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PERSONAL SYSTEMS SUPPORT FAMILY
SUPPORT CENTER USER'S GUIDE
April 20, 1995
Revision 3
PREFACE
_______
International Business Machines Corporation provides this document "as is"
without warranty of any kind, either express or implied, including, but not
limited to, the implied warranties of merchantability or fitness for a par-
ticular purpose. Some states do not allow disclaimer of express or implied
warranties in certain transactions, therefore, this statement may not apply
to you.
This document could include technical inaccuracies or typographical errors.
Changes are periodically made to the information herein; these changes will
be incorporated in new versions of this document.
It is possible that this document may contain reference to, or information
about, IBM products (machines and programs), programming or services that are
not announced in your country. Such references or information must not be
construed to mean that IBM intends to announce such IBM products, programming
or services in your country.
Preface ii
CONTENTS
________
1.0 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
2.0 PERSONAL SYSTEMS SUPPORT FAMILY SERVICES . . . . . . . . . . . . . . 2
2.1 Personal Systems Products Program Services and Getting Started
Periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2.1.1 Program Services . . . . . . . . . . . . . . . . . . . . . . . . 4
2.1.2 Getting Started Period . . . . . . . . . . . . . . . . . . . . . 4
2.1.3 Comparison . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2.2 Personal Systems Support Line . . . . . . . . . . . . . . . . . . . 7
2.2.1 Personal Systems Support Line Per Incident . . . . . . . . . . . 7
2.2.2 Personal Systems Support Line Standard . . . . . . . . . . . . . 9
2.2.3 Personal Systems Support Line Premium . . . . . . . . . . . . 12
2.3 Personal Systems Forum (TalkLink) . . . . . . . . . . . . . . . . 13
2.4 Personal Systems Consult Line . . . . . . . . . . . . . . . . . . 15
2.5 IBM House Call . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2.6 Personal Systems Customer Application Assistance . . . . . . . . . 16
2.7 Personal Systems Desktop Application Support . . . . . . . . . . . 16
2.8 Personal Systems Technical Connection Personal Software CD-ROM . . 17
2.9 Personal Systems Technical Education Coupons . . . . . . . . . . . 17
2.10 Personal Systems Technical Solutions . . . . . . . . . . . . . . 17
2.11 Personal Systems Support Family - Single User Support Line . . . 18
2.11.1 Single Incident . . . . . . . . . . . . . . . . . . . . . . . 18
2.11.2 Unlimited Incidents . . . . . . . . . . . . . . . . . . . . . 19
2.11.3 Personal Systems Desktop Application Support . . . . . . . . 19
2.11.4 Supported Products . . . . . . . . . . . . . . . . . . . . . 20
3.0 USING THE IBM SUPPORT CENTER . . . . . . . . . . . . . . . . . . . 24
3.1 Before You Call Support . . . . . . . . . . . . . . . . . . . . . 24
3.2 Placing Your Call . . . . . . . . . . . . . . . . . . . . . . . . 25
3.3 How Support Handles Your Call . . . . . . . . . . . . . . . . . . 26
3.4 Defect Resolution . . . . . . . . . . . . . . . . . . . . . . . . 27
3.5 Closing a PMR . . . . . . . . . . . . . . . . . . . . . . . . . . 27
3.6 Escalation Procedures . . . . . . . . . . . . . . . . . . . . . . 27
3.7 Additional Assistance . . . . . . . . . . . . . . . . . . . . . . 27
3.8 Any Questions? . . . . . . . . . . . . . . . . . . . . . . . . . . 30
! 4.0 USING THE SOCRATES/PSSF AUTO-ENTITLEMENT SYSTEM . . . . . . . . . 31
5.0 TALKLINK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
5.1 Initiating and Installing TalkLink . . . . . . . . . . . . . . . . 43
5.1.1 Using TalkLink . . . . . . . . . . . . . . . . . . . . . . . . 43
! 5.2 Accessing Support Line Fee Services Via TalkLink . . . . . . . . . 43
! 5.3 Reporting a Suspected Code Defect . . . . . . . . . . . . . . . . 44
! 5.3.1 When to Use the Defect Path . . . . . . . . . . . . . . . . . 44
! 5.3.2 Instructions for Reporting a Suspected Defect . . . . . . . . 45
! 5.4 Solving Problems . . . . . . . . . . . . . . . . . . . . . . . . . 45
! 6.0 ELECTRONIC PROBLEM REPORTING VIA SERVICELINK . . . . . . . . . . . 46
Contents iii
! 6.1 Accessing Support Line Fee Services Via ServiceLink . . . . . . . 46
! 6.2 Reporting a Suspected Code Defect . . . . . . . . . . . . . . . . 47
! 6.2.1 When to Use the Defect Path . . . . . . . . . . . . . . . . . 47
! 6.2.2 Instructions for Reporting a Suspected Defect . . . . . . . . 47
! 7.0 ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE . . . . . . . . . . . 49
7.1 Accessing the OS/2 CompuServe Forums . . . . . . . . . . . . . . . 49
7.2 Reporting a Suspected Code Defect . . . . . . . . . . . . . . . . 49
! 7.2.1 When to Use the Defect Path . . . . . . . . . . . . . . . . . 49
! 7.2.2 Instructions for Reporting a Suspected Defect . . . . . . . . 50
! 8.0 ELECTRONIC PROBLEM REPORTING VIA INTERNET . . . . . . . . . . . . 52
! 8.1 Reporting a Suspected Code Defect . . . . . . . . . . . . . . . . 52
9.0 ELECTRONIC PROBLEM REPORTING VIA PRODIGY . . . . . . . . . . . . . 53
APPENDIX A. DEFINITION OF TERMS . . . . . . . . . . . . . . . . . . . 54
APPENDIX B. ACRONYMS . . . . . . . . . . . . . . . . . . . . . . . . . 59
APPENDIX C. TECHNICAL EDUCATION . . . . . . . . . . . . . . . . . . . 60
C.1 OS/2 Operating System . . . . . . . . . . . . . . . . . . . . . . 60
C.2 CICS OS/2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
C.3 OS/2 Database Manager . . . . . . . . . . . . . . . . . . . . . . 64
Contents iv
1.0 INTRODUCTION
_________________
The purpose of this guide is to help customers understand the service and
support options available for the Personal Systems Products, and to assist
customers in understanding the IBM support structure and the Personal Systems
! Support Family (PSSF) offering. It is intended for customers in the United
! States; the support structure and offerings in other countries may be dif-
ferent.
This document is organized in sections for faster information access. These
sections include instructions for using the various components of the
offering, reporting a problem to the IBM Support Center, severity level
descriptions, general definitions, and a list of the products included in the
Personal Systems Support Family.
This document is intended for customers who will call Software Solution Ser-
vices (the IBM Support Center for the Personal Systems Products) to obtain
technical assistance for supported Personal Systems Products. Software Sol-
ution Services provides support to a full spectrum of customers, including:
o Users and developers of personal productivity, general business applica-
tions, or complex applications
o Developers and large businesses
o System supporters and medium businesses
o Departmental groups within businesses of all sizes
o Small businesses
o Single users
THIS DOCUMENT WAS ORIGINALLY TITLED "PERSONAL SYSTEMS SOFTWARE PRODUCTS
_____________________________________________________________________________
SUPPORT CENTER USER'S GUIDE". IT HAS BEEN RENAMED AND EXTENSIVELY UPDATED TO
_____________________________________________________________________________
INCLUDE INFORMATION ABOUT THE PERSONAL SYSTEMS SUPPORT FAMILY OFFERINGS.
________________________________________________________________________
IT HAS ALSO BEEN DIVIDED INTO TWO DOCUMENTS, THIS "SUPPORT CENTER USER'S
_____________________________________________________________________________
GUIDE" AND THE "PERSONAL SYSTEMS SUPPORT FAMILY PROBLEM REPORTING GUIDE".
_____________________________________________________________________________
CUSTOMERS SHOULD OBTAIN AND REFER TO BOTH DOCUMENTS FOR A COMPLETE
_____________________________________________________________________________
DESCRIPTION OF THE SUPPORT CENTER OPERATION.
____________________________________________
INTRODUCTION 1
2.0 PERSONAL SYSTEMS SUPPORT FAMILY SERVICES
_____________________________________________
The Personal Systems Support Family (PSSF), announced on May 10, 1994, pro-
vides a menu of services designed to provide software solutions support on a
broad selection of Personal Systems Products. The services come with many
options to permit tailoring support to a full spectrum of customers, from
home users through large businesses.
The Personal Systems Support Family services include:
o Personal Systems Support Line
- Per Incident
- Standard
- Premium
o Personal Systems Consult Line
o IBM House Call
o Personal Systems Forum (TalkLink)
o Technical Connection Personal Software CD-ROM
o Personal Systems Customer Application Assistance
o Personal Systems Desktop Application Support
o Personal Systems Technical Education Coupons
o Personal Systems Technical Solutions
o Single User Services
- Unlimited Incidents
- Per Incident
For complete details on the individual services, refer to RFA # 21803 or HONE
announcement letter 694-014. To purchase an offering, or for more informa-
tion:
Corporate customers should call the Personal Systems Support Family
! Information Center (Project Office) from 8 AM to 5 PM Eastern Time,
Monday through Friday, at 1-800-799-7765 (or fax a note to 800-426-6494).
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 2
Single License Users should call the Personal Systems Support Family Sol-
ution Management Center at 1-800-992-4777 from 8 AM to 5 PM Central Time,
Monday through Friday.
Canadian customers should call the Support Family Project Office at
1-800-465-9600.
HONE announcement letter 694-013 contains the details of the announcement of
IBM's Technical Support Structure, which was also released on May 10, 1994.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 3
2.1 PERSONAL SYSTEMS PRODUCTS PROGRAM SERVICES AND GETTING STARTED PERIODS
___________________________________________________________________________
2.1.1 PROGRAM SERVICES
Code-related problem support is provided at no charge through Program Ser-
vices for all supported IBM licensed software products for the duration of
the service period. A code-related problem means that the product does not
conform to specifications and could be either a code or documentation error.
Customers can report code-related problems to IBM:
! o electronically via:
! - TalkLink, see page 42
! - ServiceLink, see page 46
! - CompuServe, see page 49
! - Internet, see page 52
o via facsimile
o via mail
IBM will respond via the same method as the customer used to report the
problem. IBM will respond to the customer within a maximum of 2 business
days of electronic or facsimile receipt, and 7 days of mail receipt, advising
of the problem disposition. Response to known code-related problem inquiries
may be corrective service information, such as correction documentation, a
code correction, a bypass, a restriction, or notice of availability of cor-
rected code, as determined by IBM. If the problem is not known to be a code-
related problem, the customer will be informed that IBM will continue to work
it for a fee if the customer does not have a support contract, or is beyond
the Getting Started period. If the problem is determined to be caused by an
error in IBM code, the fee will be waived.
2.1.2 GETTING STARTED PERIOD
A Getting Started period is provided to help customers with installation and
usage assistance. In addition to Program Services, customers will receive a
no-charge Getting Started period of Personal Systems Support Line STANDARD
service provided for the first license within the site, location or central-
ized help desk for all IBM products. Personal Systems Support Line, a Per-
sonal Systems Support Family fee offering, provides voice access to questions
and problem support for a 60-day period for the product being installed. The
60-day period commences with the first call from within the site, location or
centralized help desk. At the conclusion of the Getting Started period, cus-
tomers will have the option of contracting for continued voice access through
Personal Systems Support Line fee offerings.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 4
During the Getting Started period, customers receive:
! o Unlimited number of requests for support
! o Technical assistance on product
! - installation
! - setup
! - usage
! o Unlimited pre-recorded help and FAX assistance via a toll-free 800#
! (1-800-992-4777).
! o If subsequent voice assistance is required, it is available Monday
! through Friday, 8 AM to 5 PM in the customer's time zone, excluding U.S.
! national holidays, by calling 1-800-992-4777 (a separate toll call may be
! required to access this support).
! NOTE: Customers may also use the Single Point of Contact number,
! 1-800-237-5511, to access this service.
! In response to customers' requests for more flexible support hours, cus-
! tomers have a one-time option to select their hours of support for the
! OS/2 operating systems to be any 9-hour time slot between the hours of 8
! AM and 8 PM Eastern time, Monday through Friday. In this way, customers
! can select the support hours that best suit their needs.
! Customers can report a suspected product defect after their Getting Started
! period ends under the Program Services support terms.
IBM provides several alternative sources for obtaining assistance beyond the
scope of the telephone support. These include:
o QUICK-HELP SYSTEM FOR IBM SOFTWARE SERVICE & SUPPORT
The Quick-Help System is available 24 hours a day, and provides customers
free access to answers to the most frequently asked technical support
questions, both usage and defect-related. It also provides product
information, access to a salesperson to order products, and access to an
extensive FAX library of hints and tips.
To access the Quick-Help intelligent voice response system, call the IBM
Personal Software Solution Center at 1-800-992-4777 and follow the
prompts. To access the technical tips, press 1 for technical support on
a software problem, and then press 1 for quick help tips and answers.
! NOTE: A complete "map" of the IBM Quick-Help VRU is available via FAX.
! For efficient use of this system, you should periodically request
! this FAX for an overall view of the VRU options and menu items.
! This FAX can be obtained by calling 1-800-992-4777 and choosing
! option 4 on the main menu (for verbal or FAX instructions on how
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 5
! to use this system ...). Entering a "1" at any time during the
! subsequent message will then prompt you for your FAX information.
o IBM FAX INFORMATION SERVICE
IBM FAX provides up-to-date product, software, and education information
7 days a week, 24 hours a day. There is no charge associated with this
service. The number for the IBM FAX Information Service is
1-800-IBM-4FAX (1-800-426-4329) for both Canadian and U.S. customers.
o ELECTRONIC SUPPORT
IBM provides electronic access to a wide variety of topics related to the
purchase, installation, support, and use of products and services mar-
keted by IBM or related business affiliates. Forums are provided on
CompuServe, Prodigy (OS/2 operating system only) and TalkLink which
provide customers the capability of reviewing information electronically,
submitting questions or requests and receiving answers or information.
(The provider of this service may charge an access fee.)
2.1.3 COMPARISON
The following table is a comparison of the key points of the Program Services
period versus the Getting Started period.
PROGRAM SERVICES GETTING STARTED
PERIOD PERIOD
Start date Date of delivery to Date of first call
original user for support
Duration Service life of the 60 days
product
Validation Sales receipt Registration number
Items covered Program defects Start-up support and
defects
Service provider IBM support centers IBM support centers
! Delivery method Mail, FAX or BBS Voice via toll-free
! defect form 800# (a separate toll
! call may be required)
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 6
2.2 PERSONAL SYSTEMS SUPPORT LINE
__________________________________
Personal Systems Support Line provides answers to specific, task-oriented
questions pertaining to the use and operation of the OS/2 and PC DOS oper-
! ating systems and optionally a full range of Personal Systems products. Cus-
! tomers may select either PER INCIDENT, STANDARD, or PREMIUM support. Per
! Incident support is charged on a per solution basis. Standard and Premium
! support are annual contracts charged on a monthly basis and provide the cus-
! tomer unlimited access to the support center.
! NOTE: For a current list of supported products, contact the Personal Systems
! Support Family Information Center (Project Office) at 1-800-799-7765,
! Monday to Friday, 8 AM to 5 PM Eastern Time.
! When you sign the Personal Systems Support Family contract, you will be
! assigned two numbers. The first is your Personal Systems Support Family cus-
! tomer ID. The second is a PIN number for each designated contact (required
! for Support Line Standard and Premium). These numbers are required when
! placing calls for assistance.
2.2.1 PERSONAL SYSTEMS SUPPORT LINE PER INCIDENT
With Support Line PER INCIDENT the customer receives:
o Technical assistance on product installation, setup and usage questions
and product defects
o Toll-free access via 1-800-992-4777
NOTE: Customers may also use the Single Point of Contact number,
1-800-237-5511, to access this service.
o Prime shift support hours are Monday through Friday, 8 AM to 5 PM cus-
tomer time zone excluding U.S. national holidays
! o Our goal is to respond within two business hours
o Electronic access for problem reporting via TalkLink. These incidents
will incur the same per incident charge as those handled via telephone.
If the customer uses electronic access, IBM's objective is to respond to
the customer within a maximum of 8 business hours.
2.2.1.1 Support Line Per Incident Options
o 7 X 24 ACCESS (4-hour response)
NOTE: Services provided outside of prime shift are subject to a 35%
premium.
The following defines an Incident:
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 7
o Requests for assistance with multiple products, or different problems
with the same product, will be considered to be separate incidents. Each
incident will be tracked individually in the IBM problem management
system. An incident may involve multiple calls or actions such as:
- The initial request for assistance
- Offline research
- A callback from IBM to the customer
- Closure of the incident
Closure of an incident occurs when an answer to the initial request is
provided. Closure may also include referring the customer to the appro-
priate source for resolution.
If the problem is determined by IBM to be a DEFECT IN IBM CODE, the cus-
tomer will not be charged for the incident. THE IBM SUPPORT CENTER FOR
THE FAILING PRODUCT WILL BE THE FINAL ARBITER IN DETERMINING WHICH PROB-
LEMS ARE CONSIDERED DEFECTS.
NOTE: For NetWare products this applies only to NetWare from IBM.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 8
2.2.2 PERSONAL SYSTEMS SUPPORT LINE STANDARD
Personal Systems Support Line provides a single point of entry for questions
and problems about eligible products and the OS/2 and PC DOS operating
systems. Support Line Standard service is available on an annual contract
basis, charged monthly. With Support Line Standard the customer receives:
o OPERATING SYSTEM SUPPORT
Customers are entitled to open an unlimited number of Incidents for
assistance with the OS/2 AND PC DOS OPERATING SYSTEMS. Additional
product support is provided as an option for a fee on a product-by-
product basis.
Note: If the customer does not have OS/2 or PC DOS installed, IBM will
treat the first additional product as the equivalent of the operating
system (included in the Support Line Standard price).
o VOICE OR ELECTRONIC SUPPORT
IBM will provide telephone access to Software Solution Services via
800-992-4777 for Incident recording and preliminary analysis from 8AM to
5PM local customer time, Monday through Friday. IBM's objective is to
respond to the customer within a maximum of 2 business hours of their
! call during business hours. If customers have purchased TalkLink or
! ServiceLink access, they may have their ID enabled to submit incidents
! electronically under their Support Line contract, by contacting the Per-
! sonal Systems Support Family Information Center at 1-800-799-7765. If
the customer uses electronic access, IBM's objective is to respond to the
customer within a maximum of 8 business hours.
o CUSTOMER CONTACTS
Support Line Standard includes two primary customer contacts and two
alternates to access support.
o MONTHLY ACTIVITY REPORTS
Customers are provided Monthly Activity Reports which show the customer's
Personal Systems Products' Support Line activities, including the number
of Incidents and their status.
2.2.2.1 Support Line Standard Options
o EXTENDED HOURS COVERAGE
IBM will provide telephone access 24 hours a day, 7 days a week
(excluding Christmas day) to Software Solution Services via 800-992-4777
for Incident recording and preliminary analysis. From 8AM to 5PM local
customer time, Monday through Friday, IBM's objective is to respond to
the customer within a maximum of 2 business hours of their call. Outside
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 9
these hours, and during U.S. national holidays (excluding Christmas day),
customers have the option of requesting a callback from a Product Spe-
cialist within 4 hours, or a callback within 2 hours after the start of
the next business day. If the customer uses electronic access, IBM's
objective is to respond to the customer within a maximum of 8 business
hours.
Note: With Extended Hours Coverage, the customer receives two additional
contacts plus two alternates for off-shift coverage.
o MULTIVENDOR COORDINATION
When a problem is determined not to be in IBM code, but in a vendor or
business partner's software with whom IBM has a Multivendor Solution
Support agreement, IBM will contact the vendor. IBM will explain the
customer's problem, and obtain agreement to transfer the problem to the
vendor's support organization for resolution. The problem will remain
open and IBM support will maintain communications with the customer until
the problem is resolved.
There are two restrictions to this service:
1. Software Solution Services should not be the first contact point if
it is known that the problem is not in any IBM software.
2. The customer will be responsible for any fees associated with the
vendor's service and support.
o MONTHLY SUBSCRIPTION TO THE TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM
The monthly Technical Connection CD-ROM provides "AS-IS" technical infor-
mation including closed APAR information, various compressed Corrective
Service Diskettes (CSDs), tips and techniques regarding installation,
operation, performance tuning and commonly asked questions and answers
about Personal Systems Products. The user accesses this information
through the easy-to-use tools AskPSP, OS/2 VIEW and BookManager.
Customers can purchase the Technical Connection CD-ROM by annual sub-
scription with either monthly or quarterly updates, or by single issue.
o PRIORITY HANDLING
Priority Handling provides direct access to a Product Expert and auto-
matic invocation of additional technical resources after specific time
intervals. Priority Handling is available either via voice or electronic
! access. For a complete description of Priority Handling, see page 55.
o ADDITIONAL CUSTOMER CONTACTS
o SUPPORT FOR ADDITIONAL PRODUCTS
Support for the following categories of products can be purchased for a
fee on a product-by-product basis:
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 10
- IBM products running on either OS/2 or PC DOS
- IBM personal computer products running on other vendor's software
platforms
- Novell Netware products
! NOTE: For a current list of additional products, contact the Personal
! Systems Support Family Information Center (Project Office) at
! 1-800-799-7765, Monday to Friday, 8 AM to 5 PM Eastern Time.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 11
2.2.3 PERSONAL SYSTEMS SUPPORT LINE PREMIUM
With Support Line Premium service the customer receives:
o SUPPORT LINE STANDARD SUPPORT INCLUDING ALL SELECTABLE OPTIONS
- Extended hours coverage
Note: With extended hours, the customer receives two additional con-
tacts plus two alternates for off-shift coverage.
- Monthly Activity Reports
- Four primary customer contacts and 4 alternates for a total of 6
primary contacts and 6 alternates when combined with those provided
for off-shift coverage
- Monthly subscription to the Technical Connection Personal Software
CD-ROM
- Priority Handling
- Multivendor Coordination
! o SUPPORT FOR ALL PRODUCTS IN THE PERSONAL SYSTEM SUPPORT FAMILY
! NOTE: For a current list of supported products, contact the Personal
! Systems Support Family Information Center at 1-800-799-7765,
! Monday to Friday, 8 AM to 5 PM Eastern Time.
2.2.3.1 Support Line Premium Options
o ADDITIONAL CUSTOMER CONTACTS
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 12
2.3 PERSONAL SYSTEMS FORUM (TALKLINK)
______________________________________
Personal Systems Forum is a bulletin board service that provides customer-to-
customer communication electronically with each other and the worldwide
internal IBM community on a wide variety of topics related to the acquisi-
tion, installation, support, and use of Products and services marketed by IBM
or a related business affiliate. Forum is delivered via an IBMLink facility,
TalkLink, a pre-requisite for receiving Forum service. (Refer to the IBM
TalkLink contract for TalkLink terms and conditions.)
TalkLink provides the following capabilities for customers to review informa-
tion electronically, submit questions or requests and receive answers or
information:
o Conferences and forums
- Provides question and answer bulletin boards containing various
product-related topics. Items posted on these bulletin boards are
shared between BBS users and IBM personnel worldwide.
o Customer-to-customer messaging
- Gives customers the ability to send private messages to each other.
o Software library
Downloads application programs and uploads contributions.
o News and announcements
Contains recent information regarding products and services.
o Search Service
- Search IBM databases via interactive mode. This search facility
includes a large question and answer database of items, IBM System
Center Flashes, and IBM's problem management libraries. This data-
base contains information about problems and fixes. (This search
facility is limited in function if TalkLink is not accessed through
IBMLink.)
o Support
- Customers can initiate, review, or respond to dialog in the confer-
encing areas. The conference or forum owner will monitor these
entries for appropriate responses. Users can also place orders for
product-related materials.
- Customers may also request that IBM activate their TalkLink ID for
! submitting requests for IBM Service and Support by contacting the
! Personal Systems Support Family Information Center at 1-800-799-7765.
These requests will be responded to by IBM Support Personnel and may
be charged at the Per Incident rate or charged against a customer's
Support Line Standard or Premium contract. If the customer uses
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 13
electronic access, IBM's objective is to respond to the customer
within a maximum of 8 business hours.
-- Customers who have purchased the Priority Handling option of
Support Line Standard, or who have purchased Support Line
Premium, may identify electronically-reported Incidents for Pri-
ority Handling.
Note: Critical situation Incidents requiring Priority Handling
during off-shift hours should be submitted via telephone. Pri-
ority Handling Incidents submitted electronically during extended
hours will be responded to within the first hour of the next
business day.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 14
2.4 PERSONAL SYSTEMS CONSULT LINE
__________________________________
Personal Systems Consult Line provides telephone access for customers to IBM
technical experts for consultation on an agreed-to topic relating to eligible
products and environments, providing recommendations and corrective actions
as appropriate. With Personal Systems Consult Line, the customer receives
consultation in the areas of:
o Systems management and performance
o Evaluation of designs
o Guidance towards best approach and use of various systems
Consult Line is a support service that picks up where Personal Systems
Support Line leaves off. It is designed to fulfill those customer needs that
are beyond the intended scope of Support Line. Consult Line is tailored to
meet the customer's unique needs. IBM will advise and consult with the cus-
tomer on various items, examples of which include:
o advice and direction for highly complex environments
o in-depth analysis including design guidance and evaluations
o comprehensive implementation assistance
o direct technical support from technical specialists skilled in perform-
ance, capacity planning, and communications and systems management
Consult Line service is scheduled at a time that is mutually agreeable to
both the customer and IBM. Consultation for products not included in the
supported products list will be considered, based on available skills.
2.5 IBM HOUSE CALL
___________________
The IBM House Call service can help customers supplement critical skills
needed to perform on-site hardware and software support. In addition to
answering questions, a support specialist can perform specific services per-
taining to the installation, usage and performance tuning of supported pro-
ducts. IBM House Call is charged hourly or by pre-paid blocks of hours.
With IBM House Call, the customer receives:
o access to an on-site support specialist who can assist in hardware and
software installation activities, software maintenance and upgrade activ-
ities, operational services, problem assistance, and any other mutually
agreed-to task
o coverage at a mutually agreed-upon time (8 AM to 5 PM in the customer's
time zone, Monday through Friday, except U.S. national holidays).
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 15
2.6 PERSONAL SYSTEMS CUSTOMER APPLICATION ASSISTANCE
_____________________________________________________
When the Product Expert has determined that the customer's problem is not in
any of the supported Personal Systems Products, the customer will be advised
to pursue the problem with the support center for the failing Product. When-
ever possible the Product Expert will contact that support center and discuss
the problem before transferring it. However, there are circumstances in
which the customer requires that IBM further debug the problem and determine
where the failure exists in the customer's or the vendor's code. In this
case, the Product Expert will advise the customer that IBM will continue the
remote debugging at an hourly charge.
There are also circumstances in which the customer knows the problem is in
his application or a vendor's software but is unable to determine exactly
where the failure exists. The customer can request that IBM perform remote
application debugging for an hourly charge.
2.7 PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT
_________________________________________________
Desktop Application Support complements Personal Systems Support Line. Cus-
tomer contacts may obtain usage assistance on a list of over 250 applications
! running under OS/2, DOS, or Windows. (For a current list of supported pro-
! ducts, contact the Personal Systems Support Family Information Center at
! 1-800-799-7765, Monday to Friday, 8 AM to 5 PM Eastern Time.) Information
can be provided about the operation of desktop hardware or the use of soft-
ware programs. With Desktop Application Support the customer may obtain:
o installation assistance
o assistance with a functional task
o help clarifying documents or manuals
o general information about the program's capabilities
o assistance in identifying a system problem
If the source of the problem is code-related in an eligible program, we will
contact the appropriate support group (including another vendor's) to request
a correction. If a vendor correction is available at no charge, we will
request that it be sent to the customer. If a charge is associated with the
fix, the designated customer contact will be notified that a fix is available
and how it can be obtained.
Products supported by Personal Systems Support Line are NOT supported through
___
Desktop Application Support service.
Standard coverage is from 8 AM to 5 PM in the customer's time zone, Monday
through Friday, except U.S. national holidays. Extended hours coverage pro-
vides support 24 hours a day, 7 days a week and is available for an addi-
tional fee.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 16
2.8 PERSONAL SYSTEMS TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM
___________________________________________________________________
The Technical Connection Personal Software CD-ROM provides "AS-IS" technical
information. It includes closed APAR information, various compressed Correc-
tive Service Diskettes (CSDs), tips and techniques regarding installation,
operation, performance tuning and answers to commonly-asked questions about
the Personal Systems platform products. The user accesses this information
through easy-to-use tools AskPSP, OS/2 View, and BookManager. The latest
OS/2 book collection, "OS/2 Collection" CD-ROM is included with the first
issue of Technical Connection.
Customers can purchase the monthly Technical Connection Personal Software
CD-ROM by annual subscription with either monthly or quarterly updates, or by
single issue.
2.9 PERSONAL SYSTEMS TECHNICAL EDUCATION COUPONS
_________________________________________________
Customers purchasing any of the Personal Systems Support Family services will
receive discount coupons which can be applied to any of the eligible Personal
Systems classes offered by IBM Skill Dynamics. For the latest information on
courses and costs, call IBM Skill Dynamics in the U.S. at 800-426-8322 and in
Canada at 800-465-1234.
2.10 PERSONAL SYSTEMS TECHNICAL SOLUTIONS
__________________________________________
Personal Systems Technical Solutions is a bi-monthly publication that pro-
vides detailed information about personal computer hardware and software,
OS/2, IBM PC-DOS, Local Area Networks, client/server solutions, programming
languages, connectivity and more. Customers can purchase Personal Systems
Technical Solutions by annual subscription.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 17
2.11 PERSONAL SYSTEMS SUPPORT FAMILY - SINGLE USER SUPPORT LINE
________________________________________________________________
Personal Systems Support Family - Single User Support Line provides service
and support for single license users of OS/2 on a per-license basis. A sepa-
rate agreement is required for each additional product license. With Per-
sonal Systems Single User Support Line, the customer must choose either the
SINGLE INCIDENT or UNLIMITED INCIDENTS support option.
To purchase a Single User offering, or for more information, contact the Per-
sonal Systems Support Family Solution Management Center at 1-800-992-4777
from 8 AM to 5 PM Central Time, Monday through Friday. Canadian customers
should call the Support Family Project Office at 1-800-465-9600.
2.11.1 SINGLE INCIDENT
The Single Incident option of Personal Systems Single User Support Line pro-
vides support for installation and usage questions for OS/2 products. This
offering does not extend or enhance the central service provided with OS/2
products. With this option, IBM will provide telephone access for incident
recording and preliminary analysis. (Refer to the SUPPORTED PRODUCTS section
for a list of supported products.) With the SINGLE INCIDENT option, the cus-
tomer receives:
o Access to product specialists.
o Voice access telephone support via either a toll-free 1-800 number, or a
1-900 number (fee). Customers selecting 1-800 support may call
1-800-992-4777 between 8 AM and 5PM in the customer's time zone, Monday
through Sunday, except U.S. national holidays. Support hours are for
continental U.S. and Canada; Alaska and Hawaii receive support from 8 AM
to 5 PM Pacific time.
Customers selecting 1-900 support may call 1-900-225-5522 between 8 AM
and 8 PM Eastern time, Monday through Sunday, except U.S national holi-
days. 1-900 telephone support is currently not available in Canada.
o Satisfaction guarantee.
Customers will not be charged for any incident that is determined by IBM to
be a defect in IBM code. THE IBM SUPPORT CENTER FOR THE FAILING PRODUCT WILL
BE THE FINAL ARBITER IN DETERMINING WHICH PROBLEMS ARE CONSIDERED DEFECTS.
IBM will only provide credit for 900-number incidents if it can be determined
DURING the call that the problem is a defect in IBM code.
______
Single Incident 900 number callers will only be charged for the time spent
speaking with a Product Specialist. There is no charge for time spent at
point of entry, hold time, or time spent by the Product Specialist performing
research or consulting with others.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 18
2.11.2 UNLIMITED INCIDENTS
The Unlimited Incidents option of Personal Systems Single User Support Line
provides support for installation and usage questions for OS/2 products only.
With the purchase of the Unlimited Incidents option, one designated customer
with a single product license is entitled to open an unlimited number of
incidents for assistance with any of the OS/2 products supported. (Refer to
the SUPPORTED PRODUCTS section for a list of supported products.) With the
UNLIMITED INCIDENTS option, the customer receives:
o Access to product specialists.
o Voice access telephone support via a toll-free 1-800 number between 8 AM
and 5 PM in the customer's time zone, Monday through Sunday, except U.S.
national holidays. Support hours are for continental U.S. and Canada;
Alaska and Hawaii receive support from 8 AM to 5 PM Pacific time.
! In response to customers' requests for more flexible support hours, cus-
! tomers have a one-time option to select their hours of support for the
! OS/2 operating systems to be any 9-hour time slot between the hours of 8
! AM and 8 PM Eastern time, Monday through Friday. In this way, customers
! can select the support hours that best suit their needs.
o Satisfaction guarantee.
2.11.3 PERSONAL SYSTEMS DESKTOP APPLICATION SUPPORT
Desktop Applications Support compliments Personal Systems Support Line for
the single license user. Customers may call with usage questions on sup-
ported desktop applications running under OS/2, DOS, or Windows. With
DESKTOP APPLICATION SUPPORT the customer receives:
o Installation assistance
o Assistance with a functional task
o Help clarifying documentation or manuals
o General information about the program's capabilities
o Assistance in identifying a system problem
Support is available via a toll-free number from 8 AM to 5 PM in the custom-
er's time zone, Monday through Friday, except U.S. national holidays.
Products in the Personal Systems Single User Support Line are NOT supported
___
through the Desktop Application Support service. (Refer to the SUPPORTED
PRODUCTS section for a list of the products included in Desktop Application
Support.)
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 19
2.11.4 SUPPORTED PRODUCTS
! NOTE: For a current list of supported products, contact the Personal Systems
! Support Family Solution Management Center at 1-800-992-4777, Monday to
! Friday, 8 AM to 5 PM Central Time.
UNLIMITED INCIDENTS OPTION
__________________________
The following are the Personal Systems products that are supported by the
Single User Support Line - Unlimited Incidents option:
NAME VERSION
________________________________________________
OS/2 16/32 BIT OPERATING SYSTEM 2.1,2.11
OS/2 FOR WINDOWS 2.1
OS/2 WARP VERSION 3 3.0
MMPM/2 1.0,1.1,3.0
PENDOS 2.2
PenDOS is a registered trademark of Communication Intelligence Corporation
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 20
SINGLE INCIDENT OPTION
______________________
The following are the Personal Systems products that are supported by the
Single User Support Line - Single Incident option:
NAME VERSION
________________________________________________
OS/2 16/32 BIT OPERATING SYSTEM 2.1, 2.11
OS/2 FOR WINDOWS 2.1
TOOLKIT 2.1
OS/2 WARP VERSION 3 3.0
TOOLKIT 3.0
WARP BONUSPAK PRODUCTS:
INTERNET ACCESS (TCP/IP FUNCTION) 3.0 *
MULTIMEDIA VIEWER 1.02 **
SYSTEM INFORMATION UTILITY (SYSINFO) 2.3 **
PERSON TO PERSON 1.03 **
IBM WORKS 2.0
FAX WORKS 1.0
HYPER ACCESS LITE 1.0
VIDEO IN 1.0
BONUSPAK INSTALLATION UTILITY 3.0
LANGUAGE WARE 1.2
ULTIMAIL LITE 2.0
MMPM/2 1.0, 1.1, 3.0
MMPM/2 TOOLKIT 1.0, 1.1
IMG ADAPTER/A DEVICE DRIVER 1.02
MVGA/MUL XGA DEVICE DRIVER 1.0
SECURED DOS - DES 1.0
PEN FOR OS/2 1.0
OASAS I DISK ARRAY MANAGEMENT 1.0, 2.0
PENDOS 2.2
PenDOS is a registered trademark of Communication Intelligence Corporation
NOTE:
* Support for the IBM Internet Connection (Advantis) is provided
at 800-727-2222.
** Support for these products is not available via the 900 #.
Support for CompuServe Access is provided by CompuServe Informa-
tion Services at 800-848-8990.
DESKTOP APPLICATION SUPPORT
___________________________
The following are the programs supported by Desktop Application Support. All
product and company names are trademarks or registered trademarks of their
respective holders.
Software - Operating Systems
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 21
o Macintosh System Software V6.X, V7.0, V7.1 by Apple
o MS DOS V3.3, V4.0, V5.0, V6.0 by Microsoft
Software - Applications
o Ami Professional V1.1, V1.2 by Lotus Development
o Ami Professional for Windows V2.0, V3.0 by Lotus Development
o CorelDRAW] V2.01, V2.01, V3.0 by Corel Systems
o DataEase V4.2, V4.5 by DataEase International
o dBase III Plus V1.1 by Borland International
o dBase IV V1.1, V1.5 for DOS by Borland International
o Excel V2.0, V2.1, V3.0, V4.0 by Microsoft
o Excel for Mac V2.2, V3.0, V4.0 by Microsoft
o FileMaker Pro for Mac V1.1, V2.0, V2.1 by Claris Corp.
o Freelance for OS/2 V1.0 by Lotus Development
o Freelance for Windows V1.0 by Lotus Development
o Harvard Graphics V2.3, V3.0 by Software Publishing
o Harvard Graphics for Windows V1.0 by Software Publishing
o Lotus Organizer V1.1 by Lotus Development
o Lotus Symphony V2.0, V2.2, V3.0 by Lotus Development
o Lotus 1-2-3 V2.2, V2.3, V2.4, V3.0, V3.1, V3.1+, V3.4 by Lotus Develop-
ment
o Lotus 1-2-3 for Mac V1.0 by Lotus Development
o Lotus 1-2-3 for OS/2 V1.0, V1.1, V2.0 by Lotus Development
o Lotus 1-2-3 for Windows V1.0, V1.1 by Lotus Development
o Microsoft Windows V3.0, V3.1 by Microsoft
o Microsoft Word for DOS V5.0, V5.5 by Microsoft
o Microsoft Word for Mac V4.0, V5.0 by Microsoft
o Microsoft Word for OS/2 V1.1 by Microsoft
o Microsoft Word for Windows V1.0, V1.1, V2.0 by Microsoft
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 22
o Microsoft Works for DOS V1.0, V2.0 by Microsoft
o Microsoft Works for Windows V2.0 by Microsoft
o Multimate V3.3, V4.0 by Borland International
o Norton AntiVirus V1.5, V2.0 by Symantec/Peter Norton Computing
o Norton Desktop for Windows V1.0, V2.0 by Symantec/Peter Norton Computing
o Norton Utilities/Advanced V4.5, V5.0 by Symantec/Peter Norton Computing
o Norton Utilities for Mac V1.0, V1.1, V2.0 by Symantec/Peter Norton
Computin
o PageMaker V4.0 by Aldus
o PageMaker for Mac V4.0, V4.2 by Aldus
o Paradox V3.0, V3.5, V4.0 by Borland International
o PKZIP V2.04 by PKWare
o PowerPoint V3.0 by Microsoft
o PowerPoint for Mac V2.01 by Microsoft
o PowerPoint for Windows V2.0E by Microsoft
o Q&A V3.0, V4.0 by Symantec
o QuarkXPress for Mac V3.1 by Quark
o Quattro Pro V2.0, V3.0, V4.0 by Borland International
o Timeline V4.0, V5.0 by Symantec Corporation
o Timeline for Windows V1.0 by Symantec Corporation
o WordPerfect V5.0, V5.1 by WordPerfect
o WordPerfect for Mac V2.03, V2.1 by WordPerfect
o WordPerfect for OS/2 V5.0 by WordPerfect
o WordPerfect for Windows V5.1, V5.2 by WordPerfect
All product and company names are trademarks or registered trademarks of
their respective holders.
PERSONAL SYSTEMS SUPPORT FAMILY SERVICES 23
3.0 USING THE IBM SUPPORT CENTER
_________________________________
Software Solution Services (the IBM Support Center for the Personal Systems
Support Family) provides technical assistance for supported Personal Systems
software products.
3.1 BEFORE YOU CALL SUPPORT
____________________________
To provide prompt and accurate assistance, the Support Center depends on you
to identify the source of your problem and to make an effort to resolve it
using the available resources. Your first step should be to consult the
appropriate product documentation. For example, the OS/2 manual "Using the
Operating System" contains a chapter entitled "Solving Problems." This
chapter provides information you can use to try and solve many problems your-
self. You should also research your question or problem using the support
tools available:
IBM FAX provides up-to-date product, software, and education information
7 days a week, 24 hours a day. There is no charge associated with this
service. The number for the IBM FAX Information Service is
1-800-IBM-4FAX (1-800-426-4329) for both Canadian and U.S. customers.
! o Bulletin Boards, Forums, known problem databases, etc. available on the
! following electronic vehicles:
! - TalkLink, see page 42
! - ServiceLink, see page 46
! - CompuServe, see page 49
! - Internet, see page 52
o Any CD-ROM packages containing technical information
o Quick-Help System for IBM Software Service & Support
The Quick-Help System is available 24 hours a day, and provides customers
free access to answers to the most frequently asked technical support
questions, both usage and defect-related. It also provides product
information, access to a sales person to order products, and access to an
extensive FAX library of hints and tips.
To access the intelligent voice response system, call the IBM Personal
Software Solution Center at 1-800-992-4777 and follow the prompts. To
access the technical tips, press 1 for technical support on a software
problem, and then press 1 for Quick-Help tips and answers.
USING THE IBM SUPPORT CENTER 24
! NOTE: A complete "map" of the IBM Quick-Help VRU is available via FAX.
! For efficient use of this system, you should periodically request
! this FAX for an overall view of the VRU options and menu items.
! This FAX can be obtained by calling 1-800-992-4777 and choosing
! option 4 on the main menu (for verbal or FAX instructions on how
! to use this system ...). Entering a "1" at any time during the
! subsequent message will then prompt you for your FAX information.
If you cannot resolve your question or problem using these resources, collect
! the information specified in the "Personal Systems Support Family Problem
! Reporting Guide" prior to placing a call for support (see page 1 for informa-
! tion about this document).
You must also ensure that you have your Personal Systems Support Family cus-
tomer ID and PIN numbers available. These numbers were given to you when you
signed your Support Line contract.
3.2 PLACING YOUR CALL
______________________
After you have completed the process described in "Before You Call Support"
and have been unable to resolve your question or problem, call IBM Software
Solution Services at 1-800-992-4777. (Customers may also use the Single
! Point of Contact number, 1-800-237-5511, to access this service.) If you are
! calling during your Getting Started period, a subsequent toll call may be
! required to access voice support.
! NOTE: An auto-entitlement voice-response system has been implemented which
! will automatically create your problem record based on information you
! provide, and send it to the correct support location. This option is
! available if you have purchased a Support Line contract and know your
! customer number and PIN. See "Using the SOCRATES/PSSF Auto-
! Entitlement System" on page 30 for full instructions on using this
! system.
! The Software Solution Services representative will ask for your product reg-
! istration number (if you are calling during your Getting Started period), or
! your customer ID and PIN numbers (if you have purchased a Support Line con-
! tract) to verify your entitlement and level of support. A problem management
record (PMR) will be created in the Support Center's RETAIN database to track
your incident, and it will be updated with your incident description. You
will be given the assigned problem number (PMR number); please make note of
this number and use it for any future calls for assistance with the same
incident. A description and history of your incident will be maintained in
this problem record, so you will not have to repeat information if resolution
of your incident requires more than one telephone conversation. Your PMR
will be assigned a severity code, based on the following definitions:
o Severity 1 - You are not able to use a program. This is a critical con-
dition that requires an immediate solution.
o Severity 2 - You are able to use the program but are severely restricted.
USING THE IBM SUPPORT CENTER 25
o Severity 3 - You are able to use the program with limited functions that
are not critical to the overall operation.
o Severity 4 - You have found a way to circumvent the problem.
3.3 HOW SUPPORT HANDLES YOUR CALL
__________________________________
The Software Solution Services representative will assist you, if necessary,
in determining the failing product. The representative might search the
database of known problems for the resolution for your incident. Or, if you
are calling during regular business hours, you might be passed directly to
the next level of support, the Product Specialist. (There are separate
support locations for each product set in the Support Family. Some products
have live call transfer; for others you will receive a callback within two
business hours.)
The PRODUCT SPECIALIST will assist with incident resolution by:
o Answering questions pertaining to the use and operation of current
releases of eligible programs
o Searching the known-problem database for defect correction information,
if required
o Assisting with identification of the source of a problem
Nearly 70% of the calls received by the Support Center are resolved during
the initial call. However, if more extensive analysis is required to isolate
and resolve the problem, the Product Specialist will forward your problem
management record to a Product Expert. The PRODUCT EXPERT will call you back
and will continue with incident resolution by:
o Providing incident ownership to closure
o Providing problem analysis
The Support Center's goal is to place this callback before the end of the
next business day.
If you have purchased the Support Line option for Multivendor Coordination
Support, when a problem is determined not to be in IBM code, but in a vendor
or business partner's software with whom IBM has a Multivendor Solution
Support agreement, IBM will contact the vendor. IBM will explain the custom-
er's problem, and obtain agreement to transfer the problem to the vendor's
support organization for resolution. The problem will remain open and IBM
support will maintain communications with the customer until the problem is
resolved.
There are two restrictions to this service:
1. Software Solution Services should not be the first contact point if it is
known that the problem is not in any IBM software.
USING THE IBM SUPPORT CENTER 26
2. The customer will be responsible for any fees associated with the ven-
dor's service and support.
NOTE: This service is included in Support Line Premium and is not available
with the Personal Systems Support Line Per Incident option.
3.4 DEFECT RESOLUTION
______________________
If the Product Expert determines that the problem you have encountered is a
defect in IBM-supported code which has not previously been reported, we will
collect as much diagnostic information as possible from you and try to re-
create the problem. If we can re-create the problem or feel certain we have
enough information to perform the necessary debugging, an APAR (Authorized
Program Analysis Report) is created in the Retain database and the appro-
priate development team is notified. (Please make note of the APAR number
for future reference.) When appropriate, the Product Expert will attempt to
develop a work-around to be used until a fix for the APAR is developed and
available.
3.5 CLOSING A PMR
__________________
Problem Management Records are closed when they are inactive and no further
action is required. This generally means that a mutually acceptable solution
has been provided, or that a solution has been provided and the PMR has been
inactive for 28 days or more. All PMRs are purged out of the Retain database
28 days after they have been closed. As soon as they have been purged, no
information regarding the PMR is available.
3.6 ESCALATION PROCEDURES
__________________________
If at any time you are not satisfied, you may ask to speak to a "duty
manager." The duty manager will determine what resources are required and
ensure your incident receives prompt attention.
If you are still not satisfied with the response you are receiving, call
1-800-992-4777 and ask for the Solution Management Center.
3.7 ADDITIONAL ASSISTANCE
__________________________
IBM provides several alternative sources for obtaining assistance beyond the
scope of the Support Line telephone support structure. These include:
o QUICK-HELP SYSTEM FOR IBM SOFTWARE SERVICE & SUPPORT
The Quick-Help System is available 24 hours a day, and provides customers
free access to answers to the most frequently asked technical support
questions, both usage and defect-related. It also provides product
USING THE IBM SUPPORT CENTER 27
information, access to a salesperson to order products, and access to an
extensive FAX library of hints and tips.
To access the intelligent voice response system, call the IBM Personal
Software Solution Center at 1-800-992-4777 and follow the prompts. To
access the technical tips, press 1 for technical support on a software
problem, and then press 1 for Quick-Help tips and answers.
! NOTE: A complete "map" of the IBM Quick-Help VRU is available via FAX.
! For efficient use of this system, you should periodically request
! this FAX for an overall view of the VRU options and menu items.
! This FAX can be obtained by calling 1-800-992-4777 and choosing
! option 4 on the main menu (for verbal or FAX instructions on how
! to use this system ...). Entering a "1" at any time during the
! subsequent message will then prompt you for your FAX information.
o IBM FAX INFORMATION SERVICE
IBM FAX provides up-to-date product, software, and education information
7 days a week, 24 hours a day. There is no charge associated with this
service. The number for the IBM FAX Information Service is
1-800-IBM-4FAX (1-800-426-4329) for both Canadian and U.S. customers.
o TALKLINK
TalkLink is an IBM service available via IBMLink. Customers can converse
electronically with each other and the worldwide internal IBM community
on a wide variety of topics related to the acquisition, installation,
support, and use of products and services marketed by IBM or a related
business affiliate. TalkLink provides access to the OS/2, DOS, Network
Systems and Local Area Network Bulletin Boards, providing customers the
capability to review information electronically, submit questions or
requests and receive answers or information.
To obtain more information, see 5.0, "TALKLINK" on page 42. To obtain an
information package and registration information for TalkLink call
1-800-547-1283 in the U.S.; Canadian customers call 1-800-465-7999 exten-
sion 228.
o TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM
Customers can purchase each individual monthly Technical Connection
CD-ROM that provides databases containing:
- APAR information
- ServicePaks (when available)
- Tips and techniques regarding installation, operation, and perform-
ance tuning
USING THE IBM SUPPORT CENTER 28
- Answers to commonly asked questions pertaining to Personal Systems
products
For more information about the Technical Connection CD-ROM, or to place
an order for one, contact Software Solution Services at 1-800-992-4777.
o SERVICEPAK
A ServicePak provides a collection of many fixes and is distributed and
installed as a package. ServicePaks and interim or pervasive fixes are
released to all distribution channels. Not all products produce a
ServicePak as part of their service process.
o TECHNICAL EDUCATION
Technical classes are available for customers who want in-depth knowledge
about the Personal Systems Products. For information on courses and
costs, contact IBM Skill Dynamics at 1-800-IBM-TEACh or in Canada at
1-800-465-1234. In addition to the classes offered by Skill Dynamics,
there are several in-depth technical classes available from the support
locations. Appendix C contains a description of these classes. Contact
the Solution Management Center at 1-800-992-4777 for more information.
o PERSONAL SYSTEMS CONSULT LINE
The Personal Systems Consult Line service helps customers better under-
stand and more effectively use their OS/2 and DOS systems by providing
telephone access to Technical Specialists. These Specialists will
consult with the customer during pre-arranged conference calls in areas
pertaining to OS/2, LAN systems, and other IBM PC software. They will
assist customers in maximizing the use of their systems by providing
guidance and recommendations. With Personal Systems Consult Line, the
customer receives direct access to Technical Specialists who provide con-
sultation in the areas of:
- Systems management and performance
- Evaluation of designs
- Guidance toward best approach and use of various systems
For more information, contact the Personal Systems Support Family Sol-
ution Management Center at 1-800-992-4777 from 8 AM to 5 PM Central Time,
Monday through Friday. Corporate customers should call the Personal
! Systems Support Family Information Center (Project Office) from 8 AM to 5
PM Eastern Time, Monday through Friday, at 1-800-799-7765 (or fax a note
to 800-426-6494). Canadian customers should call the Support Family
Project Office at 1-800-465-9600.
o PERSONAL SYSTEMS HOUSE CALL
USING THE IBM SUPPORT CENTER 29
This service helps customers minimize the resources needed to perform
system maintenance activities by providing on-site access to Technical
Specialists or Product Experts for the Personal Software products. The
Technical Specialist or Product Expert can assist customers by answering
questions and performing specific services pertaining to the use, opera-
tion, maintenance, or extended problem determination of the Personal
Systems products. With Personal Systems House Call customers receive:
- Support from Technical Specialists or Product Experts at the cus-
tomers' locations
- Assistance with software installation activities, ServicePak instal-
lation, problem determination, or other tasks mutually agreed upon
between IBM and the customers
For more information, contact the Personal Systems Support Family Sol-
ution Management Center at 1-800-992-4777 from 8 AM to 5 PM Central Time,
Monday through Friday. Corporate customers should call the Personal
! Systems Support Family Information Center (Project Office) from 8 AM to 5
PM Eastern Time, Monday through Friday, at 1-800-799-7765 (or fax a note
to 800-426-6494). Canadian customers should call the Support Family
Project Office at 1-800-465-9600.
o IBM PERSONAL SYSTEMS HELPCENTER
Support for IBM PC Company hardware products is provided through the IBM
Personal Systems HelpCenter. The HelpCenter can answer questions on
usage, installation, configuration and perform problem determination. If
it is determined that the customer's machine needs to be repaired, the
HelpCenter will help the customer get it serviced. Additionally, the
HelpCenter can help customers locate IBM authorized dealers and their
area.
The phone number for the IBM Personal Systems HelpCenter is
1-800-PS2-2227 (1-800-772-2227) in the U.S.; Canadian customers call
1-800-465-3344.
3.8 ANY QUESTIONS?
___________________
If you have any questions about how to use the Support Center, call
1-800-992-4777 and ask for the Solution Management Center.
USING THE IBM SUPPORT CENTER 30
! 4.0 USING THE SOCRATES/PSSF AUTO-ENTITLEMENT SYSTEM
____________________________________________________
! The following information is provided to assist customers who call
! 1-800-992-4777 and use the Personal Systems Support Family auto-entitlement
! tool for problem reporting.
! NOTE: A complete "map" of the IBM Quick-Help VRU is available via FAX. For
! efficient use of this system, you should periodically request this FAX
! for an overall view of the VRU options and menu items. This FAX can
! be obtained by calling 1-800-992-4777 and choosing option 4 on the
! main menu (for verbal or FAX instructions on how to use this system
! ...). Entering a "1" at any time during the subsequent message will
! then prompt you for your FAX information.
! In order to report a Personal Systems software problem, perform the following
! steps:
! 1. Call 1-800-992-4777.
! o Choose option 1 on the main menu (you are calling about a software
! problem).
! o Choose option 4 on the next menu (for options to access live tech-
! nical assistance).
! o Choose option 1 on the next menu (IF YOU HAVE PURCHASED A SUPPORT
! LINE CONTRACT AND KNOW YOUR CUSTOMER NUMBER AND PIN).
! NOTE: At any time, you can enter "*" to back up to the previous menu.
! 2. Enter your customer number (7 or 8 digits), followed by the # key.
! 3. Enter your 4-digit PIN number, followed by the # key.
! 4. Choose "1" for a new problem, or "2" if you are calling about a
! previously-opened (existing) problem.
! If a problem record has been closed for less than 28 days it can be
! re-submitted TO THE SUPPORT CENTER THAT LAST WORKED ON IT. If you
! choose option "2" to re-submit an existing problem, you will have 6
! choices. Options 1 through 5 are your five most recent problem
! numbers. You may select one of these, or option "6" will transfer
! you to a SOCRATES support representative to re-open any of your other
! existing problems.
! All problem records are associated with the entitlement record and
! PIN of the person who originally opened the PMR. If you need to re-
! submit an existing problem record that was opened by someone else,
! you will have to choose option "6" to speak to a SOCRATES support
! representative.
Using the SOCRATES/PSSF Auto-Entitlement System 31
! 5. If you choose to open a new problem record, you are presented with the
! following options:
! o Options "1" through "4" offer the last four products you called
! about. You may choose one of these.
! o Option "5" allows you to enter the 4-digit product code associated
! with the product you need assistance for, followed by the "#" key.
! Then, enter "1" to verify that you have chosen the correct product,
! or "2" to change the product and enter a different 4-digit code.
! The 4-digit product codes are provided following these instructions.
! Also, the current list of product codes can be obtained by calling
! 1-800-IBM-4FAX and requesting document number 3042.
! NOTE: If you enter a product code that is not included in your
! Support Line contract, you will be transferred to a SOCRATES
! support representative.
! o Option "6" will transfer you to a SOCRATES support representative to
! obtain support for a product not included in options 1 through 4 and
! for which you don't know the 4-digit product code.
! 6. If the product you selected is supported under more than one Personal
! Systems Support Family contract (that is, multiple contracts under the
! customer number and PIN that you originally entered), you will be pre-
! sented with each of the contracts, and the key to press to choose the one
! you wish this problem logged against. The final option is to use a con-
! tract that is not listed (at this point you will be transferred to a
! SOCRATES support representative).
! 7. If your contract includes Priority Handling, you are asked to enter "1"
! if this problem should be handled via the standard process, or "2" if you
! wish to invoke Priority Handling.
! 8. If the product you selected has multiple support teams, you will be asked
! to choose which team your problem should be routed to. For example, OS/2
! and OS/2 WARP operating system support has several teams:
! o Install - installation of the base operating system and the WARP
! Bonus Pak
! o Disk - hard disk or file-system-related problems
! o Windows emulation - Windows applications and WIN-OS/2 subsystem (com-
! patibility, INI file settings, etc.)
! o DOS emulation - DOS applications, DOS startup (virtual machine boot)
! o Print - all print output in DOS, Windows or OS/2 sessions; print per-
! formance and LPT port configuration
! o Video - all graphical output in DOS, Windows or OS/2 sessions
Using the SOCRATES/PSSF Auto-Entitlement System 32
! o Hangs or traps - problems that cause the SYSTEM to halt or fail after
! installation is complete
! o WorkPlace Shell - PM and WorkPlace Shell user interface questions and
! problems
! o Mouse, keyboard or COM port - all I/O-related issues that are not
! disk, print, video or DOSLAN
! o Development tools - system performance, Toolkit, memory-related prob-
! lems
! o Multimedia, CD-ROM, and Video-In - DOS, Windows and Ultimotion Video
! In programs running on OS/2 - installation, configuration, hardware
! and software requirements
! 9. Next, you will be provided with the phone number we have on file for you.
! Press "1" to verify it, or "2" to change it.
! 10. A RETAIN Problem Management Record (PMR) is now created and sent to the
! appropriate support location. You are provided with the problem record
! number - please make note of it for future reference to this same
! problem.
! 11. If the support center has "live" transfer to their support represen-
! tatives, you will be advised to remain on the line and you will be trans-
! ferred automatically to the next available support representative.
! If the support center operates in callback mode, you will be advised that
! your problem record has been logged and that you will receive a callback.
! At this time you are routed back to the main menu to select another
! option, or you may hang up.
Using the SOCRATES/PSSF Auto-Entitlement System 33
! The following are the 4-digit product codes which can be provided when using
! the auto-entitlement process to enter your problem record. Using the correct
! code will enable the tool to create a problem record and automatically route
! it to the correct support location. Included are all the product codes for
! SUPPORT LINE STANDARD AND PREMIUM. Note that if you enter a product code
! that is not included in your contract, you will be transferred to a SOCRATES
! support representative to determine if you wish to purchase support for that
! product.
! CODE DESCRIPTION VERSION
! ---- ------------------------------------------ -------
! 1191 Address Book Synchronization/2 110
! 1817 Address Book Synchronization/2 for OS/2 200
! 1868 AFP Font Collection 140
! 1162 AFP/Workbench 200
! 1869 AnyNet APPC over TCP/IP for Windows 100
! 1829 Anynet SNA over TCP/IP Gateway for OS/2 100
! 1461 AnyNet/2 200
! 1211 AnyNet/2 100
! 1463 AnyNet/2 Sockets over SNA Gateway 110
! 1212 Anynet/2 Sockets over SNA Gateway 100
! 1454 AnyNet/2 VTAM V3R4.2 AnyNet Download Feature
! 1462 AnyNet/2 VTAM V4R2 AnyNet Download Feature
! 1392 APL2/2 110
! 1865 APPC Networking Services for Windows 100
! 1442 APPC/PC 110
! 1163 BookManager Build/2 120
! 1166 BookManager Read for Windows 200
! 1165 BookManager Read/2 121
! 1164 BookManager Read/DOS 120
! 1389 C Set ++ - C/C++ Tools on OS/2 210
! 1388 C Set ++ - C/C++ Tools on OS/2 200
! 1822 C to PLI Conversion Utility 110
! 1340 CAE/2 110
! 1344 CAE/DOS 110
! 1113 CALLPATH /2 Toolkit Feature 110
! 1172 CALLPATH CALLCOORDINATOR/2 110
! 1174 CALLPATH CALLCOORDINATOR/2 Archive Feature 110
! 1175 CALLPATH CALLCOORDINATOR/2 Server Feature 110
! 1195 CALLPATH DirectTalk/2 200
! 1194 CALLPATH DirectTalk/2 111
! 1193 CALLPATH DirectTalk/2 110
! 1765 CALLPATH SERVER/2 110
! 1118 CALLPATH SWITCHSERVER/2 100
! 1112 CALLPATH/2 110
! 1126 CALLPATH/DOS for WINDOWS 100
! 1849 CICS Client for DOS 100
! 1855 CICS Client for Macintosh 100
! 1854 CICS Client for OS/2 100
! 1856 CICS Client for Windows 100
! 1851 CICS Microsoft Platform(Multi User) 100
! 1852 CICS Microsoft Platform(Single User) 100
Using the SOCRATES/PSSF Auto-Entitlement System 34
! 1109 CICS OS/2 V2 Multi-User 200
! 1108 CICS OS/2 V2 Single User 200
! 1233 COMMANDTREE/2 100
! 1215 COMMUNICATIONS MANAGER/2 110
! 1099 COMMUNICATIONS MANAGER/2 100
! 1207 Current OV/VM 110
! 1205 Current OV/400 110
! 1206 Current OV/MVS 110
! 1235 DatagLANce Network Ethernet and Token-Ring 100
! 1807 DataGuide for Lotus Notes 100
! 1806 DataGuide for Windows 100
! 1749 DataGuide/2 100
! 1393 DataHub and DataHub Support for OS/2 110
! 1399 DataHub Support/2 - Platform 110
! 1400 DataHub Support/2 - Tools 110
! 1394 DataHub/2 - tools 110
! 1477 DataPropagator Rel/2 110
! 1755 DataPropagator Relational Apply/MVS 110
! 1756 DataPropagator Relational Capture/MVS 110
! 1754 DataPropagator Relational/2 110
! 1758 DB2 Estimator 110
! 1096 DB2/2 100
! 1339 DB2/2 120
! 1862 DCAF 130
! 1239 DCAF 120
! 1238 DCAF 110
! 1335 DCE Client for OS/2 100
! 1334 DCE Client for OS/2 encrypted 100
! 1330 DCE Client for Windows 100
! 1331 DCE Client for Windows encrypted 100
! 1333 DCE OS/2 Cell Directory Services 100
! 1484 DCE OS/2 MPTS 100
! 1332 DCE OS/2 Security Services 100
! 1336 DCE SDK for OS/2 and Windows 100
! 1093 DDCS/2 200
! 1804 DOS LAN Services(DLS)/DOS LAN Requester 400
! 1038 DOS LAN Requester 3.0 300
! 1793 Faxworks for WARP 100
! 1173 Flowmark for OS/2 110
! 1176 FORMTALK 100
! 1196 GDDM OS/2 Link 100
! 1198 GDDM PCLK (MVS) 230
! 1197 GDDM PCLK (VMXA) 230
! 1199 GDDM PCLK (VSE) 230
! 1240 GRAPHICSVIEW/2 110
! 1794 HyperACCESS Lite for WARP 100
! 1278 ImagePlus Capture Facility/2 (ICPF) 110
! 1296 ImagePlus Intelligent Forms 110 (IPFO) 110
! 1297 ImagePlus Intelligent Forms 111 (IPFO) 111
! 1300 ImagePlus Object Distribution Manager/2 100 100
! 1301 ImagePlus Object Distribution Manager/2 200 200
! 1274 ImagePlus Workstation Comm. Interface (IWCI) 110
! 1270 ImagePlus/2 100
! 1020 IMG ADAPTER/A DEVICE DRIVER 102
Using the SOCRATES/PSSF Auto-Entitlement System 35
! 1790 Install Utility for Bonus Pak 300
! 1441 Intelligent Hub Mgmnt Program, DOS Entry 100
! 1789 Internet Access for WARP 300
! 1819 Internet Connection for Windows 300
! 1298 IRM Client Services/2 130
! 1299 IRM Client Services/2 230 230
! 1272 IRM Server/2 230
! 1271 IRM Server/2 130
! 1255 IWP/2 120 120
! 1259 IWP/2 121 121
! 1263 IWP/WIN 110 110
! 1241 LAN BRIDGE MANAGER/2 100
! 1446 LAN Distance Connection Server - 8 ports 110
! 1445 LAN Distance Connection Server - 8 ports 100
! 1447 LAN Distance Connection Server -32 Ports 100
! 1448 LAN Distance Connection Server-32 Ports 110
! 1444 LAN Distance Remote 110
! 1443 LAN Distance Remote 100
! 1246 LAN NETVIEW ENABLER 100
! 1244 LAN NETVIEW AGENTS EXTENDED 100
! 1245 LAN NETVIEW AGENTS FOR DOS 100
! 1248 LAN NETVIEW FIX 100
! 1250 LAN NETVIEW MANAGE 100
! 1251 LAN NETVIEW MANAGEMENT UTILITY FOR OS/2 100
! 1256 LAN NETVIEW MONITOR 100
! 1258 LAN NETVIEW START 110
! 1260 LAN NETVIEW TIE 100
! 1253 LAN NETWORK MANAGER 110
! 1254 LAN NETWORK MANAGER ENTRY 100
! 1803 LAN Requester 400
! 1037 LAN Requester 3.0 300
! 1048 LAN Server - MACINTOSH 100
! 1036 LAN Server 3.0 300
! 1802 LAN Server 4.0 400
! 1449 LAN Server Ultimedia 100
! 1227 LAN STREAMER BRIDGE 100
! 1481 LAN Support Program 130
! 1226 LAN TO LAN WAN 107
! 1850 LAN to LAN Wan Entry 110
! 1349 LANalyzer for Windows 210
! 1348 LANalyzer for Windows 200
! 1327 LANalyzer for Windows from IBM 210
! 1209 LANDP/2 210
! 1208 LANDP/DOS 210
! 1791 Languageware for WARP 120
! 1159 Lotus Notes, ONLY when part Advanced Server 300
! 1801 MMPM/2 300
! 1019 MMPM/2 TOOLKIT 110
! 1018 MMPM/2 TOOLKIT 100
! 1016 MMPM/2 V100 100
! 1017 MMPM/2 V110 110
! 1845 MPTS/2 400
! 1439 MQM (AS/400) 110
! 1438 MQM (MVS/ESA) 110
Using the SOCRATES/PSSF Auto-Entitlement System 36
! 1264 MTAE OS2 100
! 1797 Multimedia Viewer for WARP 102
! 1021 MVGA/MUL XGA DEVICE DRIVER 100
! 1132 NETBIOS for TCP/IP OS/2 100
! 1228 NETDA/2 111
! 1269 NETSP 110
! 1273 NETVIEW /PC 110
! 1104 Netview DM/2 200
! 1103 Netview DM/2 110
! 1440 Netview DM/NETWARE 110
! 1736 NetView for Windows 110
! 1457 Netview FTP Client/2 100
! 1456 Netview FTP Server/2 100
! 1268 NETVIEW NETWORK PLANNER/2 100
! 1276 NETVIEW/PC 130
! 1275 NETVIEW/PC 120
! 1367 NetWare 2.2 220
! 1366 Netware 3.12 312
! 1064 NetWare 3270 LAN WORKSTATION FOR DOS 200
! 1386 NetWare 4.01 401
! 1385 NetWare 4.01 for OS/2 401
! 1815 Netware 4.02 402
! 1857 Netware 4.1 410
! 1353 NetWare Client Kit for DOS/Windows 110
! 1321 NetWare Client Kit for DOS/Windows from IBM 110
! 1355 NetWare Client Kit for OS/2 210
! 1858 Netware Client Kit for OS/2 211
! 1319 NetWare Client Kit for OS/2 from IBM 210
! 1360 NetWare for Macintosh 400
! 1359 NetWare for Macintosh 312
! 1358 NetWare for Macintosh Client 100
! 1362 NetWare for SAA 13B
! 1364 NetWare for SAA Services Manager 201
! 1816 Netware from IBM 4.02 402
! 1369 NetWare HostPrint 110
! 1371 NetWare Management Agents 150
! 1377 NetWare NFS Gateway 110
! 1381 Netware SFT III 311
! 1071 NetWare SFT III from IBM 311
! 1382 NetWare SNA Links 100
! 1383 NetWare Workstation Kit for OS/2 130
! 1387 NetWare/IP 110
! 1315 NetWare/IP from IBM 110
! 1267 NETWORK DOOR/2 110
! 1450 Networking Services / DOS (NSDOS) 100
! 1451 Networking Services/DOS (NSDOS) 101
! 1453 Networking Systems/DOS (NSDOS) 110
! 1452 Networking Systems/DOS (NSDOS) 102
! 1039 NTS/2 100 100
! 1294 Oasas I Disk Array Management 200
! 1010 OS/2 2.1 Base Operating System 210
! 1782 OS/2 2.11 Manufacture Refresh(MR1), 211
! 1764 OS/2 2.11 SMP - 1 to 2 Processor 211
! 1771 OS/2 2.11 SMP -1 to 16 Processors 211
Using the SOCRATES/PSSF Auto-Entitlement System 37
! 1770 OS/2 2.11 SMP -1 to 7 Processors 211
! 1129 OS/2 for Windows 210
! 1013 OS/2 TOOLKIT v210 210
! 1805 OS/2 WARP ver3 300
! 1800 OS/2 WARP Toolkit 300
! 1859 OS/2 WARP with WIN-OS/2 Version 300 300
! 1213 OSICS/2 100
! 1214 OSIFS/2 110
! 1106 OSIFS/2 100
! 1779 PC AS/400 & 3270 for Windows V4.0 400
! 1846 PC AS/400 & PC/3270 for OS/2 400
! 1848 PC AS/400 for OS/2 v4.0 400
! 1775 PC AS/400 V4.0 for Windows 400
! 1860 PC DOS 700
! 1662 PC DOS IBM V630 630
! 1661 PC DOS IBM V610 610
! 1046 PC LAN PROGRAM 134
! 1420 PC NODE MANAGER 110
! 1861 PC Tools File Transfer Tape
! 1217 PC TSO File Transfer 112
! 1216 PC VM File Transfer 111
! 1219 PC/3270 DOS 310
! 1218 PC/3270 DOS 300
! 1220 PC/3270 ENTRY 300
! 1221 PC/3270 ENTRY CCA 300
! 1223 PC/3270 ENTRY EMULATION 310
! 1222 PC/3270 ENTRY EMULATION 200
! 1847 PC/3270 for OS/2 v4.0 400
! 1777 PC/3270 V4.0(DOS) 400
! 1776 PC/3270 v4.0(Entry) 400
! 1778 PC/3270 v4.0(Windows) 400
! 1225 PC/3270 WINDOWS 310
! 1224 PC/3270 WINDOWS 300
! 1783 PcommToolkit for Visual Basic 100
! 1023 PEN FOR OS/2 100
! 1125 PENDOS 220
! 1798 Person to Person for WARP 103
! 1293 Person to Person for Windows 102
! 1292 Person to Person for Windows 100
! 1291 Person to Person/2 102
! 1290 Person to Person/2 101
! 1289 Person to Person/2 100
! 1187 Personal AS Builder/2 300
! 1179 Personal AS Business Planning for Windows 100
! 1183 Personal AS Business Planning/2 200
! 1185 Personal AS Development /2 200
! 1178 Personal AS Development for Windows 100
! 1177 Personal AS for Windows 100
! 1182 Personal AS Project Management/2 200
! 1180 Personal AS Statistics for Windows 100
! 1184 Personal AS Statistics/2 200
! 1186 Personal AS/2 300
! 1181 Personal AS/2 200
! 1669 Personal Communication/3270 V300 300
Using the SOCRATES/PSSF Auto-Entitlement System 38
! 1408 PL/1 Package/2 - AD Cycle 2 111
! 1407 PL/1 Package/2 - AD Cycle 2 110
! 1402 PL/1 Package/2 - AD Cycle I 110
! 1403 PL/1 Package/2 - AD Cycle i 111
! 1405 PL/1 Package/2 - Base 111
! 1404 PL/1 Package/2 - Base 110
! 1409 PL/1 Package/2 - Library 111
! 1406 PL/1 Package/2 - Library 110
! 1824 PL/I for OS/2 Compiler 110
! 1823 PL/I for OS/2 Developer Toolkit 210
! 1827 PL/I for OS/2 I & M Utility 110
! 1825 PL/I for OS/2 LE/2 Base 110
! 1826 PL/I for OS/2 Library 110
! 1834 PL/I for OS/2 Personal Compiler 110
! 1835 PL/I for OS/2 Personal I&M Utility 110
! 1836 PL/I for OS/2 Personal LE/2 Base 110
! 1837 PL/I for OS/2 Personal Library 110
! 1838 PL/I for OS/2 Personal RLIO 110
! 1828 PL/I for OS/2 RLIO 110
! 1413 Prolog/2 104
! 1412 Prolog/2 103
! 1411 Prolog/2 102
! 1410 Prolog/2 101
! 1832 PSF/2 for OS/2 200
! 1160 PSF/2 Print Services Facility/2 110
! 1748 ReDiscovery/MVS 110
! 1421 Remote Print Manager (RPM) V2 200
! 1422 Remote Print Manager (RPM) V3 300
! 1288 ROUTEXPANDER/2 100
! 1342 SDK/2 110
! 1346 SDK/DOS 110
! 1284 SDPM 211
! 1202 SearchManager Client/DOS 100
! 1201 SearchManager LAN Services/2 100
! 1200 SearchManager/2 100
! 1022 SECURED DOS - DES 100
! 1808 Smalltalk for OS.2 200
! 1809 Smalltalk for Windows 200
! 1810 Smalltalk Team for OS/2 200
! 1811 Smalltalk Team for Windows 200
! 1762 SPM/2 200
! 1041 SYS PERFORMANCE MONITOR/2 V200 200
! 1796 SYSINFO for WARP 230
! 1102 TCP/IP -DOS 211
! 1130 TCP/IP for OS2 200
! 1204 Thesaurus Toolkit/2 100
! 1203 Thesaurus/2 100
! 1190 Time and Place Connectivity/2 120
! 1188 Time and Place/2 200
! 1416 TIRS - DEVT/2 131
! 1414 TIRS - DEVT/2 130
! 1417 TIRS - RT/2 131
! 1415 TIRS - RT/2 130
! 1229 Token Ring Bridge Local 100
Using the SOCRATES/PSSF Auto-Entitlement System 39
! 1787 Token Ring Network Bridge 220
! 1230 Token Ring Network Bridge Remote 100
! 1795 UltiMail Lite for WARP 200
! 1231 ULTIMEDIA VIDEOCHARGER 100
! 1044 USER PROFILE MGMT FOR EXTENDED 3.0 300
! 1043 USER PROFILE MGMT FOR LAN SERVER 3.0 300
! 1459 Video In for WARP 100
! 1833 Visual Age for OS/2 V2.1 210
! 1210 Visual Document Library 100
! 1814 Visual Document Library 101
! 1821 Visual Tool 110
! 1139 VisualAge V1.0 100
! 1840 VisualAge for Windows V2.1 210
! 1140 VisualAge Team V1.0 100
! 1839 VisualAge Team for OS/2 V2.1 210
! 1841 VisualAge Team for Windows V2.1 210
! 1844 VisualGen AIX Application Generator 110
! 1170 VisualGen Application Generator VSE 100
! 1169 VisualGen Application Generator 100
! 1487 VisualGen Application Generator V1.0 100
! 1168 VisualGen Developer V1.0 100
! 1842 VisualGen Developer V1.1 110
! 1788 VisualGen Host Services for MVS/VSE 110
! 1843 VisualGen OS/2 Application Generator 110
! 1171 VisualGen WorkGroup Services V1.0 100
! 1286 VisualInfo Client 110
! 1285 VisualInfo Library Server 110
! 1287 VisualInfo Object Server 110
! 1468 Visualizer Charts for OS/2 100
! 1472 Visualizer Development for OS/2 100
! 1467 Visualizer Query V1.0 for OS/2 100
! 1785 Visualizer Statistics for OS/2 100
! 1419 WITT 220
! 1418 WITT 210
! 1391 WorkFrame/2 - Application Development 210
! 1390 WorkFrame/2 - Application Development 110
! 1792 Works for WARP 200
! 1232 X.25 EXPANDER 100
! Service has been withdrawn for the following products, however customers can
! purchase a service extension on a special bid basis. These product codes are
! supplied here for those customers who have purchased this support. (These
! products are NOT included in Support Line Standard or Premium contracts.)
Using the SOCRATES/PSSF Auto-Entitlement System 40
! CODE DESCRIPTION VERSION
! ---- ----------------------------------------------- ---
! 1091 DDCS/2 Single User 100
! 1092 DDCS/2 Multi-User 100
! 1137 DOS LAN Requester 1.3 130
! 1306 DOS LAN Requester 2.0 200
! 1138 EE 1.3 Communications Manager 130
! 1134 EE 1.3 Database Manager 130
! 1302 ES Communications Manager 100
! 1303 ES Database Manager 100
! 1136 LAN Requester 1.3 130
! 1305 LAN Requester 2.0 200
! 1135 LAN Server 1.3 130
! 1304 LAN Server 2.0 200
! 1133 OS/2 1.3 Standard Edition 130
Using the SOCRATES/PSSF Auto-Entitlement System 41
5.0 TALKLINK
_____________
TalkLink is an IBM service available via IBMLink. Customers can converse
electronically with each other and the worldwide internal IBM community on a
wide variety of topics related to the acquisition, installation, support, and
use of products and services marketed by IBM or a related business affiliate.
(Refer to the IBM TalkLink contract for TalkLink terms and conditions.)
TalkLink provides the following capabilities for customers to review informa-
tion electronically, submit questions or requests, and receive answers or
information:
o Conferences and forums
- Provides question and answer bulletin boards containing various
product-related topics. Items posted on these bulletin boards are
shared between BBS users and IBM personnel worldwide.
o Customer-to-customer messaging
- Gives customers the ability to send private messages to each other.
o Software library
- Downloads application programs and uploads contributions.
o News and announcements
- Contains recent information regarding products and services.
o Search Service
- Searches IBM databases via interactive mode. This search facility
includes a large question and answer database of items, IBM System
Center Flashes, and IBM problem management libraries. This database
contains information about problems and fixes. (This search facility
is limited in function if TalkLink is not accessed through IBMLink.)
o Support
- Customers can initiate, review, or respond to dialog in the confer-
encing areas. The conference or forum owner will monitor these
entries for appropriate responses. Users can also place orders for
product-related materials.
- Customers may also request that IBM activate their TalkLink ID for
! submitting requests for IBM Service and Support against their Support
! Line contract. Reference the section "Accessing Support Line Fee
! Services Via TalkLink" on page 43 for details on how to invoke this
! level of support.
TALKLINK 42
- Customers can submit a DEFECT report electronically. IBM will
acknowledge submission of the incident. If it is determined that the
program contains a defect and if a fix is made available, it will be
provided as an interim or pervasive fix or in a future ServicePak.
Customers should monitor TalkLink to determine availability of the
! fix. Reference the section "Reporting a Suspected Code Defect" on
! page 44 for details on how to invoke this level of support.
5.1 INITIATING AND INSTALLING TALKLINK
_______________________________________
To obtain an information package and registration information for TalkLink
call 1-800-547-1283 in the U.S.; Canadian customers call 1-800-465-7999
extension 228.
Included with the TalkLink documentation is a User Guide that guides you
through the installation and setup of TalkLink. Refer to that documentation
for information on initiating the service.
5.1.1 USING TALKLINK
To learn how to use TalkLink, refer to the demo diskette in the TalkLink
installation material folder. The diskette contains information that
explains how to use PMHPO and FORBROWSE.
! 5.2 ACCESSING SUPPORT LINE FEE SERVICES VIA TALKLINK
_____________________________________________________
! To submit a request via TalkLink and receive the level of support provided by
! your Personal Systems Support Family contract you must first have:
! o an IBMLink ID that was obtained from your local IBM marketing represen-
! tative or ADVANTIS
! o this ID must be activated for your Support Line contract (to have your
! TalkLink ID activated, contact the Personal Systems Support Family Infor-
! mation Center (Project Office) at 1-800-799-7765).
! o you must have a PIN (Personal Identification Number) for each contact who
! will be using this service
! When submitting requests for support, you will be asked to provide your PIN
! number, PSSF contract number, and customer number.
! NOTE: Questions or problems submitted in this manner will be charged against
! your Support Line Per Incident contract. (You may also obtain a basic
! level of DEFECT support via the free path in TalkLink. See the
! instructions below, "Reporting a Suspected Code Defect", to use this
! free path. These incidents will NOT be charged against your Support
___
! Line Contract.)
TALKLINK 43
! 5.2.1.1 Instructions for Submitting a Request
! 1. Signon to IBMLink. From the IBMLink main menu go to the command line and
! enter "newtalklink". This will provide a fastpath to the NEwtalklink
! functions (New TalkLink Conferencing Services screen).
! NOTE: If you wish to access the NEwtalklink functions screen using your
! panels, from the IBMLink main menu and subsequent panels select
! the options whose descriptions contain TalkLink. We cannot give
! explicit instructions for the options for these subsequent panels
! since the options vary depending on the services you are entitled
! to.
! 2. On the New TalkLink Conferencing Services screen, select the option for
! OS2bbs1 which is the OS/2 Bulletin Board System.
! 3. Select the option for FEE Services which is Personal Systems Support
! Family Support Line Fee Services.
! NOTE: In order to be eligible for FEE Services, you must sign a PSSF
! contract for Support Line access. Please contact the PSSF Infor-
! mation Center (Project Office) at 1-800-799-7765 if you have
! questions regarding your eligibility. All PSSF Support Line Per
! Incident customers must contact the PSSF Information Center
! (Project Office) to request PIN numbers in order to access FEE
! Services.
! 4. Select the appropriate PSSF FeeServices product area from the menus which
! follow. Press PF8 to complete the Product Support Request Form.
! 5. Complete the Customer Administrative Information screen. To submit your
! incident, select SubmitForm.
! 5.3 REPORTING A SUSPECTED CODE DEFECT
______________________________________
! 5.3.1 WHEN TO USE THE DEFECT PATH
! If you have a PSSF Support Line Standard contract and want to report a sus-
! pected defect (an error in IBM code or documentation) to IBM for a Personal
! Systems Support Family product which IS NOT listed in your Support Line
! Standard contract, you may report these defects to IBM via TalkLink. IBM
! will respond to your report indicating if the defect is known or a fix is
! available. There is no fee incurred from IBM for the responses provided to
! any suspected defects which are reported. If the problem reported is not
! known to be a defect, you will be informed of your support options.
! If you are a PSSF Support Line Premium customer, your contract includes
! support for all products included in the PSSF. Therefore you may submit all
! your Support Line requests via the designated Support Line path for TalkLink.
TALKLINK 44
! Customers without a PSSF Support Line contract who have access to TalkLink
! can use this path to report suspected defects in software code or errors in
! documentation.
! 5.3.2 INSTRUCTIONS FOR REPORTING A SUSPECTED DEFECT
! 1. Signon to IBMLink. From the IBMLink main menu go to the command line and
! enter "newtalklink". This will provide a fastpath to the NEwtalklink
! functions (New TalkLink Conferencing Services screen).
! NOTE: If you wish to access the NEwtalklink functions screen using your
! panels, from the IBMLink main menu and subsequent panels select
! the options whose descriptions contain TalkLink. We cannot give
! explicit instructions for the options for these subsequent panels
! since the options vary depending on the services you are entitled
! to.
! 2. On the New TalkLink Conferencing Services screen, select the option for
! OS2bbs1 which is the OS/2 Bulletin Board System.
! 3. Select the option for IBMSupt which is Personal Systems Support Family
! Defect Submissions.
! 4. Select the option for PROBrpt which is Submit an ETR (Defect Submission).
! 5. Select the appropriate product area from the menus which follow. Com-
! plete the Product Support Request Form. Then select Submit.
! 5.4 SOLVING PROBLEMS
_____________________
! If you need assistance with your customer number, PIN, or Personal Systems
! Support Family contract contact the Personal Systems Information Center
! (Project Office) at 1-800-799-7765. If you do not have the IIN information
! available, or have problems with sign on, please contact the Advantis Help
! Desk at 1-800-727-2222. If you have problems once sign on is complete,
! please contact the IBMLink Customer Support Help Center at 1-800-543-3912.
TALKLINK 45
! 6.0 ELECTRONIC PROBLEM REPORTING VIA SERVICELINK
_________________________________________________
! If you wish to access your Personal Systems Support Line Standard or Premium
! contract and submit problems electronically, you must have a connection to
! ServiceLink via an IBMLink ID. You may acquire an IBMLink ID by contacting
! your local IBM Marketing representative or calling the IBMLink Help Desk at
! 1-800-543-3912 to obtain the name of an IBM representative who can assist you
! in getting an IBMLink ID. You must then call the IBM PSSF Information Center
! (Project Office) at 1-800-799-7765 to activate ServiceLink access to your
! Support Line contract. (If you currently have a connection to ServiceLink
! via an IBMLink ID, you must call the IBM PSSF Information Center to activate
! access to Support Line.)
! NOTE: For ServiceLink access, the Information Center will ask for your
! 7-digit customer number and the IBMLink IDs for the authorized con-
! tacts on your Support Line Standard or Premium contract.
! 6.1 ACCESSING SUPPORT LINE FEE SERVICES VIA SERVICELINK
________________________________________________________
! To submit a PSSF Support Line request via ServiceLink:
! 1. Signon to IBMLink. You must use your IBMLink signons which correspond to
! the same IBM customer number and contact names you have specified in your
! Personal System Support Line contract.
! NOTE: Please see *** below if you need to change your IBMLink signons so
! they will match the above IBM Customer number.
! 2. On the ServiceLink Main Menu screen select the option: ETR.
! 3. On the Electronic Technical Response screen, select the option: ASK
! Ask questions and Support Line Offering requests.
! 4. Then select the option: PSSF Support Line Premium and Standard requests.
! 5. The next screen explains that this path is to be used by Premium and
! Standard PSSF customers. To continue, enter "/" by SELECT this entry to
! CONTINUE.
! *** On the Demographics for Question screen, please ensure the Customer
! ID and the Contact name entered on this screen matches your IBM Customer
! number and one of your contact names from your PSSF Support Line con-
! tract. If your Customer ID does not match, enter the IBM Customer number
! you have listed on your contract in the Customer ID field. This resets
! your default Customer ID for this screen to the needed IBM Customer
! number.
! 6. Complete the rest of this screen as you normally do when submitting an
! ETR.
ELECTRONIC PROBLEM REPORTING VIA SERVICELINK 46
! 7. On the Product_Specific Data screen, you can specify if you would like a
! voice response instead of an electronic response. You will also specify
! the product for which you are requesting support so we may route your ETR
! to the appropriate support group. If you are entitled to Priority Han-
! dling support, you will be given the option to invoke Priority Handling
! for this support request.
! 6.2 REPORTING A SUSPECTED CODE DEFECT
______________________________________
! 6.2.1 WHEN TO USE THE DEFECT PATH
! If you have a PSSF Support Line Standard contract and want to report a sus-
! pected defect (an error in IBM code or documentation) to IBM for a Personal
! Systems Support Family product which IS NOT listed in your Standard PSSF con-
! tract, you may report these defects to IBM via ServiceLink. IBM will respond
! to your report indicating if the defect is known or a fix is available.
! There is no fee incurred from IBM for the responses provided to any suspected
! defects which are reported. If the problem reported is not known to be a
! defect, you will be informed of your support options.
! If you are a PSSF Support Line Premium customer, your contract includes
! support for all products included in the PSSF. Therefore you may submit all
! your Support Line requests via the designated Support Line path for
! ServiceLink.
! Customers without a PSSF Support Line contract who have access to ServiceLink
! can use this path to report suspected defects in software code or errors in
! documentation.
! 6.2.2 INSTRUCTIONS FOR REPORTING A SUSPECTED DEFECT
! To report a suspected defect via ServiceLink:
! 1. Signon to IBMLink.
! 2. On the ServiceLink Main Menu screen select the option: ETR.
! 3. On the Electronic Technical Response screen, select the option: REPORT
! Report a defect (problem) to IBM.
! 4. Then select the option: PC/DOS PC/DOS, OS/2 OPERATING SYSTEMS.
! 5. The next screen explains that this path is to be used to report suspected
! defects. To continue, enter "/" by SELECT this entry to CONTINUE.
! 6. On the Demographics for Question screen, complete the rest of this screen
! as you normally do when submitting an ETR.
! NOTE: The component ID listed on this screen (666666666) is a routing
! component ID we have used. Enter in the product component ID for
! which you are requesting support on the NEXT screen.
ELECTRONIC PROBLEM REPORTING VIA SERVICELINK 47
! 7. On the Product_Specific Data screen, please specify the product informa-
! tion so we can route your ETR to the appropriate support group.
ELECTRONIC PROBLEM REPORTING VIA SERVICELINK 48
! 7.0 ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE
________________________________________________
Electronic support for OS/2 is available on CompuServe Information Service.
The primary purpose of electronic support is to provide a platform where
users of IBM OS/2 can conveniently and freely exchange ideas and information
among themselves and a cross section of the IBM population. Through forums,
divided into areas of interest, you will be able to discuss OS/2 with many
IBM personnel skilled in these interest areas.
CompuServe provides members the ability to:
o read and leave messages for each other
o obtain text files containing tips and techniques
o retrieve program updates and files
o search a large data base for information on OS/2
o read IBM's news articles and announcements
o communicate directly with OS/2 Technical Support
! o report a suspected code DEFECT
7.1 ACCESSING THE OS/2 COMPUSERVE FORUMS
_________________________________________
You can access the OS/2 Forums by entering GO IBMOS2 at any ] prompt.
7.2 REPORTING A SUSPECTED CODE DEFECT
______________________________________
! IBM provides DEFECT support via CompuServe for the Personal Systems Support
! Family products.
! 7.2.1 WHEN TO USE THE DEFECT PATH
! If you have a PSSF Support Line Standard contract and want to report a sus-
! pected defect (an error in IBM code or documentation) to IBM for a Personal
! Systems Support Family product which IS NOT listed in your Standard PSSF con-
! tract, you may report these defects to IBM via CompuServe. IBM will respond
! to your report indicating if the defect is known or a fix is available.
! There is no fee incurred from IBM for the responses provided to any suspected
! defects which are reported. If the problem reported is not known to be a
! defect, you will be informed of your support options.
ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE 49
! If you are a PSSF Support Line Premium customer, your contract includes
! support for all products included in the PSSF. Therefore you may submit all
! your Support Line requests via a designated Support Line path.
! Customers without a PSSF Support Line contract who have access to CompuServe
! can use this path to report suspected defects in software code or errors in
! documentation.
! If you have how-to or other questions about a product, please refer to these
! sources:
! o The product's publications
! o The product's on-line help and README
! o Submit an item to the appropriate section within the one of the IBMOS2
! forums. There are many OS/2 users and IBM employees who volunteer their
! time to assist fellow OS/2 users.
! 7.2.2 INSTRUCTIONS FOR REPORTING A SUSPECTED DEFECT
! If after having discussed an operation or procedure on the forum and
! researched it in the manuals you feel that it is the result of a defect with
! one of the Personal Systems Support Family Products, follow this procedure to
! use CompuServe to report the suspected defect:
! 1. Download PROBLM.TXT from the IBM Files Library (Library 23) in the
! OS2SUPPORT CompuServe forum.
! 2. Fill out the PROBLM.TXT as completely as possible using any editor.
! 3. Using CompuServe e-mail, send the completed PROBLM.TXT form to the corre-
! sponding IBM OS/2 defect reporting ID. OS/2 Base Operating System defect
! reports should be mailed to 76711,610. Defect reports for all other pro-
! ducts Personal Systems Support Family products should be mailed to
! 76711,611.
IBM will reply as soon as possible, within 48 hours of the time we receive
your PROBLM.TXT defect report.
NOTE: The 48 hours excludes weekends and holidays. As an example, if you
mail a PROBLM.TXT report on Friday at 6 PM, we will not receive that
report until Monday morning.
IBM will reply via CompuServe mail to each new PROBLM.TXT defect report we
receive. Our reply to you will include a Problem Management Record (PMR)
number. This number is used by IBM to track each unique problem reported by
each customer. The IBM reply will also include any other information neces-
sary for the situation.
If your problem description matches a previously reported defect that has
been addressed (closed) by IBM, we will provide the explanation, work-around,
ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE 50
or directions to obtain a fix. Most fixes are available for download on
CompuServe.
If your problem description matches a previously reported defect that has not
yet been addressed by IBM, we will inform you that you have added to the
Interested Parties list for the IBM APAR. IBM will contact you once the APAR
has been addressed. (An APAR is an Authorized Program Analysis Report. An
APAR is opened on each unique problem that is to be addressed by develop-
ment.)
If your problem description does not match a previously reported defect, the
! IBM reply will provide your options for obtaining support.
NOTE: We will use CompuServe mail for communication with you regarding your
PROBLM.TXT defect report.
7.2.2.1 Status Inquiries
! IBM is dedicated to responding to each PMR in a time frame acceptable to our
customers. However, IBM does not guarantee a time frame in which a PMR will
be addressed. If you have an inquiry regarding the status of your PMR while
IBM is working on it, please feel free to reply back to us via CompuServe
! mail. (OS/2 Base Operating System status inquiries should be mailed to
! 76711,610. Status inquiries for all other products should be mailed to
! 76711,611. We will check the status of your PMR and reply to you within 48
hours.
ELECTRONIC PROBLEM REPORTING VIA COMPUSERVE 51
! 8.0 ELECTRONIC PROBLEM REPORTING VIA INTERNET
______________________________________________
! In order to access the latest tips and hints, closed APARs, technical infor-
! mation and fixes for the OS/2 platform products on Internet, go to URL:
! http://ps.boulder.ibm.com/www/usa/ps/services
! This will bring you to the IBM Personal Software Services page. Then choose
! "Electronic Services".
! From the Electronic Services page:
! 1. To view the latest tips, APARs, etc., select "Search Service and Support
! Databases". This facility will allow you to search Tips and Hints, spe-
! cific releases of OS/2, PC DOS, LAN, or other OS/2 Applications.
! 2. To download the latest fixes and device drivers, select "Other Electronic
! Services". From that page, click on "Fix Service". You will be pre-
! sented with a list of products. Fixes are under os2/fixes. (The URL is:
! ftp://ps.boulder.ibm.com/ps/products)
! 8.1 REPORTING A SUSPECTED CODE DEFECT
______________________________________
! In order to submit a software DEFECT report for a Personal Systems Support
! Family product, go to URL:
! http://ps.boulder.ibm.com/www/usa/ps/services
! This will bring you to the IBM Personal Software Services page. Then choose
! "Electronic Services".
! From the Electronic Services page, select "Other Electronic Services". On
! that page, review the section "Email Services for Problem Defect Reporting".
! IBM's handling of this problem report is identical to what is described in
! the CompuServe chapter - see 7.0, "ELECTRONIC PROBLEM REPORTING VIA
! COMPUSERVE" on page 49.
ELECTRONIC PROBLEM REPORTING VIA INTERNET 52
9.0 ELECTRONIC PROBLEM REPORTING VIA PRODIGY
_____________________________________________
Electronic support for OS/2 is also available on Prodigy.
Customers can submit the OS/2 Problem Report Form for DEFECTS on-line by
_______
going into the OS/2 Exchange and selecting "Submit OS/2 Problem Report."
IBM's handling of this problem report is identical to what is described in
the CompuServe chapter - see 7.0, "ELECTRONIC PROBLEM REPORTING VIA
COMPUSERVE" on page 49.
ELECTRONIC PROBLEM REPORTING VIA PRODIGY 53
APPENDIX A. DEFINITION OF TERMS
________________________________
The following are definitions of many of the terms used in this document.
CALL A call is a telephone or electronic request for IBM
service or for information about a previously
reported Incident. An Incident may involve multiple
calls or actions, such as:
o The initial request for assistance
o Offline research
o A callback from IBM to the customer
o Closure
This sequence will be counted as a single incident.
DEFECT A defect is a problem with the unaltered portion of
a licensed Personal Systems Product that causes it
to not conform to its Program Specifications (when
properly used on a machine for which the program was
designed) consistent with each Product's license
agreement.
DESIGNATED CONTACTS Customers purchasing Support Line Standard or
Premium options MUST designate at least one indi-
vidual contact to whom all IBM's communications
should be addressed, and who has the authority to
act on the customer's behalf to submit Incidents and
for all other aspects of service. Each designated
contact should have a good working knowledge of the
Products included in the customer's environment.
INCIDENT (PROBLEM) An Incident is defined as a singular request for
assistance with a specific Personal Systems Product.
Requests for assistance with multiple Products, or
different problems with the same Product, will be
considered to be separate Incidents and recorded as
such in the IBM problem management system.
Closure of an Incident occurs when an answer is pro-
vided to the initial request. Closure may also
Appendix A. DEFINITION OF TERMS 54
include referring the customer to the appropriate
source for resolution.
MONTHLY ACTIVITY REPORT The monthly activity report provides customers a
report of their Personal Systems Products Support
Line activities, including the number of incidents
and their status.
MULTIVENDOR COORDINATION When a problem is determined not to be in IBM code,
but in a vendor or business partner's software with
whom IBM has a Multivendor Solution Support agree-
ment, IBM will contact the vendor. IBM will explain
the customer's problem, and obtain agreement to
transfer the problem to the vendor's support organ-
ization for resolution. The problem will remain
open and IBM support will maintain communications
with the customer until the problem is resolved.
There are two restrictions to this service:
1. Software Solution Services should not be the
first contact point if it is known that the
problem is not in any IBM software.
2. The customer will be responsible for any fees
associated with the vendor's service and
support.
Note: This service is not available with the Per-
sonal Systems Support Family Support Line Per Inci-
dent option.
PRIORITY HANDLING Customers may enhance the Support Line Standard con-
tracts by adding Priority Handling (Priority Han-
dling is included with Support Line Premium).
Priority Handling provides direct access to a
Product Expert and automatic invocation of addi-
tional technical resources after specific time
intervals.
For Priority Handling requests, IBM will respond as
follows:
o A PRODUCT EXPERT will respond to customers as
soon as reasonably possible, within a maximum of
60 minutes for calls received during business
hours, and within a maximum of 2 hours for calls
received during off-shift and U.S. national hol-
idays (except Christmas).
Appendix A. DEFINITION OF TERMS 55
o Incidents submitted electronically (via
TalkLink) during extended hours requesting Pri-
ority Handling will be responded to within the
first hour of the next business day.
NOTE: Critical situation Incidents requiring
Priority Handling during off-shift hours
should be reported via telephone.
o The Incident will be prioritized above the
regular workload of the Product Expert.
o The Product Expert will work with the customer
to identify the source of the problem (OS/2,
LAN, Communications Manager, Database Manager,
DOS, vendor code, customer code, etc.). When
the source of the problem has been clearly
determined to be in one of the Personal Systems
Products, the Product Expert will work with the
customer to gather the information necessary to
further define the source of the problem within
the Product. At this point, if the problem is
not resolved within a MAXIMUM OF TWO ADDITIONAL
BUSINESS DAYS, the Product Expert will invoke
additional technical resources.
o Priority Handling calls will spend a maximum of
three (3) business days in the next level (2.5)
after which an APAR must be created or addi-
tional technical resources must be invoked.
Customers must indicate which specific Incidents
require Priority Handling when requesting assistance
and select the correct Product and Specialist Team
to respond to the request.
PRODUCT EXPERT A Product Expert is an IBM service representative
with an in-depth knowledge in specific areas of a
Product. This representative can provide answers
and solutions to technically detailed or complicated
questions and problems. This representative will
have access to resources needed to make a determi-
nation as to whether a previously unknown defect
exists in the Product.
PRODUCT SPECIALIST A Product Specialist is an IBM service represen-
tative, with knowledge on a specific Product. This
representative can provide answers to general usa-
bility and how-to questions as well as solutions to
already known problems and defects.
Appendix A. DEFINITION OF TERMS 56
PROGRAM SERVICES Program Services refers to the level of service or
support that is designated by IBM or the Product
vendor to be included in the price of the Product.
The customer receives this service or support at no
additional charge. An example of entitled service
is the service or support specified in the Statement
of Service contained in the License Information doc-
ument for OS/2.
QUEUE A queue is a list stored in the Problem Management
Facility of Retain. This list contains the Problem
Management Records (PMRs) requiring action by a
product specialist at the support location, in order
of severity and the time the call was entered.
SERVICEPAK ServicePak refers to a collection of many fixes dis-
tributed and installed as a package.
ServicePaks and interim/pervasive fixes are released
to all distribution channels including electronic
bulletin board systems.
Not all Products produce a ServicePak as part of
their service process.
TALKLINK TalkLink is an IBM service available via IBMLink.
Customers can converse electronically with each
other and the worldwide internal IBM community on a
wide variety of topics related to the acquisition,
installation, support, and use of Products and ser-
vices marketed by IBM or a related business affil-
iate. (Refer to the IBM TalkLink contract for
TalkLink terms and conditions.)
TalkLink provides customers the ability to review
information electronically, submit questions or
requests and receive answers or information.
TECHNICAL CONNECTION PERSONAL SOFTWARE CD-ROM
The monthly Technical Connection CD-ROM contains
tips and techniques regarding installation, opera-
tion, performance tuning, and answers to commonly
asked questions pertaining to the Products included
in the offering family.
TECHNICAL SPECIALIST A Technical Specialist is an IBM technical represen-
tative, with a high-level of knowledge of OS/2 and
DOS products. This representative can provide
assistance to the customer with installations, basic
Appendix A. DEFINITION OF TERMS 57
problem determination, problem source identifica-
tion, and some application development.
U.S. NATIONAL HOLIDAYS The following are the national holidays in the U.S.:
o January 1 - New Year's Day
o Last Monday in May - Memorial Day
o July 4 - Independence Day
o First Monday in September - Labor Day
o Fourth Thursday in November - Thanksgiving Day
o December 25 - Christmas Day
If any of the above days fall on a weekend, the
adjacent weekday becomes the holiday.
Appendix A. DEFINITION OF TERMS 58
APPENDIX B. ACRONYMS
_____________________
AAC Application Assistance Center
API Application Program Interface
BAU Business As Usual
BBS Bulletin Board System
CIS CompuServe Information Services
CSD Corrective Service Diskette
DAP Developer Assistance Program
IRQ Interrupt ReQuest lines
IVRU Intelligent Voice Response Unit
PD/PSI Problem Determination/Problem Source Identification
PMR Problem Management Record (in Retain)
PSCC Personal Systems Competency Center
! PSSF Personal Systems Support Family
SMC Solution Management Center
SSS Software Solution Services
TSANET Technical Support Alliance Network
VDM Virtual DOS Machine
VMB Virtual Machine Boot
VRU Voice Response Unit
Appendix B. ACRONYMS 59
APPENDIX C. TECHNICAL EDUCATION
________________________________
There are technical classes available for customers who want in-depth know-
ledge about Personal Systems Products. These classes provide detailed tech-
nical information on the Products or in-depth problem determination (such as
analyzing traces and dumps, or using the OS/2 kernel debugger). The charge
for each class will be defined on an individual basis, as determined by the
duration of the class, travel expenses to the customer location, and reason-
able and actual living expenses for the instructors. Alternatively, customer
personnel can travel to the support location for the education. This travel
may be necessary for any classes requiring specialized hardware for use in
the class.
Customers requiring education in the operation or configuration of these Pro-
ducts should attend one of the classes offered by IBM Skill Dynamics. For
the latest information on courses and costs, call IBM Skill Dynamics at
1-800-IBM-TEACh (U.S.) or 1-800-465-1234 (Canada).
In addition to the classes offered by Skill Dynamics, the following technical
classes are available from the Products' support locations.
C.1 OS/2 OPERATING SYSTEM
__________________________
The following class is available for the OS/2 operating system:
TITLE: OS/2 Hang and Trap Analysis Workshop
FORMAT: Workshop at IBM Boca Raton
SPONSOR: OS/2 System Technical Support
OBJECTIVE: To transfer to the student all of the following:
o The ability to diagnose the CAUSE of a trap occurring
on OS/2.
o A familiarity with both of the major OS/2 debugging
tools.
o Experience with an effective problem-determination
technique.
CONTENT: This is the same training provided for the IBM OS/2
support personnel who belong to the Hang/Trap analysis
team. The workshop is an intense class for those seri-
ously interested in learning to diagnose the cause of
problems in an OS/2 system. All instructors work in OS/2
System Technical Support. Students successfully com-
Appendix C. TECHNICAL EDUCATION 60
pleting this workshop should be able to find the full
pathname of the application programs involved with fail-
ures. If given the appropriate link map and compiler
output files, students should be able to find the failing
line, the name, the parameters, and variables for the
failing application function, as well as the same data
about the caller of the failing function, and so on, back
to the main program entry. If the failure is within
OS/2, students should be able to pinpoint the failing
API, together with the parameters that caused the
failure, in addition to the above data for the applica-
tion functions.
DURATION: 4.5 Days
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
Appendix C. TECHNICAL EDUCATION 61
C.2 CICS OS/2
______________
The following two classes are available for CICS OS/2:
TITLE: CICS OS/2 Installation and Configuration Assistance
FORMAT: At customer account
SPONSOR: CICS OS/2 Level 2
OBJECTIVE: After completion of visit, the customer should have:
o A fully operational CICS OS/2 environment.
o Systems personnel able to maintain the system and
debug system problems.
CONTENT: On-site support from the CICS OS/2 Support Center to
assist in the installation and configuration of CICS
OS/2. Includes Host Links and Peer-to-Peer communi-
cations via both Netbios and LU6.2.
DURATION: 2 Days
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
TITLE: CICS OS/2 Problem-Determination Education
FORMAT: At customer account
SPONSOR: CICS OS/2 Level 2
OBJECTIVE: After completion of the class, the student should be able
to:
o Determine if a problem is caused by an application or
a system failure.
o Use debug aids.
CONTENT: CICS application debugging on the OS/2 Platform. Course
includes use of CICS OS/2 trace, COBOL Animator and
Xilerator, and SPM/2.
DURATION: 3 to 5 Days
Appendix C. TECHNICAL EDUCATION 62
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777.
Appendix C. TECHNICAL EDUCATION 63
C.3 OS/2 DATABASE MANAGER
__________________________
The following class is available for OS/2 Database Manager:
TITLE: Database Manager for OS/2 Problem-Determination Edu-
cation
FORMAT: At customer account, or at Toronto Lab
SPONSOR: Level 2 OS/2 Database Manager Service
OBJECTIVES: During the class, the instructors will:
o Familiarize customers with the various Database
Manager debugging tools available.
o Provide customer with hands-on experience with
these tools.
o Give customer enough knowledge to use these
PD/PSI tools and techniques back in their envi-
ronment, to assist them with determining the
source of problems.
CONTENT:
o SQLTRC, TRACE and SQLJTRC
o .INX, .DAT and .LF file analysis
o .TARRR/DART
o Locking and process analysis
o Client/Server Communication problem
determination/problem-source identification
o LABs will be included to provide hands-on expe-
rience
OPTIONS: This course can be taught in the EE 1.3 DBM, ES 1.0
DBM or DB2/2 1.0 environments. If the customer is
using a DRDA environment with DDCS/2 1.0 or DDCS/2
2.0, an additional section on these PD/PSI tech-
niques can be added to the course.
DURATION: 2 Days
CONTACT: Customers who are interested in the above education
should contact the Solution Management Center at
1-800-992-4777 at least one month prior to the
desired date. Date and price for customer site edu-
cation can be negotiated.
Appendix C. TECHNICAL EDUCATION 64
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