UGIF 12 2010 - France - rediscover informix support
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UGIF 12 2010 - France - rediscover informix support Presentation Transcript

  • 1. Rediscover Informix SupportEd RavenManager, Informix Client SupportNov 11th, 2010 © 2010 IBM Corporation
  • 2. Information ManagementKey Takeaways Client Support Value Proposition Base Support Deliverables Delight the Install base Thoughts for the Future Always There…. © 2010 IBM Corporation
  • 3. Information ManagementValue Proposition 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. Always There…. © 2010 IBM Corporation
  • 4. Information ManagementDelight the Install Base…2010 Support Delivery & Experience Themes Invest in staff development. Educational roadmaps and career development 1 People Problem resolution excellence surrounding workflow and softskill best practices Informix business community Elevate client experience and customer loyalty Client 2 Satisfaction Craft a seamless experience amongst IBM products Integrate customer feedback into actions by improving business practices Foster direct-to-SME and drive down TTR Transform DM Support channels from support center into knowledge center Operational Improve and market the many best-of-breed support channels IBM offers 3 Excellence Rejuvenate operational Best Practices and Efficiency Invest in emerging markets via a Preserve, Extend, Leverage methodology Unleash our world class skills at improving DM products and tooling Support Drive Reliability Accessibility and Serviceability (RAS) features 4 Engineering Implement lightweight healthchecks and real-time diagnostics Tooling to identify customer trends and drive product autonomics Better business outcomes. Business Promoting seamless upgrades (Upgrade Bridge, swat team) 5 Development Improve Partner-centric programs and support AVP (formally Premium) custom offerings (block hours, assigned analysts, SME teams) www.ibm.com/informix/support Always There…. © 2010 IBM Corporation
  • 5. Information ManagementInformix Support - Your Way! Choose Your Delivery Channel Electronic Support Remote Phone Support Web Portal +33 238 557 752 AVP Support Services Service Request (SR) High Availability Line (FTS) Customized support services designed specifically for a client Targets Open Knowledge-Base to Clients Emerging Market Support Electronic Communication Channels Local Language Capability Customer Intimacy Emergency, Down System Focus Multiple Support Channels ESR Telephony (0870-010-1952) FTS Line Web Support Always There…. © 2010 IBM Corporation
  • 6. Information ManagementThe IBM Client Support Experience Automated Assisted IBM Remote AVP Platform Electronic Phone Support Self Healing Support 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 Always There…. © 2010 IBM Corporation
  • 7. Information ManagementSimplified Portal Experience Different web sites & Centralized & multiple tools simplified experience Always There…. © 2010 IBM Corporation
  • 8. Information ManagementThe IBM Client Support Experience Automated Assisted IBM Remote On-Site Platform Electronic Phone Support Self Healing Support 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 Always There…. © 2010 IBM Corporation
  • 9. Information ManagementData Management Global Technical Support Labs*Follow-The-Sun Coverage Timelines Americas Hub EMEA Hub AP Hub FTS FTS 13:00 – 00:59 GMT 7:00 - 12:59 GMT 1:00 – 6:59 GMT 8:00am-8:00pm EST 2:00am-8:00am EST 8:00pm-2:00am EST UK, France, Russia Germany Ontario Quebec Colorado China California Kansas Japan Miami India Korea Singapore Brazil Australia Plus many home-based personnel and AVP analysts located at customer sites worldwide. Always There…. © 2010 IBM Corporation
  • 10. Information ManagementProblem Severity and Target Response Business Impact Severity Guideline Response Goal System Down; Emergency Initial: 2 Hours Production data unavailable Ongoing: Continuous, 24x7 Critical Business Impact – required 1 condition requires an immediate solution Clients unable to connect Issue having a crippling impact Temp Relief/Workaround, downgrade *Client/Hardware available to priority 2 24x7 Root cause analysis Initial: 2 Working Hrs 2 Significant Business Impact – program is usable but severely limited One or more clients unable to connect Critical application errors Ongoing: As agreed with client Guideline: 1-5 days Problem affecting near-term Some Business Impact – Initial: 2 Working Hrs deadlines 3 program is usable but less significant features impacted Application that returns errors at compile or runtime Ongoing: As agreed with client Guideline: 1-10 days Minimal business impact – Initial: 2 Working Hrs 4 problem causes little impact or a reasonable workaround is in place General question Ongoing: As agreed with client Guideline: 1-10 days 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. Always There…. © 2010 IBM Corporation
  • 11. Information ManagementTips to reduce Time To Resolution Quick Links: Client Self-Assist Informix Support – Web self-help & portals Info Center – 11.50 – Serviceability tool knowledge Upgrade Portal – Client education & training Accelerated Value Program Support Portal When you create a Service request: IBM Support Assistant – Choose the support channel that works for you! My Notification – Set appropriate severity levels IBM Software Support Lifecycle – Clear business impact/deadlines Knowledge Now Module – Ensure short description keys on product Must Gather Documents Fix central component(s) impacted (direct-to-SME) TSANET 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 Always There…. © 2010 IBM Corporation
  • 12. Information ManagementUpgrading Informix 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 IDS Version EOM EOS 7.31 Sept 2008 Sept 2009 9.40 Apr 2008 Apr 2009 10.00 Sept 2009 Sept 2010 11.10 Sept 2009 TBD Visit us @ ibm.com/informix/upgrade/ Always There…. © 2010 IBM Corporation
  • 13. Information Management 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!!! Always There…. © 2010 IBM Corporation
  • 14. Information Management Post End-of-Service Offerings What It Is What It Is Not Enhancement to existing Subscription & Support Replacement for Subscription & Support Extends time allowed for client upgrades Replacement for Service Extension How-To and workaround assistance Defect fixes Provides pre-existing fixes Support for custom special builds or code fixes Short Term offering / Pilot New Passport Advantage offering Upgrade Collateral : http://www.ibm.com/informix/upgrade/ Continuing Support : http://bit.ly/ContinuingSupportTech Always There…. © 2010 IBM Corporation
  • 15. Information ManagementEnd of Service Options – By Comparison Deliverables Upgrade Bridge Continuing Support Service Extension (Pilot)Applicable Informix versions Informix 7.31 Only Informix 9.4 & 10 Only No RestrictionsSeverity 1 Critical Response Yes Yes Yes2 Hour Response time Yes Yes YesInitial Relief / Workaround Yes Yes YesRoot Cause Analysis Yes Yes YesEscalate to Development No No YesDeliver Fixes Only pre-existing Only pre-existing YesHands-on Upgrade Assistance Yes [With Add-on] No NoRequire Active Yes Yes YesSubscription and SupportAvailable to Indirect client? No Yes Yes YesCan partners re-sell ? No (included with Subscription No and Support) Always There…. © 2010 IBM Corporation
  • 16. Information Management Accelerated Value Program 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. 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 Always There…. © 2010 IBM Corporation
  • 17. Information ManagementAccelerated Value v/s Other Software Services Subscription and Support Software Accelerated Value Software Services Cost-Effective Option Customized Pricing Pay by Project Mandatory for 1st year Available to All Clients ➢ Available to All Clients licenses Program Highlights: ➢ Program Highlights: Program Highlights: – Proactive Problem Prevention: – End-to-end project-based – Reactive Support: Usage Integrate production solutions, management and and code related voice and reduce operational costs. consulting. and electronic support. – Improve Client’s Bottom Line: – Provides deliverable-based – Client-driven problem Accelerate ROI, time-to-value. projects lasting more than management. 5 days. – Accelerated Value team drives – Self-help resources for problem management. – Software Services team technical knowledge might plan, design, and – Accelerated Value team drives building. build portions of your technical knowledge building. infrastructure. Always There…. © 2010 IBM Corporation
  • 18. Information ManagementDisclaimer © 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. IBM, the IBM logo, ibm.com, IBM Information Management are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml Other company, product, or service names may be trademarks or service marks of others. Always There…. © 2010 IBM Corporation
  • 19. Information Management Always There…. © 2010 IBM Corporation
  • 20. Information Management Always There…. © 2010 IBM Corporation