Cognos Analytics

IBM #Cognos Analytics on Cloud - Moving to Client Success Portal

By Archive User posted Thu April 20, 2017 01:19 PM

  
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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ARGENTINA0800-777-8873
AUSTRALIAADELAIDE:61-8-8121-48731-800-227-814
AUSTRALIABRISBANE:61-7-3102-09751-800-227-814
AUSTRALIACANBERRA:61-2-6100-19751-800-227-814
AUSTRALIAMELBOURNE:61-3-9010-77441-800-227-814
AUSTRALIAPERTH:61-8-9467-52541-800-227-814
AUSTRALIASYDNEY:61-2-8205-81081-800-227-814
AUSTRIA43-1-92-86-6970800-677-987
BELGIUM32-3-400-28130800-4-8572
BRAZILRIO DE JANEIRO:55-21-404215510800-8911989
BRAZILSAO PAULO:55-11-3958-07750800-8911989
CANADA866-845-8495
CHILE1230-020-0220
CHINACHINA A:86-400-810-477210800-712-1317
CHINACHINA B:86-400-810-477210800-120-1317
COLOMBIA01800-9-156432
CROATIA080-08-06-428
CZECH REPUBLIC420-2-25-98-56-57800-700-225
DENMARK45-7014-02758088-5603
EGYPT0800000-9036
ESTONIA800-011-1133
FINLAND358-9-5424-71540-800-1-14121
FRANCELYON:33-4-26-69-12-90080-510-0829
FRANCEMARSEILLE:33-4-86-06-00-90080-510-0829
FRANCEPARIS:33-1-70-70-62-74080-510-0829
GERMANY49-69-2222-72260800-000-1652
GREECE30-80-1-100-067500800-12-6873
HONG KONG852-3001-3844800-900-598
HUNGARY36-1-700-882406-800-17732
INDIABANGALORE:91-80-61275219
INDIAMUMBAI:91-22-61501694
INDIANEW DELHI:91-11-66482044
INDIAINDIA A:000-800-852-1229
INDIAINDIA B:000-800-001-6229
INDIAINDIA C:1800-300-00436
INDONESIA001-803-011-3697
IRELAND353-1-247-54421800-932-077
ISRAEL1-80-9214816
ITALYMILAN:39-02-3604-7076800-987-455
ITALYROME:39-06-8751-6067800-987-455
ITALYTORINO:39-011-510-0167800-987-455
JAPANOSAKA:81-6-7878-26200034-800-400712
JAPANTOKYO:81-3-6868-26200034-800-400712
LATVIA8000-2928
LUXEMBOURG352-27-000-13528002-9123
MALAYSIA1-800-81-2129
MEXICOGUADALAJARA (JAL):52-33-3208-7390001-866-886-0433
MEXICOMEXICO CITY:52-55-5062-9190001-866-886-0433
MEXICOMONTERREY:52-81-2482-0690001-866-886-0433
NETHERLANDS31-20-718-85080800-020-0432
NEW ZEALAND64-9-970-47500800-448-994
NORWAY47-21-59-00-51800-18393
PANAMA011-001-800-5072106
PERU0800-53730
PHILIPPINES63-2-858-37381800-111-42390
POLAND00-800-1211865
PORTUGAL351-2-100547078008-60218
ROMANIA40-31-630-01-30
RUSSIA8-10-8002-9933011
SAUDI ARABIA800-8-110069
SINGAPORE65-6883-9210800-120-4271
SLOVAK REPUBLIC421-2-322-422-300800-002086
SLOVENIA0-800-81353
SOUTH AFRICA080-09-98823
SOUTH KOREA82-2-6744-106400798-14800-6729
SPAIN34-91-414-09-07800-098-443
SWEDEN46-8-505-78-4030200-890-121
SWITZERLAND41-44-580-62900800-001-294
TAIWAN886-2-2795-736000801-137-695
THAILAND001-800-1206-65538
TURKEY00-800-151-0812
UNITED ARAB EMIRATES8000-35702385
UNITED KINGDOMBIRMINGHAM:44-121-210-90300800-279-3933
UNITED KINGDOMGLASGOW:44-141-202-32300800-279-3933
UNITED KINGDOMLEEDS:44-113-301-21300800-279-3933
UNITED KINGDOMLONDON:44-20-7108-62570800-279-3933
UNITED KINGDOMMANCHESTER:44-161-601-14300800-279-3933
URUGUAY000-413-598-3456
USA1-203-607-0460866-803-2141
VENEZUELA0800-1-00-3762
VIETNAM120-11745
EGYPT




#clientsuccessportal
#Resources
#cloud
#GettingStarted
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