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:
- Getting
to know you, your team, your company, your business and
your working environment.
- 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.