Cognos Analytics

In an effort to provide a more seamless experience for our Cognos Analytics on Cloud offerings, we moved to a new ticketing system on Monday, April 10, 2017.  This system can be accessed directly via the Client Success Portal at the following link: https://support.ibmcloud.com

Note: If you don’t know your password select “Reset your password”, enter your email address and you will be sent a temporary password.

The Client Success Portal is an easy-to-use portal, available 24x7, to open tickets directly with the Cloud Support team for these offerings. This system will provide you with a single entry point and communication channel for all Cloud Support related problems and questions. From within the portal, you can open a new ticket, see the status of existing tickets and provide an update.

All contacts for your company that have opened a PMR for Cognos Analytics on Cloud since January 2017 have automatically been added to the Client Success Portal.  Please visit the Portal and verify that you can login over the course of the next few days. Additional contacts can request access by visiting the Portal and clicking on "Need an account".

We will not be migrating your PMR data to the Client Success Portal. We will continue to work existing PMRs until they are resolved.

As of May 1st, the portal will be your most effective and efficient means for logging, tracking and communicating all aspects of your support activities.

Opening a ticket

Login to the Client Success Portal - https://support.ibmcloud.com

Select Open Ticket
Select Product/Brand = Cognos Analytics on Cloud
Select the appropriate Service Offering = Cognos Analytics on Cloud
Specify a Severity - Severity 1 is reserved for system down issues only; the service must be inaccessible or unusable.

Escalations

IBM Cognos Customer Support is committed to provide excellent customer service at all times. If our support services fail to meet your expectations, please refer to the escalation procedure in the IBM Support Handbook here: http://www14.software.ibm.com/webapp/set2/sas/f/handbook/getsupport.html#9

Knowledgebase

We will continue to leverage Technotes for knowledge articles relating to Cognos Analytics on Cloud. These are accessible via IBM.COM - https://www-947.ibm.com/support/entry/myportal/support

Looking for more information? Attend one of the following webinars:

April 25, 2017 @ 10:00 AM ET OR April 25, 2017 @ 8:00 PM ET

Websession:

https://apps.na.collabserv.com/meetings/join?id=6683-5500
Meeting password HUDSONS

For call in details, use Participant Passcode 6888507 and reference the Country specific dial-in numbers below:







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