The first step is to determine the severity of your issue:

Severity 1 – Critical business impact, or system down. This condition requires an immediate solution.

Severity 2 – Significant business impact, this indicates the program or machine is usable but is severely limited.

Severity 3 – Some business impact, this indicates the program or machine is usable with less significant features.

Severity 4 – Minimal business impact.

 

For support within Australia call IBM: 131 426 For support within New Zealand call IBM: 0800 733 222 (Support lines operate 24 x 7)

 

What to have prepared before your call:

 

SOFTWARE 

NEW Service Request :-

• IBM Customer number – 7 digits (first char 0)

• Contact name – First and last name

• Telephone number (area and country code where applicable)

• Software product and version that you require assistance with

• Operating system and version

• Machine type and serial number for machine with iSeries or pSeries operating platforms

• Severity of the problem

• Problem description summary

The Call Entry consultant will provide you with a service call reference number. Please record this number for future reference.

Recall on an existing service request :-

• IBM Customer number – 7 digits

• The service call reference number

The Call Entry consultant should confirm the following:

• Contact name and phone number

• Severity

Response Times

IBM target response times for all service requests are 2 hours during business hours and 2 hours for severity 1 support outside business hours. IBM business hours are 8:30am to 5:00pm, Monday to Friday, local time, excluding public holidays. For severity 1 assistance outside business hours, ensure that you phone to place a new call with us or recall and quote your service call reference number. Request that our support teams are paged to respond to you.

 

HARDWARE

NEW Service Request :-

• IBM Customer number, main switchboard number, site code, site ID or company name

• Contact name – First and last name

• Telephone number (area and country code where applicable)

• Address where the machine is physically located

• Machine type (4 digits) and serial number (7 digits) if IBM hardware or machine brand, model and serial number if OEM hardware

• Severity of the problem

• Problem description summary

As an IBM client your organisation may require specific information when requesting service by IBM. This may be a purchase order number, internal reference number or request order number.

The Call Entry consultant will provide you with a service call reference number. Please record this number for future reference.

Recall on an existing service request :-

• The service call reference number

The Call Entry consultant should confirm the following:

• Contact name and phone number

• Severity

Response Times

For details of coverage hours and response times, please refer to the IBM warranty or maintenance contract applicable to the failing machine.

Escalation Process

If you need an update on the progress of your call, place a recall or update your software service request through one of IBM’s electronic call placement sites. If you are not satisfied with the support you are receiving, phone and request Immediate Management Escalation.

Otherwise you can contact our General Manager of Customer Service, Kylie Charrington on 1800 777 111. Computer Merchants can help you escalate any issues and help find you a quick resolve

Leave a Reply

Your email address will not be published. Required fields are marked *