Wireless Support
Cheat Sheets
Development Contacts
Marketing Contacts
Management Contacts
Test Contacts
Processes
Internal Wireless
Processes

Customer Numbers:

SecureWay Wireless has a unique customer set consisting presently of ISV reseller partners.  Our Brand Team will provide the customer names and contacts, and service will provide the numbers via a process set up with Remote Delivery Services.  The contact there is Kelly Casarez 344-6415.

Electronic PMR's

A large volume of incoming PMR's will be generated electronically from the Web. When returning the PMR to the customer, you must create a sceondary on the INET,148 queue.  Use the CE command to do this.  The customer will receive email of your response.

Create Electronic PMR's

We or our customers may create PMR's via the IBM External Support page for Wireless:  www.ibm.com/software/network/mobile/s upport

APAR Creation

When you create a RETAIN APAR for a defect in a Wireless product it is L2's responsibility to also create a CMVC defect as well.  When creating the defect make sure the name matches the RETAIN APAR and inform the primary developer. 
For Web Express there is a special procedure where sometimes the Web Express development team discovers a defect for code already released to the field.  In this case they will create the CMVC defect, and fill in the 'hasapar' field with zeroes.  This is our trigger to create an APAR for that defect.  You can then change the name of the defect to match the APAR if you get the developer permission to do so.

Customer Database

This is a Lotus Notes database that gives pertinent customer information.  Names and type of customer, plus how long they may be evaluating our code, or how long they will be in Beta mode.  This will help us to mitigate any abuses of the customer numbers that we give to our resellers and Beta customers.  The database is: TBD

Wireless Support Site

George Hall maintains an internal Wireless Support site.  This site has current software downloads for the clients/servers as well as information on modems and radio networks, and other useful information related to wireless software. The URL is http://wireless.raleigh.ibm.com

Brian Erle's Pager Number

1-800-946-4646 PIN 248-9224