IBM Support – Change to AVP Telephone Support Processes

This fluttered across my desk today at a client site I am currently working at. It appears that if y are an AVP client (Accelerated Value Program) IBM will no longer get you right to a technician if you call in a ticket but rather wants you to enter it online and wait for a call back. At my current client this is the standard way of operating and the call backs are rather quick – however I have been at other sites where those cal backs have taken somewhat longer in the past. I don’t think there will be much change but I will keep my eyes open and the stopwatch at hand.

I am generally rather happy with IBM support, though some of my clients feel they to often try to solve their problems by asking them (the clients) to upgrade … let’s not get into that discussion as upgrades and point releases in large companies can be compared to the logistical equivalent of clearing a minefield.

Here from the email:

Dear IBM Software Accelerated Value Program Client:

We are pleased you chose IBM to provide high-quality solutions for your business and information systems needs. This email is to inform you that Lotus is making a change in their approach to provide support delivery. Below is an explanation of those changes that will directly affect how you receive ongoing support for your Lotus branded software.

In order to ensure consistency across the IBM Software Accelerated Value Program, effective Monday, January 2, 2012, Lotus will move to call-back mode for all PMRs. Customers will have the option to open PMRs via Electronic Service Request (SR), already a choice of the majority of our customers, or by calling 1-800-IBMSERV or your local country equivalent.

IBM Service Request (SR) is a worldwide, Web-based problem submission and tracking tool available in the IBM Support Portal and is a method of choice by many of our clients. Service Request is available 7×24 and allows you to open PMRs and to check the status of your PMR without having to call IBM and at a time that it is most convenient to you.

Our customers tell us that increased access to information and the ability to be self-sufficient in finding the solutions they need when they need them provides the optimum capability to manage their IT infrastructure. Lotus has an array of tools that make it easy or you. If you are unfamiliar with these tools, we invite you to learn more at Lotus Support — Just a click away! In addition, the IBM Support Portal also has many special features available only to IBM Accelerated Value clients. We are committed to meeting the evolving requirements of our customers and continue to focus on enhancing the tools and support we provide.

All of us in the Lotus Technical Support organization and the Accelerated Value Program team look forward to assisting with your software support needs. We are here to help you achieve maximum benefit from your investment in IBM software and support services.

If you have questions at any time about these changes, please do not hesitate to contact me.
Thanks.