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Who provides end user support? How do problems flow?

April 26, 2017flow problems provides support user

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Who provides end user support? How do problems flow?

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The customer provides their own end user help desk. If they identify a problem that appears to be related to the service (i.e., connectivity or a mail server issue), then the customer’s “Authorized Contact” will open a Service Request via the IBM iSRVCE web portal or by phone if the situation is considered a “Sev1” issue. Support is in English. If they identify a problem that appears to be software product related then the customer will contact IBM Support for product support.