Support services and activities:

IBM

FCS

Internal electronic call management system

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Electronic ticketing for support cases

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SLA in line with IBM 24x7 support

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Error message decoding

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General troubleshooting and diagnosis

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Resolutions recommended by IBM, IBM Knowledgebase articles

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Logging of new/unknown issues directly with IBM

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Coordination of the support effort through to esolution

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Detailed problem troubleshooting and diagnosis

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Detailed debugging, tracing, and logging

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Guidance with application and service restarts, assistance rebooting servers

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Assistance with deploying or applying solutions and hot-fixes to resolve logged issues and problems

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Maximo experts available on the first line of support

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Personalized support with knowledge of client   implementation and business processes

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IBM PMR Management

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