IBM Business Partner Agreement For Software Value Plus Business Partner Operations Guide for Primary Support

Provider – Sublicensing

EMEA

February 2010 Version 1.0

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This guide and updated versions will be posted on the IBM PartnerWorld® website. Please check the “Apply” tab on: http://www.ibm.com/partnerworld/swvaluenet, for the most current version of this guide

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PREFACE SECTION 1 – PROGRAM ELEMENTS WHICH ARE COMMON TO ALL SUPPORT PROVIDERS SOFTWARE VALUENET PORTFOLIOS
Program Overview and Requirements Program Overview Program Definitions Eligible Program Portfolios Eligible Products License Terms Pricing Terms Support Levels Application and Contract Application Process and Contract Acceptance Participation Criteria & Requirements Approved Service Plan Certified Technical Support Resources Preferred Distributor Performance Metrics Self Sufficiency – Case Handling IBM Software Subscription & Support (S&S) Renewals Operational Requirements Performance Reporting and Assessment Support Provider Responsibilities Delivering First Level Support Obtaining Second Level Support from IBM Software Support IBM Software Subscription & Support (S&S) (Maintenance Renewals) IBM Software Support Responsibilities Support Benefits Severity Level Definitions and Response Objectives Delivering Second Level Support Second Level Support Responsibilities Channel Support Management (CSM) Annual Revalidation Contract and Termination Rights ADDITIONAL NOTES: Value Add Requirements for Each Transaction Eligible Programs for Software ValueNet Portfolios IBM Value Package

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SECTION 2 – PROGRAM ELEMENTS WHICH VARY BY SOFTWARE VALUENET PORTFOLIO

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Upgrades and Maintenance FileNet Premium Support Block Hours IBM InfoSphere Portfolio IBM Training for InfoSphere – InfoSphere Support Criteria IBM Initiate Master Data Service IBM Optim Portfolio IBM Optim Training Specific Support Criteria IBM InfoSphere Guardium 21 21 22 22 23 23 23 23 24 24 24 25 26 26 Error! Bookmark not defined.Software Subscription & Support Renewal Process Flow 29 29 Feb 2010 IBM PSP for SVP v1.IBM Cognos Portfolio IBM Cognos Training Specific Support Criteria IBM Cognos 8 Software Development Kit (SDK) Premium Support: IBM SPSS Training Specific Support Criteria IBM ECM / FileNet Portfolio IBM Training for FileNet – FileNet Support Criteria ECM / FileNet Portfolio Benefits Managing Installations.Web Support Contributing Knowledge to IBM’s Knowledge Base Contacting IBM Support Center(s) Worldwide Contacting IBM 26 26 27 27 28 28 SECTION 4 – APPENDICES Appendix A .0 Operations Guide 4 . SECTION 3 – DOING BUSINESS WITH IBM Accessing IBM Learner Portal Service Request (SR) .

The second part of the document contains a section for each specific software portfolio that is a part of Software ValueNet. and describes unique features to that particular software portfolio. IBM Software ValueNet is designed to apply to one or more software portfolios.software.com/partnerworld 4 http://www.com/partnerworld/swvaluenet http://www14.ibm. please review the IBM Software ValueNet Business Partners Operations Guide which is available on the IBM on the IBM PartnerWorld® website at 4 http://www. You can access IBM PartnerWorld at 3 www. Note: This guide only refers to Software ValueNet Support Providers. This document is structured into two major parts.com/partnerworld/swvaluenet . The first part of this document describes the elements of the Support Provider plan that are common to all eligible software portfolios.ibm.com/partnerworld .html 3 www. This document should be read in conjunction with the IBM 1 Software ValueNet Business Partners Operations Guide and the IBM Software Support 2 Handbook . For all other Business Partners of IBM Software ValueNet program who is interested in the full details of the IBM Software ValueNet program.com/partnerworld/swvaluenet 2 Feb 2010 IBM PSP for SVP v1. Note: Some links listed in this document require PartnerWorld membership and signing in to PartnerWorld to access the information.ibm.PREFACE Welcome to the Operations Guide for Support Providers within IBM Software ValueNet.ibm.0 Operations Guide 5 .ibm.com/webapp/set2/sas/f/handbook/home. 1 http://www. The purpose of this guide is to provide detailed guidelines for Business Partners approved as ValueAdded Reseller or Solution Provider and are interested in applying for as a Support Provider.ibm. This document will define the procedures governing the relationship between IBM and our Support Providers participating in IBM Software ValueNet.

and serve as a seamless extension to the existing IBM support channel. Feb 2010 IBM PSP for SVP v1.0 Operations Guide 6 . benefits to Support Providers include: Account/Relationship Management – establishing a unique relationship between Support Provider and end customers to grow and manage Access to a Channel Support Manager (CSM) – a designated Support Provider resource and advocate Sharing of the Support Revenue Stream – processing Subscription and Support renewals provides a predictable revenue stream To become a Software ValueNet Support Provider you must first meet the minimum VAR or Solution Provider Business Partner requirements as outlined in the IBM Software ValueNet Business Partners Operations Guide. so Business Partners will only be able to sell software in the portfolios for which they have been approved. and technical enablement and software downloads is restricted to only those Software ValueNet Business Partners who have been approved. Resale will be via a two-tier distribution model for channel sales. web content. IBM software products announced as participating in the IBM Software ValueNet program may only be sold by IBM Business Partners approved under IBM Software ValueNet. They then provide subscription and support to end users under their own service agreements. support processes and customer satisfaction. sales. The Support Provider relationship is an extension to the existing IBM Software ValueNet Business Partner Channel. Approval is given at the program portfolio level. In addition to all the benefits enjoyed as part of Software ValueNet. call management practices. This provides the IBM business segment the opportunity to review the sales and technical capability of each Business Partner candidate. Support Provider approval is given at the IBM Program product level. qualified staff. Support Providers are IBM Value-Added Resellers (VARs) or Solution Providers who also provide first level technical support as part of a solution to the end user.SECTION 1 – PROGRAM ELEMENTS WHICH ARE COMMON TO ALL SUPPORT PROVIDERS SOFTWARE VALUENET PORTFOLIOS Program Overview and Requirements Program Overview IBM Software ValueNet is a Business Partner program that provides unique relationships with IBM Business Partners and is designed to reward Business Partners who invest in skills and high value solutions based on designated IBM software. A Support Provider have clearly defined participation criteria and performance metrics designed to focus on attainment of product certifications. Support Providers are authorized to sub-license eligible Programs to end users. and to acquire and renew Subscription and Support from IBM for these licenses. Access to technical support. and therefore approved Business Partners will only be able to support the IBM Program products for which they have been approved.

com/partnerworld/swvalueplus.0 Operations Guide 7 . IBM will grant and authorize the PSP to sub-license the eligible Programs within the IBM Software Value Plus Product Group to End Users. This plan allows business partners who invest their time and resources to train technically qualified support resources to provide first level technical support to their end users. This offering is optional and applies to some or all Products in one or more product groups. Program Definitions IBM Business Partner Agreement for Software Value Plus consolidates the products and applicable terms and conditions for the following the following Support Provider Attachment: • IBM Business Partner Agreement for Software ValueNet --. the PSP offering may apply to some or all countries participating is IBM BPA for SVP. To participate in the PSP offering requires a specific application. the following table maps the terminology from these two agreements to the terminology used in the IBM BPA for SVP. customer processes and people. Terminology Mapping Across BPAs IBM BPA for SVP SWVN BPA Product Group Portfolio Remarketer Type Relationship Type SW Remarketer BPA Reseller Authorization group (term not used) Feb 2010 IBM PSP for SVP v1. specific eligibility criteria and approval. Also. acquire Program Service (IBM Software Subscription & Support).In addition to meeting the defined participation criteria you must also satisfy a market place need that demonstrates: You bring specific industry specialization or intellectual property solutions to the table and are best suited to support them You understand your customers’ deployment. enabling you to support the whole solution You provide a unique marketplace need. For complete details about the required Value-Add-Reseller or Solution Provider reselling Remarketer types under the IBM BPA for SVP. such as local presence in a geography or access to a specialized market SVP Offering for Primary Support Provider Business Partners that participate in the Primary Support Provider offering are Business Partners approved as a VAR or Solution Provider Remarketer Type for the Product Group under IBM BPA for SVP. including infrastructure. and to provide the services to end-users under the Primary Support Provider's terms.ibm.Sublicensing Some of the terminology is different between these two attachments. please review the IBM Business Partner Agreement for Software Value Plus Business Partners Operations Guide which is available on the IBM Software Value Plus website http://www. underlying applications.Support Provider Attachment for Software ValueNet The new Primary Support Provider attachment under IBM Software Value Plus is: • IBM Business Partner Agreement Attachment for Software Value Plus Primary Support Provider.

0 Operations Guide 8 . in the Software ValueNet section. VARs. either Passport Advantage or Passport Advantage Express.com/partnerworld/swvaluenet for further information.ibm.com/software/sla/sladb. For specific license terms in detail refer to your Support Provider Attachment for Software ValueNet.Eligible Program Portfolios Eligible Software ValueNet program portfolios are listed on the IBM PartnerWorld® website. and your responsibilities with respect to those terms are documented in the applicable agreement(s) you have/will have in place with IBM. Service Providers. License Terms The license terms for Software ValueNet Programs are contained in the License Documents located at http://www-03. New License part numbers are part numbers in the IBM Distributed Software Price Book. and that IBM has designated as “New License” part numbers.nsf. Only authorized Support Providers will have access to the following part numbers: o o Support and Subscription (Renewal) Part Numbers Reinstatement Part Numbers Note: Renewal part numbers are not eligible for the IBM Software ValueNet Relationship Types (ISVs. For a listing of the eligible part types please review the IBM Software ValueNet Business Partners Operations Guide. See www. These terms require that you ensure that the end user acquires the applicable license entitlements according to the license requirements specified by IBM for that Program. Pricing Terms 1 year: Initial sale (license + subscription & support) according to: – Reseller discount (fixed discount off IBM list price) – PLUS Support Provider discount 2 nd st year: Renewals priced according to: – Previous year price paid (for S&S portion) – PLUS pre-determined increase (% uplift) – Renewal price to partner not to exceed list price minus your partner discount Feb 2010 IBM PSP for SVP v1. and Solution Providers).ibm. Support Provider’s have additional license terms that include rights to sublicense IBM Program(s) to the end user. Eligible Products Eligible Products are limited to the products in the approved Software ValueNet portfolio(s) and that are ordered under the Passport Advantage program.

engage product engineering (third level support) opening a defect report and being the interface with product engineering until fix has been provided. For Program licenses not covered under S&S.ibm. you will provide first level and second level support to your end users. Trouble-shooting reported problems. your APA should do the following: 1. characterizing the problem and determining if the problem is known through online support resources. restrictions.com/partnerworld/partnertools. The application must be made by your IBM PartnerWorld® Authorized Program Administrator (APA) for your headquarters location. our Support Provider. and bypasses for the unmodified portion of the Program.com/partnerworld/softwarevalueplus. First Level Support means taking the first support call from an installed base end user for approved Programs and diagnosis and providing first contact resolution where possible. IBM provides support to you and only engages with the end client on a mutually agreed to basis. developing prevention plans and if required. 3. IBM FileNet. defect corrections. and providing problem resolution and confirmation to you that end-user problem has been resolved. Final price is solely determined by the Distributor. It is Support Provider and currently applies to IBM Cognos. including through knowledge of product independencies and relationships for all supported Programs. If it is determined to be an IBM program problem.ibm. IBM Optim. Click on “Benefits and Relationships” in the left sidebar. The application form for applying for IBM Software Value Plus Primary Support Provider may be found on the “Apply” tab of the Software Value Plus website www. for further technical analysis. and any negotiations are between the Support Provider and the Distributor. Click on “Software Value Plus” link. engage IBM Software Support. Support Levels As a Support Provider. Updating you. IBM InfoSphere. Second Level Support is IBM dedicated support resources collectively possessing in-depth product expertise. and coordinate joint support with the end user as the primary owner of the case and resolution until end users satisfaction.IBM provides suggested discount and rebate rates to the Distributors. Application and Contract How to Apply for IBM Software Value Plus Primary Support Provider A new Remarketer type has been added for Software Value Plus.0 Operations Guide 9 . This includes qualifying your end-user’s support entitlement. Log on to your Business Partner Profile in the Partner Profiling System at www. To make the application. IBM will only provide you access to IBM databases containing information on known Program defects. This includes ability to recognize and determine the nature and extent of reported problems. 2. Feb 2010 IBM PSP for SVP v1. You will provide first level Support to your end-users and be the interface to those end-users. Specific participation criteria and Software Value Plus Product Group details are listed on the website as well. In such cases. you agree to be the interface and own the end-user relationship for Program licenses covered under IBM Software Subscription & Support (S&S).

Feb 2010 IBM PSP for SVP v1. APJ. Click save to complete application if this is the first Product group or Next if this is the second product group and more will be added. If you have multi-country site support operations. 9. Primary Support Provider Operating in Multiple Geographies Business Partners who are approved to resell in multiple counties (and to execute the appropriate agreements covering remarketing in those countries) may submit to IBM an application to be a Primary Support Provider for the Programs remarketed in the chosen countries. you must declare the locations in your application and service plan.0 Operations Guide 10 . EMEA. AG. Select the Country Enterprise profile for which you wish to enroll. the Primary Support Provider must execute the applicable Primary Support Provider Attachment for each country for which it is approved. 7. Each support location must also set forth the individuals identified as technical support resources. click on check box that the Support Provider attachment has been reviewed and answer Trained resource questions. You must ensure you have met the technical support resource certifications for any new product group or program you add to your profile. Notes: In this step of the initial application. The family groups available for the product group will display.com/partnerworld/partnertools with their IBM userid and password. Adding a Product Group or Program to your Profile To apply for additional family groups the Authorized Profile Administrator (APA_ of HQ location logs into PartnerWorld at www. 10. Keep a copy of the confirmation number as this may be required if there are any errors and you wish to have PartnerWorld Contract Services assist. Accept the terms and conditions for IBM Business Partner Agreement for Software Value Plus. and provide first level support to the other countries where the Support Partner is authorized. 6. you can only select one Product Group. A Primary Support Provider may have a centralized support operation within a major region (i. with each identified country in which you provide support. On the add a product group screen select one of the four product groups and select S/W Support Provider T2 – Auth for Remarketer type. Choose one of your desired Product Groups from the drop down list.e. 8. 5. refer to the SVP BPA Operations Guide Appendix A. Select one or all family groups.4. Latam).ibm. o In some countries a hardcopy agreement is also required. You must have certified support resources in any location that you specify and apply for a support delivery center. 1) Click on Benefits and Relationships 2) Click on Software Value Plus 3) Click on country enterprise that is now listed under ‘Country Enterprises participating in the Software Value Plus program’ 4) Click on the product group that will be updated. o The agreement becomes effective upon IBM acceptance. On approval by IBM.

Application Process and Contract Acceptance After you submit your Support Provider application. If you have met the participation criteria you will be sent the IBM Software ValueNet agreement for your signature with the Support Provider attachment for Software ValueNet terms.0 Operations Guide 11 . The Service Plan along with the Business Plan must be approved by IBM. so once approved for one portfolio. The address to which the executed agreement should be returned will be provided when it is sent to you. performance and operational requirements for Support Providers must be approved and maintained to remain in the Software ValueNet program as a Support Provider. Our objective is to respond with our decision within 30 calendar days after the receipt of all required information. How Measured: You must document the elements of the Service Plan within the Business Plan 5 template which can be found on the “Apply” tab on the Software ValueNet site . you will be notified if you have met all criteria. The agreement becomes effective upon IBM acceptance. Once IBM has confirmed that the agreement has been fully executed. This reseller customer number will not vary by Software ValueNet portfolio. The criteria applies to all approved portfolios that have a Support Provider relationship type. You will be notified on what date you may begin to place orders with your preferred distributor and provide support to your end users for your approved Software ValueNet products. your certified support resources. Approved Service Plan In addition to the approved business plan required for the Software ValueNet VAR or Solution Provider you must also include completion of a Service Plan within the Business Plan template issued by IBM.com/partnerworld/swvaluenet Feb 2010 IBM PSP for SVP v1. a review will be conducted to ensure that you have met all of the Support Provider participation per products you are applying for within the Software ValueNet portfolio. Your Service plan will demonstrate your support offering value add. Participation Criteria & Requirements The criteria required in order to be considered for approval as a Support Provider under the Software ValueNet program is incremental to the Value-Add-Reseller or Solution Provider participation criteria. and your capabilities of operationally delivering first level support as a Support Provider. When review of participation criteria is completed. you must wait at least 90 calendar days after receiving our decision before resubmitting your application. Items included: • Describe the marketplace need for your support offering • The products in the portfolio that will be your primary focus 5 http://www.ibm. If you have not met the criteria. you will be provided the customer number(s) which you must supply to your distributor to use for all sales orders. These participation. including Software ValueNet product portfolios. see Section 2 for further detail on any variances for a specific portfolio. the same reseller customer number will apply to all others for which you have been approved.

This course is available without charge from the IBM Leaner Portal. In order to meet the participation criteria.ibm. you are required to demonstrate that you have employees that have successfully completed training and certification for the products you are providing first level support. See Section 2.0 Operations Guide 12 . they will be updated on the website.com/partnerworld/swvaluenet Feb 2010 IBM PSP for SVP v1. Please ensure when submitting your order that you indicate on the top of your order. Time Frame When Required: At time of application submission and then ongoing Preferred Distributor Support Providers must fulfill orders with their preferred distributor. the designated support resources will be entitled as authorized contacts to engage IBM Support for technical assistance with the IBM Programs (Software) for which they are authorized to provide support. As new Certifications become available for each of the IBM Programs supported. See the “Apply” 6 tab on Software ValueNet site for the list of eligible certifications by portfolio.• • • Your certified technical support resources and methods to maintain those support resources delivering first level support Your case tracking process Your documented working case escalation process Time Frame When Required: At time of application submission and then ongoing Certified Technical Support Resources IBM technical certification establishes an industry standard benchmark and validation of technical competence for professionals working with IBM technology. How Measured: Certification status will be validated based on your status in either the IBM PartnerWorld profile or in the IBM Certification and Assessment Services system. (You are only required to take this course once or when updates to this course are made available) See Section 3: How to Do Business with IBM on accessing the IBM Learner Portal • Once accredited. *Note: Proof of valid training outside of PartnerWorld® may be accepted for Support Providers from acquired companies that are in transition and do not have certifications integrated into PartnerWorld®. your designated support resources must meet the following criteria: • Have obtained all designated Certifications for each of the approved IBM Programs (Software) that will be supported at the current Program release levels Have successfully completed the IBM Support Provider Delivering First Level Support course and pass the associated test. You nominate a minimum of two of your Support resources to be designated by you as 'certified technical support resources'. "This order is being placed by a partner that will provide product support to the end customer under 6 http://www. You should check with your VAD for instructions for submitting your Firm Purchase orders. To ensure your qualifications.

How Measured: Required information gathered from Renewals team as straight financial performance against set target and achievement. indicating relief provided. reflecting on the overall level of service being provided by the partner.g Cognos. indicating they were first level support cases. Self Sufficiency – Case Handling Metric: A guideline to determine if first level support has been provided on a case is the time taken to resolve the case. FileNet. Reports provided quarterly. It is generally industry accepted that a case solved within 48 hours. This includes operational compliance and defined metrics in accordance with the Support Provider Attachment terms and your commitment to implement and leverage the set of required processes. in most cases. The self sufficiency metric reflects your ability to resolve cases without unnecessary reliance on IBM support and is an indication of your skills and competency. This is measured from time of receipt to IBM to time of closure with Partner. Feb 2010 IBM PSP for SVP v1. The self sufficiency metric measures whether or not you are meeting your first level support obligations. or 2 business days. quarter on quarter. of case complexity. Infosphere). IBM will ensure only the most qualified Support Providers continue to participate in Software ValueNet. Please also include the SWVN Portfolio for which your order is for (e. by measuring the time in which IBM resolves cases you escalate to IBM Customer Support. Performance Metrics The Support Provider relationship within Software ValueNet is designed to reward those partners who invest in skills and drive high levels of end user customer satisfaction. the level of relationship they have with their end-users and how they are representing IBM in the marketplace. Time to resolve a case is a direct reflection. IBM Software Subscription & Support (S&S) Renewals Metric: Partner’s Support and Subscription Renewals are an indication of end-user satisfaction and loyalty. How Measured: Required information gathered from IBM’s case tracking system (Retain) based on when solution given code was recorded in case. For each of the above IBM will provide a quarterly status report and will work with you through your Channel Support Manager (CSM) to address any issues identified.0 Operations Guide 13 . Target: Minimum of 90% of expected renewal revenue should come in on time. You will be responsible for maintaining your performance against those defined targets and performance measures. Target: No more than 30% of the PMRs (cases) a Support Provider escalates to IBM are resolved by IBM within 2 business days. is a Level 1 case complexity.the terms of their existing support-providing partner agreement”.

In order to ensure problems are progressed as quickly as possible. IBM requires that your authorized contacts can communicate effectively in English in a business environment when required. Your will process S&S renewals and other financial matters in a timely manner. An Assessment Report will be sent to you quarterly to include: o “acceptable” . In the event that you attain unacceptable performance or fail to address issues under a 90 day action plan your CSM will work with you to build a Partner Support Skills Development Plan.attained the required performance level o “poor” . then your Channel Support Manager (CSM) will assess and work with you. You will maintain your certification status in line with the program requirements. 4.did not attain the required performance level o “Unacceptable” . And that you will raise problems and customer issues to IBM in an appropriate and timely manner. support delivery. Your failure to address performance issues identified in the Partner Support Development Plan will result in termination of your Support Provider agreement. In the event that you attain poor performance. Performance Reporting and Assessment The defined metrics to include S&S Renewals and Self Sufficiency data will be reviewed quarterly by your Channel Support Manager (CSM).Operational Requirements As a Support Provider representing IBM it is expected that you will work with your end customers as well as with IBM in an appropriate. Such a plan would be documented and would be expected to last between 3 and 6 months. 3.0 Operations Guide 14 . Delivering First Level Support 2. professional business manner. to address any performance issues. When working with IBM support and development the common language used will be English. You are unable to reapply for 1 year. Support Provider Responsibilities The responsibilities of the Support Provider are organized in four main sections below: 1. your CSM will work with you to build a 90 day action plan to improve performance status. 2. building a 90 day plan. Your CSM will prepare an assessment report of your achievement and the level of performance. and dissatisfaction of our mutual customers. IBM expects that you will ensure high levels of satisfaction within your customer base.significantly missed the required performance level. 6. Obtaining Second Level Support Feb 2010 IBM PSP for SVP v1. You will participate fully in IBM’s support initiatives such as knowledge centered support. 5. The following covers important operational aspects of our support partnership: 1. Should IBM identify any performance issues affecting the partnership.

Submit knowledge to fill any knowledge gaps that exist in IBM’s Technote knowledge base. and managing cases from the first call through to resolution of the problem. Manage end user satisfaction issues. workaround or fix. the latest patch releases are applied. Authorized contacts may submit the PMR using IBM’s Service Request (SR) tool or through voice support (see Doing Business with IBM Section 3). Ensuring whenever possible. Conduct failure analysis. Subscription and Support Renewals 4. assigning severity. Coordination of joint (you & IBM) supports effort with end user as the primary owner of the resolution process. The IBM Support Centers do not accept direct calls from your end users. When contacting IBM Software Support. logging all calls. Performance Level Metrics Delivering First Level Support As a Support Provider you agree to provide first level support and manage all aspects of the support relationship with your end users. or for critical problems. and must gather check lists have been completed so support processes and time to resolution can be optimized. if needed. Updates or Patches. using keywords specific error messages. Qualify incoming calls. your authorized contacts will be asked to provide the following information: Your IBM Customer Number (ICN) (not your end-users’ ICN) Feb 2010 IBM PSP for SVP v1.0 Operations Guide 15 . Attempt to replicate issues whenever possible. electronically. For any critical issue (Severity 1). (See Section 3: Doing Business with IBM Contribution Knowledge to IBM Knowledge Base for access) • • • • • • • • • • • • Obtaining Second Level Support from IBM Software Support If it is determined that the reported failure is with the IBM Program product and second level support is needed. Implement solution. contact IBM Software Support. your designated technical certified support resources/authorized contacts may open a PMR with IBM Software Support. First Level support responsibilities must include the following: • Establish a system for tracking customer incidents / cases. verifying each end user’s S&S entitlement Characterize the problem and environment. If it is believed to be a new IBM Program (Software) problem. You will own all status updates and identified problem determination next steps with the end user.3. and browse for Fix Packs. Confirm resolution with end user and close reported Problem Management Record (PMR) with IBM. through voice support. including complaint management and duty manager requests. Prior to contacting second level support from IBM ensure Self-Help resources have been previewed. prior to reporting issue to IBM Software Support. Gather information about the case and determine if the IBM Program caused the problem Isolate reported problem using diagnostic utilities provided by IBM Search knowledge bases for possible known solutions. have resources available to jointly work with IBM until relief can be obtained (in line with IBM’s standard 24x7 for critical problems).

Newsletters. At any point in the service process you or your end user expectations are not being met by the level of support being provided. You will need to gather information about the problem and have it on hand when discussing the situation with the software support specialist. Announcement Letters. and ask to speak to the Duty Manager.com/webapp/set2/sas/f/handbook/getsupport.html http://www. General Self Help capabilities for your technical support resources: • • • • Search capability for closed Authorized Program Analysis Reports (APARs) and software fixes Documentation available on Installation.software.com/jct01005c/isv/tech/member/ Checklist before contacting Second Level Support To resolve your software support service request in the most expedient way possible.Your company name and Caller name and phone number NOTE: The IBM Customer Number (ICN) provided is for the submission of cases directly to IBM support and is restricted to reporting end customers issues only.com/webapp/set2/sas/f/handbook/home. If you are also a services provider for a client that is already entitled to IBM direct support. IBM PartnerWorld reference: https://www-304. White Papers as well as Trouble Shoot articles Marketing Information.ibm. Escalations to the Duty Manager will receive prompt attention.ibm. Simply call 1-800-IBM-SERV. 7 8 http://www14.software. it is important to note there are options for you to report or escalate the problem. it is important that you take information gathering steps before you contact a software support center. Release Notes. For more details on what to gather visit Getting IBM Support : How to Access Self-Help Resources All Support Providers are encouraged to take advantage of the Self-Help resources available 8 through our IBM Software Support site.ibm. your technical services professional can request to be an authorized agent to submit cases to IBM support on the client's behalf. Best Practices. It may be necessary and appropriate to raise the severity level of the problem. working with the technical staff and will maintain management focus.com/software/support 9 http://www14. All other case submission requests to IBM should leverage existing entitled technical support processes documented in IBM PartnerWorld. We offer a vast range of on-line resources regarding our IBM Program products designed to augment and enhance the value of your IT operations.html Feb 2010 IBM PSP for SVP v1.0 Operations Guide 16 . reference the PMR. Ask to speak the Duty Manager. It is expected that any known rediscovery resolutions would have been identified before placing a call with IBM Software Support. Administration. Escalation Procedures include the following: • • Be certain to explain the business impact of your problem.ibm. and Product Life Cycle Information 9 Link to the Software Support Handbook 7 What if I am not satisfied with IBM Software Support? We believe IBM Software Support is ‘Best of Breed’.

By leveraging IBM’s Software Support benefits you can be successful in accessing the support when you need it. 2. it might be necessary to open a Compliant or CritSit to bring increased attention to the issue. and ensuring your clients get the excellent support by you that they deserve on our technology. The renewals Should only apply to those program services in which you support and have sublicense to your end users. 3. IBM Software Support benefits you have access to include: Feb 2010 IBM PSP for SVP v1. IBM Software Support Responsibilities Support Benefits The intent of IBM Software Support is to provide you with the quality software support and services you need to assist you when problems occur with IBM Program products. Renewals are due prior to current expiration. IBM Software Subscription & Support (S&S) (Maintenance Renewals) As a Support Provider you may renew the Program Services for an additional consecutive 12 month period at the price established and specified to you by your Distributor. Your responsibility is to ensure S&S renewals will be maintained as outline here: 1. or questions about the renewal. Submit a purchase order to IBM via your VAD (Indicate on top of your order “This order is being placed by a partner that will provide product support to the end customer under the terms of their existing support-providing partner agreement"). 4.• If warranted. Any new sales transactions done since your end-user’s last renewal will be co-termed to anniversary. Contact your IBM Renewal Sales Rep with any needed changes.0 Operations Guide 17 . IBM will send a Support Providing Partner a Renewal quote for each end-user’s S&S for the next year. pricing will be prorated accordingly. The renewal will be priced based on last year's renewal plus a pre-announced uplift. Approximately 75 days prior to S&S anniversary date. You should contact your account team to initiate this process. Review the quote with your end-user for any changes since the last renewal. For further S&S process flow please see Section 4 of this guide. where you need it.

2 3 Response Goal Within 2 hours (includes off shift hours) Within 2 business hours Within 2 business hours Within 2 business hours 4 Delivering Second Level Support IBM provides an extensive network of global support centers to support you. causing business impact Minimal impact. as outlined in the table below: Severity 1 Business Impact Critical business impact / System Down. software component is inoperable or interface has failed. Software component is severely restricted in its use. Once your service request (PMR) has been logged Feb 2010 IBM PSP for SVP v1.ibm. update and tracking of cases on the internet Access IBM Software Higher Level Support Automatic notification by e-mail of case status Access to product information. Severity Level Definitions and Response Objectives IBM will use commercially reasonable efforts to respond to service requests escalated directly from your authorized contacts during local country business hours. Applies to production environment. based on the severity level in which the problem was reported. causing significant business impact Moderate Impact. We offer both webbased and voice access options to assist you. Software component is malfunctioning causing minimal impact or a non-technical request. Requires immediate solution Severe impact.Unlimited access to telephone and electronic (web) support Standard country business hours (Monday through Friday from 8 AM to 5 PM) 24 x 7 support for Severity 1 production issues Number of unlimited authorized contacts (*) Creation.0 Operations Guide 18 . A non-critical software component is malfunctioning.com) *These contacts must be approved 'technically certified support resources' as outlined in Certified Technical Support Resource section of this guide. procedures and Client Support information Software Defect Fixes Service packs Rights to new versions Documentation relating to new versions Product Life Cycle information Access to dedicated Channel Support Manager (csm@us.

These Channel Support Mangers will provide but not limited to: • • • • On boarding planning and support On-going operational enablement On-going communication plans and quarterly reports Finance & planning support You can contact the Channel Support Management team regarding your Support Provider inquiries or if you would like to know who your dedicated CSM is by sending an email to csm@us. keeping you informed of the status Escalate issues whose circumstances require a particular action which cannot be addressed through standard support processes in an acceptable way for the end user Make patches and/ or service packs related to the product used by you or end user Make available upgrades.software. second level support will commence investigation of the reported 10 issue within the process and procedures outlined in the IBM Software Support Handbook . Annual Revalidation The annual revalidation process for all program portfolios for which you have been approved is performed at the anniversary of your Software ValueNet business partner agreement.ibm. 10 http://www14.html Feb 2010 IBM PSP for SVP v1. or workaround or for the solution Identify defect issues to Product Engineering team(s). interlocking with your Channel Development Mangers (CDM). enhancements. or minor /major versions in relation to the products supported as they become available Channel Support Management (CSM) The Channel Support Management (CSM) team is a part of the IBM Information Management Worldwide Client Support organization and is a dedicated team for our Support Providers.0 Operations Guide 19 . This team has a worldwide presence.com/webapp/set2/sas/f/handbook/home. in all geographies.with IBM Software Support.com. knowledge bases.ibm. and generally-available proven practices Conduct in-depth failure analysis in coordination with you to determine root cause of the issue Point out proper procedure to follow for the data-gathering required for further analysis. You are responsible for submitting a revalidation application with current information for each portfolio on or before your anniversary date. The Channel Support Managers (CSM) is your designated resources and advocates throughout the lifecycle of your Support Provider relationship with IBM. The elements which you will be requested to revalidate by IBM for each portfolio are listed in Section 2. by opening a APAR(defect report) so that it is acknowledged and worked for resolution. Second Level Support Responsibilities Second Level Support responsibilities include: Provide access to self-help resources.

If your right to sublicense and obtain approved Software ValueNet Program products is revoked. If IBM directs. you will transfer the License Terms and applicable Proof Entitlement (POE) directly to the end user. ADDITIONAL NOTES: Value Add Requirements for Each Transaction It is expected that you will act in a value add role your support offering or in the solution you provide with the Software ValueNet software. IBM reserves the right to review your available documentation of any specific transaction in order to verify that this is the case. For further specific details on Termination of Rights please refer to your Support Provider for Software ValueNet agreement. We must ensure that each and every end customer who is orphaned as a result of terminating a partner has immediate opportunity to either come directly to IBM for support. If you decide to purchase an IBM Value Package you only need to purchase one IBM Value Package for all Software ValueNet portfolios for which you are approved in that country. to another Support Provider. The IBM Value Package is purchased for use within a single country. This package needs to be renewed annually to sustain access to the benefits of your approved Software ValueNet portfolios. Eligible Programs for Software ValueNet Portfolios You may obtain a list of all Passport Advantage part numbers which belong to your specific portfolio(s) from the Passport Advantage Online tool.ibm. Examples of documents that can show proof of value add include. but are not limited to application support that you deliver and support that intellectual property or if you provide have unique understanding of end users deployment. or be referred to another IBM approved Software ValueNet Support Provider. access the following link on the IBM PartnerWorld® website: www.Contract and Termination Rights If your Support Provider agreement has been terminated.0 Operations Guide 20 . you will immediately refrain from sublicensing and providing associated services for those identified Programs. you agree as IBM directs to return all or partial copies of the Program(s) that were provided to you by IBM. See IBM Software ValueNet Business Partners Operations Guide Appendix: “Passport Advantage Overview and Reference” for further information. or to IBM. If directed by IBM. you agree to return all or partial copies of the Program(s) that were provided to you by IBM.com/partnerworld/valuepack. If IBM determines that you are not acting in the intended role. we reserve the right to terminate you from Software ValueNet or take other appropriate action. In addition. Feb 2010 IBM PSP for SVP v1. you will notify the end user that you are no longer approved by IBM to sublicense the authorized Programs and no longer will providing first level support. IBM Value Package To obtain further information about the benefits of and directions for purchasing the IBM Value Package. infrastructure or technology stack that has been deployed for that end user.

At the time of your annual review and in order to maintain their accredited status. you must have two (2) trained support resources on any subsequent release as they become available. How Measured: IBM Cognos requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting.ibm. Reviewing your Certification Status Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile. Click on View Skills Summary report for all employees for all locations within the enterprise. Detailed instructions to do this are as follows: • • • • • Log on to your Business Partner Profile in the Partner Profiling System Go to your Country Enterprise record Click on PartnerWorld® level Summary Click on Click here to see how skills are counted towards level attainment.SECTION 2 – PROGRAM ELEMENTS WHICH VARY BY SOFTWARE VALUENET PORTFOLIO IBM Cognos Portfolio IBM Cognos Training Specific Support Criteria IBM Software Value Plus partners who wish to become a PSP for the IBM Cognos products make a commitment to complete training and maintain their certifications. You can also contact www.com/partnerworld/softwarevalueplus.com/training. http://www. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software Value Plus web site. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Cognos portfolio class or online. Feb 2010 IBM PSP for SVP v1.ibm. Additionally. Time Frame When Required: Prior to acceptance and then ongoing. if you have added any net new SVP programs to your profile you will require appropriate accreditation status for those as well.ibm.0 Operations Guide 21 . self-paced training.com/partnerworld/contact for further help reviewing your certifications More Information You can find further information about the IBM Cognos Academy program and other training offerings at www.

self-paced training. if you have added any net new SVP programs to your profile you will require appropriate accreditation status for those as well.com/partnerworld/contact for further help reviewing your certifications More Information You can find further information about the IBM Cognos Academy program and other training offerings at www.com/software/data/cognos/support/accelerated_value_program. Time Frame When Required: Prior to acceptance and then ongoing.IBM Cognos 8 Software Development Kit (SDK) Premium Support: Created and delivered by developers for developers. Accelerated Value for IBM Cognos SDK provides in-depth technical information and support to partners who want to integrate and extend functionality with their SDK solution: http://www01. contact your Channel representative.com/partnerworld/softwarevalueplus. you must have two (2) trained support resources on any subsequent release as they become available. http://www.ibm. Reviewing your Certification Status Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile. Additionally. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Cognos portfolio class or online.ibm. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software Value Plus web site. You can also contact www. IBM SPSS Training Specific Support Criteria How Measured: IBM SPSS requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting.com/training Feb 2010 IBM PSP for SVP v1. Detailed instructions to do this are as follows: • • • • • Log on to your Business Partner Profile in the Partner Profiling System Go to your Country Enterprise record Click on PartnerWorld® level Summary Click on Click here to see how skills are counted towards level attainment.ibm.ibm.0 Operations Guide 22 . At the time of your annual review and in order to maintain their accredited status.html For more information. Click on View Skills Summary report for all employees for all locations within the enterprise.

or self-paced training. and execution assistance for upgrade and installation projects. a rich library of product information. At the time of your annual review and in order to maintain their accredited status.htm After training. All Support Providers are encouraged to purchase Support Block Hours in advance in order to avoid delays in engaging support. class.ibm. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software ValueNet web site. Online training options are available to partners when they go to the ECM Training Track and sign in to the ECM Learner Portal. one may be requested by selecting the “Need a user ID” following this link: ECM Training Track http://eb140. Time Frame When Required: Prior to acceptance and then ongoing.com/partnerworld/swvaluenet ECM / FileNet Portfolio Benefits IBM FileNet Support (Available with Value Package) As an IBM Software ValueNet Business Partner you have access to IBM Integration and Implementation Support. including Technotes.com/partnerworld/swvaluenet. Scheduling activity with the U/I Support Services team will be necessary to receive proper support. Information Centers and Assisted Support via telephone or internet to resolve product issues. http://www. you may launch post-training exams from the ECM Learner Portal. Feb 2010 IBM PSP for SVP v1. which links to the ECM Certification & Assessment Services (CAS) website. The ECM Upgrade and Install Support Services focus on support the efforts of on-site teams by providing planning.ibm. The list of qualifying certifications for the IBM FileNet portfolio is available on the “Apply” tab on the Software ValueNet web site. http://www.ihost. ECM U/I Support Service are a Premium Support Offering.elearn. if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. If you or your staff does not have a sign in.com/ECM/index. you must have two (2) trained support resources on any subsequent release as they become available. Managing Installations.IBM ECM / FileNet Portfolio IBM Training for FileNet – FileNet Support Criteria How Measured: IBM FileNet requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. Upgrades and Maintenance ECM Upgrade / Install (U/I) Support Services Team provides remote technical support and assistance during installations and upgrades of the FileNet products. design.0 Operations Guide 23 . You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM FileNet portfolio online. Additionally.

A list of the qualifying training modules/tests is available on the “Apply” tab on the Software ValueNet web site. These services are also purchased by direct IBM customers and IBM internal organizations. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM InfoSphere portfolio class or online. you will be eligible to purchase premium support block hours for ECM support services. • Company name. Please also include your IBM ID and your Partner relationship with IBM SWVN (e. Time Frame When Required: Prior to acceptance and then ongoing. • corporate email address. if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. they can follow the outlined instructions provided below to obtain their ID: Please emal: tsmail@us. Access to InfoSphere Training InfoSphere self pace course are available through IBM Leaner Portal once you have acquired a IBM Leaner portal id. These support services are a direct benefit to you in the services delivery to your end customers. For your identified support resources. IBM Support Providing Partner) Once you have received your ID.0 Operations Guide 24 . in the Subject line.elearn. At the time of your annual review and in order to maintain their accredited status. self-paced training. For more details visit: http://www01.com/partnerworld/swvaluenet. Additionally.com with IBM Learner Portal ID Requests.ibm. You must complete 1 course from each of the qualifying components listed. you can access the IBM Learner Portal @ http://eb90.ibm. http://www. Please include • your first and last name.ihost.com/support/docview.wss?rs=3247&context=SSTHRT&context=SSS236&context=SSNW 2F&context=SS5UVB&context=SS5UUH&dc=D600&uid=swg21284085&loc=en_US&cs=utf8_#)=en__ IBM InfoSphere Portfolio IBM Training for InfoSphere – InfoSphere Support Criteria How Measured: IBM InfoSphere requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting.FileNet Premium Support Block Hours As a Software ValueNet partner. you must have two (2) trained support resources on any subsequent release as they become available.com/wps/portal/ibm Feb 2010 IBM PSP for SVP v1.g.ibm. city. and country. Available support services include ECM Upgrade/Install (U/I) Support Services to provide assistance during end customer upgrades and installations of FileNet products.

com/partnerworld/contact for further help reviewing your certifications Feb 2010 IBM PSP for SVP v1. please contact your channel representative for enrollment instructions.elearn.ibm. http://www. in the Subject line.NOTE: For scheduled classes. • Company name.ibm. IBM Initiate Master Data Service Certification eligibility for existing IBM InfoSphere or IBM Initiate Support Providers or any net new Partners interested in applying for IBM Initiate Master Data Service products will find the details on the InfoSphere Support Provider “Apply” tab on the Software Value Plus web site. city.ihost. Please include • your first and last name. and country. For your identified support resources. You can also contact www.com/partnerworld/sofwarevalueplus.ibm. IBM Support Providing Partner) Once you have received your ID. IBM Initiate MDS required self pace courses are available through IBM Leaner Portal once you have acquired a IBM Leaner portal id. they can follow the outlined instructions provided below to obtain their ID: Please email: tsmail@us. you can access the IBM Learner Portal @ http://eb90.com/wps/portal/ibm Reviewing your Initiate Master Data Service status: Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile. Detailed instructions to do this are as follows: • • • • • Log on to your Business Partner Profile in the Partner Profiling System Go to your Country Enterprise record Click on PartnerWorld® level Summary Click on Click here to see how skills are counted towards level attainment.com with IBM Learner Portal ID Requests. Click on View Skills Summary report for all employees for all locations within the enterprise.g. • corporate email address.0 Operations Guide 25 . Please also include your IBM ID and your Partner relationship with IBM SWVN (e.

Feb 2010 IBM PSP for SVP v1.0 Operations Guide 26 . please follow the below instructions: Please email: tsmail@us. You can also contact www. In order to acquire an IBM Learner portal id. Detailed instructions to do this are as follows: • • • • • Log on to your Business Partner Profile in the Partner Profiling System Go to your Country Enterprise record Click on PartnerWorld® level Summary Click on Click here to see how skills are counted towards level attainment. At the time of your annual review and in order to maintain their accredited status. in the Subject line.com with IBM Learner Portal ID Requests. Please include • your first and last name. Time Frame When Required: Prior to acceptance and then ongoing. Click on View Skills Summary report for all employees for all locations within the enterprise.com/partnerworld/swvaluenet. A list of the qualifying courses / certifications is available on the “Apply” tab on the Software ValueNet web site.com/partnerworld/contact for further help reviewing your certifications SECTION 3 – DOING BUSINESS WITH IBM Accessing IBM Learner Portal In order to access the self pace course IBM Software Support Provider Delivering First Level Support you will need to access the IBM Leaner Portal. Reviewing your Certification Status Your IBM PartnerWorld® authorized program administrator may review the status of your certifications at any time by signing on to your IBM PartnerWorld® profile.IBM Optim Portfolio IBM Optim Training Specific Support Criteria How Measured: IBM Optim requires that you have a minimum of Two (2) trained support resources at the time that you submit your application for the products you will be supporting. You will be asked to demonstrate your trained support resources by showing proof of attendance in the IBM Optim portfolio class or online. Additionally. you must have two (2) trained support resources on any subsequent release as they become available.ibm. http://www.ibm. • corporate email address. if you have added any net new Software ValueNet products to your profile you will require appropriate accreditation status for those as well. self-paced training.ibm.

0 Operations Guide 27 .• Company name. IBM Support Providing Partner) Once you have received your id you can access IBM Learner Portal @ http://eb90. Support Provider must communicate in English when using the SR tool To learn more about the SR tool and how to use the web submission tool go to Service Request (SR) Tool ibm. You should now be enrolled in 205140 course code 1 For Help and Support: For technical support using the IBM Learner Portal please contact tsmail@us.html Contributing Knowledge to IBM’s Knowledge Base Feb 2010 IBM PSP for SVP v1.com/software/support/sitetours. sign in: 1. View your closed problem records. Please also include your IBM ID and your Partner relationship with IBM SWVN (i. city.Web Support As a Support Provider submitting problems electronically and receiving web support can be done through IBM’s Service Request (SR) electronic problem submission web site. and country. Use your IBM Number (ICN) and Password to enter the SR tool. 5. Your authorized support resources need to be listed on the authorized caller /user list.elearn.elearn. and click the "Refresh" link at the bottom of the list of courses (not the browser refresh button).com/wps/portal/ibm. Go to http://eb90. If you already have a Learner Portal userid.ihost. The Primary Site Technical Contact (STC) or the Secondary Site Technical Contact (SSTC) can establish this list. and enter access code IMSupportTest 4. Click "Apply Access Code". Click "Preferences" in the left navigation menu 3.ihost. Select "Enrolled Courses".com Service Request (SR) . Receive email notifications when updates are made to your problem record.ibm.com/software/support/probsub.e.com/wps/portal/ibm and sign in 2. Submit and manage your problem records on demand You as the Support Provider (not the end customer) have valid support entitlement on your selected Software ValueNet portfolio product(s).html Service Request Education ibm. This capability allows you to put all pertinent information into the problem record saving you time and help with your problem resolution.

com/webapp/set2/sas/f/handbook/home.ibm. If the appropriate knowledge is not found within the IBM knowledge base.ibm. All contributions which meet the minimum document quality standards will be added to the IBM knowledge base as Technotes and made available to all customers. partners are asked to contribute the knowledge that helped the end customer. please click the Register link that appears just above and to the right of the login area to create an account (verify that this takes 24 hours to process) Partner Knowledge Submission training tutorial of how to use the developerworks wiki: https://www. If you do not have a developerWorks ID yet. access the wiki at http://www. Accessing the wiki 1. the IBM knowledge base should be searched for content that will aid in resolving the issue at hand.Partners have the opportunity to both review and contribute to IBM knowledge. The contributing partner will then select the link to the appropriate product and use the template that follows to submit their knowledge. In order to contribute new knowledge. Once logged in. partners and IBM employees.com/developerworks/wikis/display/partnersubmitknowledge/demo Contacting IBM Support Center(s) Worldwide Worldwide list of IBM support center phone numbers http://www14.software. In order to contribute knowledge. When working with end customers. Partners will need to access the Partner knowledge submission wiki on developerWorks.html Contacting IBM To contact the Software ValueNet Team in EMEA please send an email to: SWVN@uk.com/developerworks/wikis/display/partnersubmitknowledge/Home.ibm. 2.ibm. Submissions will not be reviewed until sufficient time has passed to allow for comments from other Partners to be reviewed and revisions to be made where necessary.0 Operations Guide 28 .com Feb 2010 IBM PSP for SVP v1. the Partner should refer to the document quality standards guidelines and accompanying examples found in the Resources section on the wiki. You will be prompted to log in with your developerWorks ID to access this space.

if appropriate Revised quote sent to VAD and SPP by Renewal Sales Rep N ibm pricing N Revised Pricing Approved? Y IBM customer fulfillment PO received by IBM for invoicing Firm Y Order? Y Order is invoiced to VAD.0 Operations Guide 29 .SECTION 4 – APPENDICES Appendix A . VAD submits po to IBM via email gateway/eOrder Send back proper documentation Invoice received SPP receives quote from IBM support providing partner SPP reviews IBM quote--Quotes end customer special bid needed? N SPP receives po from end customer and submits po to the VAD PoE Received Y renewal sales team Quote is sent to VAD and SPP. vad VAD receives quote from IBM VAD receives revised quote from IBM. ensure end customer information is correct SPP works with Renewal Sales Rep on pricing. entitlements are extended Included below is the revised process for LA and AP which indicates quote goes directly to VAD.Software Subscription & Support Renewal Process Flow This process flow highlights the process for the Renewal process for Support Providers and their preferred VAD. Feb 2010 IBM PSP for SVP v1.

vad VAD receives quote from IBM. notifies SPP VAD receives revised quote from IBM.0 Operations Guide 30 . entitlements are extended Feb 2010 IBM PSP for SVP v1. VAD submits po to IBM via email gateway/eOrder Send back proper documentation Invoice received support providing partner SPP Quotes end customer special bid needed? N SPP receives po from end customer and submits po to the VAD PoE Received Y renewal sales team Quote is sent to VAD-ensure end customer information is correct SPP works with Renewal Sales Rep on pricing. if appropriate Revised quote sent to VAD by Renewal Sales Rep N ibm pricing N Revised Pricing Approved? Y IBM customer fulfillment PO received by IBM for invoicing Y Order? Firm Y Order is invoiced to VAD.