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

[DrFranken <midrange@xxxxxxxxxxxx>]

I do not believe this is a change. If you want callback during off hours 
it needs to be sev 1.

This is distinct from a Sev 1 system down where you must agree to take 
their call and all hours and actively work the problem with them.

        - Larry "DrFranken" Bolhuis

www.Frankeni.com
www.iDevCloud.com - Personal Development IBM i timeshare service.
www.iInTheCloud.com - Commercial IBM i Cloud Hosting.

On 6/29/2018 2:28 PM, Steinmetz, Paul wrote:
> 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
>
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