IExploring the “wonder” in IBM’s Software Support

IBM Software Support Handbook

Version 3.2.3

2 September 2006

What’s New . . .CIMS Lab Joins the IBM Family

CIMS Lab

CIMS Lab, based in Roseville,California, was a leading provider ofsoftware that helps businesses trackthe usage of computing resourcesacross virtualized technologyenvironments – such as servers,storage, email, networks, databases,applications and operating systems.The software gathers raw data aboutinformation technology (IT) resourceusage and converts it into organizedfinancial information that can helpcompanies more easily understandhow their technology resources arebeing consumed across a virtualizedinfrastructure consisting of manyplatforms and systems.

IBM’s acquisition of CIMS Labcomplements IBM’s IT servicemanagement strategy and ourportfolio of management software forvirtualized technology. Virtualizationhelps make it simpler and lessexpensive for companies to integrateand improve the performance of

hardware, software, storage and networksin open and heterogeneous environ-ments. It enables governments, banks,retailers and other organizations to viewand manage their many virtual ITresources as one, and dynamicallychange and adjust them across their ITinfrastructures accordingly.

The CIMS suite of software is used bymore than 170 organizations around theworld. CIMS Lab has been an IBMBusiness Partner since 2003.

We are very proud to have CIMS Lab joinour IBM team.

September 2006 3

Disclaimer:Disclaimer:Disclaimer:Disclaimer:Disclaimer: IBM reserves the right to make changes to the Software Support Guide and the policies within it at any time to

improve or enhance the support provided to our customers. All changes will be posted to our Web version of this guide at

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QUESTIONS: If you have any questions concerning this guide or the policies and procedures included within, please

contact the author Roger McKnight at email: mcknight@us.ibm.com

Copyright © 2005 Roger McKnight and his licensors. All rights reserved.

Contents

What’s New ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Welcome to IBM Software Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

IBM Commitment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Software Support Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

IBM Software Support - An Overview ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5IBM Software Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

zSeries (S/390) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Distributed Platforms ... . .. .. .... .. .. . .. .... .. .. .. .. ... .. .. .. .. ... .. .. .. .. .... . .. .. .. .... .. . 6IBM Software Maintenance .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Site Technical Contact (STC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7Third Party and Open Source Software...................................................... 7Support without a contract . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

IBM’s Support Line (or equivalent services by country) .................................... 9SoftwareXcel (US) .................. ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... 11Enhanced Technical Support (EMEA)..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... 11

Contacting Software Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Reporting a Software Problem. . .. . . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . . .. . . . .. . . . .. . . . . .. . . . . 16Accessing Software Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Internet Access .................. ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... ..... 17Voice Access .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Response Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18How your call is handled by IBM Software Support ................................... 19Submitting problem information to IBM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19How a Code Defect is Handled by Support ..... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20How Technical Questions (How-to/Install)

are handled by Support ........................................................... 20What Can You Do If You Are Not Satisfied With The Support

That You Have Received .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Escalation ProceduresReopening A PMR/Incident/Support Case .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Submitting Software Requirements ..................................................... 21

Preventing Problems ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Appendix A: Problem Identification Worksheet .. .... ... .... .... ....... .... ... .... .... .. 24Appendix B: Passport Advantage Site Technical Contact....................................... 25Appendix C: Contact Information ........................................................... 27

Canada ... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28United States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29If Things Don’t Go Right...... ..... ..... .... ..... ......... ..... .... ..... .... .......... .... ... 30Caribbean .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34Mexico, Central and South America ...................................................... 37Asia Pacific . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Europe, Middle East, Africa (EMEA) . . .. .. . .. . . ... . . .. . ... . . . .. .. .. . . . ... . .. . . ... . . .. . . 47

Appendix D: Other Support (Tivoli, Lotus, Informix, U2, Candle Unique offerings, CIMS)..... 58Appendix E: PC hints and tips .............................................................. 66Appendix F: Canadian Technical Support Offering............................................ 67Appendix G: Acronyms & other terms .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4 September 2006

Welcome....

business issues, it is crucial that weprovide world class informationtechnology services that complementour information system solutions.

The intent of software support is toprovide you with the quality softwaresupport and services you need. Ourvision is to achieve a level of supportexcellence that exceeds your expecta-tions and differentiates IBM in themarketplace 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.

We are committed to achieving thehighest level of customer satisfaction inthe industry, with quality focusedprograms designed to provideservices that enhance and maximizethe use of IBM products. As yoursolutions partner, we are dedicated toenabling your success.

Software Support OrganizationIBM’s software support organization isa global network of centers withexpertise across our broad productportfolio. The organization is made upof teams of individuals that work

together to provide you with theresponsive software support that yourequire. Our worldwide centers arestructured to provide you with locallanguage access in most majorcountries and with the skills to helpyou identify the source of yourproblem amongst the products forwhich you have purchased support.For complex problems, we havespecialized, skilled product teamswith access to the experts in ourDevelopment Laboratories, as re-quired. Therefore, you have access tothe right level of IBM expertise whenyou need it — no matter where they arelocated.

The people of our software supportorganizations are highly skilled,motivated, energetic, and are eager tosolve your software problems oranswer your questions. Our goal is toensure your satisfaction each time youneed to call on us for support by:

• responding to your calls withintargeted guidelines

• providing ongoing communicationregarding your problem statusthrough problem resolution

• taking ownership of your call forsupport

• providing a defined escalationprocess when management assistanceis needed

• maintaining our commitment tocontinuous improvement of ourservice processes

Welcome To IBM SoftwareSupportThe purpose of this document is toprovide guidelines and referencematerials that customers may needwhen they require IBM service andsupport. We’ve produced this guidewith the following objectives in mind:

• To introduce you to IBM SoftwareSupport, including our operatingsystems and software divisions ofDB2, Lotus, Rational, Tivoli, andWebSphere

• Provide information on the supportservices currently available fromIBM, including definitions ofprograms, policies, and procedures

• Help you to effectively utilize IBMSoftware Support

• Explain how you can enhance yourIBM Software Support with addi-tional services to meet your needs

• Introduce you to the people of IBMSoftware Support

Please review this guide carefully asit contains important informationregarding the service and support ofyour IBM products. Thank you forchoosing IBM solutions!

The IBM CommitmentWe believe that having your businessis both a privilege and a responsibil-ity.We hope to maintain that business byproviding you with solutions to yourinformation technology problems. Wealso recognize that in order to enableyou to concentrate on your core

September 2006 5

IBM Software Support - An Overview

Self Help:All IBM customers are entitled to takeadvantage of the Self-Help servicesavailable at http://www.ibm.com/software/support . We offer a vastrange of on-line service offeringsdesigned to augment and enhance thevalue of your IT operation. With theseresources and tools, our self-helpsoftware support Internet site will meetmany of your support needs.

Self Help will be available for at leastone year from when you purchase yourproduct from IBM.

General Self-help Capabilitiesfor All Users:

• Basic search capability for closedAPAR’s and software fixes

• Info on how to purchase softwaremaintenance and premium support

• Marketing Information (ProductOverviews, Newsletters, RedBooks,White Papers, AnnouncementLetters, etc.)

• Links to Education and Traininginformation

• Links to this IBM Software SupportGuide

Currently there are several types of support available for the family of IBM Software Products. The pyramid below outlines theprogression of support available.

Program Services

Program Services is a supportelement baked into some IBMproducts which allows you toreport suspected IBM defects toIBM. While Program Services isprimarily the purview of S390,some non-S/390 productspurchased before 2003 includedsome form of Program Services,such as the ability to reportdefects by fax or mail. Checkyour program license for details.

6 September 2006

IBM Software Support

service for the last release in a version ofa software product is an indication ofIBM’s expectation that customers will notexperience a high level of trouble due toprogram defects. When service isdiscontinued, corrections to knownproblems remain available, but thedevelopment team is redirected to otherwork, and no new, tested corrections willbe generated for general use. Knownproblems may be reviewed and orderedvia electronic vehicles such as theinternet (e.g, http://www.ibm.com/software/support) However supportprovided by the IBM Support Center willbe discontinued. At discontinuance ofprogram service, associated servicesterminate as well, e.g. IBM Support Lineand SoftwareXcel. The IBM CustomerAgreement (for monthly license chargeproducts) provides information onnotification requirements for discontinu-ance of program services.

Distributed PlatformSoftware Products:

(iSeries, pSeries, Intel & non-IBMplatforms)

The non-S390 platform products do notinclude program services, but includesome level of enhanced services for aperiod of time.

In response to your requests, for allInInInInInttttteeeeerrrrrnnnnnaaaaatititititiooooonnnnnaaaaal Pl Pl Pl Pl Prrrrrooooogggggrrrrraaaaam Lim Lim Lim Lim Liccccceeeeennnnnssssse Age Age Age Age Agrrrrreeeeee-e-e-e-e-mmmmmeeeeennnnnt (It (It (It (It (IPPPPPLALALALALA) ) ) ) ) software announced afterJanuary 1, 2003, IBM will:

o Make product technical supportavailable for at least 3 years from thegeneral availability date of each product(version/release). This technical supportapplies only to the IBM licensed productand will be provided to customers whohave active Software Maintenance,Subscription and Support, or SupportLine agreements. If this product isrunning on an operating system, (or witha corequisite, prerequisite product) thatis no longer supported, IBM technical

IBM zSeries (S/390)Software:

Program Services support for mostzSeries (S/390) products includesproblem support for suspecteddddddeeeeefffffeeeeectsctsctsctscts in IBM code and publica-tions via telephone (voice), andelectronic access. This support isavailable until such time as it iswithdrawn with at least 6 monthsnotice via an IBM announcementletter. IBM will provide remotetechnical specialists necessary toresolve defects in the majority of ourmainframe products at no additionalcost to you. Support for criticalsuspected IBM defect problems isavailable 24 hours a day, 7 days aweek.

IBM Support & SubscriptionOffering (S&S)Some zSeries products are only soldas one time charge (unlike therecurring charge products thatpredominate the platform). Theseproducts have a separate support andsubscription offering which, ifpurchased, provides for the samelevel of support as described aboveplus future releases and versions.Without the support / subscriptionoffering, the only support availableis self help from the Internet.

A third type of product on thezSeries platform are those which areintended to be installed and run onany platform. Those products carrythe support characteristics of thedistributed platforms (describedbelow)

Discontinuance of ProgramServicesIBM provides program service formost of its software products, asassurance that failures to conformto specifications will be addressed.Thus, discontinuance of program

support may be limited to defects thatcan be replicated on supported environ-ments (i.e. supported versions of theoperating systems).

o Ensure support is available for allcomponents of a product until theproduct is withdrawn from support.

o Align product withdrawals of supportto occur only in April or September eachyear.

o Publish a notice of withdrawal ofsupport for a product at least 12 monthsprior to the effective date of the with-drawal of support.

The support periods for productsaffected by this announcement can befound listed on the Web at: http://www.ibm.com/software/info/supportlifecycle.

IBM Software MaintenanceOfferingIncluded in the acquisition of IBM’sDistributed Platform Software, includ-ing the iSeries and pSeries operatingsystem software, is an enhanced level ofsupport named Software Maintenance.Software Maintenance is designed toprovide comprehensive, high qualityremote technical support to your ISorganization. Remote technical supportallows you to obtain assistance from IBMfor product-specific, task-orientedquestions regarding the installation andoperation of currently supported IBMsoftware products. This offering doesnot extend the announced end of servicedate (program services) of a product, andthe remote technical support included inthis offering will not be provided beyondthe end of service date for a product. Itis also not intended as an end-usersupport offering.

It is designed to supplement yoursupport staff skills by providing tele-phone and/or electronic access to IBM’s

September 2006 7

technical support knowledgebasesand technical product specialists.Software Maintenance is includedwith licenses acquired throughPassport Advantage, BusinessPartners or IBM directly.

With Software Maintenance, youreceive the following:

• Ability to access new IBM Softwareversions and releases as theybecome generally available as longas Software Maintenance is current

• Remote problem analysis andassistance during normal countrybusiness hours (e.g.: in NorthAmerica, Monday through Friday,excluding national or statutoryholidays).• Assistance with identifying the

failing product/component— Limited to those

products covered by asupport contract

• Assistance with remote problemdetermination and resolution

• Provided in local language formost major countries

• Voice Access support for IBM code-related problems

• Support for routine, short durationinstallation and usage questions

• Support for mission criticalemergencies (Severity 1) duringoff-shift hours (non-prime shifthours for the country).

• Web access (not available incountries requiring DBCS at thistime)

• Response time objective of twohours during prime shift for voiceand electronic problem submis-sions. Response objective forcritical/emergency problemsduring off-shift hours is two hours.

• Access to registered Web site forenhanced electronic supportfeatures (except the operatingsystem software)

• Ability to authorize any number of

appropriate, you should remember torenew the maintenance for both thehost and workstation licenses.

• Your are entitled to Software Mainte-nance only on the licenses covered.

• If you need support coverage or wantto install a new version/release on oneof the licenses with lapsed SoftwareMaintenance coverage, you will needto acquire “Software MaintenanceAfter License”. This is the only wayyou will be able to reinstate yourlicenses in Software Maintenance.

• Support may be accessed by techni-cal callers which may or may notreside at your site depending on howyour Site Technical Contact definedthem.

Third Party and OpenSource SoftwareThird party software or code isincluded or bundled with some of ourIBM offerings. This code is includedfor your convenience, but is notconsidered part of the IBM program.Sometimes these non-IBM programsare licensed directly by their provid-ers. You agree to use the non-IBMprograms under the provider’s termsand conditions. These are provided inthe IBM licensing agreement whichaccompanies the IBM offering at time ofpurchase.

Because this software is included orbundled with our IBM offerings, IBMdoes testing to ensure the Third Partyproducts will work with IBM programsand function appropriately. Based onthis, IBM Software support willdiagnose problems concerningcustomer problems utilizing theknowledge of how our IBM offeringswork with the Third Party software.Once we have concluded that the IBMprogram is working correctly, but theissue still exists, IBM must refer you,the customer, to the Third Party vendorfor further diagnosis.

technical IS staff who can submitproblems to the IBM Supportspecialists.

• Ability to assign a Site TechnicalContact (STC) who maintains thelist of technical IS staff whom youauthorize to submit/view problemrecords to IBM, for electronicaccess. (except the operating systemsoftware) See Appendix B

For problems that are beyond thescope of Software Maintenance, suchas coding assistance, you will need aseparate services contract, such asConsult Line.

Site Technical Contact (STC)for Passport Advantage:For products where software mainte-nance is aquired through PassportAdvantage or other IBM saleschannels (this is mostly themiddleware on the distributedplatforms), Site Technical Contacts(STCs) need to be identified. Eachsite, including the originating andall additional sites, enrolling in thePassport Advantage (PA) programmust designate a Site TechnicalContact (STC)

If you did not purchase your IBMmiddleware through PassportAdvantage and do not have a SiteTechnical Contact or you do notknow who your Site TechnicalContact is send an email toESRHelpDesk@us.ibm.com

Software MaintenanceCoverage

• When you renew Software Mainte-nance for a product at a site, youshould renew Software Maintenancefor all copies/licenses of thatprogram at that site, no matter howyou acquired those copies. Where

8 September 2006

IBM provides these non-IBM programswithout any warranties or representa-tion, including, but not limited to, thewarranty of non-infringement and theimplied warranties of merchantabilityor fitness for a particular purpose.Under no circumstances will IBM beliable for any direct or indirectdamages, including without limitation,lost profits, lost savings, or anyincidental, special, or other economicconsequential damages, even if IBM isinformed of their possibility. Somejurisdictions do not allow the exclusionor limitation of incidental or conse-quential damages, so the aboveexclusion or limitation may not apply toyou.

IBM does not possess the indepthtechnical skills to diagnose ThirdParty software problems. We mustrefer our customers to those ThirdParty software vendors for technicalsupport when we diagnose the problemis not with IBM Software.

A special case of the above is opensource software which may be includedas part of the solutions IBM provides.Because this code is owned by theopen source community and not byIBM, it will be identified in the licensematerials or in an attachment to thelicense materials as "unwarranted".Because the code is not IBM's, thereare no expressed or implied warrantiesor indemnification. However, like thethird party software described above,IBM does testing so that we arecomfortable our programs will workwith the Open Source software andfunction as they were intended. Likethe case of the Third Party software,IBM software support will attempt todiagnose suspected defects using ourknowledge of the interaction of IBMcode and the open source software. In

some cases we may even have thesource code and may be able toprovide work-arounds for reportedproblems, however the final arbiterover whether a supported fix can beprovided may belong to the opensource community (hence, the"unwarranted" designation).

Support without a ContractFor most IBM Mainframe platformsoftware products, you are entitledto report suspected IBM defectsduring normal business hours (andoffshift for critical problems) byvoice or electronic and will receiveassistance in identifying theproblem source, as long as theproduct release is current. Shouldthe problem turn out to be a defectin IBM code, we will issue defectcorrection information, a restriction,or a bypass per the IBM CustomerAgreement (the document thatdefines support for IBM mainframesoftware). Beyond what is providedon the Internet, Installation supportand support for Q&As is delivered aspart of fee services. As long as theproduct is current, you are entitledto receive fixes for defects andrelease upgrades.

Most IBM Distributed (non-S/390)platform software is provided with thefirst year of Software Maintenanceinclude, giving you the ability to reportsuspected defects by phone or elec-tronically (where available), getinstallation and Q&A support, fixes forIBM defects, and product release andversion upgrades. If you elect to notrenew the Software Maintenance whenit expires, your support is limited toself help from the internet.

Support ExtensionsSupport Extensions are accommodationsfor Customers who are unable tomigrate to a supported software productrelease within the time provided. IBMoffers Support Extensions for thedistributed platform middlewaresoftware products and for the zSeriesplatform software products for aminimum period of 2 years followingthe product release’s end of supportdate.

Support Extension requests for anoperating system (i5/OS, AIX, z/OS,etc.) will continue to be handled on anindividual product/client basis.

For Rational products, Support Exten-sions will be available starting withversion 2003.06.00 and 2003.06.10,released in 2003, and subsequentreleases.)

September 2006 9

IBM’s SUPPORT LINE (orequivalent services by country)Support Line gives you the ability tocontact IBM and ask installation andusage related questions as well asmake defect inquiries about eligibleproducts. You have the option of voiceor electronic (where available) accessto a team of technical specialists.IBM Support Line enables you toreduce your own research time,increase productivity, and concentratemore on your core business.

Support Line is available duringnormal country business hours (e.g.:North America, Prime Shift, Mondaythrough Friday, excluding IBM andnational holidays). Support coveragefor customer’s mission-criticalproblems is available 24 hours per day,7 days per week, in the base supportcontract.

For all eligible software, we help youwith:

General Support:

• Usage and installation questions• Product compatibility and

interoperability questions• Interpretation of product

documentation• Diagnostic information review(s) to

help isolate the cause of a problem(for most zSeries products, this is partof defect support)

• Configuration samples• IBM and multivendor database

searches• Planning information for software

fixes• Defect support

Refer to the Supported Products Listfor the Support Groups and productssupported in your geography athhhhhttp://wwwttp://wwwttp://wwwttp://wwwttp://www.ib.ib.ib.ib.ibm.cm.cm.cm.cm.cooooom/sm/sm/sm/sm/seeeeervirvirvirvirviccccceeeees/ss/ss/ss/ss/sl/l/l/l/l/ppppprrrrroooooddddduuuuucts .cts .cts .cts .cts . More information onSupport Line is available at http://www-1.ibm.com/services/us/index.wss/so/its/a1000030. IBMreserves the right to add or removeproducts supported under SupportLine at any time.

Electronic Support:

Electronic support (where available)allows you to:

• Submit your problems and get youranswers electronically

• View screens remotely• Submit documents electronically• View open APAR’s that you have

submitted• Search our question and answer

database

Support Line announced new termsand conditions on July 10, 2001, to beeffective September 1, 2001. Therevised Support Line offering willprovide support for those operatingsystems and associated products thatare not available with the newlyannounced Software Maintenanceoffering. Having both SoftwareMaintenance and Support Line willensure total support coverage for yourenterprise needs, including IBM andselected non-IBM products.

The support groups available in therevised Support Line offering include:

• Citrix• Compaq Digital• Disk and tape• DYNIX/ptx• HP-UX• Linux• Multivendor — No Operating System• Novell• OS/2• SAN and NAS• SGI• Sun Solaris• Windows• z/OS and OS/390• z/VM, VM, and VSE

10 September 2006

The enhanced electronic support features allows IBM to provide customers with “around-the-clock self-service”capabilities.

Electronic Downloads The ability download fixes

Advanced Search Enhanced search experience by searching across multiple technicalrepositories rather than one

Electronic Problem Submission Report problems on-line when you don’t find your solutions by searchingEstablish real-time collaboration between you and our technicians

Personalization Customizable web views of support content based on your preferences

Automatic Language Translation Dynamic web translation of technical content into one of several languages

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September 2006 11

Premium Support Services Offerings

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• Customers can purchase Pre-mium support for most IBM SWGmiddleware products. A list of theproducts covered can be found at:http://www.ibm.com/software/lotus/support/offerings/productfamily.html• A Premium Support Manager(PSM) is assigned as the accountrelationship manager with responsi-bilities for:

• Situation Management andreporting• Escalations• Proactive problem prevention andknowledge transfer• Strategic Advice such as: coordi-nation of support and planningactivities for the customer's environ-ment

• In accordance with the level atwhich the customer enters the programthey may include other deliverablessuch as:

• Customized skills development /transfer plans• Emergency Onsite days• Onsite Days for planning / skillstransfer• Premium Support Analyst (PSA)

• A PSA if purchased by thecustomer will be assigned to a specificarea of technology chosen by thecustomer• The PSA will have responsibilityfor providing:

• a high level of remote or on-sitetechnical expertise and direction forthe customers environment• diagnostic assistance andsolutions to problems• technical support person on teamfor assigned product technology

For more information on IBM SoftwarePremium Support, contact the SWGPremium Support Business Leader foryour region:

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SoftwareXcel (enterprise edition)provides you with

• S/390 Resolve (the ability to reportproblems and routine installationand "how to" questions electroni-cally)

• S/390 Alert (the ability to be notifiedof high impact fixes)

• Electronic access to FrequentlyAsked Questions

• Electronic download of fixes bylinking to IBM's support database

• Premium response (usually w/i 1hour) during prime shift for sus-pected defect problems

• Remote Screen Viewing capability

See http://www-1.ibm.com/services/us/index.wss/so/its/a1000185 for moreinformation

IBM Software PremiumIBM Software PremiumIBM Software PremiumIBM Software PremiumIBM Software PremiumSSSSSuuuuupppppppppporororororttttt

IBM Software Premium Support is avalue-added customer support servicedeveloped and sold by a Software groupcross-brand team. This is a newoffering, which is separate from theservices offered through ITS or IGS.Through this service, IBM provides anintegrated set of support services thathelps you sustain and optimize yourIBM Software infrastructure. IBMSoftware Premium Support is designedto complement software maintenanceand provides value to you throughproactive support services, knowledgesharing, and problem management. Thisprogram has been designed with anapproach to allow flexibility in the levelof service needed to align with theCustomer's business goals.

America, Canada and Latin America:Alex Lewis at: alex_lewis@us.ibm.comAPAC: Jack Leungat:leungj@cn.ibm.comEurope: Andy_millar@uk.ibm.com

IIIIIBBBBBM's EnhM's EnhM's EnhM's EnhM's Enhanced anced anced anced anced TTTTTececececechnihnihnihnihnicalcalcalcalcalSSSSSuuuuupppppppppporororororttttt (ET (ET (ET (ET (ETS) fS) fS) fS) fS) for Eor Eor Eor Eor EMMMMMEAEAEAEAEACustomersCustomersCustomersCustomersCustomers

Enhanced Technical Support (ETS) is aservice solution that offers an integratedapproach for proactive, coordinatedsupport for multi-product and multi-vendor IT environments, includingHardware, Software, Middleware, Serverand Storage platforms, on top ofstandard annuity support offerings, tomeet the increasing needs for higherIT infrastructure availability at aneffective cost.

ETS provides proactive advices andguidance to pre-empt problems andenhanced problem management toimprove availability across the wholeHW & SW IT infrastructure.

ETS services are built around threevalue propositions:

Personalized enhanced support : anassigned Account Advocate team willlearn the key strengths and weaknessesof your IT infrastructure to help you

to increase the up-time & productivityof your Business Solution

Proactive approach : your AccountAdvocate team will provide guidance andadvices to help pre-empt problems andassuring highest availability of your ITinfrastructure

Integrated services : reducing thecomplexities of multi-product andmulti-vendor IT environment with a fast

12 September 2006

provide to the client the latest servicestatus, advices and recommendationbase on the analysis of the datagathered by the “ETS tool kit”, andfollow-on plans for open issues.

Fast response time: call back within 30minutes for critical problems on all theentitled HW & SW products.

Performance monitoring: reports &advices on iSeries and pSeries server’sperformance and capacity data,resource contention, resourcesapproaching maximum capacity, harddisk/file system utilization, CPU,memory and DASD utilization.

CustomPac: delivery of customizedpackage of program components tofacilitate program installation,program upgrade and application offixes on zSeries servers.

Customized preventive maintenance:the Account Advocate Team willprovide on a monthly basis reportsdocumenting the analysis of problemsoccurring on a worldwide basis in theiSeries, pSeries and z/OS area, whenthey may impact Customer’s environ-ment, and the information on theprogram fixes which potentially willavoid these critical problems.

Enhanced response time: priority

and direct access to the GlobalIBM knowledge pool

ETS covers all common ITinfrastructure support, includingIBM Server and Storage platforms,IBM Middleware and strategic OEMproducts, like Linux, Microsoft,and VMWare.

Highlights of the IBM ITS En-hanced Technical Support

ETS offers several new andenhanced support capabilities ontop of the standard basic supportofferings such as HW & SWMaintenance, SupportLine, andPassport Advantage, including:

Remote Account Advocate Team:team of assigned IBM specialistthat will provide the client withguidance and advices aimed toprevent system downtime orperformance degradation and thatwill inform him/her about newtechnologies, services or practicethat could optimize the client’s ITenvironment.

The Account Advocate Team willalso act as a “situation manager”in case of customer’s critical issuesto speed up the solution andprevent client dissatisfaction.

Review calls: regular call to

handling for HW & SW problemsdefined “critical” by the client.

On site support for critical SWproblems: In the event of a softwareproblem that cannot be analyzedremotely in an effective way, theAccount Advocate team will involvean appropriate technical person tothe Customer’s site.

Availability Manager option: on siteassignment of an Account Advocateteam member, to provide proactiveadvices and service status viaregular review meetings, building acloser working relationship withclients so that they can get mostfrom their IBM support.

Vendor SW Support Coordinationoption: problems submission andcoordination of vendor SW productsnot supported by IBM, versus theclient’s Service Providers.

GDPS option: assistance andmaintenance for “GeographicallyDispersed Parallel Sysplex” IBMsolution

For more information on ETS andadditional ITS services visit

www-304.ibm.com/jct03004c/support/electronic/portal

September 2006 13

Additional Support Ser-vices are optional services thatare available to you for anadditional fee. They can becustomized to fit your individualneeds. Additional supportservices, via the IBM SupportFamily of Services offerings, givesyou direct access to IBM special-ists who are able to handle alltypes of software support issuesyou may encounter.

Complete information about IBM’sSupport Family of Services formost countries can be found on theInternet at: wwwwwwwwwwwwwww.ib.ib.ib.ib.ibm.com.com.com.com.com/m/m/m/m/ssssseeeeervirvirvirvirviccccceseseseses . . . . .

IBM Operational SupportServices — Account Advo-cate (not available in allcountries)This optional fee feature providesyou with remote telephone orelectronic access to an accountadvocate team which will assistyou with coordination andescalation of reported problems forproducts you have covered bySupport Line. Account Advocatesupport extends to distributedmiddleware products supported onthe operating systems covered byAccount Advocate and covered byIBM Software Maintenance. Thisfeature is available during primeshift only. Contact your IBMrepresentative for additionalinformation.

IBM Operational Support Ser-vices — Consult Line (notavailable in all countries)IBM Consult Line provides you withthe ability to schedule telephoneconsultation with IBM technicalspecialists on the topic of your choice.Such topics could include applicationdesign, software configuration,database recovery and repair, andperformance tuning. Consult Lineleverages your own technical skills andincreases your productivity by provid-ing fast access to IBM’s technicalspecialists. IBM will assemble a groupof specialists from various sources asrequired to meet the specific needs ofyour consultation.

Examples of common Consult Lineactivities include:

• Database and catalog recovery• Analyzing documentation for a non-

IBM caused problem• Performing steps of an installation• Reviewing user code to isolate or fix

the cause of a problem not suspectedto be an IBM defect

• Diagnosing or reviewing user exit code• Writing samples at the customer

request• Reviewing performance data or

performing in-depth performanceanalysis or tuning

• Installing maintenance

Consult Line engagements can becustomized and will be arranged bymutual agreement between you andIBM based on availability of resourcesto deliver on the agreement in the timeframe you require.

Performance ManagementServices (not available in allcountries)Performance Management servicesprovide you with a set of performanceanalysis reports, including periodiccharts and graphs identifying yoursystem’s performance and capacitytrends. Highlights include:

• Automated performance data collec-tion for the time period you define,for the calendar period you select

• Easy-to-understand, detailed colourreports and graphs depicting perfor-mance and capacity trends

• Recommendations featuring ways toimprove your system’s performanceand efficiency

Performance Management servicesmake it easier to understand and planyour performance and capacity needs,saving you time in gathering andcollating pertinent trend data.

14 September 2006

SmoothStartSmoothStart provides you with on-site expertise to plan, install, andcustomize a variety of hardware andsoftware products.

Highlights include:

• Evaluation and recommendation• Planning and Project Management• Pre-installation Customer Prepara-

tion• Pre-installation System

Customization• System and/or Software Installation• Post-installation System

Customization• Customer Document Deliverables• Software/Machine and Machine

readable materials delivered

SmoothStart helps increase yourproductivity by ensuring your systemand software are installed andfunctional quickly.

ALERT (not available inall countries)The Alert service offeringproactively provides you withnotification of and information aboutthe most critical and potentiallyharmful program problems. Byusing the information provided byAlert, you can save time and avoidlost resources due to system outages.

Depending on the platform, Alertprovides the information by mail, byfax or electronically using theInternet, IBMLink or iSeriesElectronic Customer Support (ECS).Alert is a very effective resource forcustomers who want to take anaggressive, proactive approach topreventing known problems andensuring system stability.

Platform-Specific ServicesIn addition to these core services,additional services that are uniqueto IBM countries, platforms, orproducts are also available. Moreinformation about IBM’s SupportFamily of Services can be found onour Internet site at: www.ibm.com/services

September 2006 15

Gather Background Information:To effectively and efficiently solve aproblem, the software specialistneeds to have all of the relevantinformation about the problem.Being able to answer the followingquestions will help us in our effortsin resolving your software problem:

• What levels of software were yourunning when the problem oc-curred? Please include all relevantproducts, ie: operating system aswell as related products.

• Has the problem happened before,or is this an isolated problem?

• What steps led to the failure?• Can the problem be recreated? If so,

what steps are required?• Have any changes been made to the

system? (hardware, netware orsoftware)

• Were any messages or other diagnos-tic information produced? If yes,what were they?

• It is often helpful to have a printoutof the message number(s) of anymessages received when you placethe call for support.

• Define your technical question inspecific terms and provide the

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In order to understand and resolveyour software support service requestin the most expedient way possible itis important that you take thefollowing steps before you contact asoftware support center. You willneed to gather information about theproblem and have it on hand whendiscussing the situation with thesoftware specialist. The followingsteps are an example of what isrequired:

Define the Problem:Being able to articulate the problemand symptoms before contactingsoftware support will expedite theproblem solving process. It is veryimportant that you are as specific aspossible in explaining a problem orquestion to our software specialists.Our specialists want to be sure thatthey provide you with exactly theright solution so, the better theyunderstand your specific problemscenario, the better they are able toresolve it. To assist you with problemidentification, refer to the ProblemResolution Worksheet(Appendix A).

version and release level of theproduct(s) in question.

Gather Relevant Diagnostic Informa-tion (if possible):It is often necessary that our softwaresupport specialists analyze specificdiagnostic information, such asstorage dumps, traces, etc., in order toresolve your problem. Gathering thisinformation is often the most criticalstep in resolving your problem.Product specific diagnostic documen-tation can be very helpful in identify-ing what information is typicallyrequired to resolve problems. If youare unsure about what documentationis required, you can always contactsoftware support for assistance ingathering the needed diagnosticinformation.

Determine the Business Impact:You need to assign a severity level tothe problem when you report it, soyou need to understand the businessimpact of the problem you arereporting. A description of theseverity levels is in the following table.

Contacting IBM Support

Severity Level Severity Definition

Severity 1 Critical Impact/System Down: Business critical software component is

inoperable or critical interface has failed. This indicates you are unable to

use the program resulting in a critical impact on operations. This condition

requires an immediate solution.

.

Severity 2 Significant impact: A software component is severely restricted in its use,

causing significant business impact. This indicates the program is usable

but is severely limited

.

Severity 3 Moderate impact; A noncritical software component is malfunctioning,

causing moderate business impact. This indicates the program is usable

with less significant features

.

Severity 4 Minimal impact; A noncritical software component is malfunctioning,

causing minimal impact, or a nontechnical request is made

16 September 2006

The following chart will help to further clarify the severity level definitions.

Severity Level Further Definitions Examples

Severity 1 - Critical situation/System Down - All users of Tivoli Problem Management

- Business critical software component is are unable to register a call

inoperable - The Lotus Notes mail server is down and

- as a rule applies to production environment affecting all users.

- Critical interface has failed

Severity 2 Severe Impact: A software component is - All users of Tivoli Problem Management

severely restricted in its use, causing receive a database manager error while

significant business impact attempting to view open problems

Severity 3 Moderate impact: A non-critical software -A client cannot connect to a server

component is malfunctioning, causing

moderate business impact

Severity 4 Minimal impact: A non-critical software -Documentation is incorrect.

component is malfunctioning, causing minimal -Additional documentation requested

impact, or a non-technical request is made.

When speaking with a softwaresupport specialist, you should alsomention the following items if theyapply to your situation:

• you are under business deadlinepressure

• your availability (i.e. when you willbe able to work with IBM SoftwareSupport)

• you can be reached at more than onephone number

• you can designate a knowledgeablealternate contact with whom we canspeak

• you have other open problems(PMRs/Incidents) with IBM regard-ing this service request

• you are participating in an earlysupport program

• you have researched this situationprior to calling IBM and havedetailed information or documenta-tion to provide for the problem.

Reporting a Software Problem:IBM does not warrant that our productsare defect free, however we do endeavorto fix them to work as designed. Youmay be surprised to learn you play akey role in this effort. Our remotesoftware support is available to provideyou assistance and guidance, howeverwe assume that you will provideinformation about your system and thefailing component, information that iskey to resolving the problem.

This information includes capturingdocumentation at the time of a failure,applying a trap or trace code to yoursystem, possibly formatting the outputfrom the trap or trace, and sendingdocumentation or trace information, inhardcopy or soft copy, to the remotesupport center. You are also responsiblefor obtaining fixes, by downloading orby receiving ones that have beenshipped to you on media, applying thefixes to your systems and testing the

fixes to ensure they meet your needs.Occasionally, removal of installed fixesmay be necessary in the process ofisolating problems. And sometimes fixinga problem will mean the installation of alater release of the software as some fixescannot be retrofitted into earlier code.

You need to be aware of your responsi-bilities when working with an IBMsupport center. If you do not have therequired skill or are unwilling to do thework, you can engage a services provid-ers such as IBM Global Services (IGS) ora business partner to assist you, for anadditional fee. If you are involved in aservices engagement in which IGS or aBusiness Partner is designing andimplementing an application for you, youshould insist the statement of work bevery clear as to whose responsibility it isto work suspected code defect issueswith IBM, to ensure proper entitlementfor remote support.

September 2006 17

this time, you will not be able tosubmit Lotus product or Informixproduct support problems via yourServiceLink userid.

Please note: IBM is not responsiblefor delays caused by networkingproblems encountered when report-ing problems electronically. Custom-ers are also responsible for acquiringtheir own Internet service providershould they wish to use either of theInternet submission capabilitieslisted above.

follow-up your web submission with acall to your local support centerreferencing the problem number youreceive on the web. We want to ensurethat your emergency call will be handledin the appropriate time frame.

Software Maintenance Offering:PMR submission is available with theSoftware Maintenance offering. Accessto the new tool is available through theIBM Software Support Web site which isat url:hhhhhttp://wwwttp://wwwttp://wwwttp://wwwttp://www.ib.ib.ib.ib.ibm.cm.cm.cm.cm.cooooom/sm/sm/sm/sm/soooooftwftwftwftwftwaaaaarrrrre/se/se/se/se/suuuuuppppppppppooooort.rt.rt.rt.rt.Click in the box that has ContactSupport. You must be a registereduser/authorized caller to use this tool.Please work with your Site TechnicalContact to be authorized for this servicecapability.

Note: This service is not available incountries that require DBCS at thistime.

Support Line Offering:If you have a current IBM SSSSSeeeeervirvirvirvirviccccceLinkeLinkeLinkeLinkeLinkuserid and password you will still beable to submit

problems to IBM through your normalprocesses on the IBM support Web pageat: http://www.ibm.com/support. At

Accessing Software SupportWhen calling or submitting a problemto IBM Software Support about aparticular service request, please havethe following information ready:

• IBM Customer Number• Product serial number or support

access number, if available• Machine type/model/serial number

(SW Maintenance)• Company name• Contact name• Preferred means of contact (voice or

email)• Telephone number where you can be

reached if request is voice• Related product and version informa-

tion• Related operating system and database

information• Detailed description of the issue• Severity of the issue in relationship to

the impact of it affecting your businessneeds

INTERNET ACCESSThrough the electronic problemsubmission Web site(s), you may postsupport questions electronically to thesame support specialists who staff IBM’stelephone support lines. Prior tosubmitting a problem via the Internetyou will need the same information as ifyou were placing a problem by tele-phone. This capability allows you toput all of the pertinent informationabout your problem into the problemrecord via the Internet without havingto wait for someone to call you back.This should save you time and help withproblem resolution time.

If you are submitting a severity oneproblem and it is outside of normalbusiness hours in your country youshould open your problem by voice or

18 September 2006

Response criteria may vary from country to country

local language where possible. Atechnical contact from your site mustbe available to work with IBM’stechnical support staff during theentire time we are performing supportservices outside of normal countrybusiness hours. My personal recom-mendation is that you use voice ratherthan Internet offshift to ensure prompthandling.

Severity Impact Response Goal

1 Critical business impact Within two hours

2 Significant business impact Within four business hours

3 Some business impact By the end of next businessday

4 Minimal business impact By the end of next businessday

zSeries Platform Response Objectives

products, IBM’s response objectivescontinue to be based upon the severityof the request. The following tabledescribes these objectives:

Our goal is to respond to critical,Severity 1 System/390 problemsreported off shift within 2 hours. You areexpected to have an appropriately skilledperson available at all times to workcontinuously with the IBM support teamwhenever they are working on Severity 1problems you have reported. All otherseverity System/390 problems reportedoff-shift will be queued for responseduring normal business hours.

Off-Shift Support:During Off shift hours we will usecommercially reasonable efforts torespond, by telephone, within two hoursto service calls which you specify to beCustomer Critical problems (severity 1).Normal country business hours aredefined by the prevailing business hourswithin your country, e.g.: 8:00am to5:00pm in North America or 9:00am to6:00pm in some parts of Asia andEurope, Monday through Friday, exceptnational holidays. Off-shift hours aredefined as all other hours outside ofnormal country business hours. Off-shiftsupport will be provided in Englishhowever, we will try to accommodate

VOICE ACCESSIBM Voice Support is available formost zSeries platform softwareproducts and to all current supportcontract holders through a SinglePoint of Contact (SPOC) telephonenumber in your country (whereavailable). You will be required toprovide your IBM Customer Numberfor validation of the support service towhich you are entitled to as well asthe product about which you arecalling. Please refer to “Appendix B:Contact Information” at the back ofthis guide for specific country phonenumbers.

RESPONSE OBJECTIVESPrime Shift Support:When you call software support toreport a problem, or update/gainstatus on a problem, your request willbe routed to a technical specialist.For support contract holders on thenon-zSeries platforms, IBM’s goal isto return your call within 2 businesshours during prime shift, and within 2hours during off-shift hours forcritical problems.

PPPPPllllleeeeeaaaaassssse ne ne ne ne nooooottttte:e:e:e:e: IBM will use commer-cially reasonable efforts to respond,to service calls from your authorizedcallers within two hours duringnormal country business hours. Ourinitial response may result inresolution of your request, or it willform the basis for determining whatadditional actions may be required toachieve technical resolution of yourrequest.

zSeries response objectives:For problems reported against MLC(i.e., System/390 or zSeries) software

September 2006 19

How your call is handled by IBMSoftware SupportYou may submit your request forassistance by using Web problemsubmission tool(s) or by contactingIBM directly by telephone (SeeAppendix B for country phone num-bers). These requests are logged intothe IBM problem management system.

Once logged, a unique problemmanagement record (PMR) or Inci-dent/Support Case is created. Pleasemake note of this PMR number,Incident number, or Support Casenumber and use it in any futurecommunication on this issue with thesupport center. Your PMR, Incident,or Support Case is routed to a resolu-tion team for handling. You may betransferred directly to the resolutionteam or your issue will be placed in aqueue for call back. In either case, thenext person you speak with will be aspecialist in the appropriate resolutionteam.

At the resolution team level your call isresearched, resolved, or escalated asappropriate. Due to the level ofspecialization required to maintainsuperior technical expertise at theteam level, it is sometimes necessary toinvolve more than one support team inresolving a particular softwareproblem. This is easily handled, as oursupport teams are all networkedtogether and work as one to resolvewhatever problems or issues arise.

In order to investigate the issue, IBMmay need to access information onyour system relative to the failure, ormay need to recreate the failure to getadditional information. Should the

support specialist working with youcan help you set up the transfer.

• Review the problem information ortest cases on-line by setting up aremote session. This capabilitymay be tailored to the capabilities ofyour country or your platform.Sometimes the capability is pro-vided via a services offering such asRSVSFand NetOp, which, in turn, may beincluded as part of other IBMservice offerings. For moreinformation, call the SupportFamily Information Center, ServiceOffering Inquiry number, orServices number for your country.See “Appendix B: Contact Informa-tion” for contact numbers.

During this investigation process, theResolution Team determines if yourdefect issue falls into one of threecategories as described below:

1. A known defect-related issue: If theResolution Team determines that theissue is the result of a softwaredefect that has previously beenreported, the following actions maybe taken:

• A fix or workaround is providedto circumvent or correct the issue

• If no workaround is available andit is determined one is required,the Resolution Team will workwith you to find the best feasibleworkaround

• The Resolution Team advises you when the defect (APAR) or(SPR) is closed, assists in fiximplementation and updates yourproblem record.

problem be configuration related, it ispossible you may need to recreatethe problem to get that requiredinformation.

Submitting problem informationto IBMOur software support specialists mayrequest that you send in the probleminformation or test cases or that they beable to view it with you electronically.Note: Once your documentation iscompletely received, IBM will treat itsimilar to the way we treat IBMConfidential information. We will use itonly for the purposes for which it wasprovided; we will not disclose it toother parties; and we will delete ordestroy it when it is no longer required.

To accomplish this, you may be offeredseveral options by the IBM supportspecialist:

• Mail the requested problem informa-tion or test cases to the addressprovided.

• If you and the IBM support specialistagree, you may decide to send yourproblem information or test cases toIBM electronically via IBM Link (partof fee services available in mostcountries), via the Internet using FTP,or through other, country-specific,electronic means. When contemplatingelectronic submission, data transferrates and information security becomeimportant considerations. For verylarge (normally S/390) documents,there is a compression utility,TRSMAIN, available from the S/390Software Service Web site at: h h h h http://sttp://sttp://sttp://sttp://seeeeervirvirvirvirviccccceeeee.s.s.s.s.soooooftwftwftwftwftwaaaaarrrrreeeee.ib.ib.ib.ib.ibm.cm.cm.cm.cm.cooooom/m/m/m/m/333339999900000.s/s.s/s.s/s.s/s.s/suuuuuppppppppppooooort?lrt?lrt?lrt?lrt?laaaaang=eng=eng=eng=eng=engngngngnglililililisssssh h h h h The IBM

20 September 2006

22222. A new defect: If the ResolutionTeam determines that the issue is theresult of an IBM software defect thathas not been reported before, wewill work with you to create anAuthorized Program Analysis Report(APAR) or Software Problem Report(SPR) to track the resolution of thedefect. These APAR’s and SPR’s arerouted to the appropriate develop-ment teams.

The development teams analyze theAPAR or SPR to determine how thedefect will be addressed. One of anumber of fix schedules may result:

• The defect is determined to beof high impact, a code fix iscreated and delivered to thecustomer

• The defect is determined to beof lower impact which does notrequire an immediate, permanent fix, we may defer the fix fora future release. APARs willreflect deferred fixes with aclosing code of “FIN ”(Fixed Ifthere is a Next release) todesignate plans for inclusion ina future release.

• For impacting problems, once anAPAR or SPR is created theappropriate development team(s)become engaged and will workto resolve the situation.

See “How a Code Defect is Handledby Support, IBM Products” later onthis page for additional detail aboutthis category.

33333..... A problem that is not defect-related:If the Resolution Team determinesthat the issue is not a software defectin supported IBM code, we willcontinue to work the problem toresolution only at the request andagreement of the customer under aseparate services agreement.

Lotus Products:If Lotus determines that a customer’srequest for service is a result of asoftware defect that has not beenpreviously reported, then Lotus Supportwill request diagnostic information inorder to create a Software ProblemReport (SPR) to track the resolution ofthe defect. For low impact problemswhere the customer does not need animmediate, permanent fix, LotusSupport may defer the fix for a futurerelease. For high impact problems, oncea SPR is created, Lotus Support willmake every effort to develop aworkaround that the customer can useuntil the problem has been resolved.The appropriate development team(s)may also be engaged and will work toresolve the problem. Because of thecomplexities of the environmentssupported, SPR’s will often take severalweeks, possibly months, to debug and towrite, test, package and distribute thefix.

How Technical Questions(How-to/Install) are handledby SupportTechnical question support allows you toobtain assistance from IBM for productspecific, task-oriented questionsregarding the installation and operationof currently supported IBM software.In the course of providing answers toyour technical questions, we may referyou to product documentation orpublications, or we may be able toprovide a direct answer to assist you inthe following areas:

• Short duration problems involving• installation• usage (how-to)

• Specific usage/installation questionsfor documented functions

• Product compatibility andinteroperability questions

Once you have received a program fix,we will follow up with you to confirmresolution of your problem. If you haveverified the fix, please contact thesupport center so that the PMR/Incident/Support Case may be placedin a resolved status. If for some reasonthe problem is not resolved, or you aredissatisfied with the solution, yourproblem record will remain open whileIBM support personnel continue towork on the problem. The PMR/Incident/Support Case will not beclosed until the problem has beenresolved to your satisfaction.

How a Code Defect isHandled by SupportIBM Products:If IBM determines that a softwaredefect has been identified an Autho-rized Program Analysis Report(APAR) will be created which de-scribes the problem in detail, alongwith any necessary diagnostic docu-mentation that you may be asked toprovide. Because of the complexities ofthe environments supported, APARswill often take several weeks, possiblymonths, to debug and to write, test,package and distribute a fix For highimpact problems, IBM SoftwareSupport will make every effort todevelop a bypass or workaround thatyou can use until the APAR has beenresolved and a Program Temporary Fix(PTF) has been created. Code fixes forIBM products may be distributed viasoftware subscriptions, servicepackages or in a future release of theproduct. In such cases when the fix isdelivered on physical media, a mini-mal shipping and media charge mayapply.

September 2006 21

mainframe to the smallest laptop,you want your system to be availablewhen you need it to get your workdone. The data should also be securefrom loss or contamination, ensuringconfidence in the accuracy of theresults. IBM recommends theinstallation of Preventive ServicePackages to proactively avoidimpacting problems caused bysoftware defects already known andcorrected by IBM.

Preventive Service Packages areupdated frequently. If you have astable environment in which youinfrequently encounter problems,you need not install every package;however, we recommend periodicinstallation based on your particularoperating environment. Beforemaking major changes such asadding new hardware or software oreven major applications, you shouldconsider installing the most recentPreventive Service Packages.

The delivery mechanism and mediavaries by operating system platform(see the table on the following page,)

Reopening A PMR/Incident/Support CaseIf the recommendations that we provideyou to resolve your problem fail tosatisfy the requirements you mayreopen the PMR/Incident/Support Caseby calling your local support center andreferencing the original PMR/Incidentor Support Case number. (note: ForIBM PMRs/Incidents this must be donewithin 31 days of original closing date).

Submitting Software Require-mentsThe most effective vehicle available toprovide IBM software development yoursoftware requirements is to attend oneof IBM’s technical conferences. One ofthe primary objectives of user groupssuch as GUIDE, SHARE, COMMON, orthe TECHNICAL INTERCHANGE is tocollect user requirements for futurereleases of our software products.Technical conferences provide anexcellent opportunity for you to discussrequirements directly with our develop-ment teams.

If you do not have the opportunity toattend user group meetings or wouldsimply prefer not to wait until the nextmeeting, IBM support personnel canhelp. Your local sales team can inputyour requirements into ourrequirements database. Fromthere, they go directly to oursoftware development teamswho are responsible forevaluating the require-ments and prioritizingthose accepted forinclusion into futureproduct releases.

Preventing ProblemsRegardless of what type of systemyou are running, from the largest

• Technical references to publica-tions, ie. redbooks, manuals, etc.

• Assistance with interpretation ofpublications

• Providing available configurationsamples

• Planning information for softwarefixes

• IBM database searches

Software Maintenance or SupportLine are not structured to addressquestions on performance, consultingor extensive configuration questions.Additional telephone and on-sitesupport services are available tomeet these needs (see page 11). Forfurther information about theseservices please contact your IBMRepresentative who can help directyou to the person(s) who can discussyour needs.

WhWhWhWhWhaaaaat Can t Can t Can t Can t Can YYYYYou Do If ou Do If ou Do If ou Do If ou Do If YYYYYou ou ou ou ou ArArArArAreeeeeNoNoNoNoNot t t t t SSSSSaaaaatttttisfied isfied isfied isfied isfied With With With With With TTTTThe he he he he SSSSSuuuuup-p-p-p-p-porporporporport t t t t TTTTThhhhhaaaaat t t t t YYYYYou Haou Haou Haou Haou Havvvvve Re-e Re-e Re-e Re-e Re-ceived?ceived?ceived?ceived?ceived?

Escalation ProceduresWe believe IBM Support is "Best ofBreed." If at any point in our serviceprocess, you feel we are not meetingour commitments to you (as outlinedin this handbook), you may call ourattention to this problem by asking tospeak with a Duty Manager or bycalling your customer serviceexecutive or branch office fieldmanager. Escalations to an IBMmanager will receive promptattention and management focus. TheDuty Manager or field manager willwork with our technical staff toensure your request is being handledappropriately.

22 September 2006

Operating System Preventive Service Package Method Packaging Frequency/Platform

OS/2, DOS, Windows*... Fix Pack Customer 1 FixPack per product Semi-Annually

downloads from

BBS or WWW

pSeries,spSeries, Maintenance Customer orders Accumulation of fixes, Approx.

HP/UX*,Solaris*... Level and Recommended via WWW new device support and Semi-Annually

Maintenance Packages . programming

enhancements

iSeries CUM CD-ROM Customer orders CD-ROM of recommended 3 - 8 per year

Group PTFs, Service Packs, by ECS, fax, mail, service Depending on

HIPER PTFs phone or Internet age of the release

OS/390, z/OS Recommended Service Upgrade Customers use All uninstalled PTFs HIPERs reviewed

RSU ShopzSeries applicable to the recommended

application to order customer’s selected SMP weekly

zone with IBM RSU Quarterly

recommendations (RSU)

and service information

(Enhanced HOLDDATA).

Delivered electronically or

(if too large for electronic

delivery) via tape.

Installed using SMP/E.

Enhanced HOLDDATA Download from Service data for entire Daily

Web site or from platform that can be recommended

ESO or CBPDO processed by SMP/E to weekley

tape create a report about

outstanding problems on

a given system

VM Recommended Service Upgrade Customer orders Cumulative IBM Recom- 2-4 times a year

RSU via ShopzSeries mended service, preapp.ied

and prebuilt. Installed using

VMSES/E

VSE FSU Tape Customer orders complete system with all 1-2 per year

by phone or PTFs applied

ShopzSeries and

installs via FSU

process

Not all options are available in all geographies

September 2006 23

Preventive Service Packages are notavailable for IBM Informix products.Informix users with valid maintenanceagreements may request at any timeproduct updates from an Informixsupport center. Release Notes, whichare linked from http://www.ibm.com/software/data/informix/support, containdetailed information about the defectsfixed in each release.

IBM also maintains a list of fixes forHigh Impact APARs that should beconscientiously installed betweenPreventive Service Package installa-tions, depending on the applicability toyour environment. These APARs arecategorized as “HIPER” which meansthe problems they describe and fix arein one or more of the following catego-ries:

• Problems that cause the destructionand/or contamination of customer data

• Problems that cause the customer tore-IPL, reboot, recycle, or restart oneor more systems or subsystems

• Problems that cause a major loss offunction

• Problems that cause severe impact tosystem performance or throughput.

Lists of fixes for these HIPER APARsare available from IBM SoftwareSupport in Preventive Service Planning(PSP) information “buckets” or in TivoliRelease Notes. In addition, for theOS/390 platform, this information isavailable via the recently announced“OS/390 Enhanced HOLDDATA”.See http://service.boulder.ibm.com/390holddata.html for details. IBM alsooffers services to notify you of theseHigh Impact APARs as soon as a bypassor fix is available (see ALERT on page12), or Local support services may alsobe available to help you select preven-tive service or a preventive servicestrategy to meet your specific needs.

For the OS/390 parallel sysplexenvironment, IBM has maintenancerecommendations atwww.s390.ibm.com/marketing/psos390maint.html. Preventive servicetakes a little time to do well, but thereturns to, system stability and dataintegrity, make it worthwhile.

24 September 2006

APPENDIX A: PROBLEM IDENTIFICATION WORKSHEET

Complete this form before calling Technical Support

This form helps you identify problems and assists IBM Technical Support in finding solutions.

System InformationWhat is the failing product?What is the version and release number?What machine model, operating system, and version are running?

Problem DescriptionWhat are the expected results?What statement or command is being used?What are the exact symptoms and syntax?

What is or isn’t happening, including exact error number and message text?

Is anyone else experiencing the problem?Is this the first time this operation has been attempted?Is this the first time this problem has occurred?

EnvironmentWhen did this activity work last?What has changed since the activity last worked?

__ Hardware type/model __ Application __ Operating system/version __ Level of usage __ New product version/release __ Maintenance applied

If the problem does not occur every time, under what conditions does the problem not occur?

Is there any other software running on the system which may be conflicting with this product?

Problem IsolationIdentify the specific feature of the software causing the problem.

Can the problem be reproduced? If so, please provide a reproducible test case or instructions on how to reproduce the errorcondition

September 2006 25

Appendix B: Passport Advantage Site Technical Contact

Once registered and authorized on thissite, a caller is able to:

• submit incidents/PMR’s through theEIS Web site.

• access registered electronic supportprovided in the support web site at:www.ibm.com/software/support

The following information will beprovided in the support welcome letterthat will be sent to the STC along withtheir Passport Advantage customernumber which is your unique identifierwhen working with either voice orelectronic problem submission.

Site Technical Contact RegistrationActivity:In order to access our technicalsupport Web site, you will be requiredto register with a current emailaddress, IBM customer number, andname. You will be prompted to selectyour user name and password whichwill entitle you to access the site 24hours a day, 7 days a week. Onceregistered, you will be able to enterany number of IS personnel to yourauthorized contact list. To simplify themanagement of your contact list, youwill be able to set each authorizedperson to a status of “Active”, “Inactive”,or “Terminated”. Please take the timeto ensure that all of the authorized ISpersonnel within your site are added tothis list. This will enable them tocontact IBM on your behalf. Once youhave added your IS personnel to yourauthorized contact list, each authorizedcontact must go to the website andregister prior to using the electronicproblem submission.

Please ensure that all authorizedcontacts have the information containedwithin the Support Welcome letter,links to this IBM Software SupportGuide and URLs, and any othersupport notices you may receive duringthe period of your Software Mainte-nance coverage.....

Each site, including the originating andall additional sites, enrolling in thePassport Advantage (PA) program mustdesignate a Site Technical Contact(STC) responsible for the SoftwareMaintenance offering at that site. Moreinformation about the PA Site Enroll-ment Form can be found on the PA Website at: hhhhhttp://wwwttp://wwwttp://wwwttp://wwwttp://www.ib.ib.ib.ib.ibm.cm.cm.cm.cm.cooooom/sm/sm/sm/sm/soooooft-ft-ft-ft-ft-wwwwwaaaaarrrrre/pe/pe/pe/pe/paaaaasssssssssspppppooooortartartartartadddddvvvvvaaaaannnnntatatatatagggggeeeee..... This personwill be responsible for:

• allocating and/registering AuthorizedCallers to enable them to have accessto electronic technical support.

• keeping all access and caller informa-tion current

• overall compliance for the softwareproducts within their site

The STC will be authorized to:

• add/maintain the Caller List on theElectronic Incident Submission (EIS)Web site

• The STC is the only authorized callerto edit the Caller List for a site; Pleasenote that the callers you enable forsupport should be technically capableof working problems with the productsassociated on their contract

• change the status of the technicalcaller, which will limit the caller’saccess to remote support.

There are 3 levels of technical callerstatus:

• AAAAActictictictictivvvvveeeee - user can submit new Inci-dents/PMR’s, as well as view/updateexisting problems

• InInInInInaaaaactictictictictivvvvveeeee - user is in view-only mode -and cannot create or update problemrecords/incidents

• TTTTTeeeeerrrrrminminminminminaaaaattttteeeeeddddd - user is not authorized toaccess support at all

STC Process for AddingAuthorized Callers:

The Primary Site TechnicalContact (PSTC) is responsible forensuring that your company’s ISsupport personnel understand howto work with IBM remote techni-cal support.

To take full advantage of thefeatures and benefits of IBM’ssupport services on IBM’s SoftwareSupport Web site that includesweb-based access to personalizedfeatures such as My Support,entitled content, and ElectronicService Request (ESR), you mustfirst register with IBM by going towww.ibm.com/software/supportand selecting “Register” that islocated in the top right-handcorner. If you already have anIBM ID and password fromanother participating ibm.com website such as Passport AdvantageOnline, you can use that same IDand password to log in to the IBMSoftware Support Web site.

Electronic Service Request (ESR)is IBM’s electronic problemsubmission tool that you can useto create Problem ManagementRecords (PMRs) to report andmanage issues you are havingwhile installing or using IBMsoftware. To access ESR, all usersmust 1) be registered with IBMand 2) be on your company’s ESRAuthorized Caller list.

Please note that not all methods ofaccessing remote technicalsupport are included in all supportofferings. The information belowapplies to ESR.

26 September 2006

electronically submit and track PMRsusing ESR.

Users can also electronically requestaccess to ESR by using the ESR CallerSelf-Nomination form, which can beaccessed by logging into ESR. If youare not a caller on a contract, the formwill be displayed. Complete andsubmit it. If you are already a calleron a contract, and want to be added toanother contract, log into ESR, select“My profile for Electronic ServiceRequest” from the left side of the page,and then select “Request additionalcontracts” from the upper right side ofthe page. Complete and submit theform.

Each time a user requests access toESR using the ESR Caller Self-Nomination form, the PSTC willreceive an e-mail notifying them ofthe request. The PSTC or SSTC canapprove or deny the request by logginginto ESR, selecting “Site technicalcontact administration” from the leftside of the page and selecting “Man-age nominations”, which is also locatedon the left side of the page. If the useris approved, an e-mail will be sent tothe new user containing instructionson how to access ESR.

To access additional information onESR:

- go to our Support Web site athttp://www.ibm.com/software/support/, click the “Assistance” taband then click “ESR Help”

- log into ESR then click “Help”or “ESR Help” located on the leftside of the page

You can also access ESR Helpdirectly at www.ibm.com/software/

support/help.html.

Note: Adding and updating the Autho-rized Caller information in ESR appliesonly to ESR. You must update PassportAdvantage Online (www.ibm.com/software/passportadvantage and choosethe Passport Advantage Online tab andthen “Customer sign in”) for anychanges to your Passport Advantageprogram contacts, including the SiteTechnical Contact, to apply there.

The PSTC will be added as anAuthorized Caller by IBM. ThePSTC will then add AuthorizedCallers to ESR. After the PSTC isadded, they will receive an e-mailWelcome Letter that is specificallydesigned for their access to ESR.The PSTC is to follow the instruc-tions in the e-mail Welcome Letter.It is important that the PSTC use thelink embedded in the e-mail andfollows the instructions contained inthe e-mail to ensure that theirAuthorized Caller record is set upcorrectly.

After the PSTC has used the URL inthe e-mail Welcome Letter to accessESR the first time, they can thenaccess ESR directly from the IBMSoftware Support Web site atwww.ibm.com/software/support, byclicking on the “Submit/trackproblems” tab, then click on “ESR”and use their IBM ID and passwordto log in.

The PSTC is responsible for creatingand managing a list of SecondarySite Technical Contacts (SSTCs) andAuthorized Callers who can accessESR. SSTCs can add AuthorizedCallers and submit and createPMRs. Authorized Callers cansubmit and create PMRs. To addAuthorized Callers, users must havefirst registered with IBM and givethe PSTC or SSTC their IBM ID.The PSTC then logs into ESR,selects “Site technical contactadministration” from the left side ofthe page and then selects “Addcaller”, which is also located on theleft side of the page. After a user hasbeen added as an SSTC or Autho-rized Caller in ESR, a welcome e-mail will be sent to the new userwith instructions on how to accessESR. The new user can then

September 2006 27

Appendix C: Contact Numbers

The intent of software support is to provide our Customers with the quality software service and services they need. Thismeans consistently meeting your expectations 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.

More than just a service provider, we would like to be your advocate with our support structure. Therefore, besides the basicsupport numbers, the US section of the IBM Software Support Guide also provides you the numbers to reach a duty man-ager, the numbers for service site hotlines, and the numbers for service site managers. You are a valued customer. If, for anyreason, we are not meeting your expectations, please call us.

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28 September 2006

North America

CANADA:

Platform Mail Address: Facsimile Inernet Email:il:il:il:il:

Personal SystemsPersonal SystemsPersonal SystemsPersonal SystemsPersonal Systems IBM Canada Ltd.PS Program Services IBM Canada Ltd. pcswfix@ca.ibm.com3600 Steeles Avenue East PS Program Services Subject PS ProgramC3/471/3600/MKM 905-316-2692 ServicesMarkham, OntarioL3R 9Z7 INFORMIX

Phone: 800-274-8184Fax: 913-599-8590tsmail@us.ibm.com

pSeriespSeriespSeriespSeriespSeries IBM Canada Ltd. IBM Canada Ltd. aixsupt@ca.ibm.comRS/6000 Customer Assist Centre RS/6000 Customer Assist Subject: pSeries3600 Steeles Avenue East Centre Program ServicesC3/N89/3600/MKM pSeries Program ServicesMarkham, Ontario 905-316-2692L3R9Z7

iSeriesiSeriesiSeriesiSeriesiSeries IBM Canada Ltd. IBM Canada Ltd. iSeries n/aiSeries Support Group Support Group iSeries3600 Steeles Avenue East Program ServicesC3/505/3600/MKM 905-316-2692Markham, OntarioL3R 9Z7

NetworkingNetworkingNetworkingNetworkingNetworking IBM Canada Ltd. IBM Canada Ltd. n/aNetworking Program Services Networking Program3600 Steeles Avenue East ServicesE3/402/3600/MKM 905-316-2535Markham, OntarioL3R 9Z7

Other SupportOther SupportOther SupportOther SupportOther Support Phone numbers (voice)Phone numbers (voice)Phone numbers (voice)Phone numbers (voice)Phone numbers (voice)S/390, Tivoli, Support Line, 800-IBM-SERVPassport Advantage (24 hours) 506-646-4000

Informix Support Prime Shift: 800-274-8184Off-Shift sev1’s: 1-888-876-9797

IBM U2 Support 800-729-3553

IBM Ascential Support 866-463-6669

Support for Universal Access Programs 888-SUPPORT

Hardware Service (24 hours) 800-IBM-SERV

When you’re not sure where to go with your Question 800-IBM-4YOU

Duty Manager 800-IBM-SERV

Support Family Information Center 888-426-4343 Option 3

September 2006 29

CONTACT INFORMATIONUNITED STATES:

Platform Mail Address: Facsimile Inernet Email:

Personal SystemsPersonal SystemsPersonal SystemsPersonal SystemsPersonal Systems IBM Corporation 800-426-8602 SSMC@us.ibm.comSolutions Managemnt Center Subject: PS Program ServicesZip 30-01-0A13800 Diplomat DriveDallas, Texas 75234

pSeries (RS/6000)pSeries (RS/6000)pSeries (RS/6000)pSeries (RS/6000)pSeries (RS/6000) IBM Corporation 512-823-7634 http://techsupport.services.Attn: pSeries ibm.com/server/pservProgram Services

13800 Diplomat Drive

Internal ZIP: 30-01-1CEDallas, Texas 75234

iSeriesiSeriesiSeriesiSeriesiSeries IBM Corporation 800-288-9584 via ECSHighway 2 NorthDepartment LYJRochester, MN 55901

S/390 & Support Line (24 hours)S/390 & Support Line (24 hours)S/390 & Support Line (24 hours)S/390 & Support Line (24 hours)S/390 & Support Line (24 hours) 800-IBM-SERV see email address forsee email address forsee email address forsee email address forsee email address forSoftware Maintenance (all series)Software Maintenance (all series)Software Maintenance (all series)Software Maintenance (all series)Software Maintenance (all series) (770-955-6016) the particular platformPassport AdvantagePassport AdvantagePassport AdvantagePassport AdvantagePassport Advantage (voice)System i and System p Software MaintenanceSystem i and System p Software MaintenanceSystem i and System p Software MaintenanceSystem i and System p Software MaintenanceSystem i and System p Software Maintenance

Retail Store Solutions 800-IBM-SERV (8:00 AM - 5:00 PM Eastern)

Tivoli SupportTivoli SupportTivoli SupportTivoli SupportTivoli Support 800-IBM-SERV

Informix SupportInformix SupportInformix SupportInformix SupportInformix Support Prime Shift: 800-274-8184 email: tsmail@us.ibm.comAT&T Direct code: 000 410Off Shift sev1’s:1-888-876-9797Fax: 913-599-8590

IBM U2 SupportIBM U2 SupportIBM U2 SupportIBM U2 SupportIBM U2 Support 800-729-3553 U2Support@informix.comFax: 303-294-48321099 18th Street, Suite 2500Denver, CO. 80202

IBM Ascential SupportIBM Ascential SupportIBM Ascential SupportIBM Ascential SupportIBM Ascential Support 866-463-6669866-463-6669866-463-6669866-463-6669866-463-6669

SuSuSuSuSupppppporporporporport ft ft ft ft for Uor Uor Uor Uor Unnnnniiiiivvvvveeeeerrrrrsasasasasal l l l l AAAAAccccccescescescescess Ps Ps Ps Ps Prrrrrogogogogogrrrrramsamsamsamsams 888-SUPPORT

HarHarHarHarHardddddwwwwwararararare Se Se Se Se Seeeeervrvrvrvrviiiiice (2ce (2ce (2ce (2ce (24 hou4 hou4 hou4 hou4 hourrrrrs)s)s)s)s) 800-IBM-SERV

When yWhen yWhen yWhen yWhen yououououou’’’’’rrrrre noe noe noe noe not st st st st suuuuurrrrre whee whee whee whee wherrrrre te te te te to go wo go wo go wo go wo go wiiiiith yth yth yth yth yououououour qr qr qr qr quesuesuesuesuestttttiiiiiononononon 800-IBM-4YOU

Duty ManagerDuty ManagerDuty ManagerDuty ManagerDuty Manager 800-IBM-SERV

Support Family Information CenterSupport Family Information CenterSupport Family Information CenterSupport Family Information CenterSupport Family Information Center 888-426-4343 (option 3)

30 September 2006

If things don’t go right...

If ttttthinghinghinghinghings ds ds ds ds dooooonnnnn’’’’’t gt gt gt gt go ro ro ro ro rigigigigighhhhht,t,t,t,t, you can always get help by calling the duty manager.However, here are some additional numbers should IBM’s software support fail to meet your expectations:

PPPPPrrrrroooooddddduuuuuctctctctct HHHHHoooootlintlintlintlintlineeeee LoLoLoLoLocacacacacatititititiooooon Mn Mn Mn Mn Maaaaannnnnaaaaagggggeeeeerrrrr Lo Lo Lo Lo Locacacacacatititititiooooon Mn Mn Mn Mn Maaaaannnnnaaaaagggggeeeeer Pr Pr Pr Pr PhhhhhooooonnnnneeeeeAIX Support Line & 800-IBM-SERV (ask Wayne Reed 214-257-9301 SW Maintenance for pSeries Duty Mgr)

Ascential 866-463-6669 Gene Faessler 508-599-7164

Bookmanager 800-759-8888 Don Hyatt 919-254-6485pin 1462151*

Business Intelligence 800-283-6103 Suzanne Weaver 408-463-2169

CATIA n/a Richard Rizzo 845-433-4322

CICS 888-986-4866* Jim Radford 919-254-7156

CommServer for AIX 888-986-4866* Chad Krogh 919-543-2759

CommServer for OS2 888-986-4866* Chad Krogh 919-543-2759

CommServer for Windows 888-986-4866* Chad Krogh 919-543-2759

Content Management 800-283-6103 Susan Lee 408-463-3778

CSP 800-946-4646 Don Ingerslew 919-254-1651pin 1437434*

DataMgmt Tools 800-283-6103 John Bowen 408-463-5657

DB2/S390 800-283-6103 Stan Wong 408-463-2830

DB2 UDB 1-800-IBM-SERV Marc Bradley 905-413-4316

DFSMS-OS/390 520-799-5200 Suzanne Chesney 520-799-5255

DFSMSdss 520-799-5200 Suzanne Chesney 520-799-5255

DFSMShsm 520-799-5200 Suzanne Chesney 520-799-5255

DFSMSoam 520-799-5200 Suzanne Chesney 520-799-5255

DFSMSrmm 520-799-5200 Suzanne Chesney 520-799-5255

DFSMSsdm 520-799-5200 Suzanne Chesney 520-799-5255

DFSORT 520-799-5200 Suzanne Chesney 520-799-5255

DirectTalk/Websphere n/a Kirk Smith 919-543-4422Voice Response

September 2006 31

If things don’t go right...

Product Hotline Location Manager Location ManagerPhone

EOCF 800-237-5511 George Leier 845-433-4719ask for Duty Mgr

EP 888-986-4866* Hobie Love III 919-254-5130

GDDM 888-986-4866* Jim Radford 919-254-7156

Host Access Transformation 888-986-4866* Chad Krogh 919-254-2759Services

Host On-Demand 888-896-4866* Matthew Kolinski 919-254-4019

Host Publisher 888-896-4866* Chad Krogh 919-254-2759

IMS 800-283-6103 Mary Anne Morgan 408-463-3125

Information Management n/a Michael Bacon 919-224-1615

Informix 888-876-9797 Albert Martin 913-599-7164

Java for z/OS 845-435-4200 Mark Van Demark 845-435-1735

JES 845-435-4200 Mark Van Demark 845-435-1735

LANDP 888-986-4866* Jim Radford 919-254-7156

LANManager n/a Rick Zevin 512-838-0290

Lotus 1-800-921-1133 Ben Pontrello 1-512-823-4510

MQSeries 888-986-4866* Jim Radford 919-254-7156

MQSI 888-986-4866* Jim Radford 919-254-7156

MQWF 888-986-4866* Jim Radford 919-254-7156

MVS-BCP 845-435-4200 Mark Van Demark 845-435-1735

NCP 888-986-4866* Hobie Love III 919-254-5130

Net.Commerce / 416-375-6154* Shawn O’Quinn 905-413-5777Websphere.Commerce

NetfinityServer 888-986-4866* Cecilia Holden 919-224-1221

32 September 2006

If things don’t go right...Product Hotline Location Manager Location Manager

PhoneNetviewDM 888-986-4866* Cecilia Holden 919-224-1221

NetworkingSupportLine n/a Gary Bush 919-461-3082

NetworkStation n/a John Thomas 507-253-5885

OPC 888-986-4866* Mark Stowers 919-224-1549

OS/2 512-750-0641 Rick Zevin 512-838-0290

OS/400 & Associated Prods 800-237-5511 ask Jim Rubish 507-286-6980Suppt. Line and SW Maint. for iSeries Duty mgr

OSI 888-986-4866* Jim Radford 919-254-7156

Personal Communications 888-986-4866* Matthew Kolinski 919-254-4019

PrintingSystems 303-939-2023 Bob Moss 303-939-2040

RACF 845-435-4200 Mark Van Demark 845-435-1735

S/36 Support 800-237-5511 ask Jim Rubish 507-286-6980for iSeries Duty Mgr

S/390 SupportLine n/a George Bullard 469-549-8190

Screen Customizer 888-986-4866* Matthew Kolinski 919-254-4019

SDSF 845-435-4200 Mark Van Demark 845-435-1735

SSP 888-986-4866* Hobie Love III 919-254-5130

TCP/IPHost 888-986-4866* Kathy Ward 919-543-2252

TivoliSystemsMgmt 888-986-4866* Bill Foster 919-254-9884

Tivoli Usage & Accounting n/a Dawn Collins 919-254-9742 Manager (CIMS Legacy)

TPF 800-237-5511 George Leier 845-433-4719ask for Duty Mgr

TPF/DF 800-237-5511 George Leier 845-433-4719ask for Duty Mgr

TPF Op Server 800-237-5511 George Leier 845-433-4719ask for Duty Mgr

TSM/ADSM (San Jose) 408-256-7621 Alysa Freitas 408-256-6590

September 2006 33

If things don’t go right...

Product Hotline Location Manager Location ManagerPhone

TSM/ADSM (Tucson) 520-799-5201 Mike Bankemper 520-799-2928

U2 800-729-3553 Simon Caddick 303-773-7743

VisualAgeC++ 416-330-9664* Rene Matteau 905-413-3456

VisualAge Smalltalk 800-759-8888 Ginny Ghezzo 919-838-3276pin1462151*

VisualualAge Generator 800-759-8888 Deb McKinney 919-254-4618pin1462151*

VM 607-752-1064 Tom Murphy 607-429-3147

VSE 845-471-0136 Gerhard Zierl 011-49-7031-16-4117

VTAM 888-986-4866* Kathy Ward 919-543-2252

WebSphere Application 800-IBM-SERV Rozalind Palmer 919-543-4682Server z/OS Platform ask for Duty Mgr

WebSphere Application 800-IBM-SERV Nancy Antley 919-254-5239Server Distributed ask for Duty Mgr

WebSphere Commerce/ 416-375-6154* Shawn O’Quinn 905-413-3639Payments

WebSphere Host Access 888-986-4866* Nancy Knuckles 919-543-7693Transformation Services

WebSphere Host 888-986-4866* Nancy Knuckles 919-543-7693On-Demand

WebSphere Host 888-986-4866* Nancy Knuckles 919-543-7693Publisher

WSAD 781-443-3674 Carolyn Romeo 905-413-5852

z/OS-BCP 845-435-4200 Mark Van Demark 845-435-1735

34 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

CARIBBEAN:Location Mail Address Hardware Facsimile

& Software Support & Internet email

AnguillaAnguillaAnguillaAnguillaAnguilla IBM, TivoliPhone 877-IBM-SERV506-646-4000 (Call Collect)Lotus phone:978-988-2555Informix Support:Prime Shift: 800-550-8184AT& T Direct code:1 800 872 2881Off-shift sev1’s: 888-876-9797

AntiguaAntiguaAntiguaAntiguaAntigua IBM, TivoliPhone 877-IBM-SERV506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIXPrime Shift: 800-550-8184AT&T Direct code: (Note 1)Off-shift sev1’s: 888-876-9797email:latin-support@informix.com

ArubaArubaArubaArubaAruba IBM WTC IBM, Tivoli SupportFax: 825-587Anasastraat 8 506-646-7441 (Call Collect)

Lotus: phone: 978-988-2555INFORMIXPrime Shift: 800-550-8184;AT&T Direct code: (Note 1)

Off-shift sev1’s: 888-876-9797

BahamasBahamasBahamasBahamasBahamas IBM, TivoliPhone 877-IBM-SERV506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIXPrime Shift: 800-550-8184AT&T Direct code:1 800 872 2881Off-shift sev1’s:888-876-9797Fax: 800-949-8184

BarbadosBarbadosBarbadosBarbadosBarbados IBM, TivoliPhone 877-IBM-SERV Informix506-646-4000 (Call Collect) FAX: 800-949-8184Lotus Phone: 978-988-2555 latin-support@informix.comINFORMIXPrime Shift: 800-550-8184;AT&T Direct code: (NOTE 1)Off-shift sev1’s: 888-876-9797

September 2006 35

CARIBBEAN:

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

LocationLocationLocationLocationLocation Mail AddressMail AddressMail AddressMail AddressMail Address HarHarHarHarHardddddwwwwwararararareeeee `Facsimile`Facsimile`Facsimile`Facsimile`Facsimile& Software Support& Software Support& Software Support& Software Support& Software Support & Internet email& Internet email& Internet email& Internet email& Internet email

BelizeBelizeBelizeBelizeBelize IBM, Tivoli INFORMIXPhone: 54-11-4717-7200 FAX: 800-949-8184Lotus Phone: 978-988-2555 latin-support@informix.comINFORMIXPrime Shift: 800-550-8184AT&T Direct code: (NOTE 1)Off-shift sev1’s: 888-876-9797email:latin-support@informix.com

BermudaBermudaBermudaBermudaBermuda IBM, Tivoli INFORMIXPhone: 506-646-4000 Fax: 800-949-8184Lotus Phone: 978-988-2555 latin-support@informix.comINFORMIXPrime Shift: 800-550-8184AT&T Direct code: (NOTE 1)1 800 872 2881Off-shift sev1’s: 888-876-9797

Caribbean IslandsCaribbean IslandsCaribbean IslandsCaribbean IslandsCaribbean Islands INFORMIXPrime Shift: 800-550-8184latin-support@informix.com

Cayman IslandsCayman IslandsCayman IslandsCayman IslandsCayman Islands IBM, TivoliPhone 877-IBM-SERV INFORMIX506-646-4000 (Call Collect) FAX: 800-949-8184Lotus Phone: 978-988-2555 latin-support@informix.comINFORMIXPrime Shift: 800-550-8184AT&T Direct code: (NOTE 1)Off-shift sev1’s: 888-876-9797

JamaicaJamaicaJamaicaJamaicaJamaica IBM, TivoliPhone 877-IBM-SERV INFORMIX506-646-4000 (Call Collect) FAX: 800-949-8184Lotus Phone: 978-988-2555 latin-support@informix.comINFORMIXPrime Shift: 1-800-550-8184AT&T Direct code: (NOTE 1)Off-shift sev1’s: 888-876-9797

Netherlands AntillesNetherlands AntillesNetherlands AntillesNetherlands AntillesNetherlands Antilles IBM WTC IBM Tivoli SupportFax: 736-2878Schottegatweg Oost 18 Phone: 506-646-7441 Email support@an.ibm.comPO Box 3612 (Call Collect)

Lotus Phone: 978-988-2555INFORMIX INFORMIX

Curacao Prime Shift: 808 82157 FAX: 800-949-8184AT&T Direct code: (NOTE 1) latin-support@informix.comOff-shift sev1’s: 888-876-9797

36 September 2006

LocationLocationLocationLocationLocation Mail AddressMail AddressMail AddressMail AddressMail Address HarHarHarHarHardddddwwwwwararararareeeee `Facsimile`Facsimile`Facsimile`Facsimile`Facsimile& Software Support& Software Support& Software Support& Software Support& Software Support & Internet email& Internet email& Internet email& Internet email& Internet email

Saint Kits and NevisSaint Kits and NevisSaint Kits and NevisSaint Kits and NevisSaint Kits and Nevis IBM, TivoliPhone 877-IBM-SERV506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIX INFORMIXPrime Shift: 800-550-8184 FAX: 800-949-8184AT&T Direct code: (NOTE 1) latin-support@informix.comOff-shift sev1’s: 888-876-9797

SaSaSaSaSaiiiiinnnnnt t t t t VVVVViiiiincenncenncenncenncent ant ant ant ant anddddd IBM, Tivolithe Grenadines Phone 877-IBM-SERV

506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIX INFORMIXPrime Shift: 800-550-8184 FAX: 800-949-8184AT&T Direct code: (NOTE 1) latin-support@informix.com

Off-shift sev1’s: 888-876-9797

St. LuciaSt. LuciaSt. LuciaSt. LuciaSt. Lucia IBM, Tivolithe Grenadines Phone 877-IBM-SERV

506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIX INFORMIXPrime Shift: 800-550-8184 FAX: 800-949-8184AT&T Direct code: (NOTE 1) latin-support@informix.comOff-shift sev1’s: 888-876-9797Lotus Phone: 978-988-2555

SurinameSurinameSurinameSurinameSuriname IBM WTC IBM Tivoli SupportFax: 402032Van’t Hogerhuysstraat 9-11 Phone: 506-646-7441VSH Gebouw Call CollectParamaribo Lotus Phone: 978-988-2555

INFORMIXPrime Shift: 800-550-8184 INFORMIXAT&T Direct code: (NOTE 1) FAX: 800-949-8184Off-shift sev1’s: 888-876-9797 latin-support@informix.com

TTTTTrrrrriiiiinnnnniiiiidddddaaaaaddddd IBM, Tivolithe Grenadines Phone 877-IBM-SERV

506-646-4000 (Call Collect)Lotus: phone: 978-988-2555INFORMIX INFORMIXPhone: 800-550-8184 FAX: 800-949-8184AT&T Direct code: (NOTE 1) latin-support@informix.comOff-shift sev1’s: 888-876-9797

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

For a complete list of Informix telephone numbers,please refer to the following web site:http://www-306.ibm.com/software/data/informix/support/contact.htmlNOTE 1: Please refer to the AT&T Direct web site for current AT&T Direct codes:http://www.consumer.att.com/global/english/access_codes.html

September 2006 37

Mexico, Central and South America:

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Lotus: call 001.800.222.1001, then BP ask operator for 800.595.63.81

0800-555-4288 or 0800-222-1288 to get a dial tone or get operators assistance

then dial directly or ask the operator for 800-595-6381

Country Mail Address Hardware Support Software Support

American SamoaAmerican SamoaAmerican SamoaAmerican SamoaAmerican Samoa INFORMIXPrime Shift:913-492-2086AT& T Directo Code: (NOTE 1)Offshift Sev 1’s888-876-9797Fax: 913-599-8590tsmail@us.ibm.com

AAAAArrrrrgggggenenenenentttttiiiiinanananana IBM Argentina S.A. Buenos Aires:Ing. Enrique Butty 275 005411-4717-7200 IBM, Tivoli1300-BS.As Capital Federal Outside Buenos Aires: Phone: 0810 999 4262 opc 2

0810-999-4262 opc2Ascential 0-800-3330299INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s:888-876-9797Fax: 0-800-21-001soporte-latino@informix.com

BoliviaBoliviaBoliviaBoliviaBolivia Av. Mariscal Sana Cruz esq. Phone: 2-2406990 opc4 IBM, TivoliYanacocha Free: 800-10-8007 2-2406990 opc4Edificio Hansa, Piso 14 Fax: 2-391388 Free 800-10-8007LaPaz Lotus Phone: 512-838-4400

INFORMIXPrime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)OFfshift Sev 1’s:888-876-9797Fax: 0-800-1112soporte-latino@informix.com

BBBBBrrrrraaaaazzzzziiiiilllll IBM Brazil Ind. Maq. Serv. Ltda. Sao Paulo 38859966 Sao Paulo 38859966

. Rua Tutoia, 1157 Phone: 0-800-787378 Phone: 0-800-787378

Sao Paulo - SP Fax: 011-3050-3185 Fax: 011-3050-3185

CEP 04007-900

Ascential 0800 891 0289

Lotus 0800-891-3274

ChileChileChileChileChile IBM de Chile SAC Free: 800-203007 IBM, Tivoli

Av. Providencia, POB 3630 Phone: 2-2006670 Free: 800-203007

Av. Providencia 655 Fax Lines: 2-2006685 Lotus Phone: 123-00203612

Providencia 2-2006999 INFORMIX

Prime Shift: 1230-020-0545

Santiago de Chile AT&T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 1230-020-0591

soporte-atino@informix.comq

Ascential 1230-020-3138

38 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Mail Address Hardware Support Software Support

ColombiaColombiaColombiaColombiaColombia IBM de Colombia Phone: 1-628-2987 IBM, TivoliTransversal 38 #100-25 Free: 01-8000-917758 Free: 01-8000-917758A.A. 90908 - Bogota Fax: 1-2579839 Phone: 1-628-2987

Lotus Phone:01-800-912-0501INFORMIXPrime Shift: 9809-12-1601AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 9809-12-1354soporte-latino@informix.com

Ascential 980.9.155082

Costa RicaCosta RicaCosta RicaCosta RicaCosta Rica GBM de Costa Rica Phones: 221-34-35 IBM, TivoliPaseo Colon C 28-30 apdo 222-96-30 Phone: (506) 223-62222033-1000 Fax: 233-23-52 Lotus Phone: 512-838-4400San Jose INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 0-800-0-114-114soporte-latino@informix.com

Ascential 0800.012.1020

DominicanDominicanDominicanDominicanDominican Phones: IBM, TivoliRepublicRepublicRepublicRepublicRepublic 566-4755 Phone: 506-646-4400

566-5161, Extension 214 Lotus Phone: 512-838-4400 1-200-1929 (toll-free) INFORMIXNon-business hours, Prime Shift 800-550-8184holidays weekends AT&T Direct Code: (NOTE 1)566-5161 Offshift Sev 1’s 888-876-9797

Fax: 800-949-8184soporte-latino@informix.com

Ascential 1.888156182

EcuadorEcuadorEcuadorEcuadorEcuador IBM del Ecuador Phone: 2-565100 opc4 IBM, TivoliAlmagro 2054 y Whimper Free: 1-800-492-911 Phone 2-565-100 opc 4Quito Fax: 2-565145 Free: 1-800-426-911

Lotus Phone: 512-838-4400INFORMIXPrime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

El SalvadorEl SalvadorEl SalvadorEl SalvadorEl Salvador IBM, Tivoli

Phone: (503) 298-5011

Lotus Phones:

512-838-4400

INFORMIX

Prime Shift: 800-550-8184

AT&T Direct Code : (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

soporte-latino@informix.com

September 2006 39

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

For a complete list of Informix telephone numbers,please refer to the following web site:http://www-306.ibm.com/software/data/informix/support/contact.htmlNOTE 1: Please refer to the AT&T Direct web site for current AT&T Direct codes:www.att.com/business_traveler/guides_and_access/international_dialing.html

Country Mail Address Hardware Support Software Support

GuatemalaGuatemalaGuatemalaGuatemalaGuatemala IBM, TivoliPhone: (506) 646-4000Lotus Phone: 978-988-2555INFORMIX

Prime Shift: 800-550-8184

AT&T Direct Code : (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

soporte-latino@informix.com

GuyanaGuyanaGuyanaGuyanaGuyana IBM, TivoliPhone: (506) 646-4000Lotus Phone: 978-988-2555INFORMIX

Prime Shift: 800-550-8184

AT&T Direct Code : (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

soporte-latino@informix.com

HaitiHaitiHaitiHaitiHaiti IBM, TivoliPhone: (506) 646-4000Lotus Phone: 978-988-2555INFORMIX

Prime Shift: 800-550-8184

AT&T Direct Code : (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

soporte-latino@informix.com

HonHonHonHonHonddddduuuuurrrrraaaaasssss GBM of Honduras Phone: 324222 IBM, TivoliPO Box 310 Fax: 391915 Phone: (504) 232-2319Sonisa Builiding, Second Level Lotus Phone: 512-838-4400Tegucigalpa INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184

soporte-latino@informix.com

40 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Mail Address Hardware Support Software Support

MexicoMexicoMexicoMexicoMexico IBM de Mexico, S.A Phone: 55-5270-5900 Mexico CityMexico CityMexico CityMexico CityMexico City:Calzada Legara No 853. Free: 01-800-00-32500 IBM, TivoliCol Irrigacion CP. 11500 Fax: 5-627-1228 Phone: 55 270 59 00Mexico, D.F. Free: 01-800-00-32500

Lotus Phone: 5662.28.40 5270-5899Outside Mexico City:Outside Mexico City:Outside Mexico City:Outside Mexico City:Outside Mexico City:IBM, TivoliPhone: 01800 710 5817INFORMIXPrime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.comLotus: 01-800-710-5817 No Contract 5270-5900

Ascential 001-8662155779

NNNNNiiiiicarcarcarcarcaraaaaaggggguauauauaua Phone: 266-4141 IBM, TivoliPhone: 054 11 4898 4898(ext. 2525)Lotus Phone: 512-838-4000INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

PanamaPanamaPanamaPanamaPanama IBM, TivoliPhone: 054 11 4898 4898(ext 2525)Phone: 512-838-4400INFORMIXPrime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

PPPPParararararaaaaaggggguauauauauayyyyy IBM Paraguay Phone: 21-447234 IBM, TivoliPte. Franco Esq. Ayolas Fax: 21-444094 Phone: 595 21 219 7777Edificio Ayfra Piso 9 Lotus Phone: 512-838-4400Asuncion INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

September 2006 41

Country Services Hardware Support Phone/Fax/Email

PeruPeruPeruPeruPeru IBM del Peru S.A. Phone: 1-317-6055 LimaLimaLimaLimaLima

Av. Prol Javier Prado Este 540 Free: 0800-50-866 IBM, Tivoli

La Molina Fax: 1-3490235 Phone: 1-317-6050

Lima Free: 0800-50-866

Lotus Phone: 512-838-4400

Outside LimaOutside LimaOutside LimaOutside LimaOutside Lima

IBM,Tivoli

Phone: 0-800-50005

Lotus Phone: 512-838-4400

INFORMIX

Prime Shift: 800-550-8184

AT&T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

soporte-latino@informix.com

Ascential 0800-50960

Puerto RicoPuerto RicoPuerto RicoPuerto RicoPuerto Rico IBM, TivoliPhone: 800-237-5511Lotus Phone: 512-838-4400INFORMIXPrime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

UruguayUruguayUruguayUruguayUruguay IBM Uruguay Phone: 2-9023617 IBM, Tivoli

Plaza Independencia Fax: 2-921144 Phone: 506-646-4000

Montevideo CP 11000 Lotus Phone:

512-838-4400

INFORMIX

Prime Shift: 800-550-8184AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-949-8184soporte-latino@informix.com

Ascential 000.413.598.2704

VVVVVeneeneeneeneenezzzzzueueueueuelllllaaaaa Edificio IBM Phones: 0212-908-8811 IBM, TIvoliPiso 7 Free: 0800-2255-347 Phone: 0212-908-8811Availability Services Unit (Provincias y DF)Av. Ernesto Blohm Fax: 2-908-8895 Lotus Phone: 800-1-2090Chuao INFORMIXCaracas 1060 Prime Shift: 800-550-8184

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 800-1-3596soporte-latino@informix.com

Ascential 8001.2545

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

42 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Asia Pacific

Country Services Phone/Fax/Email

AAAAAususususustttttrrrrraaaaallllliiiiiaaaaa Hardware & Software Support (all platforms) 131-426Lotus 1-800-257-373Service Offering Inquiry 132-426INFORMIX Prime Shift: 1-800-707-703

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: 612-9928-1666TIVOLI Phone: 131-426

outside Australia 61-3-53273820Email: tivsupt@au1.ibm.com

Rational Toll Free: 1300-307005+61 2 93549352

Ascential Support 1 800 336 553

BangladeshBangladeshBangladeshBangladeshBangladesh TIVOLI 880.2.889.783 x 31INFORMIX Prime Shift: 91-22-284-3737

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Burma/MynamarBurma/MynamarBurma/MynamarBurma/MynamarBurma/Mynamar INFORMIX Prime Shift: 65-64189720AT&T Direct code (NOTE 1)Fax: 65-2986220Sin-tech@informix.com

TIVOLI Phone: 66-2-273-433366-2-273-4033

CambodiaCambodiaCambodiaCambodiaCambodia TIVOLI 84.8.289.8342INFORMIX Prime Shift: 1-800-801-450

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

ChinaChinaChinaChinaChina z Operating System, Printer, POS 800-810-1818 #5858i/p Operating System, Websphere, DB2, Tivoli 800-810-1818 #5200Service Offering Inquiry 800-810-1818 #5019INFORMIX 800-810-1818 #5266

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: (010) 6849-2765ji.zhang@informix.com

Lotus 800-810-1818 #5175

Rational Toll Free: 10-8006-100349+61 2 93549427

Ascential Support 10800 610 0210

ChinaChinaChinaChinaChina All IBM Software 852-8205-8288 (Hon(Hon(Hon(Hon(Hong Kg Kg Kg Kg Kononononong Sg Sg Sg Sg S.A.A.A.A.A.R.R.R.R.R.).).).).) Lotus 800-96-3367

Service Offering Inquiry 852-2825-7878Supported Languages: Cantonese (Primary) & EnglishINFORMIX Prime Shift: 800-900-311

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: 282-41863Ji.zhang@informix.com

Rational Toll Free: +852-800966816

+61 2 93549427

Ascential 800 901 182

September 2006 43

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

GuamGuamGuamGuamGuam INFORMIX Phone: 913-492-2086AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: 913-599-8590ji.zhang@informix.com

IndiaIndiaIndiaIndiaIndia FFFFFor aor aor aor aor allllll Sul Sul Sul Sul Supppppporporporporport Lt Lt Lt Lt Liiiiinenenenene,,,,, AAAAAnsnsnsnsnswwwwweeeeer Lr Lr Lr Lr Liiiiinenenenene,,,,, P P P P Paaaaassssssssssporporporporport t t t t AAAAAdddddvvvvvananananantttttaaaaagggggeeeee,,,,, or o or o or o or o or othethethethetherrrrr 1-800-425-6666

FEE Software Support offerings (except as noted below)FEE Software Support offerings (except as noted below)FEE Software Support offerings (except as noted below)FEE Software Support offerings (except as noted below)FEE Software Support offerings (except as noted below) or +91-80-26788970

or mail to smcindia@in.ibm.com

Lotus AT&T Direct Access 000117

then toll free 800-425-6666

Rational Toll Free: 0008006-101010

+61 2 935 9352

Informix AT&T Direct Access: 000 117

US Toll free: 800 972 5133

Prime Shift: 91-22-2843737

AT & T Direct Code: (NOTE1)

Off-shift sev1’s: 888-876-97972

infxtech@sg.ibm.com

IndonesiaIndonesiaIndonesiaIndonesiaIndonesia zSeries, iSeries, pSeries, xSeries (390, AS/400, RS6000, PC) 8001403555

FAX (all platforms) 001 803 60 6257Lotus 001-803-65-6604Service Offering Inquiry 021-251-2922 or

021-251-1222 (Inside Sales)INFORMIX Phone: 001-803-65-7217

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Sin-tech@informix.comTIVOLI 00180361534

Rational Toll Free: 001-803-61762

+61 2 935 9352

JapanJapanJapanJapanJapan Software Maintenance (SWMA) (BM Customer Number required leadind with 0)

IBM prime shift 0120-557-971Tivoli prime shift 0120-557-972all Off Shift with Severity 1 0120-557-985S/390 platform (Operating system & Middleware) 0120-03-7777iSeries, RS/6000,PC (purchased before 1 January, 2003 Fax: 03-6220-6943Lotus 0120-057-123INFORMIX 0120-068633

Rational Local Toll Free 0120-426-737Toll Free: 0053-161-0086Pay Phone +61 2 9354- 9480

Ascential 03-5459-6800

44 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

KoreaKoreaKoreaKoreaKorea IBM Software (z/i/p Operating System, DB2, WebSphere, Informix, 1588-5801Lotus, Tivoli

Rational Toll Free: 007986115216

+61 2 935 9346

Service Offering Inquiry 82-2-3781-4570

Ascential 00308 610 061

LaosLaosLaosLaosLaos INFORMIX Prime Shift: 65-390-2864AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

TIVOLI 84-8-829-8342

MalyasiaMalyasiaMalyasiaMalyasiaMalyasia S/390 & Support Line 1800 88 8558iSeries, RS/6000, PC Fax: 03 8315 6851Service Offering Inquiry 603-7727-4617INFORMIX Prime Shift: 1-800-80-1450

AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

Lotus 1800-80-1106TIVOLI (English Only) Phone: 1800-80-7735

Rational Toll Free: 00-800-4260-0001

+61 2 93549427

Ascential 1800 80 4656

Marshall IslandsMarshall IslandsMarshall IslandsMarshall IslandsMarshall Islands INFORMIX Prime Shift: 913-492-2086AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 913-599-8590tsmail@us.ibm.com

NepalNepalNepalNepalNepal INFORMIX Prime Shift: 1-800-707-703AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

TIIVOLI Phone: 880-25-889-783 x31

New GuineaNew GuineaNew GuineaNew GuineaNew Guinea INFORMIX Prime Shift: 1-800-707-703AT&T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 612-9928-1666

September 2006 45

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

New ZealandNew ZealandNew ZealandNew ZealandNew Zealand Software and Hardware support (all platforms) 0800 733 222INFORMIX Prime Shift: : 0-800-505-515

AT&T Direct Code: (Note 1)Offshift Sev 1’s: 888-876-9797

Lotus 0800 445 402

Rational Toll Free: 0800-724835

+61 2 9354 9352

Ascential 0800 441 915

Northern MarianaNorthern MarianaNorthern MarianaNorthern MarianaNorthern Mariana INFORMIX Prime Shift: 913-492-2086AT & T Direct Code: (NOTE 1)Offshift ev 1’s: 888-876-9797tsmail@us.ibm.com

Pago PagoPago PagoPago PagoPago PagoPago Pago INFORMIX Prime Shift: 1-800-707-703

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 612-9928-1666

PhilippinesPhilippinesPhilippinesPhilippinesPhilippines S/390, SupportLine, AnswerLine, Passport Advantage, or orther 1800-1888-1426

FEE Software Support Offerings

FAX 1800 1 601 0716

Lotus 1027 1800 6507304 (Fillcom) or

1-800-1651-0191 (PLDT)

Service Offering Inquiry 63-2-9952225

INFORMIX Phone: 1-800-1651-0093

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Rational +61 2 935 9352

Toll Free: 00-800-4260-0001

SingaporeSingaporeSingaporeSingaporeSingapore All Software (except Lotus, Informix, Rational) 1 800 3172 888iSeries (AS/400), pSeries (RS/6000), PC Fax: 800 601 1212Lotus (65) 6444 9335INFORMIX Prime Shift: 1-800-418-9720

Offshift Sev 1’s: 888-876-9797

Rational +61 2 93549427Toll Free 800-616-1903

Tivoli (English Only) Phone: 8006161850Ascential 800 616 1769

Sri LankaSri LankaSri LankaSri LankaSri Lanka INFORMIX Prime Shift: 91-22-284-3737A T & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

TIVOLI 94-1-421-066

46 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

TTTTTaaaaaiwiwiwiwiwananananan IBM Software (i/p/z Series Operating System, DB2, WebSphere, 886-2-8725-2288#23TivoliLotus 800-823-123 #5175Service Offering Inquiry 800-016-888#1INFORMIX Prime Shift: 0080 65 1506Supported Languages: Mandarin (Primary) & English A T & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Rational +61 2 93549427 Toll Free: 0080-161-1434

Ascential 0800 161 1383

ThailandThailandThailandThailandThailand S/390, Support Line, Passport Advantage, or other FEE 1800-299229

Software Support Offerings Fax: 1-800 06 0006

Lotus 65-444-9335

Direct to US Support (in English)

AT&T Direct Access: 001 999 11111

US Toll Free 800-457-2046

Service Offering Inquiry 02-273-4000

INFORMIX Prime Shift: 001 800 65 6312

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Tivoli (English Only) 0018006112853

Rational +61 2 935 9352

Toll Free: 001-800-4260-0001

Ascential 001-800-61-1-4239

VietnamVietnamVietnamVietnamVietnam All IBM Software except as noted below

Ho Chi Minh City (84-8) 829 5160

email: services@vn.ibm.com

Hanoi (84--8) 843 6675

email: helpdesk@vn.ibm.com

INFORMIX Prime Shift: 65-390-2864

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

infxtech@sg.ibm.com

Rational +61 2 935 9352

Lotus +65 64449335

VVVVViiiiirrrrrgggggiiiiin In In In In Issssslllllananananandddddsssss INFORMIX Prime Shift: 800-550-8184

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: 800-949-8184

latin-support@informix.com

For a complete list of Informix telephone numbers,please refer to the following web site:http://www-306.ibm.com/software/data/informix/support/contact.htmlNOTE 1: Please refer to the AT&T Direct web site for current AT&T Direct codes:http://www.consumer.att.com/global/english/access_codes.html2NOTE 2: This is an US toll free number. Please dial the current AT&T Direct codes (Note 1) then the given number

September 2006 47

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Europe, Middle East, Africa (EMEA):

Country Services Phone/Fax/Email

UUUUUnnnnniiiiittttteeeeed d d d d AAAAArrrrraaaaabbbbb MLC & Services 8004563

E E E E Emmmmmiiiiirrrrratatatatateseseseses OTC Fax:(+9714)-3433232

Abu DhabiAbu DhabiAbu DhabiAbu DhabiAbu Dhabi Passport Advantage Toll Free 8004704

AAAAAfffffrrrrriiiiica (Cenca (Cenca (Cenca (Cenca (Centttttrrrrraaaaal)l)l)l)l) OS/390, VM, VSE, Support Line, Passport Advantage 27 11 302-8888

AlbaniaAlbaniaAlbaniaAlbaniaAlbania OS/390, VM, VSE, & Services +386 1 4796 699 Bosnia-Herzegovina Bosnia-Herzegovina Bosnia-Herzegovina Bosnia-Herzegovina Bosnia-Herzegovina All platforms (fax) +386 1 4796 811

FYRMacedoniaFYRMacedoniaFYRMacedoniaFYRMacedoniaFYRMacedonia All platforms (email) ssclju@si.ibm.comMoldovaMoldovaMoldovaMoldovaMoldova

Serbia,Serbia,Serbia,Serbia,Serbia, IBM (all other products / contracts) +386 1 4796 699

Montenegro Montenegro Montenegro Montenegro MontenegroINFORMIX Albania Prime Shift: (+355) 42-511-80 Bosnia-Herzogovina Prime Shift: (+387) 6-6564-817 FYR Macedonia Prime Shift: (+389) 91-362-636 Ukraine Prime Shift: (+380) 44-230-2073 Yugoslavia Prime Shift: (+381) 21-400-573

AT & T Direct Code: (NOTE 1)Off-shift Sev 1’s: 888-876-9797

AmeniaAmeniaAmeniaAmeniaAmenia OS/390, VM, VSE, TIVOLI & Services +386 1 4796 699+7095-2586300AzerbaijanAzerbaijanAzerbaijanAzerbaijanAzerbaijanBelarusBelarusBelarusBelarusBelarus All Platforms (fax) Fax: +386 1 4796 815

Fax: +7095-2586300GGGGGeeeeeorororororgggggiiiiiaaaaa All platforms (email) Ssclju@si.ibm.comKazakhstanKazakhstanKazakhstanKazakhstanKazakhstan IBMservice@ru.ibm.comKKKKKiiiiirrrrrgggggiiiiizzzzziiiiiaaaaa IBM (all other products / contracts) +386 1 4796 699

+7095- 2586300TTTTTaaaaajjjjjiiiiikikikikikissssstttttanananananUUUUUkrkrkrkrkraaaaaiiiiinenenenene INFORMIXUzbekistanUzbekistanUzbekistanUzbekistanUzbekistan Armenia, Azerbaijan, Belarus, Georgia, Kazakhstan, Turkmenistan Prime Shift: (+49) 89-9603-3271

Tajikstan Prime Shift: 0800-436995or 0080-65-1506AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

Algeria Algeria Algeria Algeria Algeria INFORMIX Prime Shift: (+33)-1-49 97 12 20Belgium (Fr)Belgium (Fr)Belgium (Fr)Belgium (Fr)Belgium (Fr) AT & T Direct Code: (NOTE 1)CoCoCoCoComormormormormoraaaaasssss Offshit Sev 1’s: 888-876-9797Congo (Dem Rep)Congo (Dem Rep)Congo (Dem Rep)Congo (Dem Rep)Congo (Dem Rep) Fax: (+33)-1-49 97 12 21

MonacoMonacoMonacoMonacoMonaco IFMXSUP@fr.ibm.com

Reunion Reunion Reunion Reunion Reunion

SeychellesSeychellesSeychellesSeychellesSeychelles

The “IBM” number is for IBM, Candle, CIMS, Lotus, Rational, and Tivoli products unless otherwise noted

48 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

AustriaAustriaAustriaAustriaAustria OS/390, VM, VSE 1-21145-4960iSeries 1-21145-4711RS/6000 1-21145-6000PC / Lotus / Cisco / Checkpoint 1-21145-7800

Lotus Smartsuite & Lotus Organizer (180 day startup) 1-79567- 265

INTEL 1-21145-7800

INFORMIX Prime Shift: 00800 2535 2535

Offshift Sev 1’s: +1 888-876-97972

RATIONAL 0043 (0)810/206073

xSeries 180 day startup support +43 1-24592-5943

BBBBBahahahahahrrrrraaaaaiiiiinnnnn MLC & Services Phone (+973) 17222248OTC (fax) Fax: +9714-3433232

IBM Passport Advantage +9714-3907277 or 749 5 258 6300INFORMIX Phone: (+44) (0) 20 8855 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

ifmxsup@uk.ibm.com

BelgiumBelgiumBelgiumBelgiumBelgium All platforms (fax) Fax: 2.718.4339All Platforms & Services 70 23.33.92

Dispatch@be.ibm.com

Ascential 33 1 46 96 37 65INFORMIX Prime Shift: 00800 25 35 25 35

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

ifmxsup@be.ibm.comxSeries 180 day startup support 02-210-9800 (French)

02-210-9820 (Dutch)

BhutanBhutanBhutanBhutanBhutan INFORMIX Prime Shift: 22-284-3737AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

TIVOLI Phone: 880-2-889-783 x31

BruneiBruneiBruneiBruneiBrunei INFORMIX Prime Shift: (+44) 1784-240-333AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

TIVOLI Phone: 0800-787378

BulgariaBulgariaBulgariaBulgariaBulgaria MLC & Services +359-2-9733199All platforms (fax) +359-2-9733200All platforms (email Supportline@bg.ibm.comIBM (all other products & contracts) +359-2-969 3650

September 2006 49

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise notedCountry Services Phone/Fax/Email

CroatiaCroatiaCroatiaCroatiaCroatia Software and Hardware Support (all platforms) 0800-0426All platforms (fax) +385-1-611-1119All platforms (email) swhelp@hr.ibm.comIBM (all other products & contracts) Phone: +385-1-630-8 100

Fax: +385-1-611-1119INFORMIX Prime Shift: +385-1-604-0077

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax:+385-1-604-0078

CyprusCyprusCyprusCyprusCyprus All Support Tel: +35722841111Fax +#5722666372e-mail services@cy.ibm.com

Czech RepublicCzech RepublicCzech RepublicCzech RepublicCzech Republic OS/390,VM, VSE, services +420-2-7213-1316All platforms (fax) Fax: +420-2-7213-1144All platforms (email) sw.services@cz.ibm.comIBM Passport Advantage +420-2-7213-1316INFORMIX Prime Shift: +420 272 131 298

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: (+420)-2-7213-2354Email: openline_cz@cz.ibm.com

DenmarkDenmarkDenmarkDenmarkDenmark IBM Software Support (all products) +45 7010 5150iSeries, RS/6000, and PC (fax) non-contract Customers, use fax

number supplied with your product

INFORMIX Prime Shift: 808 82157AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: (+44)-208 818 1180ifmxsup@dk.ibm.com

xSeries 180 day startup suport 45-20-8200

UUUUUnnnnniiiiittttteeeeed d d d d AAAAArrrrraaaaab Eb Eb Eb Eb Emmmmmiiiiirrrrratatatatateseseseses MLC & Services 8004563

DubaiDubaiDubaiDubaiDubai OTC Fax:(+9714)-3433232

Passport Advantage Toll Free 8004704

EgyptEgyptEgyptEgyptEgypt MLC & Services Users 2-3492655 2-3492533OTC (fax) Call fax number supplied with your

productIBM (all other products & contracts) (202) 7492 655INFORMIX Prime Shift: (+44) 1784-240-333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-97972

Fax: (+44)-208 818 1180Uktechsupport@informix.com

TIVOLI Phone: 20-2-349-2655Fax: 20-2-349-2533Email: elfeky@eg.ibm.com

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

50 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

EstoniaEstoniaEstoniaEstoniaEstonia IBM Passport Advantage +44 (0)870 333 4445INFORMIX Phone: 372-671-0220

AT&T Direct code: (Note 1)offshift sev1’s 888-876-9797

FFFFFeeeeeddddd..... St St St St St..... o o o o offfff INFORMIX Phone: 800 707 703MicronesiaMicronesiaMicronesiaMicronesiaMicronesia AT&T Direct code (Note 1)

Fax: 913-599-8590tsmail@us.ibm.com

FinlandFinlandFinlandFinlandFinland zSeries (OS/390,VM VSE 08001-4260iSeries(AS/400), pSeries, 9-4595388(AIX) OS/2 8001-4260

IBM (all other products & contracts) 08001-4260INFORMIX Prime Shift: 0800 11 44 37

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@fi.ibm.com

xSeries 180 day startup support 09-459-6960

FFFFFrrrrranceanceanceanceance zSeries (S/390) Software Defect Support +33 (0) 810 63 10 20Support Line Phone number supplied with your

contractLotus Passport Advantage +33-1-41 99 5566IBM (for all other products / contracts) +33 (0) 810 63 10 20 (or number

indicatedon your support contract)iSeries +33 (0) 810 63 10 20pSeries +33 (0) 810 63 10 20Ascential 0800 125 521INFORMIX Phone: 00800 25 35 25 35

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+33)-(0) 49 31 45 58IFMXSUP@fr.ibm.com

xSeries 180 day startup support 02-3855-7450

GermanyGermanyGermanyGermanyGermany IBM License SupportPhone 0180-5001242Fax Fax: 0180-5223392

Support for System Service ContractsSystem z (0800) 426-6201System i (0800) 426-6204System p (0800) 426-6208System x, Cisco, Checkpoint (0800) 426-6209System Storage (0800) 426-6200 primeshift

01805-116217 OffshiftPassport Advantage products and all other IBM procucts (0800) 1008 - 300Catia Products (0800) 426-6207Ascential +800 0700 0867INFORMIX Prime Shift: 00800 25 35 25 35

Offshift Sev 1’s: +1 888-876-9797Fax:(+49)-89-4504-1140ifmxsup@de.ibm.com

RATIONAL 01805/116-399

xSeries 180 day startup support +49 7032-15-49201

September 2006 51

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

GreeceGreeceGreeceGreeceGreece MLC & Services Users +30 210 6801700OTC (fax) +30 210 6801303

IBM (all other products / contracts) +30 210 6801700INFORMIX Prime Shift: +44 208 844 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

GreenlandGreenlandGreenlandGreenlandGreenland INFORMIX Prime Shift: (+44)-1784 240 333AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@se.ibm.com

HungaryHungaryHungaryHungaryHungary General Machine Failure (call dispatch 24 x 7) +36 1 382-5720+36 1 382-5716

PC support (prime shift) +36 1 382-5885IBM Telephone Center (prime shift) +36 1 382-5500All platforms (fax) +36 1 382-5501All platforms (email) szerviz@hu.ibm.comIBM (all other products & contracts) +36 1 382-5720

INFORMIX Prime Shift: (+36) 1 453 42 37AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

IcelandIcelandIcelandIcelandIceland INFORMIX Prime Shift: (+44)-208 844 3003AT & T Direct code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180uktechsupport@informix.com

IrelandIrelandIrelandIrelandIreland ALL SERVICES (01) 4597473IBM (all other products & contracts) 353 1 815 4491INFORMIX Prime Shift: (+44)-1784 240 333

AT & T Direct Code (NOTE 1)Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

xSeries 180 day startup support 01-815-9202

IIIIIsssssrrrrraaaaaeeeeelllll IBM, Lotus, and Tivoli (972)-3-9188555(Fax) (972)-3-9188935INFORMIX +44 208 844 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

ItalyItalyItalyItalyItaly S/390 & Services Users 800820094iSeries, RS/6000, PC Fax number supplied with your productIBM Direct 800017001IBM (all other products / contracts) 800820094Ascential +800 0700 0876INFORMIX Prime Shift: 800 455 280

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@it.ibm.com

xSeries 180 day startup support 02-7031-6101

52 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

JJJJJororororordddddananananan IBM Passport Advantage +749 5 258 6300INFORMIX Prime Shift: (+44)-1784-240-333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

KuwaitKuwaitKuwaitKuwaitKuwait MLC & Services Users (+965) 2439900 ext 555OTC (fax) Fax: 9714-3433232IBM (all other products & contracts) 2426548 / 2426538

+749 5 258 6300INFORMIX Prime Shift: (+44)(0) 20 8844 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797ifmxsup@uk.ibm.com

LatviaLatviaLatviaLatviaLatvia INFORMIX Prime Shift: (+371) 733-9015AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+371) 782 1457

LebanonLebanonLebanonLebanonLebanon IBM Passport Advantage +749 5 258 6300INFORMIX Prime Shift: (+44)-1784-240-333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

LLLLLuxuxuxuxuxememememembouboubouboubourrrrrggggg All Platforms & Services +360 385 222

Fax: +32 2 718 4339

dispatch@be.ibm.com

Ascential 33 1 46 96 37 65

INFORMIX Prime Shift: (+44) 208 844 3076

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: (+33) (0) 49 31 45 58

ifmxsup@be.ibm.com

xSeries 180 day startup support 298-977-5063

Middle EastMiddle EastMiddle EastMiddle EastMiddle East Ascential +44 208 818 0702TIVOLI Phone: 97-16-535-333

MaltaMaltaMaltaMaltaMalta IBM Passport Advantage +44 (0)870 333 4445

MoroccoMoroccoMoroccoMoroccoMorocco INFORMIX Phone: (+44) 208 844 3076AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: (+33)-(0) 49 31 45 58

IFMXSUP@fr.ibm.com

TIVOLI Phone: 33-2-38-55-7752

September 2006 53

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

NetherlandsNetherlandsNetherlandsNetherlandsNetherlands MLC & Services Users 020-5133939

OTC (fax) Fax: 020-5133936

IBM (all other products & contracts) +31 (0) 205 133 939

Ascential +44 208 818 0702INFORMIX Prime Shift: 00800 2535 2535

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@nl.ibm.com

xSeries 180 day startup support 020-514-5770

NorwayNorwayNorwayNorwayNorway All 47-815-21-550Fax 47-66-998770

IBM (all other products & contracts) +47 815 21550INFORMIX Prime Shift: 00800 25 35 25 35

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@no.ibm.com

xSeries 180 day startup support +4766998056

serverteam@uk.ibm.com

OmanOmanOmanOmanOman MLC & Services Users Phone (+9714) 3431975

IBM Software Support (Lotus & Tivoli) 749 5 258 6300OTC (fax) Fax: 9714-3433232

Passport Advantage +971-4-3907277INFORMIX Prime Shift: +44 (0) 20 8844 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-76-9797ifmxsup@uk.ibm.com

PakistanPakistanPakistanPakistanPakistan IBM Passport Advantage +749 5 258 6300

PolandPolandPolandPolandPoland OS/390, VM, VSE, Tivoli, services +48-22-878 6999

All platforms (fax) Fax: +48-22-878 6799

All platforms (email) dispatch@pl.ibm.com

call_dispatch_poland@pl.ibm.com

IBM (all other products & contract) +48 22 878 6999

PortugalPortugalPortugalPortugalPortugal All (+351) 21 8927115

Ascential 33 1 46 96 37 65

INFORMIX (+351) 218 927 115

Ifmxsup@pt.ibm.com

http://www.ibm.com/software/data/

informix/support/probidhtml

xSeries 180 day startup support (+351) 21 892 7147

54 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

QatarQatarQatarQatarQatar MLC & Services Users Phone (+9714) 3431975OTC (fax) Fax: 9714-3433232

Passport Advantage +971-4-3907277 or +749 5 258 6300INFORMIX Prime Shift: +44 (0) 20 8844 3001

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-76-9797

ifmxsup@uk.ibm.com

RomaniaRomaniaRomaniaRomaniaRomania z/OS, VM, VSE, Tivoli, services +40 21 224 4015All platforms (fax) Fax: +40 21 224 4044Offshift (5:30 PM - 9:00 AM) +40 745 340 848 (mobile phone)All platforms (email) rossoft@ro.ibm.comIBM (all other products & contracts) +40 21 224 40.15

INFORMIX Prime Shift: (+40) 21 336 4610AT & T Direct Code; (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+40) 21 336 4682

RussiaRussiaRussiaRussiaRussia Software Support Toll Free +7 800 200 6300

Russia z/OS, VM, VSE, Tivoli, services +7 495-2586300

All platforms (fax) Fax: +7 495-2586304

All platforms (email) swsupport@ru.ibm.com

All Passport Advantage +7 495 2586300

SaSaSaSaSauuuuudddddi i i i i AAAAArrrrraaaaabbbbbiiiiiaaaaa MLC & Services Users 800-1240-888OTC (fax) Fax number supplied with your productIBM Passport Advantage +749 5 258 6300INFORMIX Prime Shift: (+44)-1784-240-333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

September 2006 55

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

Country Services Phone/Fax/Email

SlovakiaSlovakiaSlovakiaSlovakiaSlovakia All Platforms +421-2-4954-5555All platforms (fax) +421-2-4954-1348All platforms (email) maint@sk.ibm.comINFORMIX Prime Shift: +420 272 131 298

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797

SloveniaSloveniaSloveniaSloveniaSlovenia OS/390, VM, VSE, & Services +386 1 4796 699All platforms (fax) Fax: +386 1 4796 815All platforms (email) Ssclju@si.ibm.com

South AfricaSouth AfricaSouth AfricaSouth AfricaSouth Africa Non Contracted customers (Defect Support) 0800-11-0756

Support Line Contracted Customers

IBM/Lotus/TIvoli (all other products & contracts) 27 11 301 5656

0800 11 0756

Ascential +44 208 818 0702

INFORMIX Prime Shift: 0800 99 10 69

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax: (+44)-208 818 1180

ifmxsup@za.ibm.com

U2 / Universe +27 11 654 6008

email address “support@utwo.co.za”

SpainSpainSpainSpainSpain MLC & Services 9 01 100 000OTC (fax) Fax number supplied with your productIBM/Lotus/Tivoli (all other products / contracts) 901 100 000Ascential +34 900902925INFORMIX Prime Shift: (+44)-208-844-3029

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@es.ibm.com

Sri LankaSri LankaSri LankaSri LankaSri Lanka INFORMIX Prime Shift: 91-22-2843737AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: 91-22-2822132kfleong@informix.com

SurinameSurinameSurinameSurinameSuriname INFORMIX Phone 156latin-support@us.ibm.com

56 September 2006

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, CIMS, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

SwedenSwedenSwedenSwedenSweden S/390 & Services 46 771 171040iSeries, RS6000, PC (non-contract) Fax number supplied with your productiSeries, RS6000, PC (contract) 46 771 171040IBM (all other products & contracts) 46 (0) 77 11 71040INFORMIX Prime Shift: (+46)-20 464649

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@se.ibm.com

xSeries 180 day startup support 08-477-4420

SwitzerlandSwitzerlandSwitzerlandSwitzerlandSwitzerland OS/390, VM, VSE, iSeries, RS/6000, Intel 0800 55 54 54IBM (all other products / contracts) 0800 55 54 54Ascential 33 1 46 96 37 65INFORMIX

- Swiss French Prime Shift: (+44) 208 844 3076AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax:(+33) (0) 49 31 45 58IFMXSUP@fr.ibm.com

- Swiss German Prime Shift: 00800 25 35 25 35Offshift Sev 1’s: +1 888-876-9797Fax:(+49)-89-9603-3270ifmxsup@de.ibm.com

RATIONAL (all languages) +41 58 333 09 34

xSeries 180 day startup support +41-58-333-0158

TTTTTuuuuunnnnniiiiisssssiiiiiaaaaa All (+90 212) 440 0 IBM

INFORMIX Prime Shift: (+44) 208 844 3076` AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797Fax:(+33) (0) 49 31 45 58IFMXSUP@fr.ibm.com

TTTTTuuuuurrrrrkkkkkeeeeeyyyyy IBM (all products / contracts) 0090 212 444 0426

INFORMIX Prime Shift:+44 208 844 3001

AT & T Direct Code: (NOTE 1)

Offshift Sev 1’s: 888-876-9797

Fax:(+44)-208 818 1180

ifmxsup@uk.ibm.com

September 2006 57

CONTACT INFORMATION Need a number that’s not here or not right?See: www.ibm.com/planetwide

The “IBM” number is for IBM, Candle, Lotus, Rational, and Tivoli products unless otherwise noted

Country Services Phone/Fax/Email

United KingdomUnited KingdomUnited KingdomUnited KingdomUnited Kingdom Defect SupportDefect SupportDefect SupportDefect SupportDefect SupportHardware 08705 500900OS/390, VM, VSE 08457 151516

ServicesServicesServicesServicesServicesSupport Line, Software Maintenance for iSeries, pSeries 0870 0101952Networking Assist 08457 125621CATIA Assist 0870 9010458

IBM Passport Advantage 0870 333 4445 or 0870 010 1952

Ascential +800 0700 0876

Candle +44 (0) 161 437 5224

Fax +44 (0) 161 437 5225

UK_Support@candle.comINFORMIX Prime Shift: 800 013 0333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44)-208 818 1180ifmxsup@uk.ibm.com

xSeries 180 day startup support 01475-555055SalesSalesSalesSalesSalesITS Sales 0870 6070701

UUUUUnnnnniiiiittttteeeeed d d d d AAAAArrrrraaaaabbbbb MLC & Services Toll Free 8004563

EEEEEmmmmmiiiiirrrrratatatatateseseseses OTC Fax (+9714)-3433232

IBM Passport Advantage Toll free: 8004704 or 749 5 258 6300

INFORMIX Prime Shift: (+44)(0) 20 8844 3001AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797ifmxsup@uk.ibm.com

YYYYYemenemenemenemenemen IBM Software Support 749 5 258 6300INFORMIX Prime Shift: (+44)-1784-240-333

AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797ifmxsup@uk.ibm.com

ZimbabweZimbabweZimbabweZimbabweZimbabwe INFORMIX Prime Shift: (+44) 208 844 3001AT & T Direct Code: (NOTE 1)Offshift Sev 1’s: 888-876-9797Fax: (+44) 208 818 1180ifmxsup@za.ibm.com

For a complete list of Informix telephone numbers,please refer to the following web site:http://www-306.ibm.com/software/data/informix/support/contact.htmlNOTE 1: Please refer to the AT&T Direct web site for current AT&T Direct codes:http://www.consumer.att.com/global/english/access_codes.html2NOTE 2: This is an US toll free number. Please dial the current AT&T Direct codes (Note 1) then the given number

58 September 2006

Appendix D: Other Support

IBM is the world’s largest manufac-turer of software. Some of the neweradditions to the IBM portfolio havecontinued to offer their uniquelytailored software services.

Tivoli Professional Services —Tivoli Deployment ExpertiseDelivering on the promise of servicesstarts at home. Tivoli has investedheavily in the Tivoli ProfessionalServices (TPS) group to provideindustry-leading skills for EnterpriseSystems Management solutions.

Services FoundationTivoli Professional Services providesthe foundation for Tivoli’s globalservices capability. From bases inkey international locations, TPSdelivers certified resources fornetwork, systems, and applicationsmanagement to maximize yourinvestment in end-to-end EnterpriseSystems Management. You canfurther leverage this expertise bytaking advantage of skills transfer,using on site TPS subject matterexperts to better prepare ourtechnical professionals. To engageTPS resources contact your Tivolisales manager by calling the Tivolisales office in your country.

Lotus Priority Service Pro-gram Our legacy Lotus Priority Serviceprogram has been replaced y the IBMSoftware Premium Support programand is only available on an exceptionbasis.

Informix Regency ServicesOur legacy Informix Regencyprogram has been replaced y the IBMSoftware Premium Support programand is only available on an exceptionbasis.

fixes. (For non-IBM products, fixes, ifany, are provided by the Third PartyManufacturer)

For all tiers of support, there is nolimit to the number of technicalsupport incidents that can be reportedthrough remote assistance.

Remote technical support problemsare reported to IBM by phone (notavailable for IBM Entry Support) orby using the Electronic ServiceRequest (ESR) tool, located atwww.ibm.com/support Refer to theContacting IBM section of thisHandbook for more information.

The Selected Support offerings arepurchased via an annual subscriptionand are available for purchasethrough Passport Advantage orPassport Advantage Express.

Developer AssistanceIBM Selected Support offerings mayalso include remote DeveloperAssistance Incidents. This assistancegoes beyond the support providedthrough traditional remote technicalsupport. Under this feature, develop-ers may receive assistance withfinding answers to specific program-ming questions, best practice usage ofthe product (i.e., the ApplicationProgramming Interface), etc. Devel-oper Assistance Incidents areintended to cover specific and shortduration questions. Professionalservices offerings should be used forquestions that are best resolved withan extended program design review.

Developer Assistance Incidentcoverage includes:

• Expert Development Assistance

IBM Selected Support Offering(Support-only offering fordesignated IBM no-charge andnon-IBM products)IBM is pleased to offer customersSelected Support offering fordesignated no-charge IBM and non-IBM products. Often support-onlyofferings are made available forproducts or offering code that isdeveloped and delivered through theopen source community. The opensource business model is built on theconcept of free and frictionless accessto technology with optional paidsupport. In the open source businessmodel, the product is available at nocharge to download and use socustomers can begin development,testing and deployment at no cost.The offering code could be availablefrom an IBM website, or from theapplicable third party provider.

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IBM has implemented a tieredapproach for the Selected Supportoffering. On a product by productbasis, up to 3 tiers may be madeavailable: IBM Entry Support, IBMEnhanced Support and IBM EliteSupport. Support is deliveredremotely via IBM’s support teams,and includes:

· General usage and installationquestions

· Product compatibility andinteroperability questions

· Interpretation of productdocumentation

· Review of diagnostic informationto help isolate the cause of a problem

· Basic configuration assistanceand samples understanding

· Code defect support andplanning information for software

September 2006 59

oper assistance incidents will be decremented by one incident.

Designated Programs eligible for Selected Support are listed at www.ibm.com/lotus/PASelectedSupportPrograms

The following table describes the features of Selected Support in more detail:

*Times listed are for the customer’s time zone. Support is not available on public holidays for IBMEntry Support and IBM Enhanced Support. Severity 1 support is available on public holicays forIBM Elite Support

**Response target is IBM’s objective to respond to your high severity support request. In some casesthe initial response could result in a resolution of your request, or it will form the basis for determiningwhat additional actions are required to achieve technical resolution of your request.

***The Technical Contact is the individual designated by the client as the person to contact IBM forsupport. All communication with IBM related to the IBM Support-only offering must be performed byAssistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1,2, 3 or 5 Developer Assistance Incidents and IBM Elite Support will offer 0, 1, 2, 3, 5 or 10 incidents)

**** The number of Developer Assistance Incidents will vary by supported product. Refer to theannouncement letter for the number of Developer Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and

• Application Design andArchitecture Assistance

• Configuration Assistance

• Performance & TuningAssistance

Unlike traditional remote techni-cal support where the number ofrequests is unlimited, the numberof Developer Assistance incidentsthat can be reported to IBM isfixed, determined by the SelectedSupport offering purchased andvaries by supported product.Developer Assistance Incidents arereported to IBM in the same way asgeneral product usage questions orproblems: by phone or using theElectronic Service Request (ESR)tool, located at www.ibm.com/support . Each time you use one ofyour Developer AssistanceIncidents, your available incidentcount will be decremented.

To gain maximum benefit fromyour Developer assistance inci-dents:

o Developer assistance must bespecifically requested during theinitial call or electronic submis-sion for support assistance

o If you access IBM Supportvia the phone, advise the IBMRepresentative that Developerassistance is being requested

o If you access IBM support viaESR, ensure that the Developerassistance component is selected

o Your technical contact shouldunderstand that available Devel-

Support Only Offering IBM IBM IBMEntry Enhanced Elite

Support Support Support

Electronic Problem Submission Yes Yes Yes

Voice Problem Submission No Yes Yes

Number of electronic an/or voice problems Unlimited Unlimited Unlimited

Support Hours* 8am-5PM 8am-5PM 8am-5PM

Mon-Fri Mon-Fri Mon-Fri

(24x7 for Sev 1)

Response Target ** 8 bus hrs 4 bus. hrs 2 bus. hrs

Technical Contacts**** 1 2 Unlimited

Developer Assistance Incidents **** Not Avail Variable Variable

Availability Worldwide Worldwide Worldwide

60 September 2006

tion of Apache Geronimo will besupported for three (3) months after anew version, release or modification ofApache Geronimo has been identifiedas the officially supported version,release or modification under the IBMSupport for Apache Geronimo supportoffering. Customers will be requiredto use the most current supportedversion, release or modification ofApache Geronimo to continue toreceive defect fixes under the terms ofthe IBM Support for Apache Geronimoannual support contract.

The annual, renewable subscriptionsupport offering is priced per Serverand you are limited to use on a 4 CPUsystem (or less), otherwise a special bidis required.

IIIIIBBBBBM SM SM SM SM Suuuuupppppppppporororororttttt f f f f for or or or or WWWWWebSebSebSebSebSpherpherpherpherphereeeeeApApApApApplplplplpliiiiicatcatcatcatcation Sion Sion Sion Sion Sererererervvvvver er er er er ComComComComCommmmmmuuuuunitnitnitnitnityyyyyEditionEditionEditionEditionEditionIBM is pleased to offer supportservices for the WebSphere ApplicationServer Community Edition software.IBM WebSphere Application ServerCommunity Edition is a lightweightJ2EE application server built onApache Geronimo technology designedto help you accelerate yourenterprise’s development and deploy-ment efforts. It harnesses the latestinnovation from the open sourcecommunity to provide a readilyaccessible and flexible foundation forbuilding Java applications.There are three tiers of IBM Supportfor WebSphere Application ServerCommunity Edition: IBM EntrySupport for WebSphere ApplicationServer Community Edition, IBMEnhanced Support for WebSphereApplication Server CommunityEdition, and IBM Elite Support forWebSphere Application Server Com-munity Edition. In addition, DeveloperAssistance (as described in SupportOnly Offerings above) is available.

IBM Elite Support will offer 0, 1, 2, 3, 5 or10 incidents)

Additional information:Additional information:Additional information:Additional information:Additional information:In addition to traditional remotesupport and Developer assistance,the following online support mayalso be available:

� Online documentation

� Access to technical articleson IBM Software Support web sites

� Access to technical forumson IBM developerWorks ( http://www-128.ibm.com/developerworks/ )

� Access to relevant IBMDeveloperWorks Newsletters andArticles

� Access to technical webcastsand events

� Professional servicesofferings (additional charge)

IBM Selected SupportOffering Terms:Consistent with the SelectedSupport tier purchased, IBM willprovide support only for the copiesof software covered under youragreement.

Independent Software Vendor(ISV), Systems Integrator (SI) orSolution Providers: consistent withthe Selected Support tier pur-chased, IBM will provide supportonly for the copies of softwarecovered under you agreementduring the internal developmentand maintenance phases of yoursolutions. You are restricted fromcontacting IBM with support issuesthat may arise from your endcustomers’ usage of the productunless you have an OEM contractwith IBM.

IBM Support For ApacheGeronimoIBM Support for Apache Geronimoprovides expert technical support forApache Geronimo, the open source Java2 Enterprise Edition (J2EE) serverproject from the Apache SoftwareFoundation. IBM Support for ApacheGeronimo provides the support youneed to confidently develop and deployyour web and J2EE applications usingApache Geronimo.There are two tiers of support avail-able: IBM Entry Support for ApacheGeronimo and IBM Enhanced Supportfor Apache Geronimo. In addition,Developer Assistance (as described inSupport Only Offerings above) is alsoavailable.

Since the IBM Support for ApacheGeronimo support offerings are for anopen source software project, all fixesand code are provided through theofficial Apache Geronimo web site andorganization, found at http://geronimo.apache.org/. IBM willdeliver all fixes to the open sourceproject. There is no guarantee that allfixes will be incorporated into theofficial Apache Geronimo code stream,as such decisions are made by theApache Geronimo community. Al-though IBM does not deliver the fixdirectly to you, nor can IBM guaranteethat the fixes submitted to ApacheFoundation will be accepted anddistributed, IBM does intend to helpprovide you with timely resolutions forproblems you experience.

IBM will provide a list of supportedversions, releases or modifications ofApache Geronimo on the IBM Supportfor Apache Geronimo web support page( http://www.ibm.com/software/webservers/appserv/Geronimo/support/). Each previously identifiedsupported version, release or modifica-

September 2006 61

personnel may require assistance inrecreating the problem, verificationthe recommended action resolved theproblem, and possibly remote orphysical access to your system.

Premier Anytime:Premier support 24 x 7.

Premier Elite:Premier Elite technical support isprovided by designated TechnicalAccess Managers (TAMs) who aresenior-level support analysts support-ing an elite set of customers. From theonset, TAMs will become acquaintedwith your business requirements andimplementation of the AscentialProducts to provide a one-to-onetechnical relationship. In addition toall of the entitlements listed herein,Premier Elite includes:

• An assigned TAM• Up to three (3) named callers• Support incidents escalateddirectly to the TAM• 24X7 after-hours technicalassistance with production systemdown issues• Regular conference callsbetween the assigned TAM and theCustomer representative to discussenterprise support issues• Up to two, 2-day scheduled on-

otherwise a special bid is required.

IBM ASCENTIAL OFFERINGS(Also known as WebSphereInformation Integration Solu-tions):

e.ServiceProvides Customer access to Ascential'sprivate Web-based technical resourcecenter whereby you are able to searchAscential's knowledge database, openand update cases, order (as available)Rapid Releases, Product Releases andMaintenance Releases, and viewProduct notices.

PremierProvides prime shift support including

• e.Service (as described above)

• Telephone Support: Ascential willprovide you with access to Ascential'stechnical support analysts duringSupport Hours for assistance in theinstallation or use of the product andfor reporting Product Problems.

• Product Problem Resolution:Ascential will address product prob-lems you report through maintenancereleases, circumventions, or clarifica-tion of the functional operation, asappropriate. During the problemresolution process, Ascential service

IBM will provide a list of sup-ported versions, releases ormodifications of WebSphereApplication Server CommunityEdition via the WebSphereApplication Server CommunityEdition specific support page (www.ibm.com/software/webservers/appserv/community/support/). Each identifiedsupported version or release ofWebSphere Application ServerCommunity Edition will besupported for 18 months from thedate of its release. Customers willbe required to use the mostcurrent supported version, releaseor modification of WebSphereApplication Server CommunityEdition to continue to receivedefect fixes under the terms of theIBM Support for WebSphereApplication Server CommunityEdition annual support contract.

IBM will make fixes available toWebSphere Application ServerCommunity Edition users via theWebSphere Application ServerCommunity Edition support webpage (www.ibm.com/software/webservers/appserv/community/support/). If a code correction isneeded to resolve your specificreported problem, IBM will applycommercially reasonable efforts todevelop the appropriate fix andmake that fix available to you andon the support web page. Thiseffort is intended to provide youwith a stable and reliable operat-ing environment by providing youwith timely resolution of problemsyou encounter.

The annual, renewable subscrip-tion support offering is priced perServer and you are limited to useon a 4 CPU system (or less),

Severity Impact Response Goal

1 Critical business impact Within two hours

2 Significant business impact Within four hours

3 Some business impact Within eigh hours

4 Minimal business impact Within 24 hours

Ascential Response Objectives

62 September 2006

site visits by the TAM (e.g., getacquainted, “Go-Live” support, systemhealth checks, technical reviews)• Up to two, 2-day emergency onsite visits

Response Goals:Details about WIIS Support areavailable in the following PDF-formatted document IBM Agreementfor Software Maintenance SupportAscential Programs at:

http://techsupport.services.ibm.com/guides/AscentialAgreement.pdf

IBM U2 SUPPORT OFFERINGSIBM offers support programs for IBMU2 products that are specificallydesigned for business partners andend users. Additional offerings fordevelopers, database administrators,and system administrators are avail-able through Professional Services.This range of worldwide servicesenables customers and partners to useIBM U2 products effectively.

Business partners and direct end userswith valid maintenance agreementshave direct access to technicalsupport. The offerings and level ofsupport for IBM U2 products areconsistent worldwide, although pricingmay vary from region to region

IIIIIBBBBBM U2 MM U2 MM U2 MM U2 MM U2 Maintaintaintaintaintenenenenenance Sance Sance Sance Sance SuuuuuppppppppppororororortttttSSSSSererererervvvvviiiiicescescescescesIf you’re in an environment where youneed prompt, responsive telephonesupport, IBM U2 Maintenance SupportServices is a terrific resource.

Maintenance Support Servicesfeatures Direct-to-the-Engineersupport, where highly trained expertsin IBM U2 database server and tools

technology are ready to resolve yourtechnical questions or issues.

In addition to toll-free, in-boundtelephone support, out-of-hours (24 x7) support for down systems is avail-able to you as a Maintenance SupportServices customer.

IBM U2 TechConnectAll IBM U2 Maintenance SupportServices customers are entitled toaccess to U2TechConnect, the Cus-tomer support Web site for IBM U2products accessible from https://www.ibm.com/software/data/u2/support/u2techconnect/.

U2TechConnect is designed to provideinstant access to the most up-to-dateinformation about IBM U2 products,programs, and services. You alwayshave vital product and support infor-mation at your fingertips, including:

• Product availability informationincluding current and past readme files

• Electronic case submission and query

• U2 Connection newsletter

• Knowledgebase (FAQ) access

IBM SUPPORT FOR LEGACYCANDLE PRODUCTS

Support for the /390 & z/OSProducts Acquired from CandleAs part of the transfer of Candle Legacy/390 & z/OS Software products intoIBM Support, the T&C’s of existingCandle /390 & z/OS “Base Support”contracts will continue to be supportedby IBM.

Since the support model for the Candle/390 & z/OS products does not map toIBM’s existing support T&C’s for /390& z/OS products (MLC Program

Services or S&S PID with SupportLine options ) a unique support modelhas been created to provide thenecessary voice/electronic, usage/defect support. Existing CandlePremium Support Contracts (Optimi-zation, Total Reliability and Premier)will be honored through the remaininglength of the agreement, at whichpoint, a mutually beneficial IBMservice agreement may be negotiated.

Information on how to access supportfor Candle /390 & z/OS products willvary by geo and will be explained indetail below.

In the event maintenance is notpurchased, IBM’s warranty willprovide access to IBM databasescontaining information on knownProgram defects, defect corrections,restrictions, and bypasses at noadditional charge. IBM will maintainthis information for at least one yearafter the original licensee acquires theProgram (3Warranty Period3).

In addition, Candle z/OS products have

September 2006 63

Geo Voice Electronic

A.P.

In Country Tivoli Phone Number except Japan Japan Candle Number:

0120-715099

Australia/New Zealand: IBMLink In other countries, electronic access is not available

Canada

800-IBM-SERV, Option 2

Logon to ServiceLink

EMEA

In Country Phone Number

1. www.ibm.com/support 2. Select ‘Open or Manage Service Requests’ 3. Select:

- Country - “Software” - ‘z/OS - z/VM - OS/390 – VM’ - Note : may need to register

LA In Country Phone Number

1. https://techsupport.services.ibm.com/ssr/ssr.slprob 2. Select ‘Submit a PMR’ 3. Select 'N/A' 4. Select 'Telesuporte zSeries' or 'Candle Legacy' from the list of services shown. 5. Insert problem details on the problem entry form Note: IBM Id is required. After obtaining the IBM id, (from the same address at 1 above), registration is required. Contact local country number found in http://techsupport.services.ibm.com/guides/cnts_latamerica.html

U.S. 800-IBM-SERV

If Customer does not have a SoftwareXcel contract: 1. http://www.ibm.com/software/support/probsub.html 2. Will need to register

If Customer has a SoftwareXcel Contract, ServiceLink may be used to submit problems

been added to the SoftwareXcel and ww Support Line offerings, so IBM customers with those offerings can utilize thosedelivery vehicles as for support as well.

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Support for /390 Products Acquired from Candle

64 September 2006

Support Options for DistributedProducts Acquired from CandleAs part of the transfer of Candle Legacynon-S/390 Software into IBM Support,Candle non-S/390 Support contracts arenow under Software Maintenance.Software Maintenance is designed toprovide comprehensive, high qualityremote technical support to your ISorganization. Remote technical supportallows you to obtain assistance fromIBM for product-specific, task-orientedquestions regarding the installation andoperation of currently supported IBMsoftware products. This offering doesnot extend the announced end of servicedate (program services) and the remotetechnical support included in thisoffering will be provided until the endof service date for a product. It is alsonot intended as an end-user supportoffering. It is designed to supplementyour support staff skills by providingtelephone and/or electronic access toIBM’s technical support knowledgebases and technical product special-ists. For more details see IBM SoftwareMaintenance under Enhanced Support.

MICROMUSE PRODUCT SUP-PORT

Support Options for ProductsAcquired from MicromuseSupport for Micromuse LegacySoftware products under existingMicromuse agreements will beprovided by IBM Support. As part ofthe transfer of Micromuse Softwareinto IBM Support, standard SoftwareMaintenance is being provided forMicromuse support contracts whichare still in effect. For more details seeIBM Software Maintenance underEnhanced Support. Customers with7x24 contracts will continue to get theoff-shift support to which they areentitled.

In the event maintenance is no longerin effect, IBM will provide access toIBM databases containing informationon known Program defects, defectcorrections, restrictions, and bypassesat no additional charge. IBM willmaintain this information for at leastone year after the original licenseeacquires the Program.

Customers with support throughMicromuse Business Partners shouldcontinue to contact their BusinessPartner to open a problem

IBM SUPPORT FOR LEGACYCIMS LAB PRODUCTS

Support for the Products Ac-quired from CIMS LabAs part of the transfer of CIMS LabLegacy Software products into IBMSupport, the T&C’s of existing CIMSLab Support contracts will continue tobe supported by IBM.

Since the support model for the CIMSLab products does not map to IBM’sexisting support T&C’s for products.Aunique support model has been created

to provide the necessary voice/electronic, usage/ defect support youwere accustom to receiving. ExistingCIMS Lab Support Contracts will behonored through the remaininglength of the agreement, at whichpoint, a mutually beneficial IBMservice agreement may be negoti-ated. Information on how to accesssupport for CIMS Lab products willvary by geo and can be found inAppendix C : Contact Numbers.

ISOGON PRODUCT SUPPORT

IBM Support for the /390 & z/OS Products Acquired fromIsogonSupport for Isogon Legacy /390 & z/OS Software products under existingIsogon agreements will be providedby IBM Support.

A unique support model has beencreated to provide the necessaryvoice/electronic, usage/defectsupport for Isogon products stillsubject to the terms of existingIsogon support contracts. ExistingIsogon support contracts will be ineffect until they terminate or aremigrated to an IBM support agree-ment.

Information on how to access supportfor Isogon /390 & z/OS products willvary by geography and will beexplained in detail below.

In the event maintenance is no longerin effect, IBM will provide access toIBM databases containing informa-tion on known Program defects,defect corrections, restrictions, andbypasses at no additional charge. IBMwill maintain this information for atleast one year after the originallicensee acquires the Program.

September 2006 65

In addition, some of Isogon z/OSproducts have been added to theSoftwareXcel and ww Support Lineofferings, so IBM customers withthose offerings can utilize thosedelivery vehicles as for support aswell.

Support Options for /390 & z/OS products Acquired fromIsogon

For Customers Renewing Sup-port Contracts in 2006Only electronic support is beingoffering to customers that renew oldIsogon support contracts rather thanconvert to IBM support contracts.Problems can be opened at http://www-306.ibm.com/software/support/probsub.html. Choose theIsogon option towards the bottom ofthe screen. Registration is required.

For Customers with TimeRemaining on Legacy IsogonContractsProblems can be submitted using thestandard in-country phone numbersand electronic access that you woulduse for your zSeries products.Within the US, Customers withoutSoftwareXcel contracts can submitproblems electronically using theinternet: http://www-306.ibm.com/software/support/probsub.html(registration is required)

Support Options for Distrib-uted Products Acquired fromIsogonAs part of the transfer of IsogonLegacy non-S/390 Software into IBMSupport, standard Software Mainte-nance is being provided for IsogonIFOR support contracts which arestill in effect. For more details see

I So Gone

IBM Software Maintenance underEnhanced Support.

Problem submission for Isogon’s Vistaproduct will be provided via voice only(no web-based problem submission willbe available). See in country phonenumber on http://www.ibm.com/planetwide/. Support will otherwise beprovided in accordance with IBM’sstandard Software Maintenance.Software Maintenance is designed toprovide comprehensive, high qualityremote technical support to your ISorganization. Remote technical supportallows you to obtain assistance from IBMfor product-specific, task-orientedquestions regarding the installation and

operation of currently supportedIBM software products. This offeringdoes not extend the announced endof service date (program services)and the remote technical supportincluded in this offering will beprovided until the end of servicedate for a product. It is also notintended as an end-user supportoffering. It is designed to supple-ment your support staff skills byproviding telephone and/or elec-tronic access to IBM’s technicalsupport knowledge bases andtechnical product specialists. Formore details see IBM SoftwareMaintenance under EnhancedSupport.

66 September 2006

Technical support is available online by visiting the IBM PCD Support Web site at http://www.ibm.com/pc/support Onthe home page of the web site, just click “Submit a Request.” Choose your location and brand and click “Continue.” Whensubmitting a question, please include your computer’s type and model number, the operating system and version you areusing, and as much detail as possible regarding your individual situation. At the PCD Support Web site, everyone hasunrestricted access to all of the downloadable files, FAQs, technical publications, and numerous hints, for any computertype, simply by entering the machine Type-Model number (e.g., 2611-450) into the “Quick path” box or by navigating bybrand of machine or category of information.

TROUBLESHOOTING: Information contained in the Troubleshooting section will help you diagnose and resolve technicalproblems quickly and easily by giving you access to the same tools used by IBM Support Center specialists. The Trouble-shooting area will guide you through preliminary steps to help you determine the source of the problem. In addition, manyrecommended next steps link to IBM’s extensive online library, providing easy access to supporting information within theframework of the diagnostic process.

AUTOMATED SOLUTIONS: Our Automated Solutions are powerful diagnostic utilities which can be quickly downloadedto your machine and run to optimize system performance and possibly fix network connectivity, printer, audio, hard diskdrive, and intermittent lockups and hangs problems. The first time an automated solution is run, two ActiveX controls (plug-ins) may be downloaded and installed on the computer. An automated solution will not send any personal information (suchas names, files, or applications) to IBM unless it is explicitly mentioned in the solution and will never install any spyware oradware programs. To view the complete list of Automated Solutions, please visit URL: http://www.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-39417

WORLDWIDE HELPCENTER PHONE SUPPORT: You can also call our Support Center for one-on-one technicalassistance or to order Recovery CDs. However, there may be a small charge for this service depending on the warrantystatus of your system. See the following URL for a list of the WorldWide HelpCenter phone numbers and hours of operation:

http://www.ibm.com/pc/support/site.wss/document.do?lndocid=YAST-3P2QYL

If you are in need of service on your system, please check the following Web site for the authorized IBM Dealer/Servicernear you:

http://www.ibm.com/pc/support/site.wss/document.do?lndocid=MIGR-44986

Appendix E: PC help Helpful hints from the folks in the PC side of our business

September 2006 67

Defect Support Line Remote Technical Support Consult Line SWMA/Passport Advantage1

In-depth review, recommendations orconfiguration of parameters in acomplex environment

Review performance data sent in foranalysis. In-depth performanceanalysis/tuning.

Upgrade planning

Capacity planning or review ofcustomer plan

Diagnose or review the userapplication code without a specificreported IBM error

Diagnose or review user exit code orwrite it(excluding the interfaces withinthe scope of defect support)

Write samples (e.g. Applicationprogramming)

Perform or provide step-by-stepAssistance(e.g. Recover adatabase;HSM and VSAM cataloguerecovery;network configuration, datarecovery)

Guide through or analyze requirementfor application of systemmaintenance(beyond short durationhow-to)(Customer documents or data may berequired)

Outline exact steps to add a newdevice

Analyze system reports(e.g.Traces) and providerecommendations

Interface with third party to assistin resolving network connectivityproblems(may be via dial-in orvoice)

More complex or detailedquestions than those covered bySupport Line

Provide instructions on how tocollect necessary documentation(for non-IBM problems)

Review configuration andrecommend corrective actions

Basic review, recommendations orconfiguration of parameters

Analyze trace when non-IBM problem

is suspected

(Customer documents or data

may be required)

Installation assistance (i.e. clarification of a single step in aprocess)

General guidance for productinstallation. Assist with generalquestions on product usage andoperation

Interpret manuals regarding IBMCode and application interface

Interpret publications on the useor purpose of a User Exit. Providea sample if one exists.

Provide available configurationsamples

Interpret and clarify publications

General questions onmaintenance philosophy

Short duration, general usageassistance questions

Provide instructions on how tocollect necessary documentation

(Customer documents or datamay be required)

Individual reported errors duringa product install

How to diagnose reportedproblems

Problem determination, problemsource identification, dumptrace analysis

Assist with diagnosinginterfaces between IBM Codeand application

Assist with diagnosing theinterfaces between IBM Codeand User Exit programs

Assist with incorrectpublications via a reporting error

Questions/recommendations onmaintenance levels, PTFs,APARs

No trouble found, problems, orerrors (non-recreateable error)

Provide guidance on collectionof documentation to resolveproblems(Customer documents may berequired by Defect SupportGroup)

Comparison of Various Levels of Software Support Services

Revision 9 Jan/04 *Other options, including on-site assistance, are available. Contact SFIC at 1-800-465-9600, option #31 Support Line applies to zSeries, Linux and Microsoft O/S and storage products / SWMA applies to iSeries and pSeries O/S products / Passport Advantatgeapplies to Middleware products

Appendix F: IBM Canada’s Remote Technical Support Offering

68 September 2006

CSDCorrective Service Delivery. Means bywhich some products deliver theirservice.

CUSTOMER CRITICAL PROBLEMMeans a problem for which you have noknown work around resulting in acritical disruption in your businessoperations.

EMEAIBM Geographic unit consisting ofEurope, Middle East, and Africa

END OF SERVICE DATEThe date when IBM will no longersupport, update, patch or maintain aproduct.

ESOExpanded Service Options. OS/390service deliverable used by manyCustomers for preventive service

ESPEarly Support Program. A programwhere customers get a pre release levelof a product in order to help IBMevaluate the fitness of the product andthe readiness of IBM support

FINFixed-If-Next. An APAR whose fix willbe deferred until a future release of theproduct (by mutual agreement betweenthe Customer and IBM)

APPENDIXG: Acronyms & other terms

The following terms andacronyms are used frequentlyin the course of solvingcustomers’ problems.

APARAuthorized Program Analysis Report.A formal report to IBM development,of a problem caused by a suspecteddefect in a current unaltered releaseof an IBM program. An APAR may beused by development to document newfunction delivered in the maintenancestream

ALCAnnual License Charge. A method ofpaying for some IBM software prod-ucts, usually as a part of a PLC/ALCagreement.

CALLA single telephone call from theCustomer Authorized Caller to theSupport Center. An incident mayinvolve one or many telephone calls

CBPDOCustom Built Product Delivery Option.OS/390 deliverable which can includeproduct and service, but is used bymany Customers as a vehicle forpreventive service

CCCCall Center Coordinator. CCC is aterm within Lotus for people who willdispatch or triage all customerincidents

CONSOLEA Lotus Support function whichroutes phone messages, handlesexpired Support ID’s and answerssupport entitlement questions

FIX PACKA cumulative collection of all fixesavailable to registered customerssince the last release of the product.It can include fixes that have notbeen previously released and canspan multiple products or compo-nents. A fix pack can be applied ontop of any previously shippedmaintenance to bring the system upto the current fix pack level.

FSSField Support Services provided by aLotus Support Field representativewho engage in short term technicalprojects for customers

FSUFast Service Upgrade. A process forupgrading an installed VSE releaselevel with a newer one.

FTPFile Transfer Protocol. Method fortransferring files to or from IBM andLotus and their Web sites

FULLSHIFTMeans 24 hours a day, seven days aweek, including national holidays.

HIPERLiterally, “High Impact Pervasive”.An APAR that describes a seriousproblem and may be one that has awide spread impact. The APAR shouldbe reviewed and if applicable, thePTF should be installed as soon aspossible.

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MRMaintenance Release - Each time anew feature release for a Lotusproduct is introduced to the market,a subsequent trail of regularlyscheduled bug fix releases aretypically provided. At Lotus this iscalled a maintenance release. Amaintenance release is denoted bythe use of a third digit in the releasenumber

MUMaintenance Update. An MU is aLotus term for a small release, withonly a few fixes, or perhaps just onefix. An MU is represented by anadditional letter. For example, theMU for R5.0.4 was R5.0.4a

OFF-SHIFTMeans all hours outside of PrimeShift( please see Prime Shift definition)

OS/390Mainframe server platform built onthe MVS family of products

OTCOne Time Charge. Pricing methodol-ogy for most software products whichare purchased by a single payment atthe time the product is acquired.

PDProblem Determination. The processof isolating the source of a suspectedproblem to hardware or software.

PervasiveDesignation of an APAR which hasthe potential to affect manyCustomers

IBMInternational Business Machines.Undisputedly the largest softwaredeveloper, anywhere in the world.

ICAIBM Customer Agreement. Anagreement under which IBMsoftware products are licensed. TheICA is signed by the Customer andby IBM.

INTERIM FIXA tested and verified fix available toregistered customers. It can containfixes for one or more productdefects (APARs). The associatedAPARs are closed

IPLAInternational Program LicenseAgreement. An agreement underwhich IBM software products arelicensed. The IPLA is shipped withthe product and does not requiresignatures.

iSeriesIntegrated Series from IBM, basedon the AS400 technology

Lotus Knowledge BaseAn interactive, web-based supporttool allowing a Customer to searchfor specific support information

MLCMonthly License Charge. Pricingmethodology for some softwareproducts, primarily mainframe,which uses monthly payments

PLCPrimary License Charge. A methodof paying for some IBM softwareproducts, usually as a part of aPLC/ALC agreement.

PMPPreventive Management Planning.

PMRProblem Management Record. Arecord of the activities performedduring the course of resolving acustomer reported problem.Customers with access to IBMLinkcan view their PMRs.

PRIME SHIFTMeans standard IBM business hoursin the local time zone where youreceive the Service (for example, 8a.m. To 5 p.m. Monday throughFriday), excluding national holidays.

pSeriesPerformance Series from IBM,based on the RS6000 technology

PSIProblem Source Identification. Theprocess of isolating the source of asuspected software problem to thefailing software product or compo-nent.

PSLCParallel Sysplex License Charge. Aspecial software pricing methodol-ogy for mainframe Customersreceiving the benefits of the parallelSysplex technology.

Acronyms & other terms

70 September 2006

PSPPreventive Service Planning. Afacility that contains informationconcerning a product’s installationor service. A PSP entry consists ofupgrades and subsets.

PSPPersonal Software Products. Thesoftware platform including the OS/2 family of products

PTFProgramming Temporary Fix. A fixto a reported defect that canconsist of documentation and/orcode. A PTF is temporary only inthe sense that it disappears with thenext release of the product, whenthe patch is integrated into the baseproduct code

REFRESH PACKA cumulative collection of all of thefunction and fixes that are availableto registered customers since thelast release of the product. Thefunction and fixes may not havebeen previously released, and canspan multiple products or compo-nents. A refresh pack can beapplied on top of any previously-shipped maintenance to bring thesystem tup to the current refreshpack level.

RLCRecurring License Charge. Amethod of paying for some IBMsoftware products.

RMPRecommended MaintenancePackage. Service deliverable for RS/6000 which allows the preventiveinstallation of a set of IBM recom-mended fixes between maintenancelevels

RSURecommended Service Upgrade.Service deliverable for OS/390 andVM which allows the preventiveinstallation of a set of IBM recom-mended fixes

SIDSupport ID. A unique number thatidentifies a Designated Caller or setof callers. This ID is used by theLotus telephone system to automati-cally verify entitlement.

SPOCSingle Point of Contact

SPRSoftware Problem Report. A recordin the Lotus software problemreporting system that is used totrack an identified software problem— similar to IBM’s APAR, however anSPR may also be used within theincident tracking database toclassify an incident’s status.

SSASystem Support Agreement. Anexpanded maintenance agreementwhich includes some level ofenhanced software support services,normally replaced with Service Suite

STATUSThe most recent assessment of anincident’s/PMR’s current place inthe resolution process

SUFService Upgrade Facility. An OS/390, VM, and VSE tool announcedin 1997 which uses the Internetto help automate preventive andcorrective service application.

SVPSuggested Volume Price. A letterbetween C and H which gives theCustomer’s discount level in thePassport Advantage program

UR1Unable to be reproduced on thenext product release. Like “FIN”,this APAR closing code is alsoused for an APAR whose fix willbe deferred until a future releaseof the product (by mutual agree-ment between the Customer andIBM)

TEST FIXA temporary or uncertified fixwith limited IBM testing that isprovided to one or more custom-ers for testing purposes. It is notavailable to all registeredcustomers. The associated APARis not closed.

Acronyms & other terms

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