Effective August 2, 2010, the IBM Support organization will no longer be accepting new requests for ECM Upgrade and Installation (U/I) Support Services delivered by the IBM Support organization. Going forward, organizations seeking similar assistance with ECM installations, migrations, and upgrades can engage the IBM ECM Software Services organization. The ECM Software Services team has developed a new ECM Guardian Assistance for Installs and Upgrades offering as well as can provide a full range of Planning, Implementation, and Maintenance services.
ECM installation, upgrade, and migration offerings formerly provided by the ECM Upgrade and Installation Support Services team in the IBM Support organization will no longer be offered after August 2, 2010. This change is designed to optimize the efforts of IBM's support and services teams to provide first-class assistance and guidance to our customers and partners.
The ECM Software Services organization is closely aligned with the IBM Support and Software Accelerated Value Program teams and has extensive experience in providing the technical planning and implementation expertise and guidance needed to successfully deploy ECM technology solutions.
Q. What will happen to my current contract for ECM Upgrade and Installation Support Services?
If you currently have a contract in place for ECM Upgrade and Installation Support Services, there will be no change in how you receive assistance from IBM for the remaining period on your contract. Customers and business partners who hold existing Accelerated Value Program (AVP) block hour contracts will continue to receive services and support as delineated in that contract until all remaining hours have been depleted or expire. However, no new requests will be accepted after August 2, 2010 for the ECM Upgrade and Installation Support Services offering from IBM Support.
Q. How can ECM Software Services help with ECM installation, upgrade, or migration projects?
The ECM Software Services team offers a comprehensive set of services offerings designed to support installation, upgrade, and migration projects and can work with you to help define your requirements and approach. Depending on your needs, our ECM Software Services experts can either directly handle the various tasks related to installation, upgrade, or migration projects -- or can provide your IT staff or partners with the technical advice and oversight needed to help you quickly and successfully complete your projects.
For example, as part of a new ECM Guardian Assistance for Installs and Upgrades offering, the ECM Software Services team can help ensure that your ECM installation or upgrade projects have the highest probability of success by providing the resources and expertise needed to help guide you through ECM's best practice review when preparing for an installation or upgrade.
As an advisor to your project, ECM Software Services can:
- Review your installation or transition plan.
- Review your current or proposed server topology.
- Review and validate ECM and third-party product versions.
- Identify the IBM ECM Software Product Modules to download for your specific environment(s).
- Review with you IBM ECM's install or upgrade best practices as applicable to your scenario.
Q. Where can I get more information about ECM Software Services?
For more information about ECM Software Services:
Q. Who should I contact if I have issues during an installation, upgrade, or migration involving ECM products?
If you experience any issues during an installation, upgrade, or migration involving ECM products, we encourage you to contact IBM Support as your first line of help with your product questions. The IBM Support Team can be reached at 1-800-IBM-SERV. Additional contact information can be found on the IBM Support Web site at http://www.ibm.com/software/support.
Q. Is there training available to help support skills development around ECM installation and upgrades?
Yes. IBM offers authorized training in a variety of formats (such as classroom based, instructor-led online, self paced and private onsite) that can help accelerate your organization's success with ECM software. See the links below for course descriptions and schedules for training that can help your IT staff and administrators build the skills needed to support your ECM installations and upgrades:
- What's New in IBM FileNet P8 4.5 (F028)
- IBM FileNet P8 Platform 3.5.x to 4.5.1 Upgrade (F090)
- IBM FileNet P8 Platform Administration 4.5 (F042)
- IBM FileNet P8 Platform Installation 4.5 (F045)
- IBM FileNet P8 Platform Installation 4.5.1 (F087)
- IBM FileNet IS System Administration (F458)
- IBM FileNet IS Installation Lab (F135)
- IBM FileNet Record Manager Installation Add-on 4.5 (F085)
To help you understand which courses can help you develop specific skills or support certification preparation efforts, see the ECM training paths page on ibm.com.