What is Rational
Customer Support?
Rational
Customer Support, part of IBM’s software support organization,
is a global network of centers with expertise across our broad
product portfolio. The organization is made up of teams of individuals
that work together to provide you with the responsive software
support that you require. Our worldwide centers are structured
to provide you with local language access in most major countries
and with the skills to help you identify the source of your
problem amongst the products for which you have purchased support.
For complex problems, we have specialized, skilled product teams
with access to the experts in our Development Laboratories,
as required. Therefore, you have access to the right level of
IBM expertise when you need it -- no matter where they are located.
The people
of our software support organizations are highly skilled, motivated,
energetic, and are eager to solve your software problems or
answer your questions. Our goal is to ensure your satisfaction
each time you need to call on us for support by:
- responding
to your calls within targeted guidelines
- providing
ongoing communication regarding your problem status through
problem resolution
- taking
ownership of your call for support
- providing
a defined escalation process when management assistance is
needed
- maintaining
our commitment to continuous improvement of our service processes
With Software Maintenance,
you receive the following from Rational Customer Support:
- Ability
to access new IBM Software versions and releases as they become
generally available as long as Software Maintenance is current
- Remote
problem analysis and assistance during normal country business
hours (e.g.: in North America, Monday through Friday, excluding
national or statutory holidays).
- Assistance
with identifying the failing product/component
-
Will be performed for products covered with a support
contract
- Assistance
with remote problem determination and resolution
- Provided
in local language for most major countries
- Voice
access support for code-related problems
- Support
for routine, short duration installation and usage questions
- Support
for mission critical emergencies (Severity 1) during off-shift
hours (non-prime shift hours for the country).
- Provided
by voice in most countries
-
Provided in English (local language accommodated when
possible).
- Telephone
(voice) and/or electronic access via the Web (where available)
-
Web access not available in countries requiring DBCS at
this time
- Response
time objective of two hours during prime shift for voice and
electronic problem submissions. Response objective for critical/emergency
problems during off-shift hours is two hours.
- Access
to registered Web site for enhanced electronic support features
(except the operating system software)
- Ability
to authorize any number of technical IS staff who can submit
problems to the IBM Support specialists.
- Ability
to assign a Site Technical Contact (STC) who maintains the
list of technical IS staff whom you authorize to submit/view
problem records to IBM, for electronic access (except the
operating system software)
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