IBM - Software Support Handbook - Acquisitions

Software Support Handbook

IBM software acquisitions

Making the transition

Welcome, clients and customers of acquired software companies. We will be working over the coming months to integrate the support for acquired product support organizations into IBM.

With most IBM Software acquisitions, IBM strives to deliver a consistent integration of the acquired company's technology within an IBM product portfolio. However, there is a transition period during which existing client contracts and support delivery may be available to you based on current legacy support contracts, or using existing support infrastructure and contact methods. The information on these pages is intended to give you a starting point on what to expect for support through this transition from your legacy support to the IBM Support portfolio.

To lend continuity to customers of acquired companies, IBM uses a system called Flexible Contract Terms (FCT). FCT allows customers to temporarily continue most support terms negotiated while product was under the Legacy Company's branding. Customers will be provided information on how to move from FCT to the enterprise-hardened IBM support offerings. These IBM offerings carry many benefits our customers have come to expect from IBM branded products. To view the benefits of Passport, please see Support portfolio.

Acquired companies fully integrated into IBM support

The following previously acquired companies and their support programs have been fully integrated into IBM Products and support offerings, please refer to Support Portfolio for definitions of offerings:

Aspera Support

On December 19, 2013 IBM acquired Aspera. Aspera’s technology helps companies securely speed the movement of massive data files around the world. Licensed to clients and partners either in the cloud or on premise, Aspera's high-speed transfer technology reduces transmission times for large files or data sets by up to 99.9 percent – potentially cutting a 26 hour transfer of a 24 gigabyte file, sent halfway around the world, down to just 30 seconds. Aspera’s patented fasp™ technology overcomes inherent bottlenecks in broadband wide area networks that slow the transfer of extremely large files, such as high-definition video or scientific research files, over distance.
At http://asperasoft.com/support/ you will find contact centers to reach out to, should you have any questions regarding this transition. For the latest information regarding the Technical Support transition, refer to the IBM Aspera Support Communication page at http://www.ibm.com/software/info/aspera/support/

BigFix Support

IBM's acquisition of BigFix, brings capabilities that enable customers an intelligent way to secure the enterprise by managing and automating security and compliance updates on thousands of computers around the globe. .

Effective 1 February 2011, BigFix product support was integrated into IBM. The IBM Software Support organization will provide support for BigFix products under the end users' existing agreements for the remainder of their contract terms.

As a BigFix customer, you will receive a Welcome letter from IBM detailing the new process for contacting and obtaining support for your BigFix products.  For all new customers after January, 2011, you will receive an IBM Customer Number at the time of purchase along with details on how to contact IBM Support for your IBM Tivoli Endpoint Manager Product.

For more details on IBM Support, please see Support Portfolio section of the IBM Support Handbook, sections on "Assistance Provided" and "Maintenance acquired through Passport Advantage or Passport Advantage Express".

Clarity Support

On October 21 2010, IBM completed the acquisition of the software portfolio of Clarity Systems, Inc., a privately held business analytics company headquartered in Toronto, Canada. Clarity Systems delivers financial governance software that enables organizations to automate the process of collecting, preparing, certifying and controlling financial statements for electronic filing, in support of mandates by the SEC and other financial regulatory agencies. To significantly reduce the risks of potential error and the lengthy times required to create and file financial documents, Clarity Systems software allows finance professionals to seamlessly integrate information for more efficient planning, consolidation and financial reporting.  In January 2012, legacy Clarity Systems customers moved to the IBM support systems for case management. A Welcome to Support letter was sent and Client Experience webinars conducted prior to this move. The in country local telephone numbers have also changed and can be found at http://www.ibm.com/planetwide. All open support cases have been moved to the IBM Service Request tool and can be accessed by using the IBM Support Portal. Should you have any questions regarding support processes or the support integration into IBM, please e-mail clientcare@ca.ibm.com .

Cloudant

On February 24, 2014 IBM announced the acquisition of Cloudant, a leading NoSQL database as a service provider founded in 2008. Cloudant provides a highly flexible, scalable rapid deployment offering for developers of web and mobile applications without the need to manage the Database infrastructure. Cloudant will be transitioning to IBM systems and business practices over the next 9-12 months. In the meantime, customers using a Cloudant product will be supported by the current Cloudant Customer Support team, using existing systems and practices and under the terms of their current maintenance agreement. Modifications to existing processes will be communicated to customers prior to changes taking effect. More information can be found at https://cloudant.com.

Cognos

IBM Cognos business intelligence (BI) and financial performance management solutions deliver world-leading enterprise planning, consolidation and BI software, support and services to help companies plan, understand and manage financial and operational performance. IBM Cognos solutions bring together technology, analytical applications, best practices, and a broad network of partners to give customers an open, adaptive and complete performance solution. Over 23,000 customers in more than 135 countries around the world choose IBM Cognos solutions.

Dates to note

For all resources associated with the transition to IBM Support, visit the following location:

Cognos Support offerings

Cognos Support offers Support Plans specific to Cognos software customers and Appliance customers. Cognos software customers purchase software from IBM Cognos and install and maintain such software on their own hardware, whereas Appliance customers purchase hardware from IBM Cognos on which software solutions are pre-installed and configured.

All Support Plans are founded on:

  1. Product (Appliance) Continuation: access to various new and upgrade releases of software and/or hardware.
  2. Online Support: 24x7, self-serve access to Web resources such as Technotes, Proven Practices (White Papers) and Product Downloads (if applicable) The difference between the plans is in the Assisted Support focus.
  3. Assisted Support: the support services available to you when you require live, interactive support from IBM. The Cognos Support offerings available to customers include: Standard; Software Development Kit Code Level; Advantage; and, Premier.

For any Cognos Support offering purchased outside of IBM Passport Advantage, Express or Premium, please see the Support Plans Guide for additional information. The Cognos Support Plans Guide provides an overview of the plans offered before the acquisition of Cognos by IBM, including information on: SDK code-level support; on-line support programs; and, information on getting the most from your Support Plan.

A Support Plan is a purchasable support service offering with defined deliverables, rights, joint commitments and service levels. A Support Plan encapsulates the shared working arrangement between you and IBM Cognos Support. Support Plans are also referred to as Support Offerings.

Problem reporting for Cognos customers

The Service Request (SR) tool offers Cognos clients online problem management to open, edit and track open and closed PMRs by customer number. Timesaving options include: create new PMRs with prefilled demographic fields; describe problems yourself and choose severity; submit PMRs directly to correct support queue; attach troubleshooting files directly to PMR; receive alerts when IBM updates PMR; view reports on open and closed PMRs.

Please refer to the Cognos Service Request page for information on the following service request topics.

You can find information about assistance for SR at Contact the SR help desk.

What is the Cognos Product Lifecycle?

Products released after January 1 2009 plus IBM Cognos 8 BI Version 8.4, fall under the Standard IBM Software Support Lifecycle Policy. Refer to the following site for complete details.

Products released before January 1, 2009, excluding IBM Cognos 8 BI Version 8.4, fall under the previous Cognos Lifecycle policy, as described in the Cognos Support Plans Guide. Refer to the Cognos supported products web page for the support status of your product.

Technical and business resources

The IBM Cognos Software Support web site provides access to a wide range of self-service support for your IBM Cognos software. Some of the key support features allow you to:

The web site also includes valuable administration information and help features, such as:

  • Site tours, including one for electronic problem submission, at the Software Support Assistance location.

The Cognos Customer Center provides a good starting point for finding information about Cognos Support, Professional Services and Education.

At Cognos we appreciate your business and look forward to working with you.

Consul

Consul's enterprise security auditing and compliance solutions collect and analyze vast quantities of user and system activity to monitor, report and investigate both malicious and accidental violations of information use.

Effective July 2007, Consul products and support were integrated into IBM.

As part of the transition of Consul Legacy Software products into IBM Support, the Terms & Condition's (T&C's) documented in existing Consul contracts will be honored through the remaining length of the agreement, at which point, a mutually beneficial IBM service agreement may be negotiated.

For more details, see IBM Software Maintenance under Enhanced Support.

For information regarding the Consul acquisition, including Support FAQs, Important links, and Education opportunities, please see the Consul support resources.

DataMirror

On September 4, 2007, IBM acquired DataMirror a public company based in Markham, Ontario. DataMirror is a leading provider of real-time changed data capture software for dynamic changed-data integration, replication and high availability.

DataMirror provides Change Data Capture (CDC) software with high performance, real-time data integration solution that addresses data integration challenges across heterogeneous environments. Native log-based CDC technology detects mission-critical data events in real time without impacting system performance. Bidirectional real-time CDC synchronizes information between data sources to provide a single version of the truth throughout an enterprise. IBM Information Server Change Data Capture is fully integrated into IBM Information Server and provides real-time data feeds to DataStage and Quality Stage.

As of April 28th 2008 DataMirror support has been integrated into IBM Software Support. The IBM Software Support organization will provide support for DataMirror products under the end users' existing agreements with DataMirror for the remainder of their contract terms. For information regarding the DataMirror acquisition, including Support, Downloads, and FAQs, refer to the Leveraging DataMirror aquisition web page.

DataPower

IBM WebSphere DataPower SOA Appliances are purpose-built, easy-to-deploy network devices that simplify, help secure, and accelerate your XML and Web services deployments while extending your SOA infrastructure. These new appliances offer an innovative, pragmatic approach to harness the power of SOA while simultaneously enabling you to leverage the value of your existing application, security, and networking infrastructure investments.

Effective November 1, 2005, DataPower appliances and support were integrated into IBM.

Support for WebSphere DataPower appliances will be provided by IBM Support initiated through Software IBM Support for both firmware and hardware. Customers with 7x24 contracts will continue to get the off-shift support to which they are entitled. Additional information regarding DataPower support offerings and self-help is available at: http://www.ibm.com/support/docview.wss?rs=2362&uid=swg21260903. This information covers a range of support topics including:

  • WebSphere DataPower extended maintenance and support services
  • Specifics for customers with valid support contracts on how to contact IBM WebSphere DataPower Technical Support
  • WebSphere DataPower SOA Appliances Support page
  • Firmware and documentation downloads including a download wizard
  • My Support weekly custom e-mail with important news about the IBM products you select
  • IBM WebSphere DataPower SOA Appliance forum on developerWorks

DemandTec

On February 15, 2012 IBM acquired DemandTec. DemandTec delivers cloud-based analytics software to help organizations improve their price, promotion, and product mix within the broad context of enterprise commerce: retail, business-to-consumer, and consumer goods. More information can be found at www.demandtec.com.  For the latest Support updates, please refer to http://www.ibm.com/software/marketing-solutions/demandtec/support/.

Emptoris

On January 31, 2012 IBM acquired Emptoris the world leader in strategic supply, category spend and contract management solutions that enable companies to maximize financial performance and optimize commercial risk. The company's suite of award-winning and industry-recognized sourcing, contract management, spend analysis, supplier lifecycle management, services procurement and telecom expense management solutions are successfully used by Global 2000 companies.

 Emptoris technical support will transition to IBM Support process and tools in the second quarter of 2013. In the meantime, customers using any of Emptoris products will be supported by the current Emptoris Technical Support team, using existing systems and Practices. For information regarding the Emptoris Support, including Support phone numbers, access to open online cases and important updates, please see the Emptoris Transition Resources page at http://www.ibm.com/software/commerce/emptoris/support/

FileNet

IBM software support for Enterprise Content Management (ECM) is represented by a network of people, systems and services that provide you with a single point of contact for 24x7 remote technical assistance. Software support also includes a subscription to code corrections and fixes, as well as updates and enhancements to keep you current with your investment. Whether your ECM software is installed at a single location or in multiple sites around the world, our technical specialists will work closely with your support staff to:

  • Maintain bottom-line productivity
  • Maximize system availability
  • Save you time
  • Reduce your risk

Effective, October 1, 2007, FileNet products and support were integrated into IBM, under Information Management | Enterprise Content Management (ECM). The Customer Support continues to focus on delivering world-class support to the FileNet customer base.

The following processes apply specifically to the FileNet software download access.

Accessing older FileNet software fix packs

To request access for older fix packs of IBM FileNet software please contact your local IBM Client representative. Your Client rep will make the necessary request on your behalf.

Accessing older FileNet software:

To request product code for older versions of IBM FileNet software please contact your local IBM Client representative. Your Client rep will make the necessary request on your behalf.

IBM makes only the current version of its software available for download. Because of the differences in product lifecycle management between FileNet's legacy approach and IBM's processes, existing FileNet customers may have a legitimate need to obtain older versions of FileNet software. By policy, these versions are not available via the IBM software download site. The following describes the conditions under which an old version of software can be obtained and the process to follow in order to obtain it.

Versions of software that are not the current version but that are still supported by IBM FileNet's development organization

Generally, this software is available without restrictions. To obtain a specific software version, contact your local IBM Client representative.  Your Client rep will make the necessary request on your behalf.  The following information is required.

Customer contact name
Customer company name
Customer contact phone
Customer contact email
Customer address
Customer ICN
Product required (include version and OS)

IBM will make the requested product available to you for download, and then contact you to communicate the download location (a URL) and process. This request may take 7 to 10 business days to complete.

FilesX

FilesX specializes in continuous data protection and nearly instant data and application recovery software for enterprises and remote/branch offices. On April 21, 2008, IBM announced this acquisition and its integration into the IBM family of products.

Effective October 2008, FilesX products and support were integrated into IBM.

As part of the transition of FilesX Software products, IBM will be your primary support provider.  The Terms & Conditions (T&C's) documented in existing FilesX contracts will be honored through the remaining length of the agreement, at which point, a mutually beneficial IBM service agreement may be negotiated.  For more information on the applicable IBM support terms, see Support Portfolio and Support Foundation sections of this handbook.

Green Hat

On January 11, 2012, IBM announced it had completed the acquisition of Green Hat, a privately held company jointly headquartered in London, England and Wilmington, Delaware. Green Hat helps customers improve the quality of software applications by enabling developers to use cloud computing technologies to conduct testing of a software application prior to its delivery.

As we move forward with the acquisition of Green Hat products, we have created the Green Hat Support Overview page at http://www.ibm.com/software/rational/support/greenhat/ To ensure a positive transition experience for your organization, this simple webpage will be your one-stop resource for support tools, processes and critical transition dates. We encourage you to bookmark and visit this webpage regularly.

Guardium

IBM InfoSphere Guardium appliances are virtual appliances purpose-built for real time database activity monitoring by deploying centralized and standardized controls for real-time database security and monitoring, fine-grained database auditing, automated compliance reporting, data-level access control, database vulnerability management and auto-discovery of sensitive data..  

Support for InfoSphere Guardium appliances will be provided by IBM Support initiated through Software IBM Support for both firmware and hardware. .  

Additional information regarding InfoSphere Guardium support offerings and self-help is available at: http://www.ibm.com/software/data/guardium/

Intelliden

IBM's acquisition of Intelliden, completed on 16 February 2010, brings capabilities that enable organizations to control, manage and scale their networks.

Intelliden is a leading provider of Intelligent Network Automation Solutions that enable organizations to control, manage and scale their networks. With Intelliden products, network-driven organizations can enforce granular access control and security, automate configuration changes, help ensure network compliance, provision devices with enhanced levels of accuracy, and provide a normalized view of network resources, for virtually any vendor, type, model or operating system. Intelliden's innovative platform acts as the Trusted Source of Network TruthTM by providing the real-time state of the network - the key to helping ensure accuracy across increasingly dynamic networks. It offers unmatched scalability, is an open solution, and has been proven in service providers, financial services organizations, government agencies and other businesses dependent on their networks.

Effective August 24, 2010, Intelliden product support was integrated into IBM. The IBM Software Support organization will provide support for Intelliden products under the end users' existing agreements for the remainder of their contract terms. For more details on IBM Support, please see Support Foundation, sections on "Assistance Provided" and "Maintenance acquired through Passport Advantage or Passport Advantage Express".  

Internet Security Systems Products

Internet Security Systems (ISS), now IBM Security Solutions, is recognized as a market leader in adaptive security management, intrusion detection and prevention, and vulnerability management providing innovative solutions that help enable maximum protection from enterprise security risks.  An established leader in security since 1994, the IBM Security Solutions integrated security platform is designed to automatically protect against both known and unknown threats and protects customers from online attacks before they impact critical business assets.  These solutions are based on the proactive security intelligence of the IBM X-Force® research and development team -- a world authority in vulnerability and threat research.

On August 23, 2006, IBM acquired ISS to bring its unique "ahead-of-the-threat" security approach to a broad range of customers worldwide.  ISS provides security solutions to thousands of the world's leading companies and governments, helping to proactively protect against Internet threats across networks, desktops and servers. ISS software, appliances and services monitor and manage network vulnerabilities and rapidly respond in advance of potential threats.  ISS threat protection systems complement IBM's Tivoli identity and access management software, addressing and managing customer security and privacy needs.

The IBM X-Force® research and development team has also played a key role in this acquisition. IBM has linked the expertise of the X-Force with its own world-class research organization and grown this capability by continuing to recruit and train leading security specialists.

On November 1st, 2010 the Support and Maintenance organization for IBM Security Solutions joined forces with IBM Software Support.  IBM Software Support will provide support for IBM Security Products under the existing agreements with ISS Support and Maintenance for the remainder of the contract term.

To access resources such as the knowledge base, documentation, white papers, and XPU information, please visit the IBM Security Solutions Migration Page: http://www.ibm.com/support/docview.wss?uid=swg21447087

Kenexa

In December of 2012, IBM formally acquired Kenexa. Kenexa will be transitioning to selected IBM support systems and value added offerings over the next 6-12 months. In the meantime, customers using any Kenexa heritage branded offerings will be supported by the current IBM Kenexa support teams, using heritage Kenexa systems and practices, under the terms of their current maintenance agreements. During this time, new IBM Kenexa customers will also be supported by heritage Kenexa support teams which use different tools and phone numbers from other IBM Support teams.

More information and resource links will be made available here as we evolve the support experience for your IBM Kenexa offerings. Any new choices or modifications to existing support processes will be communicated to customers in a variety of channels, prior to any change taking effect.

Information on how to secure support for any Kenexa offerings can be found at: http://www.ibm.com/software/support/kenexa/supportbasics.html

Support for IBM or Kenexa Offerings Hosted on the IBM Cloud

The method to receive support is the same for both heritage Kenexa and new IBM Kenexa offerings hosted on the cloud. Terms of Support differ from the IBM Software Support Handbook, and also vary slightly by portfolio. You can contact IBM at the phone numbers or electronic routes identified at: http://www.ibm.com/software/support/kenexa/supportbasics.html 

Support for IBM or Kenexa Products Not Hosted on the IBM Cloud

For new "IBM Kenexa" branded Learn products licensed to run on-premise (as opposed to on-cloud), support is per the terms in this IBM Software Support Handbook, with the exception of the items discussed below.

For heritage "Kenexa" branded Learn and ProveIt! products licensed to run on-premise, support is per the original terms of your Kenexa contract or statement of work. This includes instances of Learn on-premise code run in managed services instances by IBM. Base line support is as described below.

1. Support is provided in English language only.

2. Support for these products is available during regular business hours as follows:

For Learn Products:

North America : Mon - Fri, 8:00AM - 8:00PM EST excluding US Federal and Canada holidays
EMEA - Berlin Office: Mon - Fri, 9:00AM - 6:00PM GMT+1 excluding German holidays
Your primary route to Learn support : http://customeredge.outstart.com

For Prove It! Products:

Mon - Fri, 8:00AM - 5:00PM CST excluding US Federal and Canada holidays
Your primary route to Prove It! support : Phone 877-622-8684 (Toll free from the US and Canada)
You may also email us at: Proveithelp@kenexa.com

3. Severity 1 issue handling:

Severity 1 issues are defined as: "A business critical software component is inoperable across all users, or the service is down for all users. This usually applies to a production environment and indicates you are unable to use the program, resulting in a critical impact on operations."

Learn - Support requests for on-premise Learn products may be logged 24 hours a day, 7 days a week at http://customeredge.outstart.com. Our response time objective is to have an expert capable of gathering troubleshooting information and diagnosing your issue within 1 hour of receiving your initial report during the business hours listed above. In the case of an incident being reported after-hours, a member of the support team should contact you within 1 business hour the next business day.

For hosted clients where we host your licensed software in our facility, our response time objective is within 1 actual hour of receiving your report.

Prove-It! - Severity 1 support for on premise Prove It! customers is provided during business hours Monday to Friday excluding US and Canadian holidays. Incidents can be submitted by contacting our help desk, via phone or email, or by reaching out to your relationship manager. In the case of an incident reported after-hours, a member of the support team should contact you within 1 hour of the immediate next business day. If you contact Support by phone, please leave a voicemail in the event that you are unable to make direct contact. All voicemail messages will be returned promptly.

4. IBM Support electronic incident submission is not currently available for these products.

Learn - Support incident submission for Learn products is done via the customer support site (http://customeredge.outstart.com). Access to this site will be granted to all active customers, however only a few named contacts will be authorized to contact the support team. Access can be requested from the main page of the support site or via your implementation representative.

Prove It! - Support incident submission for Prove It! on-premise is done via the customer help desk, via phone or email.

5. Phone support is available from the following countries and phone numbers:

Learn on-premise products:

Region/CountryPhone NumberHours of Support
Excluding Local Holidays
Local Holidays
North America - United States 407-548-0600 (Toll Number) Monday to Friday from 8:00 AM
to 8:00 PM eastern standard time
(US): New Year's Day, US Independence Day,
Labor Day, Thanksgiving Day, Christmas Day

North America- Canada

416-478-3111 (Toll Number)

Monday to Friday from 8:00 AM
to 8:00 PM eastern standard time
(Canada): New Year's Day ,Family Day,
Good Friday, Victoria Day, Canada Day,
Civic Day, Labour Day, Thanksgiving Day,
Christmas Day, Boxing Day

Prove-It! on-premise products:

Region/CountryPhone NumberHours of Support
Excluding Local Holidays
Local Holidays
North America - United States

877-622-8684 (Toll free from
the US and Canada)

Monday to Friday from 8:00 AM
to 8:00 PM eastern standard time
(US): New Year's Day, US Independence Day,
Labor Day, Thanksgiving Day, Christmas Day

North America- Canada

877-622-8684 (Toll free from
the US and Canada)

Monday to Friday from 8:00 AM
to 8:00 PM eastern standard time
(US): New Year's Day, US Independence Day,
Labor Day, Thanksgiving Day, Christmas Day

6. The IBM Accelerated Value and Deployment Advisor programs are not available for IBM Kenexa offerings at this time. IBM Kenexa products have specialized implementation and integration offerings available. Please ask your IBM Sales Representative or Services Program Manager for details.

NOTE - To remain competitive and serve the ongoing needs of our customers, IBM reserves the right to change the terms or method of support described in this Kenexa Acquisition section of this Software Support Handbook at any time.

Lombardi

IBM's acquisition of Lombardi, completed on 25 January 2010, brings capabilities that enable organizations to quickly adjust their business processes to support sudden and changing needs, especially those that rely heavily on collaboration to complete a task or project.

Lombardi Blueprint, is a cloud based tool, allows users to outline, document, diagram, analyze, and share process details. For more information on Lombardi Blueprint as well as getting access to Blueprint Customer Support go to the Lombardi Blueprint Website and select the support option once logged in.  Lombardi Blueprint support is available via email only. You will find details behind any transition of Blueprint into IBM when they are available at the Lombardi Blueprint Website.

Lombardi Teamworks, provides a unified business process management (BPM) environment for collaborative process improvement. For more information on Lombardi Teamworks and the details behind transition of existing Lombardi Teamworks customers into IBM go to the IBM Support Transition FAQ. The direct IBM Customer Support link to Lombardi Teamworks can be found at the WebSphere Lombardi Edition Support Page.

Effective July 1, 2010, Lombardi will begin the Transfer of Business into IBM. During this time your customer data will begin migration into the IBM systems. As an existing customer to Lombardi Support you will continue to use the existing Support systems until you receive a Welcome letter from IBM detailing the new method for contacting IBM Support. Your Welcome letter will detail instructions on how to obtain support on your Lombardi Teamworks products. For all new customers post July 1, 2010 you will receive an IBM Customer Number at the time of purchase along with details on how to contact IBM Support for your Lombardi Products.

Netezza

On November 11, 2010 IBM acquired Netezza. Netezza appliances combine storage, processing, database and analytics into high-performance data warehouse appliances that are purpose-built to make advanced analytics on big data simpler, faster and more accessible. More information can be found at http://www.netezza.com/data-warehouse-appliance-products/index.aspx

Netezza will be transitioning to IBM systems and business practices over the next 3-6 months. In the meantime, customers using Netezza Appliance products will be supported by the current Netezza Technical Support team, using existing systems and practices and under the terms of their current maintenance agreement. Modifications to the existing processes will be communicated to customers prior to changes taking effect as well as being outlined here: http://www.ibm.com/software/data/support/netezza_support_comm.html.

Web access to Netezza technical support may be found through the Netezza Customer Support page (http://www.netezza.com/support/). The following link will provide you with the US toll and toll free telephone number for escalated incidences: http://www.ibm.com/planetwide/ or select Contact Us from the bottom left corner of the Customer Center home page. . 

For ongoing transition information related to the acquisition of Netezza Appliance product maintenance and support are documented at: http://www.ibm.com/software/data/support/netezza_support_comm.html.

OpenPages

On October 21, 2010, IBM completed the acquisition of OpenPages, a leading provider of integrated risk management solutions for global companies. The OpenPages Governance, Risk and Compliance (GRC) Platform empowers a risk based approach to identify and manage key business risks across the enterprise.

Effective May 1, 2011, OpenPages will have completed the Transfer of Business into IBM and existing customer data will begin migration into the IBM systems. OpenPages will be transitioning to IBM Support systems and business practices over the next few months with a target completion date of August 31, 2011. In the mean time, customers using OpenPages products will be supported by the current OpenPages Technical Support team, using existing Openpages Support systems and practices, and under the terms of the current maintenance agreement. Modifications to the existing processes will be communicated prior to changes taking effect.

As an OpenPages customer, you have received a Welcome letter from IBM detailing the new method for contacting and obtaining support for your OpenPages products after August 31, 2011.  For all new customers post May 1 2011, you will receive an IBM Customer Number at the time of purchase along with details on how to contact IBM Support for your IBM OpenPages Products. 

The OpenPages Support Team will continue to focus on delivering customer satisfaction without compromise. As we work to integrate OpenPages and IBM Support, we will offer OpenPages customers expanded capabilities through the existing IBM Support infrastructure. 

For the most up-to-date information regarding the OpenPages Support transition, visit the IBM OpenPages Customer Center.  Please visit the OpenPages Customer Support webpage for additional information about the OpenPages Customer Support program.   Should you have any questions regarding support processes or the support integration into IBM, please e-mail clientcare@ca.ibm.com  

PSS Systems

On October 21, 2010 IBM acquired PSS Systems. (now PSS, an IBM Company), a Mountain View, California-based provider of advanced capture technology. PSS Systems helps companies eliminate unnecessary legal risk, and discovery and data management costs. Its Atlas Suite provides integrated software solutions for legal holds, discovery workflow, regulatory compliance and data governance for customers. PSS entered the legal holds market in 2004 and claims the largest concentration of customers and domain experts anywhere.

Attention: All PSS customers:  Support for all PSS products will transition to the IBM Support infrastructure as of September 1, 2011.

Effective September 1, there are changes you will need to prepare for, including:

To open a new case:

  • Use your unique IBM Customer Number (ICN) when calling in for support or when requesting support online through the IBM Service Request system.
  • Open a Service Request  using the IBM Support Service Request (SR) system instead of opening a Support Case on PSS Support Portal.
  • Replace PSS Support phone numbers with IBM Support phone numbers. For the U.S. it is 1-800-IBM-SERV or 1-800-426-7378.  (Visit our Planetwide  http://www.ibm.com/planetwide  site for the appropriate in-country technical support phone number).     
  • You cannot open a Service Request (case) via email

To download patches and updates for current versions of IBM Atlas Suite software:

Support for Cases opened prior to September 1, 2011:

  • Support Cases that were opened prior to September 1, will continue to be supported on the legacy PSS case management system until closure or management determination to migrate to IBM tools. You will be notified of any changes in advance.  

Accessing Support documentation:

  • FAQs and other PSS Support content will remain on the PSS Customer Portal until further notice.  

What you need to do:

  • Make sure you are familiar with your ICN (IBM Customer Number).
  • Perform required actions to add your approved authorized callers under your organization's ICN via the Support Portal user administration tools.
  • Review the tutorial contents on PSS support portal https://support.pss-systems.com/node/1494 to ensure you have proper access to IBM support infrastructure.
  • Review the IBM Support Handbook  and the notification letters for further instructions on how to utilize Assisted Support at IBM.

We anticipate you and your organization will experience a smooth transition to IBM Support. During this process we are available to answer any questions you may have, and to handle your ongoing products and service needs. Should you have any questions regarding getting set-up to engage through IBM Support, please contact our Client Care team at ISCare@us.ibm.com . The Client Care team can assist you with non-technical questions regarding how to use support, Passport Advantage Online, the SR (Service Request) Tool, or entitlements.  


Softek

Softek (Data Mobility Services) were acquired by IBM in 2007.  Softek is part of Global Technology Services, offering data migration services and tools that can enable nondisruptive, online migrations to reduce costs, optimize infrastructures and increase productivity. Ongoing support for Softek products will be provided under the current terms and methods within the existing contracts; to access support for these Softek products please visit http://www-950.ibm.com/services/dms/en/support/  

For customers seeking Softek Annual Maintenance Renewals via the 1-877-426-6006, select option 2 is for Invoicing/Renewals/Maintenance.


SPSS

IBM SPSS predictive analytics helps your organization anticipate change so that you can plan and carry out strategies that improve outcomes. By applying predictive analytics solutions to data you already have, your organization can uncover unexpected patterns and associations and develop models to guide front-line interactions. This means you can prevent high-value customers from leaving, sell additional services to current customers, develop successful products more efficiently, or identify and minimize fraud and risk. Predictive analytics gives you the knowledge to predict .... and the power to act.

Dates to note

  • October 1, 2009 : Acquisition of SPSS by IBM completed.
  • October 1, 2010: Transfer of business from SPSS into IBM occurred.
  • April 1, 2011: IBM Support systems and processes adopted by SPSS Support.

SPSS is part of the IBM Business Analytics brand at IBM. Please see our Business Analytics home page on the IBM web site, and the support section on that page for additional help with getting support at IBM.


Sterling Software

On August 27, 2010 IBM acquired Sterling Commerce, an AT&T Company; now Sterling Commerce is part of the IBM Corporation. . Sterling Commerce helps organizations worldwide increase business agility in their dynamic business network through innovative solutions for selling and fulfillment and for seamless and secure integration with customers, partners and suppliers.

On 1 February 2012, legacy Sterling Commerce customers have moved to the IBM support system for case management. The in country local telephone numbers have also changed and can be found at http://www.ibm.com/planetwide. All open support cases have been moved to the IBM Service Request tool and can be accessed by using the IBM Support Portal. This includes all customers of the following applications:

  • IBM Sterling Connect products​
  • IBM Sterling Gentran products​
  • IBM Sterling Control Center​
  • IBM Sterling Secure Proxy
  • ​IBM Sterling B2B Integrator​
  • IBM Sterling Total Payments​
  • IBM Sterling Selling & Fulfillment Suite ​ (including MCF and MCS)​
  • IBM Sterling File Gateway​
  • IBM Sterling Certificate Wizard​
  • Mobile Applications​
  • Mapping​

Note for all other products or services not included in the above list, it is business as usual using heritage Sterling Commerce processes for submitting cases to support. Continue to go to http://customer.sterlingcommerce.com for all your support inquiries. 

IBM Support will provide support for the Sterling Commerce products listed above under end users' existing agreements with Sterling Commerce for the remainder of their current terms. For more details on IBM Support, please see Support Foundation, sections on Assistance provided and Maintenance Acquired through Passport Advantage.

For information regarding the Sterling Commerce acquisition, including Support FAQs, important links, and Education opportunities, please see the Sterling Commerce Transition Resources page at  http://www.ibm.com/software/commerce/support/  

Review the Sterling to IBM Support Transition webinar for detailed information on using IBM's Service Request option on the Support Portal. 


StoredIQ

On December 19, 2012 IBM announced a definitive agreement to acquire StoredIQ. Industry-leading companies rely on StoredIQ's Active Information Management solutions to solve Big Data problems and manage their information more efficiently to reduce cost and risk. Quickly deployed within the enterprise, StoredIQ discovers, analyzes and acts on what's important across petabytes of data where it lives, without moving it to a repository or specialty application ?to deliver immediate ROI. More information can be found at http://www.ibm.com/software/info/storediq. Technical support for StoredIQ products, IBM Unstructured Data Identification and Management, IBM eDiscovery Identification and Collection, IBM Policy Assessment and Compliance, and IBM Desktop Data Collector can be obtained through the support portal at http://www.ibm.com/software/support or by calling 1-800-IBM-SERV. 


Telelogic

Telelogic solutions automate and support best practices across the enterprise - from powerful modeling of business processes and enterprise architectures to requirements-driven development of advanced systems and software. Telelogic's solutions enable organizations to align product, systems, and software development lifecycles with business objectives and customer needs to dramatically improve quality and predictability, while significantly reducing time-to-market and overall costs.

Effective February 1, 2009, Telelogic product support was integrated into IBM. The IBM Software Support organization will provide support for Telelogic products under the end users' existing agreements for the remainder of their contract terms. For more details on IBM Support, please see Support Foundation, sections on Assistance Provided and Maintenance Acquired through Passport Advantage

For information regarding support delivery for Telelogic products, please see Rational Support - Telelogic Support Overview .


TRIRIGA

On March 22, IBM announced that it has completed the acquisition of TRIRIGA Inc., a leading provider of facility and real estate management software solutions.

 TRIRIGA provides the industry's most extensive functionality in an Integrated Workplace Management solution. TRIRIGA's  technology provides customers with unmatched business agility to rapidly configure and reconfigure the application as customers' needs change. With an outstanding network of consultants, partners, industry experts, and market-leading customers, TRIRIGA delivers unparalleled experience and expertise.  As a leader in workplace management solutions, TRIRIGA will strengthen IBM smarter buildings solutions.

The Transfer of Business occurred on November 1, 2011.  TRIRIGA support will transition to the IBM support systems starting November 14 and clients will be notified when they should begin to use IBM support programs, and we intend to complete this transition by year-end 2011.    

For information regarding the TRIRIGA support transition, including links and education about IBM Support program, please see the TRIRIGA Support FAQs.  Support for the TRIRIGA products will be handled by both IBM's TRIRIGA technical support teams and IBM Partners.

UrbanCode

On 22-Apr-2013, IBM announced the acquisition of UrbanCode adding to the DevOps portfolio. Based in Cleveland, Ohio, UrbanCode automates the delivery of software, helping businesses quickly release and update mobile, social, big data, cloud applications. Visit IBM's news room for the full press release.

As we move forward with the acquisition of UrbanCode products, we have created the UrbanCode Support Transition Overview page at (http://www.ibm.com/software/rational/support/urbancode/). To ensure a positive transition experience for your organization, this simple webpage will be your one-stop resource for support tools, processes and critical transition dates. We encourage you to bookmark and visit this webpage regularly..

IBM U2 technical support

Rocket Software, Inc. acquired the IBM UniVerse and UniData (U2) product line on October 1, 2009. All future information regarding the U2 products will be available from Rocket. Please refer to the Rocket website www.rocketsoftware.com/u2/. When you access non-IBM Web sites, even though they may contain the IBM logo and content regarding IBM's products and services, such Web sites are independent of IBM and IBM makes no representations or warranties regarding the content and has no control over the operation of such non-IBM Web sites. In addition, a link to a non-IBM Web site does not mean that IBM endorses that Web site or has any responsibility for the use of such Web site.

Varicent

On May 23 2012, IBM compleed the acquisition of the software portfolio of Varicent Software, Inc., a leading provider of analytics software for compensation and sales performance management headquartered in Toronto, Canada.  Varicent's software automates and analyzes data across sales, finance, human resources and IT departments to uncover trends and improve sales performance and operations. The acquisition enhances IBM's Smarter Analytics capabilities across line of business operations in all industries.

IBM Varicent customers will be transitioning to IBM systems and business practices over the next 6 months.  In the meantime, IBM Varicent customers using any of Varicent's products will be supported by the current support team, using existing systems and practices. Modifications to existing processes will be communicated to customers prior to changes taking effect. For the latest information regarding the Technical Support transition, refer to the IBM Varicent Customer Center . Should you have any questions regarding support processes or the support integration into IBM, please e-mail clientcare@ca.ibm.com 

Watchfire

Watchfire provides Web application security testing and compliance management software and services that help clients evaluate, understand and resolve issues impacting their online businesses. More than 800 enterprises and government agencies-including global financial services, communications and high-tech companies-rely on Watchfire products to help them identify report and remediate security vulnerabilities and compliance requirements.

Effective April, 2008, Watchfire product support was integrated into IBM. The IBM Software Support organization will provide support for Watchfire products under the end users' existing agreements with Watchfire for the remainder of their contract terms. For more details on IBM Support, please see Support Foundation, sections on Assistance Provided and Maintenance Acquired through Passport Advantage.

Watchfire users who purchased support from a Watchfire business partner should continue to contact that same business partner to report an issue with Watchfire software.

For information regarding the Watchfire acquisition, including Support communications, FAQs and important links, please see the Watchfire Support Resources.

Xtify

On October 3, 2013 IBM announced the acquisition of Xtify Inc., a leading provider of cloud-based mobile messaging tools that help organizations improve mobile sales, drive in-store traffic and engage customers with personalized offers.  Xtify was launched in 2009 to help brands and marketers stay connected to their mobile customers who increasingly want their information and entertainment on the go. The premise was simple: content and promotional offers are far more useful when delivered directly to consumers at the time and place in which they can act on them immediately. In other words, relevancy is key. More information can be found at http://www.xtify.com. Xtify will be transitioning to IBM systems and business practices over the next 4 - 8 months. In the meantime, customers using any Xtify products will be supported by the current Xtify Technical Support team, using existing systems and practices and under the terms of their current maintenance agreement. Modifications to existing processes will be communicated to customers prior to changes taking effect.

Support terms

Acronyms

Additional references

Handbook in PDF format

The handbook is also available as a PDF-formatted document. The current version is dated March, 2014.

Other languages

The handbook has been translated into the following languages.

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