Frequently asked questions

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.