IBM - Software Support Handbook - Overview

Software Support Handbook

Overview of support

This overview explains IBM's commitment to supporting clients and its software support organization.

The IBM commitment

We believe that having your business is both a privilege and a responsibility. We hope to maintain that business by providing you with solutions to your information technology problems. We also recognize that to enable you to concentrate on your core business issues, it is crucial that we provide world class information technology services that complement our information system solutions.

The intent of software support is to provide you with the quality software support and services you need. Our vision is to achieve a level of support excellence that exceeds your expectations and differentiates IBM in the marketplace by providing:

Timeliness and Quality
  • 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 the highest level of customer satisfaction in the industry, with quality focused programs designed to provide services that enhance and maximize the use of IBM products. As your solutions partner, we are dedicated to enabling your success.

Software customer support organization

IBM's software support organization is a global network of centers with expertise across our broad product portfolio. The organization is made up of teams of individuals that work together to provide you with the responsive software support that you require. Our worldwide centers are structured to provide you with local language access in most major countries and with the skills to help you identify the source of your problem amongst the products for which you have purchased support. For complex problems, we have specialized, skilled product teams with access to the experts in our Development Laboratories, as required. Therefore, you have access to the right level of IBM expertise when you need it -- no matter where they are located.

teamwork

The people of our software support organizations are highly skilled, motivated, energetic, and are eager to solve your software problems or answer your questions. Our goal is to ensure your satisfaction each time you need to contact us for support by:

  • Responding to your requests within targeted guidelines
  • Providing ongoing communication regarding your problem status through problem resolution
  • Taking ownership of your request for support
  • Providing a defined escalation process when management assistance is needed
  • Maintaining our commitment to continuous improvement of our service processes

Timeliness and Quality

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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