RE: Did IBM change PMR support call back policy during off shift?

So what happens now if you're an admin who happens to work 2nd or 3rd shift?

Scott Lindstrom

-----Original Message-----
From: MIDRANGE-L <midrange-l-bounces@xxxxxxxxxxxx> On Behalf Of Steinmetz, Paul
Sent: Friday, June 29, 2018 1:29 PM
To: 'Midrange Systems Technical Discussion' <midrange-l@xxxxxxxxxxxx>
Subject: Did IBM change PMR support call back policy during off shift?

I had a critical issue last night, already had an open PMR, sev 2.
Called IBM, call center rep stated I would get a call back the next day between 8 and 5.
I stated we have 24x7 coverage.
Call center rep stated the only way to receive a call after 5 and before 8 is if it is a sev 1.
Previously, I would receive call backs on Sev2 during off shift.

Thank You
_____
Paul Steinmetz
IBM i Systems Administrator

Pencor Services, Inc.
462 Delaware Ave
Palmerton Pa 18071

610-826-9117 work
610-826-9188 fax
610-349-0913 cell
610-377-6012 home

----------------------------------------------------------------------
DISCLAIMER: This electronic message together with any attachments is confidential. If you are not the intended recipient, do not copy, disclose or use the contents in any way. Please also advise us by return e-mail that you have received the message and then please destroy. The sender is not responsible for any changes made to this message and / or any attachments after the message and attachments are initial sent. We use virus scanning software but exclude all liability for viruses or anything similar in this email or any attachment.

RLSAutogeneratedDisclaimer