Cette présentation a été donnée lors de la réunion du User Group Informix France le 30/11/2010 à l\'IBM Forum Paris.

1. Rediscover Informix Support
Ed Raven
Manager, Informix Client Support
Nov 11th, 2010
© 2010 IBM Corporation

2. Information Management
Key Takeaways
Client Support Value Proposition
Base Support Deliverables
Delight the Install base
Thoughts for the Future
Always There….
© 2010 IBM Corporation

3. Information Management
Value Proposition
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.
Always There….
© 2010 IBM Corporation

4. Information Management
Delight the Install Base…
2010 Support Delivery & Experience Themes
Invest in staff development.
Educational roadmaps and career development
1
People Problem resolution excellence surrounding workflow and softskill best practices
Informix business community
Elevate client experience and customer loyalty
Client
2
Satisfaction
Craft a seamless experience amongst IBM products
Integrate customer feedback into actions by improving business practices
Foster direct-to-SME and drive down TTR
Transform DM Support channels from support center into knowledge center
Operational Improve and market the many best-of-breed support channels IBM offers
3
Excellence Rejuvenate operational Best Practices and Efficiency
Invest in emerging markets via a Preserve, Extend, Leverage methodology
Unleash our world class skills at improving DM products and tooling
Support Drive Reliability Accessibility and Serviceability (RAS) features
4
Engineering Implement lightweight healthchecks and real-time diagnostics
Tooling to identify customer trends and drive product autonomics
Better business outcomes.
Business Promoting seamless upgrades (Upgrade Bridge, swat team)
5
Development Improve Partner-centric programs and support
AVP (formally Premium) custom offerings (block hours, assigned analysts, SME teams)
www.ibm.com/informix/support
Always There….
© 2010 IBM Corporation

5. Information Management
Informix Support - Your Way!
Choose Your Delivery Channel
Electronic Support Remote Phone Support
Web Portal +33 238 557 752
AVP Support Services
Service Request (SR) High Availability Line (FTS) Customized support services
designed specifically for a client
Targets
Open Knowledge-Base to Clients Emerging Market Support
Electronic Communication Channels Local Language Capability
Customer Intimacy Emergency, Down System Focus
Multiple Support Channels
ESR
Telephony
(0870-010-1952) FTS Line
Web Support
Always There….
© 2010 IBM Corporation

6. Information Management
The IBM Client Support Experience
Automated Assisted
IBM Remote AVP
Platform
Electronic Phone Support
Self Healing
Support 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
Always There….
© 2010 IBM Corporation

7. Information Management
Simplified Portal Experience
Different web sites & Centralized &
multiple tools simplified experience
Always There….
© 2010 IBM Corporation

8. Information Management
The IBM Client Support Experience
Automated Assisted
IBM Remote On-Site
Platform
Electronic Phone Support
Self Healing
Support 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
Always There….
© 2010 IBM Corporation

9. Information Management
Data Management Global Technical Support Labs
*Follow-The-Sun Coverage Timelines
Americas Hub EMEA Hub AP Hub
FTS FTS
13:00 – 00:59 GMT 7:00 - 12:59 GMT 1:00 – 6:59 GMT
8:00am-8:00pm EST 2:00am-8:00am EST 8:00pm-2:00am EST
UK, France, Russia
Germany
Ontario Quebec
Colorado China
California Kansas Japan
Miami India Korea
Singapore
Brazil
Australia
Plus many home-based personnel and AVP analysts located at customer sites worldwide.
Always There….
© 2010 IBM Corporation

10. Information Management
Problem Severity and Target Response
Business Impact Severity Guideline Response Goal
System Down; Emergency Initial: 2 Hours
Production data unavailable Ongoing: Continuous, 24x7
Critical Business Impact – required
1 condition requires an immediate
solution
Clients unable to connect
Issue having a crippling impact
Temp Relief/Workaround, downgrade *Client/Hardware available
to priority 2 24x7
Root cause analysis Initial: 2 Working Hrs
2 Significant Business Impact –
program is usable but severely limited
One or more clients unable to connect
Critical application errors
Ongoing: As agreed with
client Guideline: 1-5 days
Problem affecting near-term
Some Business Impact – Initial: 2 Working Hrs
deadlines
3 program is usable but less significant
features impacted Application that returns errors at
compile or runtime
Ongoing: As agreed with
client Guideline: 1-10 days
Minimal business impact – Initial: 2 Working Hrs
4 problem causes little impact or a
reasonable workaround is in place
General question Ongoing: As agreed with
client Guideline: 1-10 days
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.
Always There….
© 2010 IBM Corporation

11. Information Management
Tips to reduce Time To Resolution
Quick Links:
Client Self-Assist Informix Support
– Web self-help & portals Info Center – 11.50
– Serviceability tool knowledge Upgrade Portal
– Client education & training Accelerated Value Program
Support Portal
When you create a Service request: IBM Support Assistant
– Choose the support channel that works for you! My Notification
– Set appropriate severity levels IBM Software Support Lifecycle
– Clear business impact/deadlines Knowledge Now Module
– Ensure short description keys on product Must Gather Documents
Fix central
component(s) impacted (direct-to-SME)
TSANET
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
Always There….
© 2010 IBM Corporation

12. Information Management
Upgrading Informix
Collateral & Marketing
– Upgrade Promos
– SWAT alias - “getIDS11@us.ibm.com”
– 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
IDS Version EOM EOS
7.31 Sept 2008 Sept 2009
9.40 Apr 2008 Apr 2009
10.00 Sept 2009 Sept 2010
11.10 Sept 2009 TBD
Visit us @
ibm.com/informix/upgrade/
Always There….
© 2010 IBM Corporation

13. Information Management
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 askIFMX@us.ibm.com
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….
© 2010 IBM Corporation

14. Information Management
Post End-of-Service Offerings
What It Is What It Is Not
Enhancement to existing Subscription & Support Replacement for Subscription & Support
Extends time allowed for client upgrades Replacement for Service Extension
How-To and workaround assistance Defect fixes
Provides pre-existing fixes Support for custom special builds or code fixes
Short Term offering / Pilot New Passport Advantage offering
Upgrade Collateral : http://www.ibm.com/informix/upgrade/
Continuing Support : http://bit.ly/ContinuingSupportTech
Always There….
© 2010 IBM Corporation

15. Information Management
End of Service Options – By Comparison
Deliverables Upgrade Bridge Continuing Support Service Extension
(Pilot)
Applicable Informix versions Informix 7.31 Only Informix 9.4 & 10 Only No Restrictions
Severity 1 Critical Response Yes Yes Yes
2 Hour Response time Yes Yes Yes
Initial Relief / Workaround Yes Yes Yes
Root Cause Analysis Yes Yes Yes
Escalate to Development No No Yes
Deliver Fixes Only pre-existing Only pre-existing Yes
Hands-on Upgrade Assistance Yes [With Add-on] No No
Require Active
Yes Yes Yes
Subscription and Support
Available to Indirect client? No Yes Yes
Yes
Can partners re-sell ? No (included with Subscription No
and Support)
Always There….
© 2010 IBM Corporation

16. Information Management
Accelerated Value Program
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.
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
Always There….
© 2010 IBM Corporation

17. Information Management
Accelerated Value v/s Other Software Services
Subscription and Support Software Accelerated Value Software Services
Cost-Effective Option Customized Pricing Pay by Project
Mandatory for 1st year Available to All Clients ➢ Available to All Clients
licenses
Program Highlights: ➢ Program Highlights:
Program Highlights:
– Proactive Problem Prevention: – End-to-end project-based
– Reactive Support: Usage Integrate production solutions, management and
and code related voice and reduce operational costs. consulting.
and electronic support.
– Improve Client’s Bottom Line: – Provides deliverable-based
– Client-driven problem Accelerate ROI, time-to-value. projects lasting more than
management. 5 days.
– Accelerated Value team drives
– Self-help resources for problem management. – Software Services team
technical knowledge might plan, design, and
– Accelerated Value team drives
building. build portions of your
technical knowledge building.
infrastructure.
Always There….
© 2010 IBM Corporation

18. Information Management
Disclaimer
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Always There….
© 2010 IBM Corporation

19. Information Management
Always There….
© 2010 IBM Corporation

20. Information Management
Always There….
© 2010 IBM Corporation