> On 10/25/2017 10:35 PM, Edward Gould wrote: >> >> The real question should be is how is IBM support for RMM? > > I don't know in the general case, but anecdotally I once I had a situation > where RMM was *DOWN* (SEV 1) abending at startup. The support folks on the > other end seemed unable to glean much from the SVC dump I'd sent, so they > asked a bunch of rudimentary questions, made one useless suggestion after > another, asked for this and that trace, and generally "dinked" around until I > was ready to pull my hair out. (We were dead in the water for a couple of > days.)
All, I am not excusing IBM, but I have had similar issues with an OEM vendor and it is frustrating and exasperating. I have had one vendor wanting to delve into the listings of installation while the system was down. After seeing that the session was going nowhere my mind started to go through sequences (the product had worked fine for 5 years). I was listening to the support person and looking what had changed on the system. My memory is iffy here but I think a PTF had hit IEFW21SD. It turned out that the blankety blank product interfaced. I told the guy that the mobile got hit by such and such PTF . It went over his head. I asked again did you know about ptfxxxxxx? He said why are you telling me this are you trying to confuse me? One last time I reminded him of the dependancy. I said I would back out the PTF and expect a call to his boss in the AM. Its been ages but I do remember that the boss gave orders shortly thereafter to find a replacement. We did and never had an issue with it. Ed > > In desperation, I wrote to Mike Wood (now retired) and sent him my PMR > number. He was _astonished_ at the (lack of good) support I was getting! > He scolded his support team and told them straight away what the problem > likely was. > > Thanks to Mike's help, my systems were up within the hour... > > - ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to lists...@listserv.ua.edu with the message: INFO IBM-MAIN
