r2 - 2019-04-23 - 21:07:26 - Main.jsaulmanYou are here: TWiki >  Deployment Web > ELMSaaS > OperationsAndSupport

Operations and Support todo.png

Authors: JerrySaulman, StevenBeard

Customer Responsibilities

You play a key role in assisting us when you have questions about or have encountered problems with your Cloud Service offering. Information that you provide about your system and/or problem is often critical to resolving your issue. The following practices can help our customer support team to better understand your problem and more effectively respond to your concerns, as well as help you make the best use of your time:

  • Submitting problems electronically
  • Keeping different issues (questions or problems) separate (one issue per support ticket, incident or case)
  • Selecting a Severity based on your judgment of the business impact
  • Keeping IBM support informed of major upgrades/implementations of your system (where applicable)
  • Providing timely feedback on recommendations, so the IBM support team can close out the issue when it has been resolved. If the issue reoccurs, you may reopen the original support ticket, incident or case by resubmitting it electronically

You will be required to provide the following information when contacting support:

  • Your name, company name, email address, and telephone number with extension (if applicable)
  • Ticket, incident, or case number (as applicable)
  • Support entitlement identifiers such as client ID, mailbox ID, or IBM customer number, as appropriate for the offering
  • Product name (release level and any product maintenance level, if applicable)
  • Any additional information required by the IBM support team

Related topics: Engineering Lifecycle Management SaaS home, Deployment web home, Deployment web home

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