime shift only. The Technical Support Advocate will provide enhanced problem management support and will interface with the Customer contact to: - Coordinate reported problems until they are resolved
- Provide problem escalation assistance
- Assist with problem circumvention when possible
- Track the status of reported problems and keep informed of resolution progress
- Work with you to develop a support profile and become familiar with your environment
- Develop a working knowledge of your systems and support structure
- Develop and maintain an inventory of your supported products and other eligible IBM software products that run under operating systems covered by your Technical Support Advocate and for which you have a current IBM support contract as indicated by your support profile and other information you supply to IBM.
- Conduct monthly reviews with your primary technical contact (by telephone during prime shift) to summarize your PLM support activity.
Additional Technical Support Advocate responsibilities include: - Complete a support profile at the start of the contract period to document information regarding your system environment.
- Keep the Technical Support Advocate Problem Manager informed of changes to your support profile (such as additions or changes to your supported products and other eligible IBM software products).
Definitions:
"IBM PLM applications" refers to IBM Product Lifecycle Management applications CATIA, ENOVIA, and SMARTEAM
Service Request can be initiated by the customer making a phone call or submitting a Problem Management Report (PMR) via the World Wide Web.
"Prime Shift" refers to the local country Support business hours time period. For example in the USA, that period is from 8 a.m. to 8 p.m. Eastern time, Monday through Friday (excluding national holidays).
Problem Severity Levels: - Critical business impact. This indicates you are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.
- Significant business impact. This indicates the program is usable but severely impacted.
- Some business impact. This indicates the program is usable with less significant features (not critical to operations) unavailable.
- Minimal business impact. This indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.
Customer Responsibilities:
The responsibilities listed are to be provided at no charge to IBM. IBM performance is predicated upon the following responsibilities being fulfilled by the customer.
Customer agrees to: - Designate a customer employee as the customer ECSR Enhanced Support for PLM applications interface who shall act as the focal point to administer and coordinate any related activities.
- Perform initial problem determination.
- Have in place an internal support structure to complement this service. This customer support would ensure that elementary and similar type questions are handled by the customer.
- Make available such systems, documentation, information and resource as may reasonably be requested by IBM in carrying out work under this service.
- Be responsible for implementing preventive or corrective action which IBM recommends under this agreement.
- Provide IBM with all relevant and available diagnostic information (including program or system information) pertaining to software problems for which you request assistance.
- Provide IBM with appropriate remote access, via a mutually agreed to remote access and control software tool, to assist you in isolating the software problem cause. You will remain responsible for adequately protecting your system and all data contained therein whenever IBM requests permission to remotely access it. If you request remote support, IBM will remotely access your systems to assist you in isolating the software problem. This support function is not mandatory.
- Ensure that any access codes IBM provides you are used only by those who are authorized to do so.
- Pay any communications charges associated with accessing ECSR support unless otherwise specified. For example, this could include any telephone, data line or communication line charges.
- Be responsible for the actual content of any customer-provided data selection and implementing controls on its access and use, and the security of the stored data.
| | | | | | | Cross Reference information | | Segment | Product | Component | Platform | Version | Edition | | Product Lifecycle Management (PLM) | CAA V5 | | All Platforms | All Versions | | | Product Lifecycle Management (PLM) | ENOVIA VPLM | | All Platforms | Version Independent | | | Product Lifecycle Management (PLM) | ENOVIA SmarTeam | | All Windows Platforms | All Versions | |
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| Product categories: |
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| | Software | |
| | Product Lifecycle Management (PLM) | |
| | Mechanical Design | |
| | CATIA V5 | |
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| Operating system(s): |
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All Platforms
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| Software version: |
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Version Independent
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| Reference #: |
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7005807
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| IBM Group: |
| | Software Group |
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| Modified date: |
| | 2006-06-09 |
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