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IBM Rational Premium Support | IBM Software Premium Support



What is Premium Support?

About Premium Support
The Premium Support Services team provides custom technical support to clients on a contract basis. Through these services we offer to each client one or more specific Premium Support Managers (PSMs) who have on average 6 years of advanced experience supporting customers as Senior Technical Support Engineers. The client has direct access to the PSM and has the unique ability to integrate that individual into their IT team, providing an ongoing relationship with IBM Rational.

Premium Support provides you with a customized approach to technical support, focused on your needs.

  • A dedicated Premium Support Manager (PSM) who will serve as your single point of contact into IBM Rational technical support.

  • 7x24 support for Priority 1 (urgent and important) issues, 5x8 (YOUR normal business hours) support for all other issues.

  • Direct access to your PSM via office phone, cell phone, instant messaging, and e-mail.

  • On-site visits by your PSM and Rational Customer Support senior management team. These visits:
    • Establish your working relationship with your PSM and IBM Rational, providing the PSM the opportunity to understand your business and your working environment.
    • Regular reports on your support activity, custom configured to your needs, identifying the return on your investment.

  • A proactive approach to your support needs, including:
    • Best practices on upgrades, deployments and product integration.
    • Regular engagement from your PSM to meet your needs and exceed your goals.
    • Enable you to drive efficiency and success in your organization.
    • Regular contact from your Rational Customer Support's senior management team to ensure your needs and expectations are being fulfilled.

If you are interested in a Premium Support Management program for your organization, please contact:

Luke Raiano
Rational Premium Support Evangelist - Americas
luke_raiano@us.ibm.com
1-603-488-0567

John Dejevij
Rational Premium Services Team Lead - EMEA
john.dejevij@nl.ibm.com
31-20-513-6148

Andreas Gschwind
Rational Technical Sales & Services - Asia Pacific
agschwind@au1.ibm.com
61-2-939-78662

Premium Support fact sheets on CD

This file requires Adobe Reader. IBM Software Premium Support Overview
This file requires Adobe Reader. IBM Software Premium Support Services helps
optimize your IT department.

 

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

CD Publication Date: June 2008
© Copyright IBM Corporation 
2008