IBM Security Support Overview

Transcription

1 IBM Security Support Overview Satish Bhandurge L2 and AVP Engineer Ashish Kothekar Senior Engineer 1

2 Agenda IBM Support Overview - IBM Security Level 2 in India - Support Offerings - Self Help - Enhanced Support Engaging IBM Support - Service Request - Support SLAs : PMR Severity & Response - Support Scope : Working during off-shift hours ( weekends) - Best Practices - Support Education - Technical Support Chat - RMA - Escalation Matrix : Escalation Procedure Premium Support - Select / AVP support - S&S / AVP support - Support Resources (Links) - Q & A. 2

3 IBM Support Overview 3

4 IBM Security India Support Team Supports all the major Security segments: Infrastructure Security (Network Security) Identity Access Management (People) Security Intelligence (Q1 Labs) Application Security (AppScan) Follow The Sun (FTS) Model for support India business hours are covered by AP Teams in India and Australia. Business hours : Monday through Friday 9AM to 6PM. Infrastructure Security team in India provides following support Level 2 Technical support (Standard & AVP) Licensing Support Warranty Support (RMA) 4

5 Support Offerings Premium Support / Accelerated Value Program Assigned resource, customized support services designed specifically for a customer Enhanced Support / Standard Support Remote voice and Electronic support. (Passport Advantage, S&S) Self Help Download fixes, search for answers via the IBM website 5

6 Self Help IBM Support Portal ( with basic search capabilities: Search for known defects (APARs), product fixes, technotes, etc. Links to useful technical information like Whitepaper, Redbooks, Support handbook, Product overview, education & training, etc. Information on how to purchase software support Not Recommended for Mission Critical Applications If S&S is not renewed when it expires, support is limited to Self help from Internet. 6

7 IBM Electronic Support A portfolio of tools and resources to keep your systems, software, and applications run smoothly. Be more efficient in handling problems yourself IBM electronic support can help you: Prevent problems Find information Download fixes and updates Troubleshoot problems Work with IBM Support Learn more about your products Electronic Support will be available for at least one year from when IBM product is acquired. 7

8 Enhanced Support Remote problem determination and resolution support via Voice and Electronic access Problem Management Record (PMR) to record and track problems IBM Electronic Support IBM Support Portal IBM Service Request IBM Critical Situations Team Oversight of major incidents Cross-IBM coordination Executive Updates Escalation Management IBM Support Duty Manager IBM Accelerated Value Program Accelerated Value Leader (AVL) Coordination, Consultation, Advise, Escalation Accelerated Value Specialist (AVS) Technical, Resolution, Consultation, Advise 8

9 Engaging Support 9

10 How to engage Support Customer needs technical support Know your ICN Customer logs into support website or Calls country support number Customer reports problem on support website or Calls routed to IBM Customer Support Center Problem Management Record (PMR) created, and customer requests appropriate severity level PMR routed to appropriate support team who owns the resolution of the problem Search existing databases Recreate problem Problem determination & problem source identification If a new fix is needed, IBM development is engaged as required 10

11 How to create PMR online Service requests (SR) SR site ( allows you to work with all aspects of your IBM Software Product service requests. Benefits: Efficient support call routing for software questions. Features: Open, edit and track problem reports online Update your profile to personalize Attach files to service requests Provide access to your IBM Business Partner Register with your ICN Enter product keyword say XGS 11

12 Problem Severity and Response Objectives Resolving your request for support is our top priority. Severity Levels helps us all understand the urgency of the issue Response Goal : Service Level Agreements for PMRs / Problem Tickets Severity Level 1 Condition Customer is unable to use the product, which has critical impact on operations. This condition requires an immediate solution. Response Goal (Not Resolution Goal) Within 2 hours 2 The customer is able to use the product, but operations are severely restricted (significantly impacted) by the problem. Within 2 business hours 3 The customer can use the product with some restrictions on the available functions. These restrictions, however, do not have a critical impact on operations Within 2 business hours 4 The problem causes little or no impact to the customer's operation, or the customer or the branch office representative has found a way to circumvent the problem. Follow-up calls generated by the system are set to priority 4. Within 2 business hours 12

13 How IBM handles Support Calls Technical questions support - Short duration problems (In Scope) Installation (Technical problems while installing the product) Usage (how-to) Specific usage/installation questions for documented functions Product compatibility and inter-operability questions Assistance with interpretation of publications (red-books/manuals) Providing available configuration samples and information for software fixes IBM database searches Subscription and Support and Support Line are not structured to address everything -- the following are examples of areas that are beyond scope: Performance analysis, product deployment or end to end implementation. Writing, troubleshooting or customizing code for a client (e.g. custom signatures) Answering extensive configuration questions Recovering a database, or data recovery Consulting, Capacity planning, or sizing estimation. Onsite visit or support on End of Support product releases. Most of these types of situations require Premium Support or Services engagement that we will discuss in AVP slide. **Please refer IBM Software Support Handbook : 13

14 Off business hours Support (including Weekends and holidays) Weekends / Public Holidays / Off business hours support : Severity 1 PMRs are covered 24x7. Severity 2, 3 & 4 PMRs reported off-shift are queued for next business day Weekend coverage may be provided by engineers in any (WW) country Severity-1 / System Down PMRs are entitled for 24x7 Support While opening the PMR, mention the business impact & problem background Must call Support Center and ask for Technical Support call back Be ready with diagnostic information & logs for technical Support Upload logs/data pertinent to issue and gathered during the occurrence of issue Provide technical contact(s) available to work with Support. If possible 2 phone numbers to call. Should contact not be made or Delayed: Call Support Center & ask for Technical Support Call Back Call Support Center to request Duty Manager Escalation Best Practice: Major changes & down-times scheduled during non business hours Keep Support Team informed in advance Be ready with installable and communication channels (WebEx, AOS, Smart Cloud Meeting) 14

15 Problem handling best practices: ensures timely resolution Submitting problems electronically (SR tool) Enables the resolution team to better understand the issue Be more prepared with the right skill and guidance to respond to your concern Keeping the questions/issues separate, provides better service One problem per Service Request/PMR. This helps in tracking and reduces confusion Selecting the appropriate Severity and stating the business impact Stay current on Product Release and Maintenance levels In many of our products fixes are included in the latest product releases. Make sure all software is running on recommended platforms and are on fairly current Service Packages and fixes. See the Readme for details. Keeping support informed of Major Upgrades/Implementations Having a QA or Test environment equivalent to production This will help to limit the impact to your production environment. Allows for validation of test, Fix Packs, replicate issue, etc. Provide feedback on recommendations and submit surveys upon closure of the Service Request / PMR No PMR is closed until you feel the problem has been resolved or support failed to receive your response in three consecutive attempts. If the problem reoccurs you may reopen the original Service Request / PMR by resubmitting the problem electronically. 15

16 Standard Support Feedback Feedback Survey Post PMR closure, you may be selected to participate in a web survey to determine your satisfaction with the way your problem was handled. The survey focus on: Ease of opening the problem, Remote support, and Overall. Anything less than "VERY SATISFIED" says support haven't delivered as per IBM promise to you. 16

17 Standard Support Education Subscribe to My Notifications Technical Training Knowledge Center Open Mic sessions 17

18 Submitting a product requirement or RFE - IBM RFE Community The IBM RFE Community is a place where you can collaborate with IBM Product Management, development teams and other product users through your ability to open, search, view, comment on, submit, and track product requests for enhancement (RFEs). Benefits Quick response to feature requests Provides predictable response times Incorporates clients insight into planned product roadmaps Breaks down barriers between product end-users and development When to open a Request for Enhancement (RFE) A product works as designed o But not as desired by customers A new feature is needed A new business requirement requires a product design change

19 Technical Support Chat Technical Support chat provides live interaction with IBM Support. Live chat is available for clients who created PMRs at Service Request (SR tool). Chat icon would be available Next to eligible PMRs on list view at SR Technotes, Knowledge Center pages (Upcoming : Enhanced live chat) 19

20 RMA Reporting Hardware Problems with your Appliance All appliance issues begin as a SOFTWARE PMR Opened via SR tool for a better support experience Work with your L2 engineer to determine hardware issue. Post appliance hardware issue confirmation L2 will create a new RMA PMR for the Warranty Support Team (WSO) and provide you that RMA PMR number. Be ready with : Appliance serial number as it will be used to validate entitlement Complete RMA form provided by WSO with contact and shipping information Security Appliances would require explicit export approval prior to any shipments. In some situations local customs can delay shipments. Warranty Support specialist will keep you posted on replacement unit. Once you receive your replacement unit you must ship the defective unit back to IBM. Use the box from your replacement and the shipping instructions included. After 30 days if the defective unit has not been received by IBM you will be billed for the appliance. 20

21 Support Escalation Procedure If you feel commitments are not met, please carry out any or all of the following: Be certain to explain the business impact to the support representative Raise the Severity Level of the problem Ask to speak to the Support Engineer s Manager Escalations to an IBM manager will receive prompt attention & management focus Ask for a "Duty Manager" The Duty Manager or field manager works with technical staff to ensure request is being handled appropriately Allow time to Duty Manager to make an impact. If further escalation is required - Open a Complaint or nominate as a Critical Situation ("CritSit"), Ask any member of your IBM Client team to do so on your behalf 21

22 Accelerated Value Program (AVP) IBM and Business Partner Confidential 22

23 Premium Support - Accelerated Value Program Offerings: Select - Priority PMR handling delivered by dedicated team of Senior Technical Support analysts AVP- Proactive long-term advanced technical assistance that includes Priority PMR handling delivered by a member of the AVP technical support team Proactive Provides advisory assistance Acts as a Trusted Advisor Removes barriers to software adoption Delivers knowledge & expertise Researches and communicates new technotes, skills and product features applicable to your business Preventive Reduces technical problems Performs advanced analysis Minimizes implementation errors Provides fix advice and diagnostic coaching Provides customized reporting AV P Personalized Applies knowledge of your environment Pushes client filtered content Builds team competencies Provides continuity of service as a virtual team member and single point of contact 23

24 Accelerated Value Program complements Passport Advantage Type of support Single point-ofcontact Subscription and Support (Passport Advantage) Reactive, problem related support PMRs open via IBM Electronic Support. None Accelerated Value Program Proactive assistance to help plan, deploy, optimize, grow, and upgrade IBM software; Coordinates reactive support. PMRs open by voice or IBM Electronic Support. Accelerated Value Leader (AVL) & Specialist (AVS) Call center access Standard process Priority call handling Issue management Exception handling Reports and reviews Defect alerts On-site support Technical advice and documents You manage open issues and escalations are handled by a rotating duty manager Support for severity 1 issues only None Self-help web monitoring None Web resources and fee-based classes/events AVL manages open issues and handles escalations AVL helps facilitate support for critical situations Quarterly reports, PMR status reviews AVL identifies defects that might affect your systems Scheduled and emergency on-site assistance is available Customized knowledge sharing to fill skill gaps 24 24

25 IBM Support Resources IBM Support Portal Homepage: IBM Support Handbook: IBM Electronic Support Homepage: Site Technical Contact : IBM Service Request Quick Start: Online Service Requests: Download fixes and updates: Worldwide Contact Directory: Accelerated Value Program (AVP): IBM Education Assistant: Technical Training: 25

26 Questions? 26

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28 Statement of Good Security Practices: IT system security involves protecting systems and information through prevention, detection and response to improper access from within and outside your enterprise. Improper access can result in information being altered, destroyed, misappropriated or misused or can result in damage to or misuse of your systems, including for use in attacks on others. No IT system or product should be considered completely secure and no single product, service or security measure can be completely effective in preventing improper use or access. IBM systems, products and services are designed to be part of a lawful, comprehensive security approach, which will necessarily involve additional operational procedures, and may require other systems, products or services to be most effective. IBM DOES NOT WARRANT THAT ANY SYSTEMS, PRODUCTS OR SERVICES ARE IMMUNE FROM, OR WILL MAKE YOUR ENTERPRISE IMMUNE FROM, THE MALICIOUS OR ILLEGAL CONDUCT OF ANY PARTY. THANK YOU Copyright IBM Corporation All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and / or capabilities referenced in these materials may change at any time at IBM s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others. 28