Information Management support

Dear Valued Customer,

 As we have previously communicated to you, FileNet Support is being incorporated into IBM to better serve your support needs and to provide you with a consistent experience for all of your IBM products. This email is intended to inform you of changes that will be occurring shortly. If you have any questions regarding these changes or with your IBM FileNet support account, please feel free to contact the IBM FileNet Client Relations Group (CRG) at +1.714.327.7680 (Option 6) or by email at crgfn@us.ibm.com.

 What is Changing

Beginning on October 1^st, 2007, all visitors to FileNet’s Support Portal (www.css.filenet.com) will be redirected to the IBM Software support website. A translatable landing page will welcome you and provide you with information on how to use the IBM Software support website to get support for your IBM FileNet products.

 As part of this transition, the following changes will be occuring on October 1^st. 

1. Your FileNet Site ID is no longer valid. Please use your IBM Customer Number (ICN) when contacting IBM Support.
2. Your FileNet CSS web account is no longer valid. You will need your IBM ID to open service requests and to customize your IBM web experience.
3. FileNet’s problem submission tool is being replaced by IBM’s Electronic Service Request (ESR) tool.
4. Support phone numbers for most countries will change to standard IBM Support numbers.
   

Required Actions to Prepare for the Transition

In an effort to minimize any disruption in your support, you need to complete the following actions:

 Locate your IBM Customer Number (ICN). Contact your Executive Site Contact or IBM’s FileNet CRG at the number/email above to request this information.

1. Create an IBM ID if you do not have one already. Your IBM ID is an IBM web account that is required to access many of IBM’s online support features.
2. Create and configure your Electronic Service Request (ESR) account. The ESR tool is IBM’s support case management system. Your FileNet Support Site Executive Contact will need to create your site’s ESR account and add Authorized Callers/Users to the account before any support cases can be opened or tracked within the system. ESR Help is available to assist you with this process.
3. Refer to the IBM Planetwide Directory for updated support numbers.
4. Review the IBM FileNet Support Transition FAQ for detailed information on how to get support for IBM FileNet products.
5. Become familiar with the IBM Software support website by reviewing the site tours and help pages found on the Support Assistance page.We appreciate your patience and cooperation while we conclude this transition period. We are confident that once the transition is complete you will find that our ability to provide you with world class support will only be enhanced.
   

 Sincerely.

IBM ECM Support Team