© 2011 IBM Corporation Sterling Commerce Support to IBM Support Transition IBM Industry Solutions | Commerce/Connectivity and Integration

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 2 Transition to IBM Support Legacy Sterling Commerce Transitions to IBM Support Tools and Processes for opening cases for:  MFT (Sterling Connect)  B2B (Sterling Gentran, Sterling B2B Integrator, Sterling File Gateway)  Sterling Selling and Fulfillment Suite  We are committed to ensure smooth transition for all customers  Visit for the latest information. Wednesday, February 1, 2012

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 3 Overview  Transition Timeline  Contact Definitions  IBM Acronyms and Terms  Getting setup to use IBM Support Tools - Creating your IBM Web ID - Customizing the IBM Support Portal - Registering for Service Request Submission  Submitting a Service Request via the Web

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 4 Transition timeline: How to Open Support Cases Process/AccessCurrentFebruary 1, 2012 Open a case via Support Portal Service Request Tool site Open a case via phoneSee the Sterling Customer Support Reference Guide for all numbers US: 800-IBM-SERV WW: Customer Support Portalhttps://cn.sterlingcommerce.comhttps:// Software DownloadIBM Fix Central for maintenance Legacy Sterling Maintenance for previous versions of software IBM Passport Advantage and Shop z for install downloads Same

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Transition Timeline: Notes about this change  Entitlement –Access to all IBM Technical Support channels is reserved for our maintenance paying customers. –You must have an active maintenance contract on file with IBM  Products Impacted –The following Sterling Commerce products are impacted by this change:  MFT (Sterling Connect, Control Center, Secure Proxy)  B2B (Sterling Gentran, Sterling B2B Integrator, Sterling File Gateway, Sterling Total Payments)  Certificate Wizard, Mobile Applications, Mapping  Sterling Selling and Fulfillment Suite (including MCF and MCS)  Please note for all other products/services not included in the above list, it is business as usual for submitting your cases to support. Please continue to go to cn.sterlingcommerce.com for all your support inquiries. 5

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Transition Timeline : Existing Systems on Feb 1  Customer Center Transition to the IBM Support Portal  Phones will be redirected or respond with a message to call IBM-SERV or your local IBM country number 6

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Transition Timeline : Existing Cases on Feb 1  Existing Sterling Cases –OPEN cases will be automatically transitioned to the new IBM support system. –An will be sent out to the case contact from the IBM Tech Support team with the new PMR number and a link to the IBM Service Request page.  Existing Product Enhancement Requests –Your enhancement requests will be tranistioned to an IBM enhancement system, a communication from Product Management will be forth coming. 7

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Key Information to Receive Support for Customers 8  Main contact from your company (site) who receives IBM communications  Initially, this is the only person who can download software  Responsibilities include: - Sharing the IBM Site number with others who need to download software - Adding/authorizing others to download software - Adding secondary contacts who can add/authorize others to download software Primary Contact

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Key Information to Receive Support for Customers  Main contact from your company (site) responsible to ensuring the right technical people have access to the Service Request tool (SR Tool) to open PMRs with IBM support  Initially, this is the only person who can open Service Requests (PMRs)  Responsibilities include: -Sharing the IBM Customer Number (ICN) with others who need to contact Support -Maintaining the list of technical IS staff whom you authorize to submit/view problem records to IBM. There is no limit to the number of these types of users. -Adding additional Administrators who can also manage user’s access. There is a limit of 9 Administrators. This information was sent to the key contacts at your company. If you do not know the key IBM contacts for your company (site), please see the eCustomer Care Contact Information page 9 Site Technical Contract (STC)

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration IBM Contact Definitions Cont’d.  Responsible for: –Managing the list of all users allowed to access SR, however they cannot update nor modify the Primary STC. –All Passport Advantage agreements are required to have an STC or Administrator assigned. –An Administrator can also manage relationships with IBM Business Partners.  Open service requests and view all service requests for the entire customer account/site.  Authorized to: –Add Full users, Readers and Basic users, and can also add additional Administrators. –Update the status for Full users, Readers and Basic. Possible statuses are: Active: allows the user to view existing Service Requests and submit new ones. Inactive: allows authorized users to view existing service requests only; inactive users cannot submit new service requests. Inactive users can be reactivated. Terminated: revokes the user's access to SR. 10 Administrator Also known as the Secondary Site Technical Contact. There may be up to nine Administrators assigned to the support contract. The Administrator is the person at a customer's site who is designated by the Site Technical Contact (STC), or IBM Administrator if no STC is assigned. NOTE: This role is available on all types of entitlement, except for IBM’s Passport Advantage Accelerated Value Program (AVP). To change the IBM SR access for AVP, please contact your assigned Accelerated Value Program Manager.

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration IBM Contact Definitions Cont’d. A person at a customer site who is designated by the Site Technical Contact (STC) or the Administrator to open Service Requests (PMR’s) and view all service requests for that customer site and support agreement. There is generally no limit on the number of authorized users per support agreement. A person at a customer site who is designated by the Site Technical Contact (STC), or the Administrator to only view and read all PMR’s for that site or agreement. There is generally no limit on the number of Readers per support agreement. A person at a customer site who has not been approved by the Site Technical Contact yet. A Basic user has restricted access, they can create and update PMR’s, however can only access the PMR’s they open and are assigned to. A Basic user cannot see or update other PMR’s they are not assigned to. A Basic user does not have an expiration date to be approved by STC and can stay as “Basic” user forever. 11 Full User Reader Basic User

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 12 Key Information to Receive Support for Partners  Partners Performing Services Work for a Customer: - Ask the customer to download the IBM software using their Site ID -Ask the customer to add you as a Business Partner on the SR site -Use the customer’s ICN when submitting issues to Support  Certified Partners working on POCs or other development software –Become a member of the IBM Partner World community –Access software via the software access catalog for non-deployment purposes –Access support through the Partner Support processes

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 13 New Terms to Understand Number provided to Primary Contact. Needed to download software from Site ID Number provided to Site Technical Contact (STC). Needed to receive Technical Support. IBM Customer Number (ICN) Problem Management Record – new term for Sterling Case. Format is 99999,999,999 PMR Authorized Program Analysis Report – new term for Defect APAR Service Request Tool – new term for Support Center Service Request Tool Collection of defects, similar to a Patch/Maintenance Fix Pack Single defect fix for a customer/platform, similar to a Hot Fix Interim Fix

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Getting setup to use the IBM Support Tools IN PREPARATION FOR THE TRANSITION TO IBM SUPPORT SYSTEMS ON February 1,

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Support Setup - 3 Step Process Register for an IBM ID 2. Optionally customize your sSSupport Portal 3. Link in your Entitled ICN

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration IBM Registration Select “IBM Sign in” to Register Register for your official IBM ID:

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 17 IBM Registration Registration is a 3 step process: Account info Company info Communication options

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 18 Registered with IBM.com – My IBM When you’re logged in, you see the personalized welcome message find access to a variety of information on the IBM web site Select Technical Support to get to the IBM Support Portal

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration IBM Support Portal customization  Choose your products: – Navigate to the IBM support portal either from the My IBM page or directly: – The first time you come to this site, you will automatically see the Quick Start window. – Subsequently, use the Find a product link or Quick Find to customize the products you want to see.

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 20 IBM Support Portal customization - Quick start

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration IBM Service Request (SR) Registration  Registering with Service Request enables you to submit, update, and review problems from the IBM Support portal site. PMRs are routed directly to the proper Support team.  Preparing to register for SR -You must have an IBM Web ID before you attempt to register with IBM Service Request. -Determine your ICN (IBM Customer Number) Your IBM Site Technical Contact can provide you with your company’s ICN.  Registering for SR - Log in to using your Web IDwww.ibm.com - Select My IBM -> Technical Support - Navigate to

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 22 Service Request Tool Registration – Steps First Time Access 2 Provide 7-digit ICN

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 23 Service Request Tool Registration – Steps Send Verification 4 Enter code from

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 24 Service Request Tool Registration - Complete

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 25 USING THE IBM SUPPORT TOOLS

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 26 Submit via the Service Request Tool  Opening a PMR or reviewing existing PMRs

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 27 Select this option to add this product to your Preferred Products list Select the Product/Version from the matching list Submit via the Service Request Tool

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 28 Key input: Title – appears in the PMR list on first page of SR Problem Description Severity Business Impact Optionally attach addition files (screenshots, logs, configuration info) to this PMR

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 29 SR Tool: Reviewing existing PMRs Optionally use a filter to limit your PMR list Click on any PMR to check the progress or update with more details.

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 30 SR Tool: Configuring Profile Information

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 31 SR Tool: Getting Help

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 32 SR Tool: Getting Help

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Tutorial materials for IBM Tools TopicLink Getting Started with IBM Support: How to Obtain an IBM ID My IBM Registrationhttp:// IBM Support Portal Overviewhttp:// Getting started with IBM Support Portalhttp:// IBM Service Request Streamlined Problem Submission Process utu.be Managing Your Product List in the IBM Support Portal Finding Downloads, Fixes, and Device Drivers in the IBM Support Portal IBM SR Tool Assistance ibm.com/support/servicerequest/help/srHelp.action Downloading Products from Passport Advantage IBM Software Support Handbookhttp://www14.software.ibm.com/webapp/set2/sas/f/handbook/ For additional IBM support information and tutorials 33

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration Support Transition: Wrap-up  You should know how to:  For questions regarding your site contacts for your company or issues with your site ICN or Passport Advantage, please contact eCustomer Care: – s/en_US/ecare.htmlwww.ibm.com/software/howtobuy/passportadvantage/paocustomer/doc s/en_US/ecare.html 34 Contact IBM Sterling Technical Support Via Web SR Tool Access the following tools IBM Support Portal IBM Support Portal Download Site (Passport Advantage) Service Request Access

© 2011 IBM Corporation IBM Industry Solutions | Commerce/Connectivity and Integration 35 Thank you for your time.