RE: subject: The age old question:

[Vern Hamberg <vhamberg@xxxxxxxxxxxxxxxxxxxxxxxxx>]

For whatever reason, IBM does not contact customers when support contracts 
are about to run out. According to the terms or Software Maintenance:

> It is your responsibility to ensure that the renewal orders are placed 
> either directly with IBM no later than the day before the expiration date, 
> or with an IBM Business Partner in time for the order to arrive at IBM no 
> later than the day before the expiration date.

At least at present, in US and Canada, there's a reduced cost program for 
Maintenance After License.

I guess it's up to BPs to be on top of this, maybe?

Vern

At 09:29 AM 12/21/2003 -0500, you wrote:
> Rick,
>
> The closest thing to a customer satisfaction / problem resolution avenue
> that I'm aware of for the iSeries is the Rochester Customer Satisfaction
> organization, which is accessed through the iSeries Nation web site.  It
> strikes me that because the business partner went out of business, that IBM
> should cut some slack on the penalty and perhaps acknowledge that they
> should have notified the account.
>
> It would be worth contacting them at:
> http://www-1.ibm.com/servers/eserver/iseries/nation/contact/index.html
>
> They might be able to cut through the bureaucracy.
>
> Regards,
> Andy Nolen-Parkhouse
>
> > btw,  their previous business partner went out of business, so they
> > inadvertently / accidently let thier current ibm support contract lapse.
> > They're now looking at a penalty to resign for support.  they've only been
> > a couple of months off support.
> >
> > Rick
>
>
>
>
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