CUSTOMER SUPPORT PLAN
IBM Customer Support Plan
IBM Systems Solution
for SAP NetWeaver Business Warehouse Accelerator
and Business Objects Explorer, Accelerated Version
BladeCenter e1350 Cluster
Document includes: SAP BWA BladeCenter e1350 Cluster
| |Contents | |This document communicates technical | | |support available to you on your solution purchase, the procedures for |•Introduction to BWA Support | |obtaining support, and information on | | |contacting support. You will find information on |•Support Flow Charts | |how to contact support for hardware and software | | |reporting procedures, escalation processes |• Hardware / Software Support | |(Including a chart defining severity levels), | | |team members' roles and responsibilities, |• IBM Global Services | |as well as information available by phone. | | | |• Support Web Site Links | | | | | |• Support Phone Numbers |
© International Business Machines Corporation 2010
Disclaimer: IBM reserves the right to change specifications or other product information without notice. This publication may include typographic errors and technical inaccuracies. The content is provided as is, without express or implied warranties of any kind, including the implied warranties of merchantability or fitness for a particular purpose. Some jurisdictions do not allow disclaimers of implied warranty so this disclaimer might not apply to you. Although the IBM-approved version of this document's information is currently accurate, be aware that contracts, terms, and conditions, support procedures, and assigned personnel can change at any time. This document does not modify or replace any contract in place between you and IBM and is subject to change based on the terms and conditions of the contracts in place between you and IBM.
IBM Systems solution for SAP NetWeaver Business Warehouse Accelerator Cluster 1350 Cluster Support
The IBM Systems solution for SAP NetWeaver BW Accelerator (BWA) solution crosses traditional IT disciplines and BASIS Support organizations. It requires coordinated support between server, network, storage and BASIS Teams within IT because it crosses these technology and skill boundaries. IT is typically responsible for system availability and upgrades while BASIS support is typically responsible for application availability. BW Accelerator availability, upgrades, and enhancements must be coordinated with IT and BASIS Support and most importantly SAP. All support inquiries are directed to and researched at SAP through SAP’s OSS. SAP works with all BWA hardware and software partners to...
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