I’m convinced most of my customers do not really understand the IBM Support process. In fact, I’m also sure that most of my Sales counterpart do not understand it either. Now each customer’s situation is unique, but the process by which they engage IBM Support and escalate their issues are the same for everyone. I’m going to try to enlighten everyone of this process and hopefully avoid some frustrations along the way, or at least minimize them.
So pay close attention, take notes, bookmark this page, subscribe to my blog, download the file or whatever, but by all means, please, please….share this information within your organization.