1. © 2008 IBM Corporation Service Request (SR) Tool Jason Salares Product Interlock Instructor, IBM Cognos support

2. Key Terms  Site - "Site" means any defined entity, such as a physical location or organizational unit, e.g., a department, division, subsidiary or cost center, of your Enterprise. A Site is identified by a Site number.  IBM Customer Number - An IBM customer number, known as "ICN" or "Customer ID", is a 7-digit code (made up of numbers and/or letters) that identifies a customer's IBM software support contract. ICNs are unique, and are related to a specific Site. You must know your ICN to be able to log a Service Request  IBM Web ID – An ID for www.ibm.com – anyone can instantly create a Web ID. You can use your Web ID to access restricted parts of the ibm.com website, provided you’ve associated your Web ID with a site or ICNwww.ibm.com

3. Logging Service Requests  There are two ways for customers to contact support: –Via the Phone (1-800-IBM-SERV) –Or via the Service Request Tool (SR) at www.ibm.com/support/servicerequest www.ibm.com/support/servicerequest  There are no longer any restrictions on who can access support –No more primary, secondary, or web contacts -Anyone can open a support ticket (providing you know your ICN) -Calling 1-800-IBM-SERV requires you to just know your ICN, but using the SR Tool on IBM.com requires further authorization

4. SR Tool Contacts – Cognos vs IBM  IBM support roles (SR Tool) –Primary Site Technical Contact (PSTC) –Secondary Site Technical Contact (STC) –Authorized User –Business Partner Responsible for granting or denying access to the SR tool

5. Downloading Software http://www.ibm.com/software/howtobuy/softwareandservices  You must have a web ID  You must know your site number  You must be authorized to download software (approved by the PSTC)  Fixes –http://www.ibm.com/support/fixcentral/