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.