The following terms and acronyms are used frequently in the course of solving customers' problems.
Support terms and definitions
Authorized Program Analysis Report. A formal report to IBM development, of a problem caused by a suspected defect in a current unaltered release of an IBM program. An APAR may also be used by development to document new function being delivered in the maintenance stream
Annual License Charge. A method of paying for some IBM software products, usually as a part of a PLC/ALC agreement.
A single telephone call from the Customer Designated Caller to the Support Center. An incident may involve one or many telephone calls
Custom Built Product Delivery Option. OS/390 deliverable which can include product and service, but is used by many Customers as a vehicle for preventive service
Call Center Coordinator. CCC is a term within Lotus for people who will dispatch or triage all customer incidents
A Lotus Support function which routes phone messages, handles expired Support ID's and answers support entitlement questions
Corrective Service Delivery. Means by which some products deliver their service.
IBM Geographic unit consisting of Europe, Middle East, and Africa
End of Service date. The date when IBM will no longer support, update, patch, or maintain a product.
Expanded Service Options. OS/390 service deliverable used by many Customers for preventive service
Early Support Program. A program where customers get a pre release level of a product in order to help IBM evaluate the fitness of the product and the readiness of IBM support
Fixed-If-Next. An APAR whose fix will be deferred until a future release of the product (by mutual agreement between the Customer and IBM)
A cumulative collection of all fixes available to registered customers since the last release of the product. It can include fixes that have not been previously released and can span multiple products or components. A fix pack can be applied on top of any previously shipped maintenance to bring the system up to the current fix pack level.
Field Support Services provided by a Lotus Support Field representative who engages in short term technical projects for Customers
Fast Service Upgrade. A process for upgrading an installed VSE release level with a newer one.
File Transfer Protocol. Method for transferring files to or from IBM and Lotus and their web sites
24 hours a day, seven days a week, including national holidays.
A collection of recommended fixes that IBM recommends most customers install for a specified level of the product (that is, the release of the product on a specified operating system). This collection is a reference to these fixes, but not an actual repackaging of those fixes.
Literally "High Impact Pervasive". An APAR that describes a serious problem and may be one that has a wide spread impact. These APARs should be reviewed and if applicable, the PTF should be installed as soon as possible.
International Business Machines. Undisputedly the largest software developer, anywhere in the world.
A tested and verified fix available to registered customers. It can contain fixes for one or more product defects (APARs). The associated APARs are closed.
IBM Customer Agreement. An agreement under which IBM software products are licensed. The ICA is signed by the Customer and by IBM.
International Program License Agreement. An agreement under which IBM software products are licensed. The IPLA is shipped with the product and does not require signatures.
The Integrated Series from IBM, evolved from AS/400 and is now called System i
Lotus Knowledge Base
An interactive, web-based support tool allowing a Customer to search for specific support information.
Monthly License Charge. Pricing methodology for some software products, primarily mainframe, which uses monthly payments
Mainframe server platform built on the MVS family of products
One Time Charge. Pricing methodology for most software products which are purchased by a single payment at the time the product is acquired.
Problem Determination. The process of isolating the source of a suspected problem to hardware or software.
Designation of an APAR which has the potential to affect many Customers
Primary License Charge. A method of paying for some IBM software products, usually as a part of a PLC/ALC agreement.
Preventive Management Planning.
Problem Management Record. A record of the activities performed during the course of resolving a customer reported problem. Customers with access to IBMLink can view their PMRs.
The Performance Series from IBM, evolved from RS/6000 and is now called System p
Problem Source Identification. The process of isolating the source of a suspected software problem to the failing software product or component.
Parallel Sysplex License Charge. A special software pricing methodology for mainframe Customers receiving the benefits of the parallel Sysplex technology.
Preventive Service Planning. A facility that contains information concerning a product's installation or service. A PSP entry consists of upgrades and subsets.
Programming Temporary Fix. A fix to a reported defect that can consist of documentation and/or code. A PTF is temporary only in the sense that it disappears with the next release of the product, when the patch is integrated into the base product code
A cumulative collection of all of the function and fixes that are available to registered customers since the last release of the product. The function and fixes might not have been previously released, and they can span multiple products or components. A refresh pack can be applied on top of any previously-shipped maintenance to bring the system up to the current refresh pack level.
IBM's system for maintaining problem and APAR records
Recurring License Charge. A method of paying for some IBM software products.
Recommended Maintenance Package. Service deliverable for RS/6000 which allows the preventive installation of a set of IBM recommended fixes between maintenance levels
Recommended Service Upgrade. Service deliverable for OS/390 and VM which allows the preventive installation of a set of IBM recommended fixes
Standard IBM business hours in the local time zone where you receive the Service (for example 8 A.M. to 5 P.M. Monday through Friday), excluding national holidays
Support ID. A unique number that identifies a Designated Caller or set of callers. This ID is used by the Lotus telephone system to automatically verify entitlement.
Special Attention APARs, while not as critical as HIPER APARs, do require special Customer consideration as they can represent pervasive problems, cross-system (sysplex) problems, new function, installability or serviceability improvements, or other, key product specific considerations.
Single Point of Contact
Software Problem Report. a record in the Lotus software problem reporting system that is used to track an identified software problem -- similar to IBM's APAR, however an SPR may also be used within the incident tracking database to classify an incident's status.
System Support Agreement. An expanded maintenance agreement which includes some level of enhanced software support services
The most recent assessment of an incident's current place in the resolution process
Service Upgrade Facility. An OS/390, VM, and VSE tool announced in 1997 which uses the Internet to help automate preventive and corrective service application. It was replaced by SMP/E Internet Service Retrieval function in 2006.
Sales Volume Price. A letter between C and H which gives the Customer's relative level in the Passport Advantage program
A temporary or uncertified fix with limited IBM testing that is provided to one or more customers for testing purposes. It is not available to all registered customers. The associated APAR is not closed.
Unable to be reproduced on the next product release. Like "FIN", this APAR closing code is also used for an APAR whose fix will be deferred until a future release of the product (by mutual agreement between the Customer and IBM)