ECM Upgrade and Installation (U/I) Support Services

When you decide it’s time to upgrade, install, or migrate the base infrastructure of an IBM ECM FileNet system to a new, major release, IBM has an expert staff of dedicated engineers to fully support your upgrade and installation activities. Our methodology had been developed while performing more than 2600+ upgrades and will help mitigate risk and minimize efforts on your upgrade projects. By engaging the U/I team, your organization will greatly benefit from the knowledge and expertise gathered from these many projects. ECM U/I Support Services focus on supporting the efforts of on-site teams by providing reviews and validations of plans and design, and execution assistance for upgrade and installation projects covering IBM FileNet P8 Product suites, eProcess, Image Services, and Content Services. Our U/I team will engage with your designated staff to help assist with project events.

The ECM Upgrade and Install Support team:

• Is staffed by dedicated, certified, and experienced upgrade specialists.
• Maintains a library of environment-specific upgrade methodology.
• Provides in-depth product knowledge, technical expertise and insight.
• Takes part in the upgrade planning process to review and eliminate possible issues and concerns.
• Provides seamless integration with on-site services delivered by local upgrade teams support and guidance provided on a real-time basis.

How to Schedule with local ECM U/I Support Team

1. Arrange Software Accelerated Value Contracts (Block Hours) in advance.

2. A minimum of two weeks notice is required for current Software Accelerated Value customers. Four weeks notice is required if you do not have an Accelerated Value Contract in place.

(Where this is not possible to meet the time requirements, please notify the local Upgrade/Install Team and indicate business reasons why the Time Requirements should be waived. (See local email contacts below)

3. Complete appropriate (per product) U/I Support Request Form(s).

4. Send completed Request Form to appropriate local ECM U/I Team email.

(Include the Date and Engagement type in the Subject line, example - "28/04/09 P8 4.5 Install")

5. Include a Project Plan and Diagram of the System Architecture where possible.

6. You will be provided with a Project ID for tracking purposes.

U/I Support Request Forms -
Official forms used to submit schedule requests for Installations or Upgrades with the FileNet support team. Fill the form(s) that is appropriate to your FileNet product(s). Forms can be found at the following site.

ftp://ftp.software.ibm.com/software/data/cm/filenet/docs/UIforms/

Example Engagements that should be scheduled:

• P8 Upgrades and Installations
• P8 Add Ons Upgrades and Installations
• Image Manager Upgrades and Installations
• eProcess Upgrades and Installations
• Content Services Upgrades and Installations
• Same Platform Migrations

In line with IBM Call Management policy, only 1 issue can be reported per PMR. Thus, a separate PMR will be required if there are multiple issues. Multiple issues per PMR will not be accepted

• The PMR must be created for the end customer where the Installation or Upgrade is taking place.
• The PMR must include the Project ID that was created for the project.
• Once a PMR has been opened, you can call the local IBM ECM Support Center. Please refer to your PMR number and request to speak to the ECM U/I Team.

When the Installation/Upgrade Project is complete, please send an email to the local U/I team confirming completion, and the Project will be closed off.

Block Hour Usage

Block Hours will be deducted when the U/I Team investigates a PMR opened for technical problems encountered during the Project. Block Hours can also be used for:

• Pre Project Planning Advice and Recommendations
• System Architecture Validation
• Pre and Post Project System Validation
• Non Integrity software related Issues