IBM Passport Advantage Appliance Support Handbook

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11.1 PLAN UPGRADES MORE EFFICIENTLY Check the IBM Software Product Lifecycle link from: http://www.ibm.com/software/info/supportlifecycle/ regularly for advance notification of End of Service dates or links to IBM announcement letters. With that information, you can be more pro-active and efficient in planning product upgrades. Not all options are available in all geographies. 11.2 YOUR RESPONSIBILITIES IBM does not warrant that our products are defect free; however we do endeavor to fix them to work as designed. You play a key role in this effort. Our remote Technical Support is available to provide you assistance and guidance. However, we assume that you will provide information about your system and the failing component, information that is key to resolving the problem. This information includes capturing documentation at the time of a failure, applying a trap or trace code to your system, possibly formatting the output from the trap or trace, and sending documentation or trace information, in hardcopy or softcopy, to the remote support center. You are also responsible for obtaining fixes, by downloading or by receiving ones that have been shipped to you on media, applying the fixes to your systems and testing the fixes to ensure they meet your needs. Occasionally, removal of installed fixes may be necessary in the process of isolating problems. Sometimes fixing a problem will mean the installation of a later release of the soft components of the appliance as some fixes cannot be retrofitted into earlier code. You need to be aware of your responsibilities when working with an IBM support center. If you do not have the required skill or are not positioned to do the work, you can engage a services provider such as IBM Technical Support Services (TSS) or a business partner to assist you, for an additional fee. If you are already involved in a services engagement in which TSS or a Business Partner is designing and implementing an application for you, you should ensure the statement of work is very clear as to whose responsibility it is to work suspected code defect issues with IBM, to ensure proper entitlement for remote support. IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 38 of 67
APPENDIX A: CONTACTING IBM GLOBAL Global contact information IBM maintained at the IBM Planetwide internet site: http://www.ibm.com/planetwide/ IBM Passport Advantage Appliance Support Handbook v2.1.1 Page 39 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 28 and 29: 7 PROBLEM HANDLING BEST PRACTICES W
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 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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