Stütze, Soporte, תְמִיכָה, Appui, 支持, Sustento, Sostegno, 버팀

As promised in my blog (Multifarious Cogitations), I will focus in this blog entry on one area that we are bolstering as part of  ‘Delight the install base’ (see #1 from the chart I posted).  Just to be clear the current install base is comprised of companies that range in size from very small businesses to the largest of enterprises across the globe.

So, for those of you that are still not clear what this blog entry is about based on the title,  I will tell you:

It is about support! 

Back Drop

The IBM Data Management Global Support Team is driven to differentiate itself with superior support in the market.  They are Informix advocates holding the same level of passion as our clients and Business Partners.  Their mission is to ensure client success, while establishing enduring relationships.  Hopeful these attributes ring true relative to your personal experience in working with our global team. This is truly more than a business for our support team as their motto is:  “Always There For Our Clients”. 

Discover the new face of Informix Support!  

Enclosed are the delivery channels they continue to enhance and expand for Informix:

Telephony, Web Support, Electronic Service Requests, High Availability, and eChat.

I hope you will find a channel that’s best suited for your business. 

Should there be any areas to serve you better, please speak with a support manager or your IBM sales representative.  You’re always welcome to reach out to Charles Gonsalves, WW Informix Support, or Al Martin, Director Data Management Global Support with any feedback you may have as well.  

- Charles Gonsalves – 408-956-2238 – (charles.gonsalves@us.ibm.com)

- Al Martin – 915-599-7164 – (amartin@us.ibm.com)

How To Reach Support ?  

1.  Directory of Worldwide contacts (Telephony) : http://www.ibm.com/planetwide/ 

2.  Informix Web Support Portal : http://www.ibm.com/informix/support 

3.  Electronic Service Request : https://www.ibm.com/software/support/esr/ 

4.  eChat – http://www.ibm.com/software/data/support/chat.html

 5.  Sev 1 High Availability Service:

• This English-only option ensures direct-to-engineer, down system attention 24/7
• US FTS Number : 1-888-876-9797
• Outside the US use ATT Direct Access Numbers – http://www.usa.att.com/traveler/access_numbers/index.jsp 

More Areas of Assistance 

Software Support Handbook

http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html 

Upgrade Portal

http://www-1.ibm.com/support/docview.wss?uid=swg21259394 

Accelerated Value Program

http://www-306.ibm.com/software/data/support/change-mgmt.html  

IBM Support Assistant

http://www-01.ibm.com/software/support/isa/ 

My Notification

https://www.ibm.com/support/mynotifications 

IBM Software Support Lifecycle

http://www-111.ibm.com/software/support/lifecycle/PLCDetail.wss?psynkey=P841938Q29735V05&synkey=S447518T02366Y14&synkey=Q196770A44505L07&synkey=J074916A15745Q65&synkey=H349392G99327B57&synkey=A769100S92889P83&synkey=V373722B28042H30&from=spf

 Knowledge Now Module

http://publib.boulder.ibm.com/infocenter/ieduasst/imv1r0/topic/com.ibm.iea.ids/ids/11.5/KnowledgeNow.html?dmuid=20091009113210743397

Must Gather Document

http://www-01.ibm.com/support/docview.wss?rs=630&context=SSGU8G&context=SSHPYE&dc=DB520&dc=DB560&q1=Read%20First&q2=MustGather&uid=swg21242979&loc=en_US&cs=utf-8&lang=en

 Fix central

http://www-933.ibm.com/support/fixcentral/

I will leave you with the following quote:

“Let no one ever come to you without leaving better and happier”  - Mother Teresa

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