In which format must service providers log PMRs?
A. web
B. verbal
C. e-mail
D. in person
To which tier of support does IBM route PMRs submitted by Support Providers?
A. Support Providers PMRs receive no special routing.
B. Support Providers PMRs are routed directly to Tivoli Level 2 to perform problem determination and recreate if necessary.
C. Support Providers PMRs are routed directly to Tivoli Level 1 to verify software version information and logs have been provided.
D. Support Providers PMRs are routed directly to Tivoli Level 3 (development) because only defects may be submitted by support providers.
What team has been created by IBM to manage Client Satisfaction issues, including complaint management, and duty manager requests?
A. Client Support Priority Operations
B. Customer Satisfaction Project Office
C. Customer Support Production and Operations
D. Complaints and Severe Production issues Operations
What is the IBM Tivoli Support response goal for severities 2, 3 and 4 PMRs?
A. within one business hour
B. within two business hours
C. within three business hours
D. within 30 minutes during business hours
What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?
A. within 1 hour
B. within 2 hours
C. within 30 minutes
D. within 90 minutes
What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?
A. The end customer must open a PMR, since only the customer has access to IBM Tivoli Support.
B. The end customer must give IBM Support access to their systems, so IBM can upgrade their software.
C. There is no requirement of the customer, as the support provider will escalate the issue to IBM Tivoli Support.
D. The end customer must install the latest version and patches of the product before IBM Tivoli Support will accept a PMR.
What is the minimum length of time that technical support will be offered for certain products under the standard IBM Support Lifecycle?
A. a minimum of 5 months after the publishing of a notice of support discontinuance (End of Support)
B. a minimum of 5 years beginning at the planned availability date of the version/release of the product
C. a minimum of 3 years beginning at the planned availability date of the version/release of the product
D. a minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product
Which two statements are true pertaining End of Support? (Choose two.)
A. There are no follow-on products with the same product identifier.
B. This is the date at which IBM will no longer provide Technical (defect or non-defect) Support.
C. This is the date at which IBM will no longer provide product fixes but will provide phone support only.
D. This is the date at which IBM will no longer provide Level 3 support, but will provide Level 1 and 2 support.
E. Follow-on products with the X.X.X.X.ext product identifier will receive product support after they have purchased it using their IBM representative.
What three actions does ESR/SR allow a Support Provider to perform? (Choose three.)
A. to view closed PMRs online
B. to transfer ownership to IBM
C. to speak directly with IBM Level 2
D. to view all open PMRs for their End Users
E. to review their end user's entitlement online
F. to describe the end user's software problem and environment in their own words
Which two statements are true of Passport Advantage? (Choose two.)
A. Passport Advantage is only used to download Fix Packs.
B. The end customers Primary Contact must authorize any self-nomination for access to Passport Advantage.
C. The end customer is unable to download software until a Business Partner authorizes access to Passport Advantage.
D. Business Partners automatically receive access to Passport Advantage on behalf of their clients once software is purchased.
E. Business Partners may request access to Passport Advantage from their end customers, in order to download software on the clients behalf.
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