Guys, I received this automated email from Tivoli last week.
To see alerts from the past weeks, go to https://www.tivoli.com/secure/Tivoli_Electronic_Support/supnews.nsf/webalert news ************************************ TIVOLI ALERT: ************************************ Recent Changes to TSM Support Procedures Due to high call volumes, we've had a change to our support flow. Starting May 21, 2001, we changed from live call support to call back. We will continue to work toward the response criteria documented within the Tivoli Customer Support Handbook. Why the change in the support process? Customers have been experiencing long hold times and to avoid the delay customers have asked for a call back. This will prevent you from having to stay on hold. When can I expect a call back? We will continue to follow the response guidelines documented in the Tivoli Customer Support Handbook. Where can I find a copy of the Tivoli Customer Support Handbook? The Handbook is located on the Tivoli web site at: http://www.tivoli.com/support/handbook/ Can I request a call back at a specific time? We can document the information within your problem record, but we can't guarantee we will be able to meet your request. This is a SEV 1 problem and I need to talk to someone ASAP! Your SEV 1 problem will continue to receive the priority as described within the Tivoli Customer Support Handbook. Why are you changing your support model? The process change standardizes the way the rest of the Tivoli products are supported. Is there an electronic way to create a Problem Record? Yes, problem records can be created on the web at http://www.tivoli.com/support/reporting/. If you are a first time user, you will need to obtain a user ID and password by filling out a registration form located at the web address. Why did the off shift procedure change for Storage products. Storage off shift support is standardizing with the rest of the Tivoli products. Critical support issues are when a business-critical Tivoli Software component in a production environment is inoperable. These situations are given accelerated response and resolution. Customers with non-business critical support issues will be handled during business hours as defined in the Tivoli Customer Support Handbook. Regards Stuart Infrastructure Services Operations Bridge Innogy Swindon * 01793 896060 Fax 01793 896065 * mailto:[EMAIL PROTECTED] Pleas note the change of company name from National Power to Innogy > -----Original Message----- > From: Sias Dealy [SMTP:[EMAIL PROTECTED]] > Sent: Saturday, June 01, 2002 3:57 PM > To: [EMAIL PROTECTED] > Subject: Re: TSM Tech support not responding as quickly! > > Zlatko, > > I forgot that this list-serv is global. > For some reason in the US, the support center is not > taking live calls any more. The tech are now calling > the customer back. I got so use to talking to a tech > right away. > > When the support for TSM 3.7 expire last October, but > my support contract does not expire until 2002. I did > not even get "best effort" support. > With ADSM 3.1 I got "best effort" support after the > support for ADSM 3.1 expired. > > If this is one of IBM/Tivoli games to get people to > upgrade to TSM 5.1. What a way to get people to > upgrade. > > When I looked at > http://www.allianceibm.org/news/layoff2002news.htm > there are a lot of people being laid off at IBM. > > I'll chat with my account rep to see if he knows any > thing. Then again he may not tell me anything. > > Thanks, > Sias > > > > --- Zlatko Krastev <[EMAIL PROTECTED]> wrote: > > Sias, > > > > I do not how it is for you but in our region IBM > > support is very > > responsive. In last two months I had three PMRs > > submitted and the answers > > were prompt (two had same day response and third was > > submitted during the > > night so got answer next morning). One PMR was > > actually a bug and on the > > third (working) day we had an APAR open. > > Where are you and where is the support you have > > problems with? > > > > Zlatko Krastev > > IT Consultant > > > > > __________________________________________________ > Do You Yahoo!? > Yahoo! - Official partner of 2002 FIFA World Cup > http://fifaworldcup.yahoo.com **************************************************************************** The information contained in this email is intended only for the use of the intended recipient at the email address to which it has been addressed. If the reader of this message is not an intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination or copying of the message or associated attachments is strictly prohibited. If you have received this email in error, please contact the sender by return email or call 01793 877777 and ask for the sender and then delete it immediately from your system. Please note that neither Innogy nor the sender accepts any responsibility for viruses and it is your responsibility to scan attachments (if any). *****************************************************************************
