eGuide home      Rational software      Rational Services & solutions      Rational Support & downloads      My IBM  
IBM Rational Client Support
On the Web

Rational Client Support  |  IBM Software Support Handbook  |  Rational product support page A-Z listing


What is Rational Client Support?

Rational Client 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 Client 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)

IBM Rational Client Support presentations & brochures on CD

This file requires Adobe Reader. Rational Client Support Overview
This file requires Adobe Reader. IBM Software Support Web brochure

 

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

CD Publication Date: June 2008
© Copyright IBM Corporation 
2008