IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
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For more information on the Software Maintenance Offering - a valuable option in our <strong>Passport</strong><br />
<strong>Advantage</strong> program - please visit the www.ibm.com/software/passportadvantage/ website and<br />
review the tutorial.<br />
HOW A DEFECT IS HANDLED<br />
During this investigation process, the Resolution Team determines if your defect issue falls into<br />
one of three categories as described below.<br />
A KNOWN DEFECT-RELATED ISSUE IN AN <strong>IBM</strong> APPLIANCE.<br />
If the Resolution Team determines that the issue is the result of an appliance defect that has<br />
previously been reported, the following actions may be taken:<br />
A fix or workaround is provided to circumvent or correct the issue. This could be a hardware<br />
or software fix. Any replacement assumes the warranty or maintenance service status of<br />
the replaced item<br />
If no workaround is available and it is determined that one is required, the Resolution Team<br />
will work with you to find the best feasible workaround<br />
The Resolution Team will advise you when the defect (APAR) is closed, assists in fix<br />
implementation and updates the customer’s problem record.<br />
A NEW DEFECT<br />
If the Resolution Team determines that the issue is the result of an <strong>IBM</strong> appliance defect that<br />
has not been reported before, we will work with you to create an Authorized Program Analysis<br />
Report (APAR) or Software Problem Report (SPR) to track the resolution of the defect. These<br />
APAR’s and SPRs, along with any necessary documentation that you may be asked to provide<br />
are routed to the appropriate development teams.<br />
The development teams analyze the APAR or SPR to determine how the defect will be<br />
addressed. One of a number of fix actions may result:<br />
The defect is determined to be of high impact, a code fix is created and delivered to you<br />
The defect is determined to be of lower impact which does not require an immediate,<br />
permanent fix, we may defer the fix for a future release. APARs will reflect deferred fixes<br />
with a closing code of “FIN” (Fixed If there is a Next release) to designate plans for inclusion<br />
in a future release.<br />
<strong>IBM</strong> <strong>Passport</strong> <strong>Advantage</strong> <strong>Appliance</strong> <strong>Support</strong> <strong>Handbook</strong> v2.1.1 Page 53 of 67
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