IBM Business Partner SaaS Support Mastery

Do not document record of your commitment to the client in the problem in case it cannot be met ✘ If unable to meet commitments, contact the client with an explanation and current status ✘ Provide a resolution only at the time agreed on with the client even if the problem is resolved before then ✘ A and B ✔

The STC is the Site Technical Contact for the End User. There is only one STC ✘ The TC is the Technical Contact. There is only one TC ✘ The Authorized User is the person at a Support Providers site is designated by the PTSC or SSTC to open and view PMRs ✘ The Authorized Reader is the person at the Support Providers site to view PMRs ✔

Tracking customer incidents/cases in a tracking tool ✘ Logging all calls ✘ Opening a new ticket for every call ✘ Having committed response times ✔

Submitting all issues on one ticket ✘ Selecting a severity level only when the ticket is urgent ✘ Reopening the ticket and resubmitting to IBM Support if the problem is not resolved ✘ Informing of major upgrades/implementations of their system ✔

The Support Portal should be your primary means of communication ✘ SaaS Support Hours are consistent across product groups ✘ A and B ✘ Neither A nor B ✔

A Severity Level 1 example includes the inability of the client to access services resulting in a critical impact on operations ✘ A Severity Level 2 examples includes restricted functionality causing the client to be in jeopardy of missing business deadlines ✘ A Severity Level 2 example includes an issue, but the functionality is usable and it is not a critical impact on operations ✘ A Severity Level 4 example includes an inquiry or non-technical request ✔

IBM Support Site, IBM developerWorks and IBM Business Partnerworld are some of the knowledge bases available ✘ The IBM Support Site is updated once a day ✘ Self-assist support is provided 24/7 ✘ Business Partners are able to contribute to the IBM Support Knowledge base and provide feedback ✔

Make sure the client concurs with problem closure ✘ If the client concurs, simply close the problem record ✘ If no concurrence, discuss what is needed to close the problem ✘ Document client concerns ✔

eMessage Support can be found in the Software Support Portal ✘ IBM Coremetrics Support can be found in Software Support Portal ✘ Soon all products will be supported through the Software Support Portal ✘ IBM Unica products are found in the Software Support Portal ✔

The Business Partner can select and move to a products list, products they are interested in ✘ The products of interest limits the Support Portal to only those products selected improving the quality of results when searching ✘ Product communication is only received via email ✘ You can customize products, content and frequency of communication with IBM ✔