help desk services - Reiteach.ie

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Réiteach

Help Desk

Service Level
Statement



Version 3.0


May 2008






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C
OPYRIGHT

©

2008

R
ÉITEACH
C
OMPUTER
S
YSTEMS
L
TD
.

A
LL
R
IGHTS
R
ESERVED
.


While every attempt has been made to ensure that the information in this document is accurate
and complete, som
e typographical errors or technical inaccuracies may exist. Réiteach does not
accept responsibility for any kind of loss resulting from the use of information contained in this
document.


This document shows the publication date. The information contained
in this document is subject
to change without notice. Any improvements or changes to the information contained in this
document will be documented in subsequent editions. This document contains proprietary
information of IBM IBM Cognos, an IBM company. All

rights are reserved.


No part of this document may be copied, photocopied, reproduced, stored in a retrieval system,
transmitted in any form or by any means, or translated into another language without the prior
written consent of IBM Cognos.


Information

about IBM Cognos Products and Accessibility can be found at
www.reiteach.ie




Revision History


Date

Revision No.

Description

Initials

25/02/2002

Draft 1.0

Final version

SJ

02/10/2005

Draft 2.0

Incorporate changes resulting from the IBM Cognos
takeover

of Adaytum

SJ

29/04/2008

Draft 2.1

Update document to reflect IBM takeover of IBM
Cognos

SJ

















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Table of Contents



GLOSSARY

................................
................................
................................
................................
...

4

THE IBM COGNOS SUPPO
RT MODEL


SUPPORT GROUPS AND C
ONTACTS

........

5

PRODUCT CONTINUATION

................................
................................
................................
....

6

P
RODUCT
R
ELEASE
T
YPES
-

N
EW
R
ELEASES

................................
................................
................

6

M
AINTENANCE
/P
OINT
R
ELEASES

................................
................................
................................
.

6

S
ERVICE
P
ACKS
(SP
S
)

................................
................................
................................
..................

6

P
RODUCT
L
IF
ECYCLE
-

P
RODUCT
E
ND
-
OF
-
L
IFE
(EOL)

................................
................................

7

SERVICE REQUESTS

................................
................................
................................
.................

8

D
EFINITION AND
L
OGGING

................................
................................
................................
...........

8

P
RIORITY

................................
................................
................................
................................
......

8

R
ESOLUTION

................................
................................
................................
................................

8

RÉITEACH HELP DESK

................................
................................
................................
............

9

O
B
JECTIVES

................................
................................
................................
................................
..

9

I
MPORTANT
C
ONTACT
I
NFORMATION

................................
................................
...........................

9

HELP DESK SERVICES

................................
................................
................................
...........

10

T
ELEPHONE
S
UPPORT

................................
................................
................................
.................

10

O
N
-
S
ITE
S
UPPORT

................................
................................
................................
......................

10

HELPING US TO HELP Y
OU

................................
................................
................................
..

11

B
EFORE YOU
C
ONTACT THE
R
ÉITEACH
H
ELP
D
ESK

................................
................................
...

11

W
HEN YOU CONTACT
R
ÉITEACH
H
ELP
D
ESK

................................
................................
.............

11

HOW SERIOUS IS YOUR
PROBLEM?

................................
................................
.................

12

C
ALL
P
RIORITY
L
EVELS
&

P
ROBLEM
E
SCALATION
C
RITERIA

................................
....................

12

L
EVELS OF
R
ÉITEACH
H
ELP
D
ESK

................................
................................
..............................

12

1. Call Logging

................................
................................
................................
.....................

12

2. Call Priority Levels

................................
................................
................................
...........

12

3. Making Customer Contact

................................
................................
...............................

14

4. Escalation of Open Calls

................................
................................
................................
..

14

5. Emergency Escalation Procedure

................................
................................
....................

14

6. The Reporting of System Software

Errors

................................
................................
.......

15

7. Customer Product Enhancement Requests

................................
................................
.....

15

R
ÉITEACH POLICY REGAR
DING NEW RELEASES AN
D SUPPORT OF OLD REL
EASES

........................

16

IBM COGNOS LTD ENHAN
CEMENT REQUEST FORM

................................
.................

17

IBM COGNOS ERROR REP
ORT FORM

................................
................................
..............

18





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GLOSSARY


Assisted Su
pport:

available through the Support Web site or via telephone, Assisted Support is
when you require a Support Analyst to provide live, interactive technical assistance.


Online Support:

refers to the Support self
-
service Web site, and collectively all of

its features
and assets.


Support Analyst:

often referred to as a
Support Analyst
or
Technical Analyst
, a Support Analyst
is a highly skilled, highly trained technical Réiteach employee who is ready to assist you when
you need live, interactive support fr
om Réiteach.


Réiteach Support:

collectively refers to the entire support organization at Réiteach, most
typically visible to you via 24x7 online Web access and Réiteach Support Analysts.


Error:

is defined as an error in product code, resulting in the pr
oduct not functioning as
documented, as per design specification or as intended by Réiteach.


Error Correction:

is defined as a revision that corrects Errors and deficiencies in product code.


Priority:

the severity level of a Service Request, from 1 to 4
, that encapsulates the impact an
issue is having on your business and/or application.


Response Time:

response time relates to a Service Request, and is the lapsed time from when
you log a Service Request to when a Réiteach Support Analyst is assigned to
your issue, and
acknowledges such assignment by initiating return contact.


Service Request (SR):

a single, reproducible issue, problem, or symptom that you require
interactive assistance with from a Réiteach Support Analyst.


Support Contact:

a member of

your team who is highly trained and skilled in IBM Cognos
products and solutions, and who understands your implementation of IBM Cognos. Specific
types of Support Contacts (i.e.Primary/Secondary) work collectively with Réiteach to identify,
diagnose and r
esolve Service Requests.




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THE IBM COGNOS SUPPORT MODEL


SUPPORT GROUPS AND
CONTACTS


IBM Cognos solutions are deployed into IT software and hardware environments, a combination
of hardware servers, databases, application servers, Web servers and security

software.


Hardware and software environments are typically housed in a physical location, and can host
many IBM Cognos applications. To support the users of these applications, you must select a
number of senior technical staff that have received approp
riate training and can demonstrate
extensive knowledge of the IBM Cognos products used in your company to act as an internal
help desk team. These help desk personnel are your Support Contacts, and they are the only
people authorised to raise issues with R
éiteach Support.


IBM Cognos solutions, deployed in a specific hardware and software environment and supported
by your personnel, or Support Contacts, are known as Centres of Excellence, Competency
Centres or Support Groups. Réiteach Support is premised o
n this model.


Your highly skilled, trained groups of internal personnel (Support Contacts) are the foundation
for Support Groups. Their full understanding of system hardware, software and deployment
constraints, as well as their ability to filter, sort an
d prioritize calls with Réiteach Support,
ensures your priorities are understood and followed, duplication of issues is eliminated, and
diagnosis and resolution is speedy.





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PRODUCT CONTINUATION

IBM Cognos invests significantly in enriching its products.
As a Réiteach supported customer
you are entitled to upgrades and documentation for supported products that become available
during the life of your support contract. IBM Cognos delivers different types of software releases
during the life of a product.


Product Release Types
-

New Releases

New Releases (Major and Minor versions) feature new capabilities, new supported
environments, improvements in quality, scalability and performance, as well as architectural
enhancements. New Releases are fully regressio
n tested and typically require a full
uninstall/reinstall of the IBM Cognos product.


New Releases are signified by an increment in the major version number, represented by the
digits to the immediate left of the first decimal in the version number, or by

an increment in the
minor version number, represented by the digits to the immediate right of the first decimal in the
version number (
e.g. IBM Cognos 8.2
-

Series 8 Version 2
-

8.2
).


Maintenance/Point Releases

Maintenance Releases are alternately referr
ed to as Point Releases. In this document the two
terms will remain interchangeable, but for clarity of reading
Maintenance Release
will be used
herein to describe this release type.


Maintenance Releases are incremental changes to a Major or Minor New Rel
ease, periodically
made available to supported customers. They primarily address problems with the software that
have been reported by customers or uncovered through IBM Cognos’ own investigations.
Maintenance Releases are also used to add support for new
environments.


In some cases they may contain new capabilities and improvements but to a lesser degree than a
New Release. Maintenance Releases are subject to full regression testing and include the
accumulation of corrections made in all previous Mainten
ance Releases and Hot Sites since the
most recent New Release. They may require a full install/reinstall of the IBM Cognos product.


Maintenance Releases can be signified in one of two ways. They may add a
Release
number or
MR
number suffix to the major a
nd minor version number, such as
IBM Cognos 8.2
Maintenance Release 1
, often abbreviated to
IBM Cognos 8.2 MR1
. Alternatively they may
add a third decimal point to the major and minor version number, such as
IBM Cognos 8.2.1
,
leading to the Point Release r
eference.


Service Packs (SPs)

Service Packs provide regular, high quality and stable error correction releases. Service Packs
leverage automated regression test suites to exercise the release prior to it becoming generally
available. Service Packs contai
n selected Hot Site and critical corrections implemented since the
last regression tested release, such as a New or Maintenance Release, or a previous Service Pack.


Unlike Maintenance Releases, Service Packs do not add new environment support and will no
t
contain new capabilities or enhancements.


Service Packs are not a fully installable product, rather they are targeted corrections to specific
product components. You must already have a New or Maintenance Release installed in order to
deploy a Service P
ack into your environment. Service Packs are signified with a
SP
designation
after the version number, such as
SP1
or
SP2
(
e.g., IBM Cognos 8.2.1 SP1
).





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Product Lifecycle
-

Product End
-
of
-
Life (EOL)

Beyond a specified date, IBM Cognos will no longer iss
ue any releases of any type for a product.
This applies to all language versions, platforms, and channels for that product (unless otherwise
noted). IBM Cognos provides a minimum of 12 months notice of product EOL, and publishes
notice of EOL on the Suppor
t Web site at


https://www
-
304.ibm.com/support/docview.wss?uid=swg27014713


The support status of the full suite of IBM Cognos products are documented and updated here on
a regular basis.




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SERVICE REQUESTS

Definition and Logging

A Service Request is a s
ingle, reproducible issue, problem, or symptom that you require live,
interactive assistance with from Réiteach Support (Assisted Service Request). Assisted Service
Requests can be logged with Réiteach through email or via telephone. Should you need to rai
se
an Assisted Service Request with Réiteach, Réiteach Support will respond based on your Service
Request Priority level.


Priority

The Service Request Priority is the assigned severity level, from 1 to 4, that encapsulates the
impact an issue is having on

your business and/or application. To ensure speedy resolution, the
Support Contact who logged the Service Request must be readily available throughout the time
period that the Service Request is being worked on. Réiteach Support uses four Priority levels
to
identify the severity of your issue and its impact on your business.


Resolution

Réiteach Support understands that you are looking for more than just a response to your Service
Request; you want to know when an issue is going to be resolved. We strive t
o resolve your
issues as fast as possible with the highest quality, and look for direct confirmation from you that
the issue has been resolved. However, there are instances when an issue will be deemed resolved
without your direct input.


Below is a list
of reasons why an issue may be deemed resolved:




You tell Réiteach the issue is resolved or can be closed.



The issue is found not to be due to any Error in the IBM Cognos product.



Instructions are provided to you on how to correctly deploy or use the produ
ct feature in
question.



A workaround to achieve similar results is provided and accepted by you.



You are informed of a scheduled product release that contains an Error Correction for the
issue.



The issue is classified as an enhancement request and Réiteach

determines that such a
change will not be undertaken.



The issue would require a change in existing product functionality and Réiteach
determines that such a change will not be undertaken.



The issue is determined to be a third party vendor issue and you ag
ree to transfer the
problem to the third
-
party vendor for resolution.



It is determined that you require additional expertise and knowledge that can only be
gained through product training or a Réiteach Professional Services engagement.



The issue cannot be
reproduced in a baseline environment and it is determined that a
Réiteach Professional Services engagement is required to assess customization, design or
architectural influences that might be causing or contributing to the issue.



The Service Request has b
een left open for seven consecutive business days awaiting a
response from you. To ensure speedy resolution, the Support Contact who logged the
Service Request must be readily available throughout the time period that the Service
Request is being worked on
.



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RÉITEACH HELP DESK


Objectives

The Help Desk services provided by Réiteach Computer Systems are part of the IBM Cognos
worldwide Help Desk network. All support and development centres worldwide communicate
with each other and have access to a full prod
uct information database. Product queries and
problems from clients around the world are recorded on one central product information
database.


This means that any problem or technical query reported anywhere in the world is available to
the Help Desk sta
ff in Dublin, ensuring the spreading of knowledge relating to the use of our
products. Réiteach provides a telephone support service to clients to answer technical queries and
to resolve product problems. The Help Desk responsible for your area is based in

Dublin, Ireland
and staffed by specialists in IBM Cognos and other third party products. The primary objectives
of our Help Desk Service are fourfold:




To provide a quality support service to our clients by answering all enquiries and
resolving problems i
n timely, effective and professional manner.



To improve our service to clients and to increase client satisfaction of the service
provided.



To maintain high standards through the quality of people providing this support service.



To assist customers duri
ng the initial product implementation.


This document details our standard procedures and Service Levels. It illustrates how you can
assist in the timely resolution of your enquiries and problems.



Important Contact Information

Help Desk





+353 (1) 403
6074


Help Desk Fax


+353 (1) 4592427


Help Desk E
-
mail


helpdesk@reiteach.ie


Help Desk

Normal Working Hours

09.00 to 17.00 Monday to Friday (Excluding Irish public holidays)


Réiteach Office Address

Anfield House






Baldonnell Business Park






Naas

Road






Dublin 22


Website





www.reiteach.ie









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HELP DESK SERVICES

Telephone Support

You have access to the Help Desk support from the Irish Help Desk between 09.00 and 17.00,
Monday to Friday (excluding pub
lic holidays).


Telephone Support is provided free to all customers who have a current Maintenance Services
Agreement with IBM Cognos. In addition to free telephone support customers also receive all
enhancements for IBM Cognos products.


Some enhancements

will be provided on an "on request" basis. You will be notified of all
releases and given the opportunity to request your copy.


Due to the possible complexity of a client application built using IBM Cognos’ software, model
-
building questions can take ma
ny hours to resolve. In such cases a form of telephone
consultancy may be offered when required. This form of consultancy is offered at the sole
discretion of the Réiteach Help Desk. Any charges for this ‘extra’ help desk service will be
agreed with you

before invoicing. In order for the Help Desk to offer a consistent service level
to all clients a recommendation may be made for a Réiteach consultant to visit. In such
circumstances the Help Desk will refer the call to the Client Services Team.


Also,
due to the large number and varied combinations of operating systems, networks and
databases that form the IBM Cognos operating environment, it may not always be possible for us
to replicate your problem. In some instances we may have exhausted all means
of providing
potential solutions over the telephone and may therefore need to provide remote access or On
-
Site Support in order to resolve your issue.


On some occasions we find that problems logged with our Help Desk are not always IBM
Cognos related. O
n occasions such as these it may be necessary to charge for a consultant to
visit, any charges will be agreed before invoicing you.



On
-
Site Support

On
-
Site Support is available on an ad hoc basis. Ad hoc days are charged at our standard daily
rate plus e
xpenses.


Any hours required after the standard working hours of 09.00
-
17.00 or 7.50 hours per day will be
charged at €300 per whole hour and for any part of an hour.


Different rates apply for weekends and Bank Holidays.


Please contact Client Services
for more details on +353 (1) 4036072.




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HELPING US TO HELP YOU

Before you Contact the Réiteach Help Desk

Specialists answer your technical query or resolve a product problem; it would greatly help if
you would:


1.

Check with your own IT Department or Special
ist to see if there are any issues with your
operating environment, which may be causing you problems.

2.

Check with your designated IBM Cognos Administrator/Specialist to ensure you are up
to date with any changes that may have recently been made to your sys
tem and that there
have been no changes made to the system recently, which may have caused the problems.

3.

Make a note of all error messages, system codes, screen shots, or anything else that may
help to explain what has happened.

4.

Establish what version of I
BM Cognos software you are using.

5.

Make a note of the series of steps that caused your query and what steps you have taken
to rectify the situation.

6.

Note down whether your query is consistent and if it can be repeated.


If you are having trouble doing som
ething that used to work, determine if anything has changed
at your site. Report any system configuration changes or changes in service that have been
applied to your site. Please ensure that your organisation has a current Maintenance Services
Agreement
with Réiteach.



When you contact Réiteach Help Desk

Telephone
01 4036074
, the

Help Desk direct line.

Alternatively you can e
-
mail the details to
helpdesk@reiteach.ie
.


On contacting the Help Desk, your problem/
query will be logged into our Call Tracking system
by a Helpdesk administrator. You will be asked for the following information:




Your Organisation / Company Name



Your name



The release and version number of the software product you are currently using



Any

program updates which are applied



A brief description of your problem/query (as detailed above)


Please note: Your problem may take longer to resolve if any of the information above is
unavailable.


On completion of your call, a severity level for the que
ry will be assigned by agreement with you
based on the priority levels shown in the "Table of Priorities" contained in this document and
you will be given a unique call reference number (e.g. AG
-
FE3). Your call will then be assigned
and escalated in accord
ance with the Réiteach Help Desk procedures. You should always quote
the relevant call reference number when making any further calls concerning your logged query.


If any subsequent information on this problem becomes available, please ensure that Help De
sk
is made aware of this e.g., if the problem occurs more often and becomes more critical in nature,
please raise the severity level of the problem. If a circumvention or resolution for the problem is
found, then please inform us and advise us whether the
severity level can be lowered.





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HOW SERIOUS IS YOUR PROBLEM?

Call Priority Levels & Problem Escalation Criteria

In order to establish a clear mechanism for the handling and management of customer queries
logged with the Help Desk the following informatio
n relates to the classification of problems and
the manner in which problems will be managed during their lifecycle.


Levels of Réiteach Help Desk


1. Call Logging

A Level 1 Support Analyst may initially handle problems reported to the Help Desk.

The role

of this person will be:




to take the details of your call



to provide you with a priority based on the criteria



to inform you that you will be contacted within 1 hour of you call being logged.



Once a level 2 analyst is free, your call will be passed to the
m.


Once a call is logged with the Réiteach Help Desk, it could progress through a number of
different support levels in order for a problem to be resolved, depending upon the nature and
sophistication of the problem logged. The different levels of Help De
sk available are as follows:





Support Desk
-

level 1 support escalation to….




Support Desk
-

level 2 support escalation to….




Support Desk


level 3 (Worldwide IBM Cognos helpdesk) support escalation to….




IBM Cognos Product development team Or Réiteach C
lient Services (Consultancy).


It is the objective of the Help Desk to resolve the majority of calls at first line. To ensure
effective management and control by Réiteach, all customer calls MUST be made to and logged
with the Help Desk at Réiteach and no
other point in the support hierarchy. All response and
escalation times are based on the Help Desk hours of operation.



2. Call Priority Levels

Each call logged with the Help Desk will be assigned a priority level based on the known
severity of the proble
m at that time and in agreement with the user. The priority level assigned
will determine the level of service to be applied on a call and the target timescale for the
management and ultimate resolution of a problem. The times given in the table below rela
te to
target response times only, as it is not always possible to provide definite problem resolution fix
times.












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Table of call prioritisation examples


Priority

Business
Impact

Recommended

Contact
Method

Description

Target

Response*


1


Critical


Telephone


IBM Cognos application in
production environment is not
available or critically affected; no
acceptable workaround or
alternative solution available.



1 hour



2


High


Telephone


IBM Cognos application in
production environment is
seriously
affected;

IBM Cognos implementation
project unable to continue; no
acceptable workaround or
alternative solution available.



2 hours



3


Medium.


Email


Use of IBM Cognos application is
restricted; an acceptable
workaround or alternative solution
may be

available.



3 hours


4


Low


Email


Use of IBM Cognos application is
generally unaffected; request for
information, enhancement or
product clarification; an
acceptable workaround or
alternative solution is either
available or not required.



8 hours





Table of call prioritisation and escalation targets


Priority

Level

Escalation time to

next level of support

Update

to customer

Management
escalation every


1


1 hours


2 hours


4 hours


2


2 hours


4 hours


8 hours


3


8 hours


12 hours


20 hours


4


12 hours


18 hours


50 hours







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3. Making Customer Contact

The Help Desk analyst will contact a customer to provide an update or resolution to their open
call by either speaking to them directly (or a colleague) or by leaving a voice mail message.
After four unsuccessful contact attempts, the Help Desk will send a fax or e
-
mail to the customer
contact with the relevant information. The call log will be closed on the understanding that it can
be re
-
opened at any time. At this point, it then becomes t
he customers’ responsibility to contact
Réiteach for further information or assistance.


The Réiteach Help Desk team is committed to providing customer support and problem
resolution timescale that fall well within the response times provided.


4. Escalat
ion of Open Calls

Calls will be escalated on the following hierarchical basis:


Help Desk Analyst



Help Desk Manager



Account Manager



Updates on the status of open calls will be given to the customer contact with details of what is
happening and planne
d actions for a resolution, based on the update duration shown in the table
provided.


For example:



A priority 2 call is logged with the Support Desk at 10.00 am on Monday.

If the problem
is not resolved within 2 hours then the problem is escalated to Thi
rd Level Support. Help
Desk Manager is notified at this point.




If the problem is not resolved within 4 hours then the problem is escalated to the Help
Desk Manager and potentially assigned to a Worldwide Support Analyst.




If the problem is not resolved w
ithin 6 hours then the problem is escalated to the
development team (or equivalent resource).




Once the Priority 2 problem has been open for more than 24 hours the Client
Development Manager is notified.



5. Emergency Escalation Procedure

Our Help Desk p
rocedures and trained Help Desk personnel ensure that the vast majority of calls
are handled promptly and effectively. Occasionally, a situation may arise where an intermediary
is required. In such cases, we recommend that you make contact with our Client
Development
Team on +353 (1) 4036072 and explain the situation, or e
-
mail stephen.jones@reiteach.ie


In the case of Priority 1 problems, senior Réiteach/IBM Cognos personnel are informed almost
immediately and will make all reasonable endeavours to ensure
that the problem is resolved as
soon as practicable.


We are confident that the emergency escalation procedure will rarely be required. However, this
procedure is available and to be used if necessary.








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15

-




6. The Reporting of System Software Errors

Réit
each’s Helpdesk team handles the reporting of software errors by a customer.


In accordance with our standard procedures, the user will be faxed/emailed a Software 'Bug'
Submission Form for them to record the exact details and nature of the software 'bug'
they wish
to report. The reported 'bug' will be reviewed internally to determine if it has already been
reported and if an answer can be provided in response. If it is acknowledged as being a new
'bug', a Bug Report will be logged in IBM Cognos’s Product M
anagement System, with the 'bug'
being immediately escalated to the Quality Assurance Manager and the Technical Director at
IBM Cognos for testing and feedback.


If the submission is recognised as being a new `bug' and a response cannot be provided, the He
lp
Desk Team will acknowledge receipt of the Software `Bug’ Submission Form and a reference
number will be provided to the customer.



7. Customer Product Enhancement Requests

We positively encourage users of our software to make suggestions on enhancing t
he software
functionality and to request changes to their individual systems to complement their business.
The IBM Cognos Product Management Division handles the registration and co
-
ordination of
customer product enhancement proposals.


In order to enable
IBM Cognos to assess the request, the client will be faxed / e
-
mailed a


Request For Enhancement / New Functionality Addition To Software


form from Réiteach,
(ie_Enhance_Request_Doc_DPCD024_091098), for the client to record the exact details and
nature o
f the enhancement they wish to propose. On receipt of this form, it will be reviewed to
ensure that a solution does not already exist within the product or that the request is possible.


Once it is recognised as a new product enhancement, an Enhancement Re
port will be logged to
IBM Cognos’s Product Management System. The proposal will then be forwarded to the Product
Management Division at IBM Cognos for their due considerations to the feasibility and
acceptance of the proposed enhancement.


The Help Desk T
eam who will also provide the customer with a reference number will
acknowledge the receipt of all new product enhancement proposals.


The Product Management and Product Development teams will review the request for
enhancement and will respond to the cli
ent as to their intention to produce the enhancement, or
reasons why it cannot be produced. Where applicable, a price and timescale will be given to
produce the enhancement.




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Réiteach policy regarding new releases and support of old releases


New Release
s

When a new software release is ready for general availability, usually after a Limited
Availability period, then our customers are notified. Clients will be notified of the new release,
its enhancements and new features included. Regular visits to our we
b
-
site will tell you if you
are using the latest version of our software. If you find that you have are not receiving any
information from us please contact us and we will send you the information and update our
database so that you will receive future ann
ouncements.



Old Releases

Subject to a customer having an up
-
to
-
date Maintenance Services Agreement, the Réiteach
policy for supporting back releases is as follows:


When a new release of a product becomes available Réiteach Help Desk will support the new

release. The Réiteach Help Desk will also continue to support the previous release.


If you experience a problem with a release that is no longer supported, any updates that were
written for that release may still be made available to you. However, we wil
l advise you to
upgrade, as we will not be in a position to provide new updates.


We shall always endeavour to solve a problem wherever it is possible to do so.


Réiteach as directed by IBM Cognos reserves the right to withdraw support from any version of
its software where it has been superseded. Should you encounter a problem with an old release of
any of the products we suggest that you contact the Help Desk, as they may be able to offer
assistance.





-

17

-



IBM IBM Cognos Enhancement Request Form

Please comp
lete all sections of this form in as much detail as possible. Once completed, please
return this form to the Help Desk.


Company Name



Contact Name



Telephone


Fax


Email address


Date




PM Modeller (Analyst)




Manager












Contributor




BI Author












IBM Cognos Add
-
In for
Excel




BI Professional












Controller




BI Administrator






Version you are running




Please describe the functionality you would like to have:







How would this help you?






How would you like to see this enhancement implemented?






HDC#

Enhancement Reference No:


Date:

IBM Cognos Ltd:






-

18

-


IBM IBM Cognos Error Report Form

Please complete all sections of this form in as much detail as possible. This will aid in f
inding a
solution to the problem. Once completed, please return this form to the Help Desk.


Company Name



Contact Name



Telephone


Fax


Email address


Date




PM Modeller (Analyst)




Manager












Contributor




BI Author












IBM
Cognos Add
-
In for
Excel




BI Professional












Controller




BI Administrator






Version you are running





Please provide a full description of the problem you are experiencing:






How would this help you?






Please provide

full details of all Error Messages:






HDC#

Error Reference No:


Date:

IBM Cognos Ltd: