Customer Support Plan for IBM Mainframe and z Systems - U.S. and Canada
Michael J Saunders
Customer Support Plan; zSeries
Abstract: This document communicates IBM technical support available to you, the procedures for obtaining support, and information on contacting IBM.
You will find information on IBM Web support, hardware and software reporting procedures, escalation processes (including a chart defining severity levels), team members’ roles and responsibilities, as well as information available online and by phone.