France rediscover informix support

© 2010 IBM Corporation

Rediscover Informix Support Ed Raven Manager, Informix Client Support Nov 11th, 2010


Information Management

Always There….

Key Takeaways

� Client Support Value Proposition

� Base Support Deliverables

� Delight the Install base

� Thoughts for the Future



Always There….

Our Vision:

� Delight our clients by delivering support superior to that of any other IT company

� Constant focus on client satisfaction (customer loyalty)

� Embody “client-centric” support, matching support solutions to customer requirements

� Provide true global coverage, meeting the needs of both multinationals and local clients, high availability business operates 24x7, year-round

� Improve cost efficiency and effectiveness for Enterprise, SMB, & Business Partners

� We aim to provide the best possible solution in the shortest amount of time.

Value Proposition



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1

Elevate client experience and customer loyalty �Craft a seamless experience amongst IBM products �Integrate customer feedback into actions by improving business practices �Foster direct-to-SME and drive down TTR

Better business outcomes. �Promoting seamless upgrades (Upgrade Bridge, swat team) �Improve Partner-centric programs and support �AVP (formally Premium) custom offerings (block hours, assigned analysts, SME teams)

Transform DM Support channels from support center into knowledge center �Improve and market the many best-of-breed support channels IBM offers �Rejuvenate operational Best Practices and Efficiency �Invest in emerging markets via a Preserve, Extend, Leverage methodology

Invest in staff development. �Educational roadmaps and career development �Problem resolution excellence surrounding workflow and softskill best practices �Informix business community

2

3

4

5

www.ibm.com/informix/support

Client Satisfaction

Business Development

People

Operational Excellence

Unleash our world class skills at improving DM products and tooling �Drive Reliability Accessibility and Serviceability (RAS) features �Implement lightweight healthchecks and real-time diagnostics �Tooling to identify customer trends and drive product autonomics

Support Engineering

Delight the Install Base… 2010 Support Delivery & Experience Themes



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Informix Support - Your Way!

�Choose Your Delivery Channel

�Targets � Open Knowledge-Base to Clients

� Electronic Communication Channels

� Customer Intimacy

Multiple Support Channels

� Emerging Market Support

� Local Language Capability

� Emergency, Down System Focus

Remote Phone Support +33 238 557 752 High Availability Line (FTS)

Electronic Support Web Portal Service Request (SR)

ESR

Web Support

Telephony (0870-010-1952) FTS Line

AVP Support Services Customized support services

designed specifically for a client



Always There….

Assisted Automated

Platform Self Healing

AVP Support

IBM Electronic Support helps to independently address common support situations with a focus on direct to Subject Matter Expert (SME)…

� Client Support Sites : http://www.ibm.com/software/data/support/

� DeveloperWorks -- PartnerWorld -- Information Center -- Forums – Libraries -- Education – Support Portal

� Electronic Service Request (SR): http://www.ibm.com/software/support/probsub.html

IBM Electronic Support helps to independently address common support situations with a focus on direct to Subject Matter Expert (SME)…

� Client Support Sites : http://www.ibm.com/software/data/support/

� DeveloperWorks -- PartnerWorld -- Information Center -- Forums – Libraries -- Education – Support Portal

� Electronic Service Request (SR): http://www.ibm.com/software/support/probsub.html

Remote Phone Support

IBM Electronic Support

The IBM Client Support Experience



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Simplified Portal Experience

Different web sites & multiple tools

Centralized & simplified experience



Always There….

Assisted Automated

Platform Self Healing

IBM Electronic Support

Remote Phone Support

On-Site Support

� Objective is a personalized support experience

� IBM Software Support Handbook: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html

� Worldwide contact for your local IBM office: http://www.ibm.com/planetwide

� No limits on the number of IT professionals who can call

� Support in native languages and time zones

� Level 1 in callback model outside US/CAN to leverage local language

� Emerging markets: placing problem resolution closer to the client

� Objective is a personalized support experience

� IBM Software Support Handbook: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/home.html

� Worldwide contact for your local IBM office: http://www.ibm.com/planetwide

� No limits on the number of IT professionals who can call

� Support in native languages and time zones

� Level 1 in callback model outside US/CAN to leverage local language

� Emerging markets: placing problem resolution closer to the client

The IBM Client Support Experience



Always There….

Data Management Global Technical Support Labs *Follow-The-Sun Coverage Timelines

California

Ontario

Colorado

Kansas

Miami

UK, France, Germany

Japan

Australia

China

India

Plus many home-based personnel and AVP analysts located at customer sites worldwide.

Quebec

Singapore

Brazil

Russia

Korea

Americas Hub

13:00 – 00:59 GMT

8:00am-8:00pm EST

EMEA Hub

7:00 - 12:59 GMT

2:00am-8:00am EST

AP Hub

1:00 – 6:59 GMT

8:00pm-2:00am EST

FTS FTS



Always There….

Initial: 2 Working Hrs

Ongoing: As agreed with client Guideline: 1-10 days



General question General question

Minimal business impact – problem causes little impact or a

reasonable workaround is in place

Minimal business impact – problem causes little impact or a

reasonable workaround is in place 4





Problem affecting near-term

deadlines

Application that returns errors at

compile or runtime

Problem affecting near-term

deadlines

Application that returns errors at

compile or runtime

Some Business Impact – program is usable but less significant

features impacted

Some Business Impact – program is usable but less significant

features impacted 3





Root cause analysis

One or more clients unable to connect

Critical application errors

Root cause analysis

One or more clients unable to connect

Critical application errors

Significant Business Impact – program is usable but severely limited

Significant Business Impact – program is usable but severely limited 2

Initial: 2 Hours

Ongoing: Continuous, 24x7 required

*Client/Hardware available

24x7

Initial: 2 Hours

Ongoing: Continuous, 24x7 required

*Client/Hardware available

24x7

System Down; Emergency

Production data unavailable

Clients unable to connect

Issue having a crippling impact

Temp Relief/Workaround, downgrade

to priority 2

System Down; Emergency

Production data unavailable

Clients unable to connect

Issue having a crippling impact

Temp Relief/Workaround, downgrade

to priority 2

Critical Business Impact – condition requires an immediate

solution

Critical Business Impact – condition requires an immediate

solution 1

Response Goal Severity Guideline Business Impact

� Severity set by client

� Business hours are from 8:00 AM to 5:00 PM, client’s local time.

� Severity 1 Issues will be worked 7 days a week / 24 hours a day jointly with clients.

Problem Severity and Target Response



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Tips to reduce Time To Resolution

� Client Self-Assist – Web self-help & portals

– Serviceability tool knowledge – Client education & training

� When you create a Service request:

– Choose the support channel that works for you! – Set appropriate severity levels – Clear business impact/deadlines

– Ensure short description keys on product component(s) impacted (direct-to-SME)

� Reduce Iteration Time

– Use MustGather documents

– Dial-in accessibility?

� Deliverable Mismatch

– Raise the severity level

– Asking to speak to an IBM Duty Manager

– Discuss unique challenge with Sales Rep – Call Ed or John

Quick Links: � Informix Support � Info Center – 11.50 � Upgrade Portal � Accelerated Value Program � Support Portal � IBM Support Assistant � My Notification � IBM Software Support Lifecycle � Knowledge Now Module � Must Gather Documents � Fix central

� TSANET



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Upgrading Informix

TBD Sept 2009 11.10

Sept 2010 Sept 2010 Sept 2009 Sept 2009 10.00

Apr 2009 Apr 2009 Apr 2008 Apr 2008 9.40 9.40

Sept 2009 Sept 2009 Sept 2008 Sept 2008 7.31 7.31

EOS EOS EOM EOM IDS Version IDS Version

�Collateral & Marketing – Upgrade Promos

– SWAT alias - “[email protected]”

– Customer and business partner call campaigns

�Education, Training, & Enablement – Upgrade Portal; Demos; White Papers

– Value Proposition Tool; Premium Offerings

– Chat with Labs

�Events: Education; IM Road shows / Boot-camps

Visit us @ ibm.com/informix/upgrade/



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Post End-of-Service Offerings

Upgrade Bridge : Informix 7.31 clients who require time beyond the EOS date for non-defect business continuity

•Committed upgrade plans with active Support & Subcription on GA release •Nominal uplift fee; Add-ons available for additional assistance •Access to existing fixes only •Contact [email protected]

Continuing Support Pilot : Informix 9.4 & 10 clients requiring non-defect support to maintain business continuity

Pilot Milestones: Start Date: Oct 1st 2010 -> End Date: Sep 30th 2011 • No additional charges, included with active Subscription and Support • Access to existing fixes only • Just renew/reinstate your Subscription and Support!!!



Always There….

Extends time allowed for client upgrades How-To and workaround assistance

Provides pre-existing fixes Short Term offering / Pilot

Replacement for Service Extension Defect fixes Support for custom special builds or code fixes New Passport Advantage offering

Enhancement to existing Subscription & Support Replacement for Subscription & Support What It Is What It Is Not

Upgrade Collateral : http://www.ibm.com/informix/upgrade/

Continuing Support : http://bit.ly/ContinuingSupportTech

Post End-of-Service Offerings



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No Yes (included with Subscription

and Support) No Can partners re-sell ? Yes Yes No Available to Indirect client? Yes Yes Yes Require Active Subscription and Support No No Yes [With Add-on] Hands-on Upgrade Assistance Yes Only pre-existing Only pre-existing Deliver Fixes Yes No No Escalate to Development Yes Yes Yes Root Cause Analysis Yes Yes Yes Initial Relief / Workaround Yes Yes Yes 2 Hour Response time Yes Yes Yes Severity 1 Critical Response No Restrictions Informix 9.4 & 10 Only Informix 7.31 Only Applicable Informix versions Service Extension Continuing Support

(Pilot) Upgrade Bridge Deliverables

End of Service Options – By Comparison



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Accelerated Value Program

�Proactive Support – Planning, Upgrades, and Migration – Potential Problem Identification and Prevention – Early Notification of Potential Critical Situations – Best Practice Sharing

�Knowledge and Skill Sharing – On-Site Technical Activities

– Staff Coaching, Workshops, and Guidance – Invitations to Remote Briefings and Summits

�Problem Management – Assistance Coordinating Technical Issue Solutions – Reporting on Support Issues and Trends – Escalation Management

IBM Software Accelerated Value Program Mission: To unlock the value of your IBM software investment by delivering enhanced technical advisory offerings to maximize your ROI.



Always There….

Software Accelerated Value

� Customized Pricing

� Available to All Clients

� Program Highlights:

– Proactive Problem Prevention: Integrate production solutions, and reduce operational costs.

– Improve Client’s Bottom Line: Accelerate ROI, time-to-value.

– Accelerated Value team drives problem management.

– Accelerated Value team drives technical knowledge building.

Software Services

� Pay by Project

➢ Available to All Clients

➢ Program Highlights:

– End-to-end project-based management and consulting.

– Provides deliverable-based projects lasting more than 5 days.

– Software Services team

might plan, design, and build portions of your infrastructure.

Accelerated Value v/s Other Software Services

Subscription and Support

� Cost-Effective Option

� Mandatory for 1st year

licenses

� Program Highlights:

– Reactive Support: Usage and code related voice and electronic support.

– Client-driven problem management.

– Self-help resources for technical knowledge building.



Always There….

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France rediscover informix support

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