IBM Smart Business Support Guidelines

All capitalized terms defined in the IBM Smart Business Marketing and Support Agreement (‘Agreement’) which are used in these Guidelines without further definition shall have the meanings ascribed to them in the Agreement.

1. Definitions

IBM Problem means a problem a customer encounters with a Smart Business Appliance.

Problem Transfer is the process by which IBM Smart Business Remarketer engages the Vendor or IBM for assistance in resolving a problem.

Vendor Problem means a problem a customer encounters with Vendor Product that is not an IBM Problem.

First Call Support means performing problem determination in an attempt to resolve the problem before engaging IBM or the Vendor.  

2. Support Outline

Both IBM and Vendor will work to ensure customers are aware of and utilize appropriate techniques/methodologies for requesting help.

· IBM Smart Business Customers will be entitled, via IBM Service Contracts for the appliance hardware and software, to contact IBM directly for support of IBM Problems.

· IBM Smart Business Remarketers will be trained to provide First Call Support to IBM Smart Business Customers for IBM Problems or Vendor Problems under the program known as IBM Smart Business.

· IBM Smart Business Remarketers will be directed to contact 1)IBM, for IBM Problems and 2) Vendor, for Vendor Problems.

3. IBM Support Responsibilities

For problems directed to IBM, IBM will:

a) Provide service to ‘Remarketers’ or ‘Customers’ as defined in IBM Services agreement(s) and IBM Remarketers agreement(s); and

b) If, in the performance of its support responsibilities for IBM Problems, IBM determines that the problem is actually a Vendor Problem, IBM will direct the customer or the IBM Smart Business Remarketer to contact the Vendor.  

4. Vendor Support Responsibilities

4.1 Vendor is responsible for all Vendor support activities for those problems reported directly to the Vendor by a Smart Business Remarketer. Vendor will:

(a) Provide IBM Smart Business Remarketer information on problems with Vendor Products that Vendor is aware of, tips and techniques on resolving or fixing such problems, and other information that enables the IBM Smart Business Remarketer to assist customers in resolving problems with a Vendor Product;

(b) Provide IBM Smart Business Remarketers with appropriate Web link information so they can assist and lead customers to the Vendor’s FAQs, product documentation, and local Vendor knowledge database for Vendor Products; and

(c) Engage with the IBM Smart Business Remarketer and/or customer directly (if passed through the IBM Smart Business Remarketer), and promptly resolve the problem with efforts and response times no less than Vendor provides for its own customers and no less than Vendor is obligated to do so under its Vendor Product support obligations, if any. Vendor is encouraged to respond to the IBM Smart Business Remarketer about a problem within two business hours of receipt, unless the IBM Smart Business Remarketer identifies that the problem is having a severe impact on the customer’s business operations or the Vendor Product is totally inoperative, in which case Vendor should engage in resolving the problem within one hour.

4.2 If contacted directly by the customer about an Error, Vendor shall proceed to provide service for all support responsibilities for Vendor Problems.  If Vendor determines that the problem is an IBM Problem independent of the functioning of the Vendor Product, Vendor shall assist the customer in contacting their IBM Smart Business Remarketer (or IBM) for support. 

4.3 Vendor is responsible for providing a timely resolution of a critical situation or customer complaint about Vendor’s support. IBM has the option of requesting a support assessment review with the Vendor to help Vendor improve the performance of its support obligations under this Agreement. Vendor shall provide IBM any Error Correction that Vendor creates; any Error Corrections must be provided to IBM in accordance with Section 4 – Vendor’s Responsibilities of the Agreement.