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Frequently asked questions


Commonly asked Questions and Answers

 

Q: What IBM technologies are currently supported?
A:  Depending on package but IBM Lotus Notes/Domino and companion products including Sametime and Quickr (Domino & J2EE), WebSphere Application Server & Portal, CommonStore, Content Collector and Tivoli Storage Manager (TSM).

 

Q: Is the Assurance package limited to a subset of the supported technologies?
A: Yes, Premium support services are only available for Collaboration and Enterprise Content Management, not TSM.

 

Q. What is Adaptive Delivery?

A: Within the Assuance Support framework, if customers have both Infrastructure and Application Support agreements and outstanding technical support time can be utilised.

Q: Where is the Service Desk located?

A: All service management and technical support requests arrive at our head office in Bracknell, Berkshire.

 

Q: What are the standard service parameters for technical support?

A: 8am-6pm Mon-Fri, exluding weekends and UK bank holidays.


Q: Is 24*7 technical support available?
A: Yes, by prior arrangement.

 

Q: Is PMR management included in Portal Partnership support?

A: Yes, our technical support services team will cat as the primary contact point for all PMRs logged with IBM and will manage them through to problem resolution.

 

Q: What happens if more technical support is used than is available in the purchased package?
A: Premium support does not have a limit (except Advocacy Alliance).  For Assurance support, additional effort over and above the monthly inclusive will be billed on a time and material basis at a pre-arranged rate.

 

Q: Can the effort expended be capped to avoid overspend?
A: Yes, can be done either upfront or during the support engagement.

Related Links

Existing Customers - Support Portal login

Downloads

Premium Support Advocacy (pdf ~2.8Mb)

How can we help you?

If you'd like more information about Portal Partnership and how we can help you to get maximum value from your IT investments:

 

Telephone us on 01344 386000

 

Email us at marketing@portalpartnership.com

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