FileNet Product Family support

A person at a customer Site who is designated by the Primary Site Technical Contact (PSTC) or a Secondary Site Technical Contact (SSTC) to open Problem Management Records (PMRs) and view all PMRs for that Site or contract. Unlimited number of Authorized Callers/Users per support contract.

A person at a customer site who is designated by the Primary Site Technical Contact (PSTC) or a Secondary Site Technical Contact (SSTC) to view all Problem Management Records (PMRs) for that Site or contract. Unlimited number of Authorized Readers per support contract.

A business relationship between IBM and industry firms committed to our mutual customers' success.

An Electronic Service Request (ESR) form that a customer completes to request that their name be added as an Authorized Caller/User to an account. After the form is completed and submitted, an e-mail is sent to the Primary Site Technical Contact (PSTC) who can then decide whether to approve or deny the request.

A second PMR that is created by an IBM support engineer when your original PMR exceeds the page limit. The IBM support engineer will associate the Continuation PMR with your original PMR and inform you of your new PMR number.

The Continuation PMR is visible in ESR once you have the PMR number. In order to view it in the "My reports recently submitted online" section of ESR, it must first be modified and saved in ESR.

IBM's electronic problem submission tool for software customers to create and manage Problem Management Records (PMR) (PMRs) concerning problems installing or using IBM software. Software customers who have an active support contract for IBM Passport Advantage, Lotus, Rational, Tivoli, or IBM Software Deployment Assist Pack for Business Partner can use ESR.

Also known as "ICN" and "Customer ID". A 7-digit code (made up of numbers and/or letters) that identifies a customer's IBM software support contract. Within the IBM Software Support Web Site, ICNs must be entered as seven digits. Some customers might receive ICNs with six or eight digits. If you received a 6-digit ICN, enter a zero followed by the six digits of the ICN. If you received an 8-digit ICN, you need only enter the last seven digits.

Found at http://www.ibm.com/software/passportadvantage/. An IBM Web Site that includes the following:

• Software downloads
• Software maintenance renewals
• Product catalogs
• e-Notifications
• Contact updates
• Proof of Entitlement (POE)
• Customer statements

An IBM initiative to enhance a customer's online technical support experience for products purchased with software maintenance, which is a combination of software subscription and online technical support. This initiative allows IBM to provide customers with an "always open for business" (24x7) support capability.

Found at http://www.ibm.com/software/support/. An IBM Web Site that includes the following:

• Fixes and Fix Packs
• Technical support content (such as technotes and flashes)
• Documentation
• Software support handbook
• E-mail updates through My support
• Electronic Service Request (ESR)

Commercial software companies whose primary business is developing and delivering solutions to the market.

A worldwide program for IBM Business Partners that offers sales and marketing tools, skill-building courses and technical support to help create opportunities to grow your business and drive increased profit. For more information, visit PartnerWorld or PartnerWorld's assistance page for more information.

An IBM representative who can assist Business Partners and Independent Software Vendors in obtaining information on a PartnerWorld ID or with Business Partner questions. This representative can also assist you if you would like to become and IBM Business Partner.

An IBM ID that is associated with your company's PartnerWorld profile that is needed in order to sign in to ESR and PartnerWorld. Visit PartnerWorld's assistance page for more information.

Passport Advantage and Passport Advantage Express are simple, comprehensive IBM offerings that cover software license acquisition and maintenance options under a single, common set of agreements, processes and tools. For more information, visit www.ibm.com/software/passportadvantage.

"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.

Also known as PSTC, Site Technical Contact and Primary STC; there is one per Passport Advantage Site. A person at a customer's Site who is designated as the primary technical contact when software is purchased throug Passport Advantage. The PSTC is responsible for assigning Secondary Site Technical Contacts (SSTCs) and Authorized Callers/Users to their contracts to give them access to the Electronic Service Request (ESR) tool.

The PSTC is authorized to:

• Add as many as nine Secondary STCs (SSTCs) and unlimited Authorized Callers/Users and Authorized Readers.
• Change the caller type for SSTCs and Authorized Callers/Users
• Change the status for SSTCs, Authorized Caller/Users and Authorized Readers. Possible statuses are:
  • Active: allows the user to view existing Problem Management Records (PMRs) and submit new ones.
  • Inactive: allows the Authorized Caller/User to view existing PMRs only; cannot submit new PMRs. Can be reactivated.
  • Terminated: revokes the user's access to ESR.
• Open PMRs and view all PMRs for that Site.

A Problem Management Record (PMR) is created when a customer submits a request to fix a software problem via Electronic Service Request (ESR). A PMR number is assigned to track the request. A PMR is also referred to as a problem report. A PMR number is also referred to as a report number.

Also known as Secondary STC or SSTC; there are as many as nine per support contract. A person at a customer's Site who is designated by the Primary Site Technical Contact (PSTC) to assist in managing their list of Authorized Callers/Users to allow access to ESR.

The SSTC is authorized to:

• Add unlimited Authorized Callers/Users and Authorized Readers, but cannot add other SSTCs.
• Change the status for Authorized Caller/Users and Authorized Readers. Possible statuses are:
  • Active: allows the user to view existing Problem Management Records (PMRs) and submit new ones.
  • Inactive: allows the user to view existing PMRs only; cannot submit new PMRs. Can be reactivated.
  • Terminated: revokes the Authorized Caller/User's access to ESR.
• Open PMRs and view all PMRs for that Site.