IBM Passport Advantage Appliance Support Handbook

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7 PROBLEM HANDLING BEST PRACTICES We have found that the following practices help us to ensure we can provide the timeliest resolution to your question or problem: Submitting problems electronically enables the resolution team to better understand the issue and be more prepared with the right skill and guidance to respond to your concern. It also allows you to make the best use of your time. Keeping the questions/issues separate (one problem per PMR/Incident/Support Case) we can provide better service to our clients. Selecting the appropriate Severity and letting us know the business impact will help to get the right focus on your problem Keeping IBM Support informed of Major Upgrades/Implementations. Staying current on Appliance Release levels Providing timely feedback on recommendations and close the PMR/Incident/Support Case when you feel the problem has been resolved. If the problem reoccurs you may reopen the original PMR/Incident/Support Case by contacting your local support center or resubmitting the problem electronically. 7.1 ESCALATION PROCEDURES We believe IBM Support is superior. If at any point in our service process, you feel we are not meeting our commitments to you (as outlined in this handbook), you may call our attention to this problem by doing one or all of the following steps: Be certain to explain the business impact of your problem to the service representative. Raise the Severity Level of the problem. Ask to speak to the person’s manager - Escalations to an IBM manager will receive prompt attention and management focus. Ask for a “Duty Manager” - The Duty Manager or field manager will work with our technical staff to ensure your request is being handled appropriately. Escalate by opening a Complaint or nominate as a Critical Situation, if warranted. 7.2 REOPENING A PMR/INCIDENT/CASE If the recommendations that we provide you to resolve your problem fail to satisfy your requirements you may reopen the PMR/Incident/Support Case by contacting your local support IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 28 of 67
center and referencing the original PMR/Incident or Support Case number. (Note: For IBM PMRs/Incidents this must be done within 28 days of original closing date). IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 29 of 67
Page 2 and 3: APPLIANCES AT IBM! At IBM, applianc
Page 4 and 5: 7 PROBLEM HANDLING BEST PRACTICES 2
Page 6 and 7: FIGURES Figure 1: Appliances 7 Figu
Page 8 and 9: As noted in this definition, the ap
Page 10 and 11: The people of our support organizat
Page 12 and 13: Please note: IBM will use commercia
Page 14 and 15: This document contains helpful refe
Page 16 and 17: 3.1 SELF HELP SUPPORT General Self-
Page 18 and 19: 3.5 STANDARD APPLIANCE SERVICE AND
Page 20 and 21: Authorization for 2 technical indiv
Page 22 and 23: 4.1 BUSINESS CRITICAL SERVICE The b
Page 24 and 25: 5.2.1 DEFINE THE PROBLEM If you can
Page 26 and 27: Your availability (i.e. when you wi
Page 30 and 31: 8 PREVENTING PROBLEMS Regardless of
Page 32 and 33: Support Subscriptions can be set up
Page 34 and 35: Replacement of parts having enginee
Page 36 and 37: delivery of the Machine to your loc
Page 38 and 39: 11.1 PLAN UPGRADES MORE EFFICIENTLY
Page 40 and 41: APPENDIX B: PROBLEM IDENTIFICATION
Page 42 and 43: It can lower your total cost of own
Page 44 and 45: APPENDIX E: EXCHANGING DATA WITH IB
Page 46 and 47: IBM SUPPORT FOR IBM NETEZZA® DATA
Page 48 and 49: IBM ACQUIRED APPLIANCES A note abou
Page 50 and 51: APPENDIX H: HOW TO: SITE TECHNICAL
Page 52 and 53: and selecting “Manage nominations
Page 54 and 55: Because of the complexities of the
Page 56 and 57: APPENDIX J: ACRONYMS & OTHER TERMS
Page 58 and 59: FSU Fast Service Upgrade. A process
Page 60 and 61: Pervasive Designation of an APAR wh
Page 62 and 63: SPECIAL ATTENTION Special Attention
Page 64 and 65: APPENDIX K: WEB LINK SUMMARY Below
Page 66 and 67: APPENDIX L: DOCUMENT UPDATES Below

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