IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
IBM Passport Advantage Appliance Support Handbook
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Because of the complexities of the environments supported, APARs and SPRs will often take<br />
several weeks, possibly months, to debug and to write, test, package and distribute a fix. For<br />
high impact problems, we will make every reasonable effort to develop a bypass or workaround<br />
that you can use until the APAR has been resolved and a Program Temporary Fix (PTF) has been<br />
created. Code fixes for <strong>IBM</strong> products may be distributed via software subscriptions, service<br />
packages or in a future release of the product.<br />
Note: If the Resolution Team determines that the issue is not a software defect in supported<br />
<strong>IBM</strong> code, we will continue to work the problem to resolution only at your request and with<br />
your concurrence, under a separate services agreement.<br />
After you have received a program fix, we will follow up with you to confirm resolution of your<br />
problem. If you have verified the fix, please contact the support center so that the<br />
PMR/Incident/<strong>Support</strong> Case may be placed in a resolved status. If for some reason the problem<br />
is not resolved, or you are dissatisfied with the solution, your problem record will remain open<br />
while <strong>IBM</strong> support personnel continue to work on the problem. The PMR/Incident/<strong>Support</strong><br />
Case will not be closed until the problem has been resolved to your satisfaction.<br />
For on-site fixes the Resolution Team will dispatch the appropriate technical resource to<br />
investigate and repair or replace the problematic component.<br />
HOW TECHNICAL QUESTIONS (HOW-TO/INSTALL) ARE HANDLED<br />
For Clients covered by warrantee or a standard services and support contract<br />
Technical question support allows you to obtain assistance from <strong>IBM</strong> for product specific, taskoriented<br />
questions regarding the installation and operation of currently supported <strong>IBM</strong><br />
software. In the course of providing answers to your technical questions, we may refer you to<br />
product documentation or publications, or we may be able to provide a direct answer to assist<br />
you with short duration problems involving:<br />
Usage (how-to) of your appliance<br />
Specific usage/installation questions for documented functions<br />
Product compatibility and interoperability questions<br />
Technical references to publications, such as <strong>IBM</strong> Redbooks® or manuals<br />
Assistance with interpretation of publications<br />
Providing available configuration samples<br />
Planning information for upgrades or appliance fixes<br />
<strong>IBM</strong> <strong>Passport</strong> <strong>Advantage</strong> <strong>Appliance</strong> <strong>Support</strong> <strong>Handbook</strong> v2.1.1 Page 54 of 67
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