cloud & smarter infrastructure primary support provider ......© 2014 ibm corporation cloud...
TRANSCRIPT
© 2014 IBM Corporation
Cloud & Smarter InfrastructurePrimary Support Provider Delivery Guide
1
Lesson 1 – Overview
© 2014 IBM Corporation2
Preface
The Primary Support Provider (PSP) Delivery Guide is an on-boarding
essential. This information is primarily for business partner support
professionals.
Our PSP Partners are responsible for addressing a wide variety of requests.
This course will introduce you to processes, practices, tools and resources that
will assist you in supporting your customers on IBM software.
We value you as a SWG Primary Support Provider (PSP). It is important to the IBM Customer Support organization for you to understand IBM support
engagement processes as it provides a level of consistency in the way IBM
supports our Customers.
IBM performs reviews with our Partners periodically to evaluate process
adherence, self-sufficiency and program compliance.
Let’s Get Started.
© 2014 IBM Corporation3
Course Agenda
Primary Support Delivery OverviewLesson 1
Support Processes and PracticesLesson 2
Support Tools and ResourcesLesson 3
Communication Best PracticesLesson 4
© 2014 IBM Corporation
IBM SWG - Primary Support Provider Delivery Guide
Lesson 1 – Primary Support Delivery Overview
4
© 2014 IBM Corporation5
IBM Software Support & Partnership
This lesson covers:
1. IBM SWG Customer Support
2. Relationship & Commitments
3. IBM Software Support Model –
Partnering for Customer Success
© 2014 IBM Corporation
IBM Customer Software Support
IBM Customer Support provides information and processes designed to
help our customers successfully use their IBM software.
• Web-based and voice access options
• Global network of support centers with expertise across our
broad portfolio
• Local language support in major countries for direct customers
• Fixes to known problems
• Ability to help customers find solutions to problems with IBM
software in their unique environment
6
© 2014 IBM Corporation
IBM Software Customer Support - Commitment
7
IBM WW Software Customer Support has been defined on the highest industry standards. These standards enable IBM Support to confront critical
situations requiring diverse resources. IBM’s resources, in turn work, closely
with our Partner’s technical resources.
Our goal is to provide you with quality software support and services. Our
vision is to achieve a level of support excellence that exceeds your
expectations and differentiates IBM in the marketplace by providing:
• Rapid response to your requests
• Fast relief to high impact problems
• Timely problem resolution
• High quality fixes and information
• Up-to-date service and installation information
From the IBM Software Support Handbookhttp://www.ibm.com/software/support/handbook.html
© 2014 IBM Corporation8
IBM and Support Provider Relationship Commitments
• Product licenses covered under Software Subscription and Support (partner provides primary support to end users)
• Neither IBM nor any partner will solicit for the maintenancebusiness of another partner
© 2014 IBM Corporation9
People – IBM Support Team
Front End
• Local Country Support
• Initial problem determination
Back End
•Technical Solution Centers
• Product-based teams
• Non-defect problems, PMRs
• Development Interface
Development
• Change Teams
• Code-based teams
• Code defects, APARs
• Verification
© 2014 IBM Corporation10
The IBM Software PSP Model
• Authorized Primary Support Providers:
• are an extension of the IBM Software Support Model
• provide services at various points in IBM’s Software Support Model
• Support levels, roles and responsibilities are defined by Support Providers and IBM
• Software Support process flow and levels of support - refer to slide 11
© 2014 IBM Corporation11
IBM Software Support Model – Partnering for Customer Success
Partnerand Support
communication
PMR create and
route
Request assistance
from product support
Software Distribution
Collaboration
Call Management Center
(IMBPD/Level 0)
• Request assistance from product support
• Search for known problems
• Submit knowledge• Download fixes• Other activities
Product Support
Product Support
Submit Knowledge
Defects
Development / Change Team
Code fix(es)
Preventive / Corrective
Service
IBM SupportPortal
Client
Partner
© 2014 IBM Corporation
About the IBM Software Support Provider Program
• Component of the overall channel strategy
• Value Added Resellers (VAR) or Solution Providers
• Sub-licensing the eligible Products to End Users, acquiring and renewing Subscription and Support from IBM for their End Users
• Direct-licensing the eligible Products to End Users, acquiring and renewing Subscription and Support from their End Users for IBM
• IBM supports you, engages with End Users only on a mutually “agreed-to” basis
• Requires a programmatic approach to:
� Selection Criteria � Enablement� Rewards
12
© 2014 IBM Corporation13
• IBM strives for high quality software; however, software is by its nature not totally defect free
• Problems need to be reported
• Problem determination and resolution is a joint effort
Key Points to Remember