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IBM Rational eSupport updates

On IBM.com: Rational eSupport  |  Rational support site guide  |  Rational product support page A-Z listing  |  Rational support site tours  |  Software site updates


IBM Rational eSupport - What has been updated?

Over the past year, much of IBM Software Support's web design and content have been updated to better serve our customers.

Below is just a sampling of the IBM web team's efforts over the past 12 months.


Updated navigation & design

We have updated the following pages to allow easier navigation and clearer display of self-help resources:

This content is a viewlet movie.Tour of our design changes on IBM.com


Updated Rational support high-level pages

Plus the IBM & Rational eSupport teams have updated additional pages to help you achieve your self-help support tasks:
Rational Site guide - this is Rational support's "one place for support". Here we link to and explain all the various support content offerings and services we provide our customers.
  Support by product - this page contains a complete alphabetical listing of all supported IBM software products.
Rational Licensing - here you will find details on the new IBM Rational license key fulfillment service. IBM registration required
Rational downloads and upgrades - on this page, customers are able to select their product from a table of all available downloads, upgrades and fixes. Note: current full-product downloads & upgrades may be found on Passport Advantage Online. IBM registration required
Rational documentation - this page contains links to current versions of Rational product documentation housed in the IBM Publication Center, plus links to legacy documentation such as Online manuals, install guides & additional documentation for previous Rational software product releases.
Rational Premium Support Services - this page contains an overview of the Premium Support Services. Premium Support provides your company with a custom, personalized approach to technical support through a dedicated Senior Technical Support Engineer who will serve as your single point of contact into technical support for all IBM Rational software products.
Rational Beta programs - this area provides full details on what the IBM Rational Beta programs are and how to participate in this very important testing process.
Rational Contact support - this page contains complete web, phone and fax contact information for all Rational support offices.

Added new software support content

IBM Rational Featured documents

Featured documents are a method for identifying and delivering the most frequently used and highly valued content to our customers. The documents that are featured pertain to a particular product, and the list will be referenced from the product's support page. More details on this CD.

IBM Rational Table of Contents (TOC) documents

Table of Contents (TOC) periodicals have been developed to supplement the Knowledge Base searching facility by providing an alternate method of finding information related to a specific component of a product.

TOC periodicals provide a consolidated and organized list of technotes for a specific subject area of an IBM Software product. More details on this CD.

IBM Rational Information Centers

With the information center, users can view, browse, and search online product documentation & information. The information center is built upon open source software developed by the Eclipse Project (www.eclipse.org). It can display content that has been packaged as an Eclipse documentation plug-in. More details on this CD.


Built new software support tools

IBM Software Support Toolbar

The IBM Software Support Toolbar is a stand-alone application that allows you to easily search IBM.com for all types of software support content plus organizes the major areas of not only Software support, but the individual brand support sites into a concise application. More details on this CD.

IBM Assist On Site

With our live remote-assistance tool, a member of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution. The tool can speed up problem determination, collection of data, and ultimately, your PMR solution. More details on this CD.

IBM Software Support RSS Feeds

RSS is a quick, easy, and lightweight format for monitoring new content added to Web sites. An RSS feed uses XML-formatted files to deliver content that you then access with an RSS Reader. Our RSS feeds provide the title of a new piece of content, such as a technote, a description of the new content, and a link to the content. Feeds are updated daily. More details on this CD.


Updated existing software support tools

Electronic Service Request (ESR) problem submission tool

On December 10, 2005, ESR was enhanced to streamline the Site Technical Contact's (STC) administration of IBM Business Partners (BPs). This makes it easier for STCs to authorize BPS to manage PMRs in ESR, and assist them in resolving their software issue. In addition, a new user type has been added. More details on this CD


Get started now!

To start using these new and improved IBM Rational Customer Support services, please visit:

ibm.com/rational/support/

 

IBM Rational eSupport demos & presentations on CD

This file requires Adobe Reader. IBM software support web brochure


Note: Adobe® Reader® is required to view these presentations.

CD Publication Date: June 2006
© Copyright IBM Corporation 2006