Cloud & Smarter Infrastructure Primary Support Provider ......© 2014 IBM Corporation Cloud &...

© 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.


Course Agenda

Primary Support Delivery OverviewLesson 1

Support Processes and PracticesLesson 2

Support Tools and ResourcesLesson 3

Communication Best PracticesLesson 4


IBM SWG - Primary Support Provider Delivery Guide

Lesson 1 – Primary Support Delivery Overview

4


IBM Software Support & Partnership

This lesson covers:

1. IBM SWG Customer Support

2. Relationship & Commitments

3. IBM Software Support Model –

Partnering for Customer Success


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


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


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


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


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


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


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


• 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


END

Lesson 1


Thank You

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