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IBM Software Premium Support services

On IBM.com: IBM Rational Premium Support services | IBM Software Premium Support services


What are Premium Support services?

About Premium Support services
The Premium Support Services team provides custom technical support services to clients on a contract basis. Through these services we offer to each client one or more specific Senior Technical Support Engineers, called PSMs (Premium Support Managers). The client has direct access to the PSM for handling all of their needs surrounding all of Rational's products.

For a detailed description of the Premium Support Services, please see our Premium Services Description document.

The Premium Support Management service provides you with a custom, personalized approach to technical support.

  • A dedicated Senior Technical Support Engineer who will serve as your single point of contact into technical support for all IBM Rational software products. This person is your Premium Support Manager (PSM).

  • 7x24 support for Priority 1 (urgent and important) issues*, 5x8 (YOUR normal business hours) support for all other issues. No service is provided during IBM company holidays unless you have contracted for 365 Day per year service*.

  • Direct access to your PSM via telephone, pager* and e-mail.

  • Up to 4 visits annually from your PSM to your site. These visits serve two primary purposes:
    1. Getting to know you, your team, your company, your business and your working environment.
    2. Holding meetings or events that are best conducted face-to-face (in-depth planning sessions, technical discussions or presentations, etc.).

  • Regular reports on your support activity custom configured to your needs.

  • Proactive approach to technical support services, including:
    • Upgrades, patches and other technical information delivered to you as they become generally available.
    • Regular contact from your PSM to check on account status.
    • Regular contact from your PSM's management to check on account status and PSM performance. Consulting from your PSM to assist you in planning upcoming and long-term usage of Rational's products.

Note: Premium Support Management is most beneficial to accounts that have a centralized technical team dedicated to the support of IBM Rational's products. In order to ensure that IBM Rational provides you with the best possible PSMs, a lead time of up to several months may be necessary between contract signing and the beginning of PSM services.

If you are interested in a Premium Support Management program for your organization, please contact your sales representative or the Premium Support Services Leadership Team (Michael Dunninger, John Dejevij) using the directory of IBM Worldwide contacts.

*This service feature only available in North America.

Premium Support demos & presentations on CD

This file requires Adobe Reader. Learn more about IBM Software Premium Support
This file requires Adobe Reader. IBM Software Premium Support Overview
This file requires Adobe Reader. IBM Software Premium Support Data Sheet
This file requires Adobe Reader. IBM Software Premium Support Roles

 

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CD Publication Date: June 2006
© Copyright IBM Corporation 2006