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© 2010 IBM Corporation
Rediscover Informix Support Ed Raven Manager, Informix Client Support Nov 11th, 2010
© 2010 IBM Corporation
Information Management
Always There….
Key Takeaways
� Client Support Value Proposition
� Base Support Deliverables
� Delight the Install base
� Thoughts for the Future
© 2010 IBM Corporation
Information Management
Always There….
Our Vision:
� Delight our clients by delivering support superior to that of any other IT company
� Constant focus on client satisfaction (customer loyalty)
� Embody “client-centric” support, matching support solutions to customer requirements
� Provide true global coverage, meeting the needs of both multinationals and local clients, high availability business operates 24x7, year-round
� Improve cost efficiency and effectiveness for Enterprise, SMB, & Business Partners
� We aim to provide the best possible solution in the shortest amount of time.
Value Proposition
© 2010 IBM Corporation
Information Management
Always There….
1
Elevate client experience and customer loyalty �Craft a seamless experience amongst IBM products �Integrate customer feedback into actions by improving business practices �Foster direct-to-SME and drive down TTR
Better business outcomes. �Promoting seamless upgrades (Upgrade Bridge, swat team) �Improve Partner-centric programs and support �AVP (formally Premium) custom offerings (block hours, assigned analysts, SME teams)
Transform DM Support channels from support center into knowledge center �Improve and market the many best-of-breed support channels IBM offers �Rejuvenate operational Best Practices and Efficiency �Invest in emerging markets via a Preserve, Extend, Leverage methodology
Invest in staff development. �Educational roadmaps and career development �Problem resolution excellence surrounding workflow and softskill best practices �Informix business community
2
3
4
5
www.ibm.com/informix/support
Client Satisfaction
Business Development
People
Operational Excellence
Unleash our world class skills at improving DM products and tooling �Drive Reliability Accessibility and Serviceability (RAS) features �Implement lightweight healthchecks and real-time diagnostics �Tooling to identify customer trends and drive product autonomics
Support Engineering
Delight the Install Base… 2010 Support Delivery & Experience Themes
© 2010 IBM Corporation
Information Management
Always There….
Informix Support - Your Way!
�Choose Your Delivery Channel
�Targets � Open Knowledge-Base to Clients
� Electronic Communication Channels
� Customer Intimacy
Multiple Support Channels
� Emerging Market Support
� Local Language Capability
� Emergency, Down System Focus
Remote Phone Support +33 238 557 752 High Availability Line (FTS)
Electronic Support Web Portal Service Request (SR)
ESR
Web Support
Telephony (0870-010-1952) FTS Line
AVP Support Services Customized support services
designed specifically for a client
© 2010 IBM Corporation
Information Management
Always There….
Assisted Automated
Platform Self Healing
AVP Support
IBM Electronic Support helps to independently address common support situations with a focus on direct to Subject Matter Expert (SME)…
� Client Support Sites : http://www.ibm.com/software/data/support/
� DeveloperWorks -- PartnerWorld -- Information Center -- Forums – Libraries -- Education – Support Portal
� Electronic Service Request (SR): http://www.ibm.com/software/support/probsub.html
IBM Electronic Support helps to independently address common support situations with a focus on direct to Subject Matter Expert (SME)…
� Client Support Sites : http://www.ibm.com/software/data/support/
� DeveloperWorks -- PartnerWorld -- Information Center -- Forums – Libraries -- Education – Support Portal
� Electronic Service Request (SR): http://www.ibm.com/software/support/probsub.html
Remote Phone Support
IBM Electronic Support
The IBM Client Support Experience
© 2010 IBM Corporation
Information Management
Always There….
Simplified Portal Experience
Different web sites & multiple tools
Centralized & simplified experience
© 2010 IBM Corporation
Information Management
Always There….
Assisted Automated
Platform Self Healing
IBM Electronic Support
Remote Phone Support
On-Site Support
� Objective is a personalized support experience
� IBM Software Support Handbook: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html
� Worldwide contact for your local IBM office: http://www.ibm.com/planetwide
� No limits on the number of IT professionals who can call
� Support in native languages and time zones
� Level 1 in callback model outside US/CAN to leverage local language
� Emerging markets: placing problem resolution closer to the client
� Objective is a personalized support experience
� IBM Software Support Handbook: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html
� Worldwide contact for your local IBM office: http://www.ibm.com/planetwide
� No limits on the number of IT professionals who can call
� Support in native languages and time zones
� Level 1 in callback model outside US/CAN to leverage local language
� Emerging markets: placing problem resolution closer to the client
The IBM Client Support Experience
© 2010 IBM Corporation
Information Management
Always There….
Data Management Global Technical Support Labs *Follow-The-Sun Coverage Timelines
California
Ontario
Colorado
Kansas
Miami
UK, France, Germany
Japan
Australia
China
India
Plus many home-based personnel and AVP analysts located at customer sites worldwide.
Quebec
Singapore
Brazil
Russia
Korea
Americas Hub
13:00 – 00:59 GMT
8:00am-8:00pm EST
EMEA Hub
7:00 - 12:59 GMT
2:00am-8:00am EST
AP Hub
1:00 – 6:59 GMT
8:00pm-2:00am EST
FTS FTS
© 2010 IBM Corporation
Information Management
Always There….
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-10 days
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-10 days
General question General question
Minimal business impact – problem causes little impact or a
reasonable workaround is in place
Minimal business impact – problem causes little impact or a
reasonable workaround is in place 4
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-10 days
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-10 days
Problem affecting near-term
deadlines
Application that returns errors at
compile or runtime
Problem affecting near-term
deadlines
Application that returns errors at
compile or runtime
Some Business Impact – program is usable but less significant
features impacted
Some Business Impact – program is usable but less significant
features impacted 3
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-5 days
Initial: 2 Working Hrs
Ongoing: As agreed with client Guideline: 1-5 days
Root cause analysis
One or more clients unable to connect
Critical application errors
Root cause analysis
One or more clients unable to connect
Critical application errors
Significant Business Impact – program is usable but severely limited
Significant Business Impact – program is usable but severely limited 2
Initial: 2 Hours
Ongoing: Continuous, 24x7 required
*Client/Hardware available
24x7
Initial: 2 Hours
Ongoing: Continuous, 24x7 required
*Client/Hardware available
24x7
System Down; Emergency
Production data unavailable
Clients unable to connect
Issue having a crippling impact
Temp Relief/Workaround, downgrade
to priority 2
System Down; Emergency
Production data unavailable
Clients unable to connect
Issue having a crippling impact
Temp Relief/Workaround, downgrade
to priority 2
Critical Business Impact – condition requires an immediate
solution
Critical Business Impact – condition requires an immediate
solution 1
Response Goal Severity Guideline Business Impact
� Severity set by client
� Business hours are from 8:00 AM to 5:00 PM, client’s local time.
� Severity 1 Issues will be worked 7 days a week / 24 hours a day jointly with clients.
Problem Severity and Target Response
© 2010 IBM Corporation
Information Management
Always There….
Tips to reduce Time To Resolution
� Client Self-Assist – Web self-help & portals
– Serviceability tool knowledge – Client education & training
� When you create a Service request:
– Choose the support channel that works for you! – Set appropriate severity levels – Clear business impact/deadlines
– Ensure short description keys on product component(s) impacted (direct-to-SME)
� Reduce Iteration Time
– Use MustGather documents
– Dial-in accessibility?
� Deliverable Mismatch
– Raise the severity level
– Asking to speak to an IBM Duty Manager
– Discuss unique challenge with Sales Rep – Call Ed or John
Quick Links: � Informix Support � Info Center – 11.50 � Upgrade Portal � Accelerated Value Program � Support Portal � IBM Support Assistant � My Notification � IBM Software Support Lifecycle � Knowledge Now Module � Must Gather Documents � Fix central
� TSANET
© 2010 IBM Corporation
Information Management
Always There….
Upgrading Informix
TBD Sept 2009 11.10
Sept 2010 Sept 2010 Sept 2009 Sept 2009 10.00
Apr 2009 Apr 2009 Apr 2008 Apr 2008 9.40 9.40
Sept 2009 Sept 2009 Sept 2008 Sept 2008 7.31 7.31
EOS EOS EOM EOM IDS Version IDS Version
�Collateral & Marketing – Upgrade Promos
– SWAT alias - “getIDS11@us.ibm.com”
– Customer and business partner call campaigns
�Education, Training, & Enablement – Upgrade Portal; Demos; White Papers
– Value Proposition Tool; Premium Offerings
– Chat with Labs
�Events: Education; IM Road shows / Boot-camps
Visit us @ ibm.com/informix/upgrade/
© 2010 IBM Corporation
Information Management
Always There….
Post End-of-Service Offerings
Upgrade Bridge : Informix 7.31 clients who require time beyond the EOS date for non-defect business continuity
•Committed upgrade plans with active Support & Subcription on GA release •Nominal uplift fee; Add-ons available for additional assistance •Access to existing fixes only •Contact askIFMX@us.ibm.com
Continuing Support Pilot : Informix 9.4 & 10 clients requiring non-defect support to maintain business continuity
Pilot Milestones: Start Date: Oct 1st 2010 -> End Date: Sep 30th 2011 • No additional charges, included with active Subscription and Support • Access to existing fixes only • Just renew/reinstate your Subscription and Support!!!
© 2010 IBM Corporation
Information Management
Always There….
Extends time allowed for client upgrades How-To and workaround assistance
Provides pre-existing fixes Short Term offering / Pilot
Replacement for Service Extension Defect fixes Support for custom special builds or code fixes New Passport Advantage offering
Enhancement to existing Subscription & Support Replacement for Subscription & Support What It Is What It Is Not
Upgrade Collateral : http://www.ibm.com/informix/upgrade/
Continuing Support : http://bit.ly/ContinuingSupportTech
Post End-of-Service Offerings
© 2010 IBM Corporation
Information Management
Always There….
No Yes (included with Subscription
and Support) No Can partners re-sell ? Yes Yes No Available to Indirect client? Yes Yes Yes Require Active Subscription and Support No No Yes [With Add-on] Hands-on Upgrade Assistance Yes Only pre-existing Only pre-existing Deliver Fixes Yes No No Escalate to Development Yes Yes Yes Root Cause Analysis Yes Yes Yes Initial Relief / Workaround Yes Yes Yes 2 Hour Response time Yes Yes Yes Severity 1 Critical Response No Restrictions Informix 9.4 & 10 Only Informix 7.31 Only Applicable Informix versions Service Extension Continuing Support
(Pilot) Upgrade Bridge Deliverables
End of Service Options – By Comparison
© 2010 IBM Corporation
Information Management
Always There….
Accelerated Value Program
�Proactive Support – Planning, Upgrades, and Migration – Potential Problem Identification and Prevention – Early Notification of Potential Critical Situations – Best Practice Sharing
�Knowledge and Skill Sharing – On-Site Technical Activities
– Staff Coaching, Workshops, and Guidance – Invitations to Remote Briefings and Summits
�Problem Management – Assistance Coordinating Technical Issue Solutions – Reporting on Support Issues and Trends – Escalation Management
IBM Software Accelerated Value Program Mission: To unlock the value of your IBM software investment by delivering enhanced technical advisory offerings to maximize your ROI.
© 2010 IBM Corporation
Information Management
Always There….
Software Accelerated Value
� Customized Pricing
� Available to All Clients
� Program Highlights:
– Proactive Problem Prevention: Integrate production solutions, and reduce operational costs.
– Improve Client’s Bottom Line: Accelerate ROI, time-to-value.
– Accelerated Value team drives problem management.
– Accelerated Value team drives technical knowledge building.
Software Services
� Pay by Project
➢ Available to All Clients
➢ Program Highlights:
– End-to-end project-based management and consulting.
– Provides deliverable-based projects lasting more than 5 days.
– Software Services team
might plan, design, and build portions of your infrastructure.
Accelerated Value v/s Other Software Services
Subscription and Support
� Cost-Effective Option
� Mandatory for 1st year
licenses
� Program Highlights:
– Reactive Support: Usage and code related voice and electronic support.
– Client-driven problem management.
– Self-help resources for technical knowledge building.
© 2010 IBM Corporation
Information Management
Always There….
© Copyright IBM Corporation [current year]. All rights reserved. U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with IBM Corp.
THE INFORMATION CONTAINED IN THIS PRESENTATION IS PROVIDED FOR INFORMATIONAL PURPOSES ONLY. WHILE EFFORTS WERE MADE TO VERIFY THE COMPLETENESS AND ACCURACY OF THE INFORMATION CONTAINED IN THIS PRESENTATION, IT IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. IN ADDITION, THIS INFORMATION IS BASED ON IBM’S CURRENT PRODUCT PLANS AND STRATEGY, WHICH ARE SUBJECT TO CHANGE BY IBM WITHOUT NOTICE. IBM SHALL NOT BE RESPONSIBLE FOR ANY DAMAGES ARISING OUT OF THE USE OF, OR OTHERWISE RELATED TO, THIS PRESENTATION OR ANY OTHER DOCUMENTATION. NOTHING CONTAINED IN THIS PRESENTATION IS INTENDED TO, NOR SHALL HAVE THE EFFECT OF, CREATING ANY WARRANTIES OR REPRESENTATIONS FROM IBM (OR ITS SUPPLIERS OR LICENSORS), OR ALTERING THE TERMS AND CONDITIONS OF ANY AGREEMENT OR LICENSE GOVERNING THE USE OF IBM PRODUCTS AND/OR SOFTWARE.
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Disclaimer
© 2010 IBM Corporation
Information Management
Always There….
© 2010 IBM Corporation
Information Management
Always There….
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