Re: TSM Tech support not responding as quickly!

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:Stuart.Pitt AT Innogy DOT com

Pleas note the change of company name from National Power to Innogy


> -----Original Message-----
> From: Sias Dealy [SMTP:hnre AT YAHOO DOT COM]
> Sent: Saturday, June 01, 2002 3:57 PM
> To:   ADSM-L AT VM.MARIST DOT EDU
> 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 <acit AT ATTGLOBAL DOT NET> 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


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