IBM Resilient Support Open-Mic: Transition to a New IBM Support Portal

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When:  Nov 8, 2019 from 11:00 AM to 12:00 PM (ET)

We heard you…and we are taking actions to improve your Support experience!

IBM appreciates the opportunity to have you as a customer.  We always strive to seek new and better ways to improve our communications and support that we offer.  With that in mind, in the coming weeks, we are implementing a new Support Portal for Resilient.  Our new portal will be supported by IBM Watson and will provide you with enhanced transparency into your ticket resolution workflow along with improved self-service options. You can watch a short video to learn more: https://ibm.co/2gKKwlK

When we transition to the new IBM Support Portal you will need to create an IBM ID to be able to open tickets (which will now be called a “case”) .  At this time, you will no longer be able to create tickets on the Resilient Customer Success Hub, and you will be redirected to our new support portal. We will provide you with more detailed access information as get we closer to the transition date.  Additional training materials related to the transition can be found here.

The new Support Portal will be a “one-stop shop” for Customer Support related information for the Resilient solution, and will offer you the following self-service capabilities:

  • Ticket creation/updates
  • Ability to attach documents for review by Support
  • Simplified search capability to view ticket history and knowledge base artifacts

As an added level of security, notifications about case updates will include a secure link to your case.

We will continue to expand this new platform so that all IBM customers will have this new, improved Support Experience.  Standard support coverage remains unchanged including phone numbers and 24x7 Severity-1 outage support.

The Resilient Success Hub will retain the same functionality with the exception of support tickets/cases.  In the future, this content and functionality will be migrated to IBM standard platforms that will provide a more consistent experience across all IBM products.


#Resilient
#Support
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Contact

Redgy Saint Germain

rgermain@us.ibm.com