What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?
What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?
What is the IBM Tivoli Support response goal for severities 2, 3 and 4 PMRs?
To which tier of support does IBM route PMRs submitted by Support Providers?
What team has been created by IBM to manage Client Satisfaction issues, including complaint management, and duty manager requests?
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