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Sirius Client Asset Management Support |
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↓ Cisco Support:
Opening Cases with Cisco TAC
When contacting the Cisco TAC (800-553-2447), please have the following information available:
• Contact Number
SMARTnet Onsite 7x24x4
SMARTnet 7x24x4
SMARTnet 8x5xNBD
SMARTnet ESW
• Company Name
• Contact Number
• Phone Number
• Model and serial number of the unit you are calling about
Security Levels - Cisco has four severity levels for TAC calls:
» Cisco Severity 1: Network Down Emergency
Cisco and the customer will commit any necessary resources "around the clock" to resolve the situation.
Call the Cisco TAC at 800-553-2447 and articulate that a P1 case needs to be initiated. Then proceed as follows:
• Provide an accurate description of the problem and articulate the Severity Level (1) to the TAC engineer
• Stay on the line to be connected to an engineer
• If you require further escalation, please request to speak to an Escalation Engineer or the Duty Manager, as applicable
» Cisco Severity 2: Network Severely Degraded
Cisco and the customer will commit full-time resources during "customer's normal business hours" to resolve the situation.
Call the Cisco TAC at 800-553-2447 and srticulate that a P2 case needs to be initiated. Then proceed as follows:
• Provide an accurate description of the problem and articulate the Severity Level (2) to the TAC engineer
• Stay on the line to be connected to an engineer
• If you require further escalation, please request to speak to an Escalation Engineer or the Duty Manager, as applicable
Severity Level 1 and 2 cases require the customer be available for a live hand-off to a Cisco engineer. Please do not use e-mail or Cisco.com to submit Severity 1 or Severity 2 problems. If a case has already been submitted, call the Cisco TAC to escalate the case to a Severity 1 or Severity 2 level as applicable. If you require further escalation, please request to speak to the Escalation Engineer or Duty Manager.
» Cisco Severity 3: Network Performance Degraded (Default Priority)
Cisco and the customer are willing to commit resources during normal business hours to restore service to satisfactory levels.
» Cisco Severity 4: Information or Assistance Requested
Cisco and the customer are willing to provide resources during normal business hours to provide information or assistance as requested.
You may open a Severity Level 3 or 4 case in one of the following ways:
• Web: www.cisco.com
• E-mail:
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• Phone: 800-553-2447
Issues related to "Acts of God" (i.e., lightening, floods, etc.)
If a piece of equipment is damaged by an "Act of God," it is not covered under the regular service contract. Cisco will respond by best effort to ensure network connectivity is restored.
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↓ HP Support:
During the contract period, should your equipment require service, please contact the HP Response Center at 1-800-633-3600. Provide the dispatcher with the Service Agreement Identifier (SAID), serial number and product number. Further information regarding the SAID is contained in the attached documents.
Accessing your HP Services
When you purchase a new contract, you will be assigned an identifier that will be used to request service from HP. The Service Agreement Identifier (SAID) is a 12 digit number that is systematically generated, that is both globally unique and secure. It can not be customized, and remains the same for the life of the contract and any subsequent renewals. The SAID was designed to help ensure the privacy of your account information and will be clearly displayed on your HP Service contract.
You do have the ability to customize a Support Account Reference (SAR) identifier if you need one for internal tracking. However, the SAR cannot be used to request service from HP. You must use the SAID whenever you request service.
The SAID is valid regardless of whether you are calling the HP Response Center, accessing services over the Web, or through automated remote call logging. You can use the serial number along with a product number to request service. If you are calling the HP Response Center and you have multiple levels of support on one contract, you will need the product number and serial number of the equipment requiring service to ensure proper entitlement.
If you are currently using the HP Web-enabled support tools, IT Resources Center (ITRC), or Integrated Support Enterprise Edition (ISEE), you may need to link them with your new SAID.
As more services and customer contract management functionality become available via our innovative Web solutions, the system-generated SAID will be an excellent way to protect your confidential infomration.
» HP Quick Reference Guide (.pdf)
» View the Terms and Conditions of your HP maintenance contract (.pdf)
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↓ IBM Support:
To request hardware or software support, go to http://www.ibm.com/, select Support & Downloads from the top menu bar, and choose Open a Service Request. To place a hardware or software support call, please follow the instructions below.
To get software upgrades, please visit the IBM Product software download Websites. For example, visit www.ibm.com/eservices/ess for zSeries software upgrades.
If your support call is denied by IBM, please contact Sirius Managed Services at 1-800-364-3780 and ask for Client Asset Management support.
» IBM Hardware Support
Placing a hardware support call to IBM
Call 1-800-IBM-SERV (1-800-426-7383) and follow the prompts for speaking with the correct department, depending on equipment.
For Hardware Maintenance
Please have the following information available:
• Machine type
• Contact person
• Phone number, including area code (where hardware is located)
• Serial number
• Problem description
• Host machine (i.e., for disk, drawers, which machine it is attached to, etc.)
You will receive a reference number (PMR #), and then either receive a return call or IBM will dispatch an Engineer.
Note: Although you have a "Temporary Entitlement" or a "Welcome Letter" from IBM, you may be denied service initially. Ask to be transferred to the Entitlement desk. Explain to the Entitlement Coordinator that you are in the process of entitlement with IBM. They may ask you to fax the Temporary Entitlement or Welcome Letter. Utilize the IBM Solution ID number on the Temporary Entitlement or Welcome Letter as a reference for your contract. If all else fails, please ask to be transferres to the Duty Manager, who has the authority to release the call. They may ask for a copy of the Temporary Entitlement or Welcome Letter as well.
» IBM Software Support
Placing a software support call to IBM
Call 1-800-IBM-SERV (1-800-426-7383) and follow the prompts for speaking with the correct department, depending on equipment.
For Software Maintenance (Supportline, SWMA, Passport Advantage)
Please have the following information available:
• Customer number (ServiceSuite or Passport agreement number)
• Machine type
• Serial number for System i/AS400 machines
• Operating system
• Confirmation of Software with the issue (product)
• Version/Release
• Contact person
• Product description
You will be transferred to a specialist.
Emergency Entitlement Infomration
For signed statements of work with IBM, but not yet registered:
» For Support
When calling IBM for Software Support at 1-800-IBM-SERVE (1-800-426-7383), here are the proposed instructions for End Users when a new marketed contract has been signed, but not yet through the IBM internal registration process:
• Receive-call agent will ask the caller for the following infomration:
Customer number
Operating system
Failing product name
Version/Release
• If no entitlement is found, the receive-call agent will have dialog with the caller about the possibility of their support contract being found
under a different customer number, or request the caller provide the machine type/serial of the machine they are calling for, or search for
the proper entitlement information.
• The caller should inform the receive-call agent that they have recently signed a new contract for software support, and provide the
following infomration to the agent:
Machine type/serial
Contact number provided to them by business partner
Check the Sirius Client Asset Management Website for contract number
• The receive-call agent will:
Validate company name/address, and ask a few more questions of the caller
Validate that they have a newly signed contract
Will pass them through for software support
» For Subscription
The end user should follow the normal process for ordering an upgrade. If the end user is denied support, and they have a signed agreement that is in the contract registration process with IBM, then they are eligible to use the emergency entitlement process for subscription. Sirius will send an e-mail to IBM. The e-mail must contain the customer name, phone number, business partner name, signed contract number, and the machine type serial number.
For assistance with entitlement issues for any Sirius/IBM contract, please contact Sirius at 1-800-460-1237 and ask for Client Asset Management support or
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.
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↓ IBM Internet Security Services (ISS) Support:
Contact Customer Support
Technical Support for IBM ISS Products is available 24/7/365
If your support call is denied by IBM, simply contact Sirius at 1-800-460-1237 and ask for Client Asset Management support or
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In the Americas
Customer Support Portal: https://www.iss.net/issEn/MYISS/login_help.jhtml
Phone: 888-447-4861 (Toll-free in U.S. or Canada) or 404-236-2700
E-mail:
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Web: Customer Support or Customer Knowledgebase Review the IBM Internet Security Services (ISS) Support and Maintenence Policy
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↓ InfoPrint Support:
Notice: Important changes effective September 1, 2010*
*Details of these changes are also posted on the www.infoprint.com/transformation Web site. We encourage you to bookmark the page for easy reference, as future changes will be posted on the site.
» New Toll-Free Phone Numbers
Effective September 1, 2010
The phone numbers that your company uses to contact InfoPrint Solutions hardware/software, service, and support call centers have been changed:
Canada
877-318-8967 |
United States
877-318-8968 |
The new numbers are also posted on the InfoPrint Web site.
» New Online Ticketing System
InfoPrint has launched a new online ticketing system for submitting service requests. Details of the new eService can be found on the Web site at www.infoprint.com/transformation.
Although changes have been made to the InfoPrint telephone numbers, systems, and processes, you will continue to be supported by the same account team. Please be assured that you will receive the same high quality of products, service, and support from InfoPrint that you have in the past. In fact, the transformation efforts will allow InfoPrint to provide even better service for you in the future.
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↓ Brocade Support:
Call Brocade Customer Support at 1-800-752-8061, and follow the prompts for speaking with the correct department, depending on equipment.
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