How to ask for product help: PMRs, RFEs, and more

Some good information you may want to integrate into your pinned post here:

There is a Software Support Guide for customers to help them understand the IBM support process, it is linked to here:

http://www-304.ibm.com/support/customercare/sas/f/handbook/home.html

The part of the guide I find the most useful (albeit all sections are useful) in regards to PMRs and expectations on both IBM’s side and the customer’s side is this section here:

http://www-304.ibm.com/support/customercare/sas/f/handbook/getsupport.html

And lastly, this article is a great guide for building a complete problem description of the issue the customer is having and what information to provide ahead of opening the PMR:

http://www-01.ibm.com/support/docview.wss?uid=swg21505708

I am currently working on building out all of our Data Collection (Must Gather) guides for each of the various BigFix components and applications (this will take some time); however the one’s currently linked to from this article are a helpful start.

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