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April 27th, 2011

IBM Customer Experience

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IBM Presentation Template Full Version

Your Presenters

Jeff Ingalls Program Director, SPSS Information Technology


Steve Savaglio Global Manager, Business Analytics Client Care
Roxann White Client Care Analyst, Business Analytics
Jay Fischer Client Care Support Analyst
Kathy Maegerlein SPSS Technical Support Systems and Web Management

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IBM Presentation Template Full Version

Agenda

Communications and Examples Jeff Ingalls


Contact Descriptions and Roles Roxann White
Credit Card Orders and Receipts Steve Savaglio
Downloading Your Software Jay Fischer
How to Get Media Steve Savaglio
Getting Help from IBM Steve Savaglio
Using Technical Support Kathy Maegerlein
Getting your Authorization Codes Jeff Ingalls

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Communications and Examples

Typical Communications from IBM on a new order include:


Proof of Entitlement
Invoice
Flexera Welcome Email
Support Letter
Welcome to Software and Services Online
Welcome Letter
Important Terms in these Communications
Software Site Number
Used to identify your account when contacting IBM in most instances (except
technical support
ICN: IBM Customer Number
This number is used to identify your account when contacting technical support

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Proof of Entitlement

The proof of entitlement (POE) serves as your proof of ownership for IBM software
Arrives via email as an attached PDF, typically within hours of the completion of your
transaction.
Contains:
IBM Logo
Purchase Order Number (if applicable)
Software Site Number
IBM Customer Number
Products Purchased
Indicates if authorization codes and/or keys are required
Support coverage period (if purchased)
Highly recommend you retain this document, as it is your proof of ownership
Sent to the primary contact

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Proof of Entitlement

Company and Order Information

Products Purchased

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Invoice Example

The invoice shows your method of payment and amount due


Arrives via postal mail in the US and email as an attached PDF file in the rest of the world
Industry standard form

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License Key Center Welcome Email

The license key center welcome email provides initial login information for the licensing
portal from: spss@subscribenet.com
Arrives via a plain text email
Goes to first time users only so that passwords are not sent to existing users
Sent only to the primary and technical contacts

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License Key Center Welcome Email Example

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Support Letter

Arrives via email in an attached PDF format


Contains information on managing your technical support relationship with IBM, including:
Web site addresses
IBM customer number (ICN)
Primary and technical contact roles
Changing primary and technical contacts
How to register for technical support on the web
How to administer your account

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Support Letter Example

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Welcome to Software and Services Online

Arrives via a plain text email


Describes how to download your software and manage your online account

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Welcome to Software and Services Online Example

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Welcome Letter

Arrives via postal mail 1 4 weeks after purchase


Lists the contacts designated at your account
Primary
Site Technical
Software Administration
Contains temporary passcode
The passcode enables you to confirm your account
Once confirmed, you can assign others access to your account
Important to retain until you confirm your account with the passcode

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Welcome Letter Example (Page 1)

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Welcome Letter Example (Page 2)

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Customer Experience

Contacts

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Contacts

Primary
Secondary
Technical
Administration/Proof of Entitlement Contact
Software Subscription and Support renewal Contact
Software Subscription and Support media Shipping Contact
Billing Contact

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Sign in to request access, delegate or change contacts. Go to
https://www.ibm.com/software/howtobuy/softwareandservices/ Register as a NEW
CUSTOMER and fill in information hit REGISTER

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If you have already registered with IBM, enter your IBM ID and Password in the section, Returning
Customers If not, you must complete the registration form, under section, New Customers, and complete all
mandatory fields

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Authorization page when Primary Contact is recognized Self nomination page when Primary Contact is not
First time access. Only need to enter temporary passcode recognized or when new user registers for the first time
once.

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Contact update allows you to change contacts specified for your account

Manage Access - enables primary and secondary contacts to grant additional users access to Software and services
Online

Account Management - allows the user to view their account information

Self nomination - primary contacts for more than one site may request access to "Software and services online" for
each additional site.

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April 26th, 2011

Credit Card Orders and Receipts

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Credit Card Receipts - How to request?

A customer who pays via credit card will get an IBM invoice automatically as RECEIPT
ONLY. If you need to request a copy, you can do so by calling Customer Support OnLine at
877-426-6006.

In addition, options for obtaining e-invoices, and doing a myriad of self-service administrative
functions, can be seen at:
http://www-304.ibm.com/support/operations/us/en/

Or simply search at IBM Customer Support Online

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Downloading your Software

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Go to www.ibm.com/software/getspss and click on IBM SOFTWARE AND SERVICES link

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Click on Customer Sign In

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If you are returning customer enter your email and password to access downloads. If this is your first time trying to access the software complete the
New Customer information and Register.

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Click on Software download & media access

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Click on Download finder

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Choose the product you wish to Install and Continue

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Choose the Language and Platform of your system.

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Look for the option that best describes what you want to install and EXPAND (+) the option

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Under each download are subdirectories to choose from. Click on the box next to the item you wish to install

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Scroll to the bottom of the page and click on I agree then Begin Download. If you are having issues with the download click
on the DOWNLOAD METHOD and change to HTTP Transfers.
Note that firewalls and popup blockers may appear after download begins so you will need to allow these.
Once download is complete you will be taken to a License Key Wizard where you input the Authorization Key that was
generated in the License Key Center

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April 26th, 2011

Requesting Media

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Business Analytics
March 2011

Media Access

Different customer types have access to media in different ways at


IBM. As a FCT (Flexible Contract Type) customer, you can obtain
media at time of purchase by asking for discs versus download, and
paying an additional $118. Or later media can be ordered later for
the same price.

As a Passport Advantage or Passport Advantage Express customer,


you are entitled to free software copies. Simply contact your
account manager to request.

In future, all contract types will be able to access software via the
Software & Services Online portal. See following slide

https://www-112.ibm.com/software/howtobuy/softwareandservices/

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Getting Help from IBM

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Getting Help
In order to request support assistance for your IBM SPSS software, there is
one place to go:

www.ibm.com/planetwide

There you can either call for support or place a support request online. The US
number is 800-426-7378 and online SR tool is at the site as seen below

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Kathy Maegerlein Technical Support Web Support
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IBM Support Portal

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IBM Presentation Template Full Version

Web Site Registration vs IBM Registration

IBM Web Site


www.ibm.com

IBM Passport Advantage Online Registration


http://www.ibm.com/software/howtobuy/passportadvantage/paocustomer

IBM Service Request Registration


http://www.ibm.com/support/servicerequest

Source: If applicable, describe source origin

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PA-Online Website vs Support Website

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Two Step Registration for Technical Support

Step 1 - Register on www.ibm.com


Registering on www.ibm.com enables you to set up your standard Product List and access
the Technical Support knowledge base, patches and pro-active technical notifications for
your products.

Step 2 - Register with IBM Service Request (SR)


Registering with Service Request enables you to submit, update, and review software
problems to IBM Technical Support specialists. You must complete Step 1 above and know
your IBM Customer Number before you attempt to register with IBM Service Request.

Note to SPSS Students: Register on our Student Resource page


You do NOT need to complete the steps below to submit cases via the Student Portal which
provides web-based assistance to students for licensing and installation questions.

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Registered with IBM.com Support & Downloads

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Registered with IBM.com Support & downloads First Access

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Support Portal Overview - Home page

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Support Portal Notification Subscriptions

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Search the Support Knowledgebase

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Additional Support Resources

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Problem Submission Requires IBM Service Request Registration

IBM Service Request (SR) Registration 5 levels + Student Option


Provisional User temporary ability to submit and manage service requests until approved
for advanced access below.
Authorized User enables you to submit and manage service requests via the IBM Support
Portal.
Technical Contact - enables you to also manage which users at your company are
authorized to submit service requests to IBM Support
Site Technical Contact the user designated by your company as the primary
administrator for Support and has full access to the administrative tools.
Business Partner enables you to create and manage SRs on behalf of your customers.
PartnerWorld registration is required.
Student Option students using SPSS products have the ability to submit issues via the
web only

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Service Request SPSS Student Resources
www.ibm.com/spss/rd/students/

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Service Request Submission

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Sign in to IBM Service Request with IBM Web ID

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Service Request Not Registered

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Service Request Request Access

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Request access to Service Request feature

Must have an IBM ID


Must be logged in with your
IBM ID
For Software support, must
have an ICN - an IBM
Customer Number
Specify your Country/region
For hardware support, you
could optionally specify your
machine type and serial
number

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Service Request Authorized User vs Technical Contact

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Service Request User Administration

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Service Request Submission

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Service Request Problem Description

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Service Request Business Impact, Files

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Service Request Submission Verification, ID Assigned

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Service Request Search and view

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Service Request - Updates

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IBM Help for Technical Support
NOTE: Technical Support Specialists will not be able to view your registration information or your
web site view. Use the links below:
IBM Service Request Quick Start
http://www.ibm.com/software/analytics/spss/support/techsupport.html
IBM Service Request overview
https://www.ibm.com/support/servicerequest/help/srHelp.action
Use this Customer Assistance form to ask a question or report trouble with IBM Service Request (SR),
including registration problems
https://www-304.ibm.com/software/entitlement/CustAssist?topic=sr
View a How to Register for Service Request tour
http://publib.boulder.ibm.com/infocenter/ieduasst/v1r1m0/topic/com.ibm.iea.srtool/srtool/1.0/Over
view/Registration/registration_viewlet_swf.html?noframes=true
Instructions for changing the primary Site Technical Contact
http://www.ibm.com/support/servicerequest/relationship/nominationHelp.action
Instructions for managing the Primary Contacts at your account
https://www.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/help.html
Locating contacts for help with registration
https://www-
112.ibm.com/software/howtobuy/passportadvantage/paocustomer/docs/en_US/ecare.html

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License Key Center

2009 IBM Corporation


IBM SPSS License Key Center

Why the shift to a license key center instead of just direct delivery?
In many cases, IBM allows you to choose the version at the time of code generation
Provides for self-management of your IBM assets
Allows you to generate temporary authorization codes in place of permanent codes
You get to choose who has access to your authorization codes
You can choose which users have various features
License key center is hosted by Flexera software
Specializes in authorization code and key management
Used by several other IBM brands, so you may come across similar sites with other
purchases

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Demo

Live demo of IBM SPSS License Key Center

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Questions

Q&A

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