Dear Valued Customer:
As you are aware, FileNet Support is being integrated with IBM to better serve your support needs and to provide you a consistent experience for all of your IBM products. We would like to make you aware of some changes that will be occurring shortly. If you have any questions regarding these changes or with your IBM FileNet support, please feel free to contact the Client Relations Group at +1 (714) 327-7680 (Option 6) or by email at crgfn@us.ibm.com.
IBM Fix Pack Downloads
Software patches and “hot fixes” are officially called Fix Packs. As in the past, Fix Packs are available to all entitled customers who have active support agreements. What is changing is the location and process for downloading Fix Packs.
Beginning on August 16, 2007, Fix Packs will be available for download from IBM ftp servers. Until further notice, to locate Fix Packs, please continue to visit the FileNet CSS website. After logging in, click on “Download Fix Packs” from the main page. You will be redirected to an IBM webpage where you will then be able to find the desired Fix Pack.
Please note, to download your Fix Pack, you will be required to login using your IBM website ID and password. If you do not have an IBM ID, or if you have lost your ID or password, you can request this information during the download process.
Lost Media Request Process
As a standard practice, IBM allows customers to download their software versus sending CDs. However, for customers who lost their media for software releases that are no longer being marketed, you can contact your IBM FileNet support representative to request a replacement. Your representative will open a case on your behalf and, after verifying that you have a current support agreement for the software, your request will be processed. This process should take between seven and ten days.
FileNet Support Handbook
We have recently updated the FileNet Support Handbook with the latest world-wide Support contact information and procedures. The Handbook is now available for download at the below URL. The Handbook is a valuable resource for all of your IBM FileNet support needs.
Finally, we would like to thank you for your continued support as we precede with our integration efforts. We will be sending you future communications as these changes made, however, for the latest information regarding these efforts please visit the IBM FileNet Support Resources page.
Sincerely.
IBM ECM Support Team
As you are aware, FileNet Support is being integrated with IBM to better serve your support needs and to provide you a consistent experience for all of your IBM products. We would like to make you aware of some changes that will be occurring shortly. If you have any questions regarding these changes or with your IBM FileNet support, please feel free to contact the Client Relations Group at +1 (714) 327-7680 (Option 6) or by email at crgfn@us.ibm.com.
IBM Fix Pack Downloads
Software patches and “hot fixes” are officially called Fix Packs. As in the past, Fix Packs are available to all entitled customers who have active support agreements. What is changing is the location and process for downloading Fix Packs.
Beginning on August 16, 2007, Fix Packs will be available for download from IBM ftp servers. Until further notice, to locate Fix Packs, please continue to visit the FileNet CSS website. After logging in, click on “Download Fix Packs” from the main page. You will be redirected to an IBM webpage where you will then be able to find the desired Fix Pack.
Please note, to download your Fix Pack, you will be required to login using your IBM website ID and password. If you do not have an IBM ID, or if you have lost your ID or password, you can request this information during the download process.
Lost Media Request Process
As a standard practice, IBM allows customers to download their software versus sending CDs. However, for customers who lost their media for software releases that are no longer being marketed, you can contact your IBM FileNet support representative to request a replacement. Your representative will open a case on your behalf and, after verifying that you have a current support agreement for the software, your request will be processed. This process should take between seven and ten days.
FileNet Support Handbook
We have recently updated the FileNet Support Handbook with the latest world-wide Support contact information and procedures. The Handbook is now available for download at the below URL. The Handbook is a valuable resource for all of your IBM FileNet support needs.
Finally, we would like to thank you for your continued support as we precede with our integration efforts. We will be sending you future communications as these changes made, however, for the latest information regarding these efforts please visit the IBM FileNet Support Resources page.
Sincerely.
IBM ECM Support Team
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