As no one else has responded to this publicly, I will.
Bonnie,
You need to contact your local IBM office and ask to speak to a marketing
rep, unless you already have one.
What you are asking for is help getting your maintenance contract
straightened out and purchasing another contract for services and only a
marketer can help with that. This is a technical forum and not geared to
help you navigate how to do business with IBM, especially since you are a
government entity.
To get phone support, you purchase a maintenance contract. If, as you
say, you already have entitlements in place, then you should already have
a customer number. If you have one of those, then all you need do to
obtain phone support is call 1-800-TIVOLI8(848-6548) as each posting to this
says and use that number when they ask you for
it. If they tell you that the number is not good, then you will have to
get your local marketing office to straighten that out. The IBM model is
that you deal with a local representative. Trying to bypass your local
office will be very difficult indeed.
As for limited service contracts, that is what people such as frequent
contributor to this forum Leslie Clark do for a living. IBM has many such
installers working for IBM Global Services who can respond to you with a
precisely tailored contract for just what you need. That's how they make
money. Your marketing rep is the person who can investigate that for you.
Hoep this helps
James Shanks
Level 3 Support for Tivoli NetView for UNIX and NT
Tivoli Software / IBM Software Group
"Bonnie Jundt" <bonnie_jundt@mail.und.nodak.edu>
05/10/2002 03:22 PM
To: <nv-l@lists.tivoli.com>
cc:
Subject: [nv-l] Maintenance
I have had great difficulty in finding a contact at either Tivoli or IBM
to renew our expired Netview maintenance contract. Because of our
university's entitlements with IBM, I was able to order an upgrade to
Netview 7.1.1, however I am interested in phone support and have not
been able to find the right person to move forward.
I would also like information on possibilities of consulting services
to assist with moving from our current Netview V5R1 to 7.1.1. We have
new hardware, IBM model 44P 270, and we are planning a fresh
installation, rather than a conversion, and would like the expertise of
someone to more fully utilize available functionality. This would be a
short term arrangement, working directly with one or two of our in-house
analysts. We are not interested in a permanent outsourcing arrangement.
I would appreciate direction from someone who can provide this service,
or from someone who has successfully used this service.
Most of all, I want a process for purchasing phone support.
Thank you in advance.
Bonnie Jundt
Manager, Network Services
University of North Dakota
bonnie_jundt@mail.und.nodak.edu
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