1. IBM Data Management Support for Customers: IBM Data Management Home Page - http://www.software.ibm.com/data A Primer Janet Jandrositz 301-803-2813 janetj@us.ibm.com

2. IBM Informix Support  Support Center Number ƒ1-800-274-8184  Several different types of Support ƒAssurance ƒOpenLine ƒRegency ƒEnterprise ƒTime & Materials (Per Call)  Will accept calls that ƒreport defects ƒrequest assistance with problem diagnosis and determination ƒrequest usage assistance, within limits  Will not accept calls ƒwithout valid contract number or serial number

3. United States Support Structure (Informix) Information needed to open a PMR:  Serial Number  Customer name and phone number  Brief description of the software problem & business impact Option 1 = Existing Case 1-800-274-8184 Option 2 = New Case Option 3 = Customer Service Option 7 = Regency & Enterprise Option 9 = System Down Option 4 = Sales & Support Numbers Option 1 = Servers Option 2 = Tools Option 3 = Connectivity

4. IBM Informix Support  Assurance ƒUpdates (maintenance releases) ƒUpgrades (preferential pricing for major releases) ƒTechInfo Center  OpenLine ƒDirect-to-engineer, hot line support  Premier Support ƒRegency Tier 1 (up to 6 accounts) Tier 2 (up to 4 accounts) Tier 3 (1 account - mission critical) Standard Regency Services Regency Status Reports On-going, In-depth Account Analysis Maintenance and Support Planning Case Management Support Advocacy ƒEnterprise Onsite Support  24 X 7

5. Priority (Severity)  Priority 1 ƒCritical business impact, this indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution ƒrequires customer contact if off-shift  Priority 2 ƒSignificant business impact, this indicates the program is usable but is severely limited  Priority 3 ƒSome business impact which results in the program being usable but, with some features (not critical to operations) unavailable  Priority 4 ƒMinimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.

6. Informix Support Escalation  Request someone else  Request a manager  Elevate problem priority to "1" ƒ be judicious ƒ"boy who cried wolf" syndrome ƒ be prepared to work past prime shift  Contact local sales team  Contact local sales team and request "critical situation"

7. Useful Informix Web Sites  http://www-4.ibm.com/software/data/informix/support/ ƒsupport offerings  http://www.informix.com/techinfo/ ƒTechInfo Center is a benefit available to Informix Certified Professionals, Assurance, OpenLine, Regency and Enterprise customers only  http://www-4.ibm.com/software/data/informix/ ƒInformix product family  http://www.iiug.org/new/ ƒInternational Informix User's Group Meetings Forums  http://www-4.ibm.com/software/data/informix/pubs/ ƒInformix library Books Brochures White Papers

8. Informix User Groups  International Informix User's Group (IIUG) ƒ http://www.iiug.org/ver1/index.html  Washington, DC Area Informix User Group (WAIUG) ƒContact: Lester Knusten 703.256.0267 x102 lester@advancedatatools.com ƒJoe Kennedy 301-803-1974 joekenn@us.ibm.com  Norfolk Informix User Group ƒContact: Warren Heising 301-803-2293 heising@us.ibm.comheising@us.ibm.com ƒJoe Kennedy 301-803-1974 joekenn@us.ibm.com  comp.databases.informix ƒvia newsgroup server ƒvia HTML-interface like www.google.com or www.deja.com Informix Internet Newsgroups

9. New Informix Product Requirements/Requests for Enhancement  Attend DB2 Technical Conference (IDS included)  Ask your sales team to submit a FEATURE REQUEST

10. IBM Support - Supportline  Support Center Number ƒ1-800-237-5511  Supportline ƒNormal (Per Call, Monthly, Annual) ƒPremium Response ƒLimit to # of contacts on contract ƒcan be extended for additional fee  Will accept calls that ƒreport defects ƒrequest assistance with problem diagnosis and determination ƒrequest usage assistance, within limits  Will not accept calls ƒwhere it is evident that a consulting resource is required consultling or onsite consultant ƒthat are related to performance and/or tuning

11. United States Support Structure Information needed to open a PMR:  7-digit IBM Customer Number  Customer name and phone number  Name of product needing support, including platforms  Brief description of the software problem & business impact Option 1 = OS/2, Windows IBM Level 2 / change teams product groups Level 3 / development labs Tivoli Support Lotus Support 1-800-237-5511 Option 2 = AS/400 Option 3 = AIX & UNIX Option 4 = OS/390, MVS Option 5 = Networking Option 7 = SW Servers Option 8 = Lotus & Tivoli Option 6 = Retail Systems

12. IBM Support - Passport Advantage  Same support center number  Included with software maintenance for all distributed software  Open authorized caller list ƒopen to anyone within customer's I/T organization ƒmanaged by customer's Site Technical Contact (STC)  Includes ƒassistance with problem diagnosis and determination during normal business hours ƒdefect support ƒusage assistance, within limits ("routine", "short duration") ƒsupport for mission critical emergencies (sev 1) during off-shift hours ƒvoice and electronic (where available) access via the Web  Response objective is two hours during prime shift ƒToronto objective for initial callback is 1 hour during prime shift  Response objective for critical/emergency problems during off-shift hours is two hours.  Will not accept calls ƒwhere it is evident that a consulting resource is required ƒthat are related to performance and/or tuning

13. E-Care  New capability for electronic submission and problem management  URL is http://www.ibm.com/software/data/support/  Registration required  Can submit sev. 2, 3, or 4 PMRs  Can manage any PMR

14. IBM Support  You will first be connected to an entitlement coordinator  He/she will take an initial description of the problem and place your PMR in a queue  Ensure that you provide a full product description, including edition, version/release, os platform, fixpack levels ƒe.g. "DB2 UDB Enterprise Edition V7.1 for AIX with fp 2"  A specialist will call you back

15. Severity  Severity 1 ƒCritical business impact, this indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution ƒrequires customer contact if off-shift  Severity 2 ƒSignificant business impact, this indicates the program is usable but is severely limited  Severity 3 ƒSome business impact which results in the program being usable but, with some features (not critical to operations) unavailable  Severity 4 ƒMinimal business impact, this indicates the problem causes little impact on operations or that a reasonable circumvention to the problem has been implemented.

16. Useful Web Sites  http://www.ibm.com/software/data/db2/udb/winos2unix/support ƒDB2 & DB2 Connect Support Site ƒproduct publications, fixpacks, apar search, flashes, technotes  http://www.ibm.com/software/data/developer ƒDB2 Developer Domain  http://www.software.ibm.com/data ƒIBM's main Data Management Web Page  http://www.redbooks.ibm.com ƒaccess IBM redbooks online and via PDF  http://www.idug.org ƒInternational DB2 User's Group Meetings Forums  http://www.software.ibm.com/support/ ƒIBM software support homepage  http://www.software.ibm.com/data/db2/library ƒDB2 Library Main Page  http://www.db2mag.com ƒdb2 magazine

17. User Groups  International DB2 User's Group (IDUG) ƒ http://www. idug.org  New England DB2 User's Group ƒContact: Charlie Perkins, 617/563-2208, charlie.perkins@fmr.com, Web Site http://members.aol.com/nedb2ug/  Delaware Valley DB2 User's Group ƒContact: Rachel Murawski, 717/821-1222, rachel.murawski@bcnepa.com, Web Site http://www.dvdug.org  Tridex of NY/NJ ƒContact: Nate Murphy, 609/234-2353, 105174.1470@compuserve.com

18. New Product Requirements/Requests for Enhancement  Attend DB2 Technical Conference, GUIDE, SHARE  Attend periodic briefings at the development labs  Ask your sales team to submit a REQUEST (now called a FITS)