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
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Premium Support fact sheets on
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