<sh**************@lmco.com> wrote in message
news:11*********************@o13g2000cwo.googlegro ups.com...
Hello all, I am working on a trade study and one of the criterias is
how easy it is to get DB2 technical support from IBM. I appreciate if
you guys share your experience with me. Does DB2 have a good tech
support?? Thanks in advance for any input. Shaun
As long as you have a support contract for your DB2 license, they have
excellent support.
First you call the IBM support center (for any IBM product), and select the
product group through the keypad response system (database software or
something like that), and then someone will answer your call and get the
following:
1). Your customer number (which determines whether you are entitled to
support).
2). The nature of the problem - They enter that into a computer screen
3). The severity level 1,2, or 3. 1 being the highest priority usually
reserved for production problems. They rarely will question what you say on
that if you don't abuse it.
4) your callback information where you can be reached.
Someone from DB2 support who is familiar with the particular aspect of DB2
you are having a problem with call you back. If it is a 1 priority, they
guarantee a 2 hour callback. But usually the callback is almost immediate
for a 1 and sometimes for a 2. Sometimes they will directly transfer you to
a support technician.
The DB2 support person will work with you to resolve the problem. They will
often ask for information such as traces, etc. You can exchange emails and
phone calls with the support person while working on the problem.
Software patches are downloadable for free by anyone from the IBM website.
You can also search on the status of APAR's on the website if you register
(free).
