Lotus support

• A free local software serviceability workbench that centralizes support resources and helps you resolve problems with Lotus and other IBM Software products
• Includes a concurrent Search tool that spans relevant IBM information resources and returns the results categorized by source for easy review
• Includes a new Tool workbench that provides you with the problem determination tools that IBM Support uses to resolve issues
• Provides tools to eliminate or reduce manual collection and transmission of the information from your system(s) used by IBM Support in problem determination, thus expediting problem resolution
• ISA V4.0 is now available and includes a host of new features and enhancements, making this version the most comprehensive and flexible yet (NEW!)

All IBM customers

• Visit theIBM Support Assistant Web page
• Watch avideo overview(no audio) of ISA
• Request a free demo(ISA team can demo the tool to your company/dept)

• Download theIBM Support Assistant(free IBM ID and password required)

• Provides fixes and fix packs for your system's software
• Find the fixes or fix packs you are looking for by searching by product, release, OS, fix ID, and/or APAR number, or by a full text search of the associated fix descriptions
• Helps you identify any prerequisite or co-requisite fixes associated with the fixes you want to download
• The Lotus software products currently supported by Fix Central are: Lotus Connections, Lotus Domino (Fix Packs only), Lotus Expeditor, Lotus Mobile Connect, Lotus QuickPlace, Lotus Quickr, Lotus Sametime, Workplace Web Content Management, and Workplace Collaborative Learning
• Additionally, the WebSphere-branded Portal family products supported are: WebSphere Dashboard Framework, WebSphere Portal, and WebSphere Portlet Factory
• Coming soon: Lotus Forms and Lotus Notes Traveler
• Read about the new options of Fix Central 2.0, which offers software product searching options and product upgrade advice, making it easier to find the best fix to download (NEW!)

All IBM customers, but note that some downloads require the Web ID to be entitled in order to successfully download fixes through Fix Central

• VisitFix Central
• Read theFAQsin the Fix Central software Help

• A collection of multimedia educational modules designed to help you gain a better understanding of IBM software products
• Integrates narrated presentations, Show Me Demonstrations, tutorials, and resource links
• Access these materials by clicking on the left navigation panel, selecting the product, topic and the online education module
• Lotus Software products currently covered in the IBM Education Assistant are Lotus Domino, Lotus Expeditor Version 6, Lotus Notes, Lotus Sametime, WebSphere Portal, and Workplace Web Content Management

All IBM customers

• Visit theIBM Education Assistant Web page
• See the content for theLotus software productsthat are covered
• Watch avideo overview (with audio) of the IBM Education Assistant

• Lotus Support Technical Exchange is an exciting series of Open Mic conference calls and webcasts where technical experts share their knowledge and answer your questions on specific technical topics
• Topics have been in the following areas so far: Notes/Domino/Symphony, Portal/Web ContentManagement, Sametime/Connections, and Quickr
• You can suggest topics for the teams to cover on future technical exchanges
• Events are recorded for those not able to attend live
• Previously recorded Open Mic calls are available to play or download as MP3 files

All IBM customers

• Visit theLotus Support Technical Exchangepage often for schedules, downloads and details

• A live remote-assistance tool used to help resolve complex issues
• Allows IBM support team members to securely view and share control of your desktop
• Speeds up problem determination, collection of data, and ultimately, your problem solution
• You use Assist On-site after opening a problem via the normal methods and the support engineer decides whether this tool is the right approach for your particular problem
• Once you connect to the service, you are prompted to download a small, self-installing plug-in
• At any time during a support session, you can take control of your computer just by moving your mouse; you are in charge at all times

IBM Software customers with an active Support contract

• Visit theAssist On-site web pagefor details and FAQs
• Read theAssist On-site Securitytechnote to learn how the tool's security works
• Read theAssist On-site Network Connection Requirementstechnote

Forums

• The public discussion forums for Lotus products are where the Lotus community meets to talk about Lotus software
• You can discuss Lotus products with your peers, solve problems through collaboration, expand your understanding of Lotus products, and create connections with others
• Most of the Lotus family of products (20+) are represented in the forums; from Lotus Notes/Domino and Lotus Connections, to Lotus Quickr and Sametime

Wikis

• Share your deployment experiences and best practices in our wikis and help IBM to create scenarios for successful deployments
• Contribute to the community by collaborating on shared content and leverage the shared knowledge from that community
• We currently have wikis for: IBM Composite Applications (NEW!), Lotus Connections Deployment, Lotus Domino (NEW!), Lotus Quickr Best Practices, Lotus Sametime (NEW!), WebSphere Portlet Factory (NEW!), Workplace Web Content Management

All IBM customers
Note: To participate in some forums, you need to complete our free registration form to get a developerWorks Lotus user name and password. (If you have previously registered on Notes.net/Lotus Developer Domain, that is the user name and password to use here.) Other forums require an IBM ID to participate.

• Participate in theLotus public forums
• Participate in theLotus wikis
• Check out the entiredeveloperWorks Lotussite to access a wealth of information

• Voted as one of "The Year's 10 Best Web Support Sites" for 2007 by the Association of Support Professionals!
• A personalized, customizable Web portal where all of the content is filtered and tailored to you and your products
• Prevents problems because you are notified of hot issues before you encounter them
• Allows you to troubleshoot issues with advanced searching across technotes, your PMRs, support downloads, events, etc. -- all at once
• Easily tracks your company's Problem Management Records (PMRs)
• Includes collaborative tools to connect you to IBM and other customers

IBM Software Premium Support customers

• Visit theIBM Workplace for Customer Support Web page
• Watch avideo demo (with audio) of the portal

• Provides an interactive and dynamic vehicle to promote and bring attention to interesting and useful product and Support-related information
• Proactively warns you about hot issues and Support-related events
• Allows you to give feedback and comments directly to Lotus Support
• Features a cast of characters from Lotus Support to let you hear varied voices
• Covers topics ranging from views about a hot new product, or a software problem, to how Support works or tips on how to best assist yourself using our Web support options

All IBM customers

• Visit theNotes from Lotus Supportblog

• A free Support Web site for all customers of Lotus products
• Allows you to search IBM's software support knowledge base documents, downloads, and learning materials
• Provides easy links to download updates and patches
• Acts as a launching page to other online resources (such as fix lists, product documentation, and RSS feeds) for Lotus products
• Recently updated to employ a dynamic task-based navigation

All IBM customers

• Visit theLotus Software support page
• Watch avideo tour(no audio) of the IBM Software Support sites
• Watch avideo overview(no audio) highlighting the new site features

• An electronic problem submission tool that allows you to submit and manage Problem Management Records (PMRs) 24 hours a day
• Allows you to describe your software problem and environment in your own words (eliminates call center contact)
• IBM representatives review your PMR and work with you to resolve it
• You receive the same precedence as a PMR called in over the phone (both types are treated first-come-first-serve in the queue)
• Lets you monitor and update all of your open PMRs and view closed PMRs

IBM Software customers with an active Support contract

• Visit theESR Help Web page
• Watch a detailedvideo demoabout how to use ESR (with audio)

• A free toolbar (that you can hide whenever you want) that takes 30 seconds to download and install to your Microsoft Internet Explorer or Mozilla Firefox Web browser
• One place, containing the most accessed Support pages regardless of what IBM Software products you are using
• Allows for instant searching of our Support knowledge base using keywords, specific errors, or an exact phrase
• Provides the ability to search or browse for product downloads including Fix Packs, Updates, Patches, etc
• Automatically notifies you when a new version is available for download

All IBM customers

• Visit theIBM Software Support Toolbar Web page

• Download theIBM Software Support Toolbar for Microsoft Internet Explorer
• Download theIBM Software Support Toolbar for Mozilla Firefox

• It is a FREE premier showcase Web site that allows you to experience the latest collaboration innovations from Lotus software
• This live community enables members to share information, collaborate, and exchange ideas on emerging technologies
• "Test drive" and experience Lotus products and innovations without worrying about the back-end hosting and without waiting for the formal product release
• Try the showcased products (currently: Lotus Connections, Lotus Sametime, Lotus Quickr, and Lotus Domino Web Access) before you buy them
• Influence the development of Lotus products by providing feedback to the development team via blogs, forums, and live monthly webcasts (hosted by our top technical product experts)
• Participate in chats within specific product forums or the general Lotus Greenhouse forum

All IBM customers and Business Partners

• Visit theLotus Greenhouse home pageto:

• Go to theLotus Greenhouse home pageand click the orange "Join Now" button (it's FREE!)