A Level 1 Support Provider is working on a problem for ACME Corporation in Springfield, North
Carolina. The Level 1 Support Provider has instructed the customer to apply a much needed
product fix to the already in production system and it has caused some unexpected results to the
system. Data is being corrupted by the system. The System Administrator at ACME has halted all
use of the system to ensure that data is no longer affected by this problem. Due to the critical
nature of this problem the Level 1 Support Provider has reported this problem as a Severity 1
(highest) to IBM Tivoli Customer Support. The support provider has provided all the logs and
information that has been requested by the IBM Tivoli Support Engineer. Several days have gone
by and the Support Provider has not heard back from the engineer working on the PMR. ACME
Corporation is now losing an average of $7000.00 USD per day because the maintenance crew
has had to revert to a very time consuming paper system to continue their daily operation. The
support provider has sent e-mails and tried calling the engineer requesting an update to the PMR
but is not getting any response back. What two options are available to the support provider to
receive the help they need to expedite a solution for ACME? (Choose two.)

IBM customer support provides information and processes designed to help its customers
successfully use the IBM software they acquired by providing which two options to customers?
(Choose two.)

Which item can be sent to a Support Provider using e-mail as a temporary solution?