IBM Smarter Support Best Practices for IBM Business Partners
Discover universal best practices for working with the worldwide IBM Support team. Hear from several IBM support engineers on what works bests when you engage with IBM Support.
Date: Wednesday, December 2, 2016
Time: 11:00 am - 12:00 am (Eastern Standard Time)
Use the World Clock to confirm what time the event is happening in your timezone: http://www.timeanddate.com/worldclock/meeting.html
CSM Support Provider Central Blog for IBM Business Partners
Always on the go? Download the new IBM Technical Support mobile application for your smart device. Leverage the IBM tools you need to better support the IBM products for our end customers. Now available for free on iTunes and Google Play.
See the Demo on YouTube: https://www.youtube.com/watch?v=NLatd-0XU3s
IBM Channel Support Management is pleased to annouce the July 7, 2014 availability of a new product family group for Smartier Cities - IBM Cúram Social Program Management for the IBM SVP primary support provider option. You must apply separately to add support for this new product family group. Additional details are available in IBM PartnerWorld.
Key Portal Changes:
New IBM Support Portal Overview on YouTube: http://www.youtube.com/watch?v=emhfnyHJPxU
IBM Support Portal Translation: https://www.ibm.com/developerworks/community/blogs/IMSupport/entry/october_22_2013_8_19_pm?lang=en
Effective November November 15, 2013, IBM Channel Support Managent is please to annouce the availability of the IBM eDiscovery product family group available for support as an IBM Software Value Plus Primary Support Provider. This family group addition is part of the IBM FileNet product brand. IBM SVP business partners interested must apply online via IBM PartnerWorld and submit a support plan
IBM PartnerWorld IBM eDiscovery FAQ: https://www.ibm.com/partnerworld/wps/servlet/RedirectServlet?cmsId=swg_ast_sfw_supoort-plan-template&attachmentName=IBM_eDiscovery_Update_FAQ.pdf
IBM SVP FileNet Primary Support Provider Certification Requirements: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_svp_filenet_certs_sp
Tom Ruiz 0600009T9X firstname.lastname@example.org Tags:  psp m670 spp svp provider first support level course mastery 1,981 Visits
IBM Channel Support Management is pleased to announce the publication of the IBM SVP Primary Support Provider Mastery Test v1 (M670) exam that is immediately available at Prometric. The course material for the M670 exam is available on the IBM Software Value Plus Primary Support Provider page in IBM PartnerWorld. The former IBM Support Provider Delivering First Level Support (205140) course available via IBM Learner Portal is retired.
For more about Support Mastery M670 Exam. Visit: http://www-03.ibm.com/certify/mastery_tests/ovrM670.shtml
Got questions? Email: email@example.com.
Tom Ruiz 0600009T9X firstname.lastname@example.org Tags:  tools youtube electronic support yt ibm 2,005 Visits
Subscribe to the IBM Electronic Support Channel on YouTube: http://www.youtube.com/user/IBMelectronicsupport
Tom Ruiz 0600009T9X email@example.com Tags:  electronic tools support mobile provider 1,578 Visits
Away from the office or at a client site and need to access IBM electronic support tools for status?
Take advantage of the new IBM electronic tools designed for mobile devices. Sandbox some of the IBM mobile electronic support tools today:
Featured IBM mobile support tools on YT:
IBM Service Request Mobile: http://www.youtube.com/watch?v=3oThsXLvgLs&list=UUqaYCdZwPqkU05X-xUiG7lw&feature=player_detailpage
IBM Fix Central Mobile: http://www.youtube.com/watch?v=y4T_NQzirlA&list=UUqaYCdZwPqkU05X-xUiG7lw&index=16
IBM Software Support Handbook for busines partners is to be used as an addendum to the IBM Software Support Handbook.
Together, the IBM Software Support Handbook and the IBM Software Support Handbook complement and explain your Post-Sales Technical Support experience. This experience is described as Usage and Defect Support after a product license has been acquired and the customer is installing or using the Software. For maximum benefit, use both handbooks together.
Download the Support Provider Handbook in IBM PartnerWord:
Tom Ruiz 0600009T9X firstname.lastname@example.org Tags:  locator support partner tool provider business 1,631 Visits
The IBM Business Partner Locator in IBM PartnerWorld enables you to identify:
Business Partner Locator Link: http://www-304.ibm.com/partnerworld/wps/bplocator/search.jsp
To Locate an Authorized Support Provider:
Tom Ruiz 0600009T9X email@example.com Tags:  renewals subscription providers svp support best practices 1,195 Visits
Remember: On Time Every Time.
Why is IBM Subscription and Support Important to Primary Support Providers?
Check out the IBM S&S Resource Center for Business Partners in IBM PartnerWorld!
Tom Ruiz 0600009T9X firstname.lastname@example.org Tags:  support websphere provider saas commerce 3,471 Visits
Welcome IBM WebSphere Commerce Business Partners!
IBM Channel Support Management team has announced the availability of the WebSphere Commerce product group for the IBM PartnerWorld Software Value Plus (SVP) Primary Support Provider effective 03/01/2013.
Application and product requirements are now available via the IBM PartnerWorld SVP Primary Support Provider website. This is a significant milestone for the Support Provider program, one that will allow our primary support provider's to expand their IBM solutions and extend the value of IBM Subscription and Support to our clients.
Please note that additional customer implementation reference product requirements apply. See references below for additional information.
IBM SVP WebSphere Primary Support Provider Overview: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_svp_websphere_commerce_overview
IBM SVP WebSphere Primary Support Provider Certification Requirements: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_svp_websphere_commerce_support_provider_courses_certifications
Tom Ruiz 0600009T9X email@example.com Tags:  provider support svp primary plus csm software value 2,628 Visits
IBM PartnerWorld documents the IBM Software Value Plus (SVP) primary support provider certification requirements for each product family and associated product family groups (tracks). Support skilled resources must meet the certification requirements prior to being authoirzed. Please note that these certification requirements apply exclusively for the IBM Support Provider re-marketer type. IBM certification requirements for VAR / Solution Provider are not the same program requirements.
As an IBM SVP Support Provider, you must have a minimum of two resources certified across the products you support. The IBM PartnerWorld references have been provided for quick access to the certification requirements.
IBM SVP Support Provider Certification Requirements by Product Categories *
Enterprise Marketing Management: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_svp_emm_certs_sp
Smarter Cities: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_svp_smarter_cities
SPSS Enterprise: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_swf_swvn_spss_enterprise_certify_spp
SPSS Statistics: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_swf_swvn_spss_statistics_certify_spp
* Note: IBM PartnerWorld Registration is required for the quick reference access.
Tom Ruiz 0600009T9X firstname.lastname@example.org Tags:  revalidation provider re-validation svp support 957 Visits
IBM Software Value Plus Primary Support Providers are required to submit a new support plan on an annual basis every March. IBM Channel Support Management will work in partnership with IBM GEO Operations.Support Providers to complete the validation of your updated support plan.
A new question in the support plan template required to be completed is a confirmation that your End User License Agreemement (EULA) includes the IBM Terms that need to be passed on to your end customers as documented in the IBM Attachment for Primary Support Provider.
IBM SVP Primary Support Provider Operations Guide (WW): http://public.dhe.ibm.com/partnerworld/pub/swg/svp/svp_support_provider_ww.pdf
IBM Support Plan Template: http://public.dhe.ibm.com/partnerworld/pub/swg/svp/support_plan_template.xls
IBM Attachment for Primary Support Provider: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/svp_authorized_portfolio_agmt_lang
Tom Ruiz 0600009T9X email@example.com Tags:  support call provider update webinar spp quarterly csm svp 1,475 Visits
Please join the IBM Channel Support Management Team for the 2013 IBM Software Value Plus (SVP) Support Providing Partner (SPP) Quarterly Update web conference. Please make plans to attend these session and get the lastest information. The first SPP Quarterly Updates kicks off on March 2013. Get registered or look for your registration invite!
New sessions and replays available at IBM PartnerWorld. See: https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/swg_com_sfw_isss_bp_qtr_callseries#q212_replays
To register for the session: Please follow the link above and register for the upcoming session in March 6, 2013.
Questions: Contact IBM Channel Support Management at firstname.lastname@example.org