Statement
of
Service
Program service for
VM/PC
is
IBM Central Service including an IBM
Support Center. This service will be available until discontinued by IBM
upon six (6) months written notice or until
31
December 1985, whichever
comes first.
The IBM Support Center will provide the customer technical coordinator
with telephone assistance in problem diagnosis and resolution. The IBM
Support Center
is
the established point of contact between the customer
technical coordinator and IBM Central Service.
IBM Central Service will respond to a defect in the unaltered portion of a
supported release of the licensed program by issuing defect correction
information such as correction documentation, corrected code,
or
notice
of
availability of corrected code;
or
a restriction or a bypass. IBM does not
guarantee service results or that the program will be error free
or
that all
program defects will be corrected.
No on-site service
is
included.
The IBM Marketing Representative will register the customer technical
coordinator with the IBM Support Center.
It
is
expected that the customer
technical coordinator
is
familiar with
VM/
CMS. The customer technical
coordinator becomes the first level of customer end-user assistance. The
technical coordinator's duties should include:
answer end-user hardware and software questions.
perform problem determination to determine if a problem
is
hardware
or software related.
provide the customer interface to the appropriate IBM Support
Centers.
provide corrections received from IBM Central Service through the
IBM Support Center to all licensed
VM/PC
users for whom he
is
responsible in the customer organization.
manage problems and changes for
VM/PC
end-users in the customer's
organization.
Some customers may find it necessary to have more than one technical
coordinator. However, to ensure consistency
of
support, the number
of
technical coordinators should be kept to a minimum. The IBM Marketing
Representative
is
the contact to negotiate additional technical coordinators.
iv
VM/PC
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