Re: Tivoli Support Site

1999-08-05 11:46:09
Subject: Re: Tivoli Support Site
From: James Shanks <James_Shanks AT TIVOLI DOT COM>
To: nv-l AT lists.tivoli DOT com
Date: Thu, 5 Aug 1999 11:46:09 -0400
Well, Ken, my sources say differently.  My understanding was that your reseller
should get you an account number that will work directly, unless you have some
unusual contract with him.  There has never been any intention by Tivoli to keep
individual license holders off the support pages.  Rather the opposite is true.

Can you open a problem with Tivoli Support directly or does your reseller do
that for you too?  If you can open a Support call then that account number
should be good for the online support  (www.tivoli.com's link for support takes
you to www.support.tivoli.com) as well.

So what do you want to do?  Care to tell us (or just me) who your reseller is?
Can you determine the name of the person who authored this answer?

I will be happy to forward that information up the ladder to my management and
see if they can get a better answer.

James Shanks
Tivoli (NetView for UNIX) L3 Support

Freeman Ken <Ken.Freeman AT WOOLWICH.CO DOT UK> on 08/05/99 11:21:57 AM

Please respond to Discussion of IBM NetView and POLYCENTER Manager on NetView

cc:    (bcc: James Shanks/Tivoli Systems)
Subject:  Tivoli Support Site

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MANAGERS which are regulated by the Personal Investment Authority for
Life Assurance and Unit Trust business
I have been trying to access the Tivoli Support site (www.tivoli.com) and
more specifically the FAQ pages. Due to the problems experienced with not
being able to register using the given Account Number I contacted Tivoli,
via my reseller, and this is the answer that I received:

        "The support site that you're trying to access is purely for our
Partners to log support calls (reseller & distribution).
        If a Netview end user requires support, they have to contact the
dedicated support number given as on the maintenance contract.
        This way we can prioritise your query."

Is this correct and am I trying to access the wrong site?

Ken Freeman
Woolwich plc

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