Technical Support at IBM QuickGuide to IBM Technical Support for the IBM Infosphere Balanced Warehouse for AIX This information is valid in the U.S. and Canada Technical Support at IBM First Stop: IBM-SERV If you need help with your IBM Infosphere Balanced Warehouse for AIX solution, call 1-800-IBM-SERV (426-7378), and select the Software path (as outlined in the flowchart on the next page). Your call will connect you with an IBM Remote Technical Support Representative who will help you diagnose your problem, and, if not resolved, will help you create a plan to resolve it. This procedure describes support for the Infosphere Balanced Warehouse for AIX: For a listing of current product components included in an Infosphere Balanced Warehouse for AIX solution, reference: http://www-1.ibm.com/support/docview.wss?uid=swg21179515. Support for all other products will follow their normal support processes; call 1- 800-IBM SERV (426-7378) and follow the telephone system prompts AIX BCU Version 1.1 AIX 5L DB2 Data Warehouse Edition (DWE) DB2 Enterprise Server Edition (ESE) p5-575 8core 1.9GHz POWER5 DS4500 HACMP Balanced Warehouse for AIX 2.1 (E7000 & E7050) AIX 5L DB2 Data Warehouse Edition (DWE) DB2 Enterprise Server Edition (ESE) p5-575 8core 2.2GHz POWER5+ DS4800 (E7000) or DS8100 (E7050) Tivoli System Automation Balanced Warehouse for AIX 2.1 (E7100) AIX 5.3 DB2 Data Warehouse Edition (DWE) p6-570 4 x 4.6GHz POWER6 (Data) p5-550 2 x 2.1 GHz (Admin) Storage Manager DS4800 Tivoli System Automation (for HA) Before calling (what you will need to provide) IBM Customer Number (ICN) for the Balanced Warehouse (BW) Problem Description / Business Impact Machine type and model number Other pertinent info (error messages and/or logs) Machine serial number BIOS and firmware revisions (if applicable) Please be sure to record your case number or problem number from IBM. Technical Support URLs and Phone Numbers Infosphere Balanced Warehouse http://ibm.com/software/data/infosphere/balanced-warehouse/ IBM Corporate Home http://ibm.com/ IBM Support http://ibm.com/support/ IBM SW Support Handbook http://techsupport.services.ibm.com/guides/handbook.html MySupport http://ibm.com//support/mysupport/ Electronic Service Request http://ibm.com/software/support/help.html/ Service Offerings http://ibm.com/services/ Redbooks http://www.redbooks.ibm.com/ Technical Training http://ibm.com/training/ Base BW for AIX Software Stack http://www-1.ibm.com/support/docview.wss?uid=swg21179515

Problem Resolution Call Flow Problem Severity Codes QuickGuide to IBM Technical Support for the IBM Infosphere Balanced Warehouse for AIX This information is valid in the U.S. and Canada Problem Resolution Problem Resolution Call Flow Problem Severity Codes Call IBM Support at 1-800-IBM-SERV (426-7378) For all problems with this solution, select the phone options that take you to the Software selection. Provide the representative with the following information: Operating System (i.e. “AIX”) IBM Customer Number (your Passport Advantage (PPA) number associated with the BW / BCU solution) Product - “Balanced Warehouse for AIX” (was “BCU”) 5724U5300 - Balanced Warehouse E-Class AIX Current Version 2.1 Entitled through Passport Advantage Your IBM support representative will open a case. Record your Case Number. Severity levels are determined during a mutual discussion by the client and support analyst, based on the business impact of the issue. If a client designated a problem as a Severity 1, IBM will work on it 7 days a week, 24 hours a day, providing the client is also available to work during those hours. Severity 1 Critical Impact/System Down: Business critical software component is inoperable or critical interface has failed. This usually applies to a production environment and indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. Customer and the IBM support representative will work together to analyze the symptoms and develop a plan for resolution. Severity 2 Significant business impact: A software component is severely restricted in its use or you are in jeopardy of missing business deadlines because of problems with a new application rollout. The IBM support representative may ask you for various logs or other diagnostic data from your server. Send to appropriate support team. IBM’s support technicians will work with you to identify the correct action needed to fix your problem. Severity 3 Some business impact: Indicates the program is usable with less significant features (not critical to operations) unavailable. Problem Solved? Progress being made? Case closed. Yes No Yes Severity 4 Minimal business impact: A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made. No No Engage Hardware Engineering Engage software product support NOTE: If you need escalation, call 1-800-IBM-SERV (with your case number and a case history) and ask for the Duty Manager.