1. © 2009 IBM Corporation IBM Customer Experience April 27 th, 2011

2. © 2009 IBM Corporation2 Your Presenters  Jeff Ingalls – Program Director, SPSS Information Technology  Steve Savaglio – Global Manager, Business Analytics Client Care  Roxann White – Client Care Analyst, Business Analytics  Jay Fischer – Client Care Support Analyst  Kathy Maegerlein – SPSS Technical Support Systems and Web Management IBM Presentation Template Full Version

3. © 2009 IBM Corporation3 Agenda  Communications and Examples – Jeff Ingalls  Contact Descriptions and Roles – Roxann White  Credit Card Orders and Receipts – Steve Savaglio  Downloading Your Software – Jay Fischer  How to Get Media – Steve Savaglio  Getting Help from IBM – Steve Savaglio  Using Technical Support – Kathy Maegerlein  Getting your Authorization Codes – Jeff Ingalls IBM Presentation Template Full Version

4. © 2009 IBM Corporation Communications and Examples  Typical Communications from IBM on a new order include: –Proof of Entitlement –Invoice –Flexera Welcome Email –Support Letter –Welcome to Software and Services Online –Welcome Letter  Important Terms in these Communications –Software Site Number Used to identify your account when contacting IBM in most instances (except technical support –ICN: IBM Customer Number This number is used to identify your account when contacting technical support 4

5. © 2009 IBM Corporation Proof of Entitlement  The proof of entitlement (POE) serves as your proof of ownership for IBM software  Arrives via email as an attached PDF, typically within hours of the completion of your transaction.  Contains: –IBM Logo –Purchase Order Number (if applicable) –Software Site Number –IBM Customer Number –Products Purchased –Indicates if authorization codes and/or keys are required –Support coverage period (if purchased)  Highly recommend you retain this document, as it is your proof of ownership  Sent to the primary contact 5

6. © 2009 IBM Corporation Proof of Entitlement 6 Company and Order Information Products Purchased

7. © 2009 IBM Corporation Invoice Example  The invoice shows your method of payment and amount due  Arrives via postal mail in the US and email as an attached PDF file in the rest of the world  Industry standard form 7

8. © 2009 IBM Corporation License Key Center Welcome Email  The license key center welcome email provides initial login information for the licensing portal from: spss@subscribenet.com  Arrives via a plain text email  Goes to first time users only so that passwords are not sent to existing users  Sent only to the primary and technical contacts 8

9. © 2009 IBM Corporation License Key Center Welcome Email Example 9

10. © 2009 IBM Corporation Support Letter  Arrives via email in an attached PDF format  Contains information on managing your technical support relationship with IBM, including: –Web site addresses –IBM customer number (ICN) –Primary and technical contact roles –Changing primary and technical contacts –How to register for technical support on the web –How to administer your account 10

11. © 2009 IBM Corporation Support Letter Example 11

12. © 2009 IBM Corporation Welcome to Software and Services Online  Arrives via a plain text email  Describes how to download your software and manage your online account 12

13. © 2009 IBM Corporation Welcome to Software and Services Online Example 13 …

14. © 2009 IBM Corporation Welcome Letter  Arrives via postal mail 1 – 4 weeks after purchase  Lists the contacts designated at your account –Primary –Site Technical –Software Administration  Contains temporary passcode –The passcode enables you to confirm your account –Once confirmed, you can assign others access to your account  Important to retain until you confirm your account with the passcode 14

15. © 2009 IBM Corporation Welcome Letter Example (Page 1) 15

16. © 2009 IBM Corporation Welcome Letter Example (Page 2) 16

17. © 2009 IBM Corporation Contacts Customer Experience

18. © 2009 IBM Corporation Contacts  Primary  Secondary  Technical  Administration/Proof of Entitlement Contact  Software Subscription and Support renewal Contact  Software Subscription and Support media Shipping Contact  Billing Contact 18

19. © 2009 IBM Corporation Sign in to request access, delegate or change contacts. Go to https://www.ibm.com/software/howtobuy/softwareandservices/ Register as a NEW CUSTOMER and fill in information hit REGISTER 19

20. © 2009 IBM Corporation If you have already registered with IBM, enter your IBM ID and Password in the section, Returning Customers If not, you must complete the registration form, under section, New Customers, and complete all mandatory fields 20

21. © 2009 IBM Corporation Authorization page when Primary Contact is recognized First time access. Only need to enter temporary passcode once. 21 Self nomination page when Primary Contact is not recognized or when new user registers for the first time

22. © 2009 IBM Corporation Contact update – allows you to change contacts specified for your account Manage Access - enables primary and secondary contacts to grant additional users access to Software and services Online Account Management - allows the user to view their account information Self nomination - primary contacts for more than one site may request access to "Software and services online" for each additional site. 22

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28. © 2009 IBM Corporation Credit Card Orders and Receipts April 26 th, 2011

29. © 2009 IBM Corporation Credit Card Receipts - How to request?  A customer who pays via credit card will get an IBM invoice automatically as RECEIPT ONLY. If you need to request a copy, you can do so by calling Customer Support OnLine at 877-426-6006.  In addition, options for obtaining e-invoices, and doing a myriad of self-service administrative functions, can be seen at: –http://www-304.ibm.com/support/operations/us/en/http://www-304.ibm.com/support/operations/us/en/ –Or simply search at IBM “Customer Support Online” 29

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31. © 2009 IBM Corporation Downloading your Software

32. © 2009 IBM Corporation Go to www.ibm.com/software/getspss and click on IBM SOFTWARE AND SERVICES linkwww.ibm.com/software/getspss 32

33. © 2009 IBM Corporation Click on Customer Sign In 33

34. © 2009 IBM Corporation If you are returning customer enter your email and password to access downloads. If this is your first time trying to access the software complete the New Customer information and Register. 34

35. © 2009 IBM Corporation Click on Software download & media access 35

36. © 2009 IBM Corporation Click on Download finder 36

37. © 2009 IBM Corporation Choose the product you wish to Install and Continue 37

38. © 2009 IBM Corporation Choose the Language and Platform of your system. 38

39. © 2009 IBM Corporation Look for the option that best describes what you want to install and EXPAND (+) the option 39

40. © 2009 IBM Corporation Under each download are subdirectories to choose from. Click on the box next to the item you wish to install 40

41. © 2009 IBM Corporation Scroll to the bottom of the page and click on I agree then Begin Download. If you are having issues with the download click on the DOWNLOAD METHOD and change to HTTP Transfers. Note that firewalls and popup blockers may appear after download begins so you will need to allow these. Once download is complete you will be taken to a License Key Wizard where you input the Authorization Key that was generated in the License Key Center 41

42. © 2009 IBM Corporation Requesting Media April 26 th, 2011

43. © 2009 IBM Corporation43 Business Analytics March 2011 Media Access Different customer types have access to media in different ways at IBM. As a FCT (Flexible Contract Type) customer, you can obtain media at time of purchase by asking for discs versus download, and paying an additional $118. Or later media can be ordered later for the same price. As a Passport Advantage or Passport Advantage Express customer, you are entitled to free software copies. Simply contact your account manager to request. In future, all contract types will be able to access software via the Software & Services Online portal. See following slide https://www-112.ibm.com/software/howtobuy/softwareandservices/

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45. © 2009 IBM Corporation Getting Help from IBM

46. © 2009 IBM Corporation46 Getting Help In order to request support assistance for your IBM SPSS software, there is one place to go: www.ibm.com/planetwide There you can either call for support or place a support request online. The US number is 800-426-7378 and online SR tool is at the site as seen below

47. © 2009 IBM Corporation IBM Support Portal Kathy Maegerlein – Technical Support Web Support 21 April 2011

48. © 2009 IBM Corporation48 Web Site Registration vs IBM Registration  IBM Web Site www.ibm.com www.ibm.com  IBM Passport Advantage Online Registration http://www.ibm.com/software/howtobuy/passportadvantage/paocustomer http://www.ibm.com/software/howtobuy/passportadvantage/paocustomer  IBM Service Request Registration http://www.ibm.com/support/servicerequest http://www.ibm.com/support/servicerequest Source:If applicable, describe source origin IBM Presentation Template Full Version

49. © 2009 IBM Corporation PA-Online Website vs Support Website 49

50. © 2009 IBM Corporation Two Step Registration for Technical Support  Step 1 - Register on www.ibm.com Registering on www.ibm.com enables you to set up your standard “Product List” and access the Technical Support knowledge base, patches and pro-active technical notifications for your products.  Step 2 - Register with IBM Service Request (SR) Registering with Service Request enables you to submit, update, and review software problems to IBM Technical Support specialists. You must complete Step 1 above and know your IBM Customer Number before you attempt to register with IBM Service Request.  Note to SPSS Students: Register on our Student Resource page You do NOT need to complete the steps below to submit cases via the Student Portal which provides web-based assistance to students for licensing and installation questions.Student Resource 50

51. © 2009 IBM Corporation Registered with IBM.com – Support & Downloads 51

52. © 2009 IBM Corporation Registered with IBM.com – Support & downloads – First Access 52

53. © 2009 IBM Corporation Support Portal Overview - “Home” page 53

54. © 2009 IBM Corporation Support Portal – Notification Subscriptions 54

55. © 2009 IBM Corporation Search the Support Knowledgebase 55

56. © 2009 IBM Corporation Additional Support Resources 56

57. © 2009 IBM Corporation Problem Submission Requires IBM Service Request Registration IBM Service Request (SR) Registration – 5 levels + Student Option  Provisional User – temporary ability to submit and manage service requests until approved for advanced access below.  Authorized User – enables you to submit and manage service requests via the IBM Support Portal.  Technical Contact - enables you to also manage which users at your company are authorized to submit service requests to IBM Support  Site Technical Contact – the user designated by your company as the primary administrator for Support and has full access to the administrative tools.  Business Partner – enables you to create and manage SRs on behalf of your customers. PartnerWorld registration is required.  Student Option – students using SPSS products have the ability to submit issues via the web only 57

58. © 2009 IBM Corporation Service Request – SPSS Student Resources www.ibm.com/spss/rd/students/ 58

59. © 2009 IBM Corporation Service Request Submission 59

60. © 2009 IBM Corporation Sign in to IBM Service Request – with IBM Web ID 60

61. © 2009 IBM Corporation Service Request – Not Registered 61

62. © 2009 IBM Corporation Service Request – Request Access 62

63. © 2009 IBM Corporation Request access to Service Request feature  Must have an IBM ID  Must be logged in with your IBM ID  For Software support, must have an “ICN” - an IBM Customer Number  Specify your Country/region  For hardware support, you could optionally specify your machine type and serial number 63

64. © 2009 IBM Corporation Service Request – Authorized User vs Technical Contact 64

65. © 2009 IBM Corporation Service Request – User Administration 65

66. © 2009 IBM Corporation Service Request Submission 66

67. © 2009 IBM Corporation Service Request – Problem Description 67

68. © 2009 IBM Corporation Service Request – Business Impact, Files 68

69. © 2009 IBM Corporation Service Request – Submission Verification, ID Assigned 69

70. © 2009 IBM Corporation Service Request – Search and view 70

71. © 2009 IBM Corporation Service Request - Updates 71

72. © 2009 IBM Corporation IBM Help for Technical Support  NOTE: Technical Support Specialists will not be able to view your registration information or your web site view. Use the links below:  IBM Service Request Quick Start http://www.ibm.com/software/analytics/spss/support/techsupport.html  IBM Service Request overview https://www.ibm.com/support/servicerequest/help/srHelp.action  Use this Customer Assistance form to ask a question or report trouble with IBM Service Request (SR), including registration problems https://www-304.ibm.com/software/entitlement/CustAssist?topic=sr  View a How to Register for Service Request tour http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.srtool/srtool/1.0/Over view/Registration/registration_viewlet_swf.html?noframes=truehttp://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.srtool/srtool/1.0/Over view/Registration/registration_viewlet_swf.html?noframes=true  Instructions for changing the primary Site Technical Contact http://www.ibm.com/support/servicerequest/relationship/nominationHelp.action  Instructions for managing the Primary Contacts at your account https://www.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/help.html  Locating contacts for help with registration https://www- 112.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html 72

73. © 2009 IBM Corporation License Key Center

74. © 2009 IBM Corporation IBM SPSS License Key Center  Why the shift to a license key center instead of just direct delivery? –In many cases, IBM allows you to choose the version at the time of code generation –Provides for self-management of your IBM assets –Allows you to generate temporary authorization codes in place of permanent codes –You get to choose who has access to your authorization codes –You can choose which users have various features  License key center is hosted by Flexera software –Specializes in authorization code and key management –Used by several other IBM brands, so you may come across similar sites with other purchases 74

75. © 2009 IBM Corporation Demo  Live demo of IBM SPSS License Key Center 75

76. © 2009 IBM Corporation Questions  Q & A 76