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README.SPT
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1995-04-28
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The "Personal Systems Support Family Support Center
User's Guide" and "Problem Reporting Guide" have been
updated April, 1995, with Revision 3. Included are the
4-digit product codes to be used when creating a problem
record using the new auto-entitlement feature available
when calling the Support Center, along with instructions
for using this tool.
These documents will assist customers in understanding
IBM's support structure for Personal Systems Software
Products. The Support Center User's Guide will explain
what to expect when you place a call for support. The
Problem Reporting Guide explains how the products are
divided into "specialist teams" and describes each team
so that you can help the Software Solution Services rep-
resentative direct your call to the correct team. Also
included is a list of the problem determination informa-
tion required by each team. By gathering this informa-
tion prior to calling for support, IBM will be able to
assist you much more efficiently.
The "Support Center User's Guide" is available as either
SUPTCTR.INF for use with the "view" command, SUPTCTR.TXT
which is an ASCII file, or SUPTCTR.PS in PostScript
format.
The "Problem Reporting Guide" is available as either
PROBREPT.INF for use with the "view" command,
PROBREPT.TXT which is an ASCII file, or PROBREPT.PS in
PostScript format.
(Both publications are also available as a LIST3820 file,
for printing on a host printer.)
In order to read the INF file, create a subdirectory
called SUPTCTR and download SUPTCTR.INF and PROBREPT.INF
files into that subdirectory. Insure that you are in
that subdirectory, and type:
view suptctr.inf
or, view probrept.inf
There is also a file to provide feedback to the author,
either by FAX or mail, called SUPTFBK.TXT. Any editor
can be used to edit the feedback file, then print it for
either FAX'ing or mailing. We would appreciate your
feedback so we can make this document as informative as
possible.