There's still some ambiguity about that, however I believe you are correct,
only SEV 1 calls, unless you have a premium support contract, then you can
call anything in, anytime.
I think calling in a SEV 1 then dropping it to SEV 2 as soon as you get
someone on the phone is likely to get the organization in trouble with the
terms and conditions of the SWMA agreement so I do not recommend trying
that. I've seen that done recently. Not to my liking.
Recently IBM has been very good about responding to PMRs opened on line in a
time frame that's worked for me.
What does drive me crazy is IBM i is on the older system, and
VIOS/AIX/Storage/Hardware is on the new system. They claim they cannot
transfer PMRs nor generate PMH (hardware calls) from the system the way they
used to be able to, we have to open any cross support calls ourselves. Once
the new PMR/PMH is open they can reference the old system but cannot "link"
them together. Very frustrating......
--
Jim Oberholtzer
Agile Technology Architects
-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxxxxxxxx> On Behalf Of Justin
Taylor
Sent: Thursday, April 04, 2019 9:55 AM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: Submitting an issue
Can you even open tickets over the phone anymore? I thought they stopped
taking new calls except for severity 1. I can't say, because I never open
tickets over the phone. I can create one online in less time than you'd
spend on hold to even start.
-----Original Message-----
From: Rob Berendt [mailto:rob@xxxxxxxxx]
Sent: Thursday, April 04, 2019 8:23 AM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: Submitting an issue
You have a point there.
I always try to open a ticket online as to avoid the useless questions when
doing it on the phone in which they do not record half of what you say.
And even so, I have used the words "let me read the ticket to you" when
called back from IBM.
-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxxxxxxxx> On Behalf Of Justin
Taylor
Sent: Thursday, April 4, 2019 8:55 AM
To: Midrange Systems Technical Discussion <midrange-l@xxxxxxxxxxxxxxxxxx>
Subject: RE: Submitting an issue
Opening tickets and attaching files is easy, the trouble is that support is
never paying attention. It may depend on what department or even tech you
get. Like I said, YMMV.
--
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