Based upon user feedback of the IBM Support Assistant tool, what increased resolution time
have they observed?

A support provider opens a PMR for a customer. Who is the owner of the issue?

If an individual needs to search knowledge for several products in one step,
how can this be done?

How many PMRs and APARs is a customer allowed to open after the effective date of End of
Support for a product?

What is the minimum length of time that technical support will be offered for certain products
under the Enhance IBM Support Lifecycle policy?

Which IBM PMR Severity definition could be described as “A non-critical software component is
malfunctioning, causing minimal impact, or a non-technical request is made”?

Which method is used to request assistance from IBM Tivoli Support for an end customer with
support maintenance?

Which two statements define the process to resolve an end users issues which are caused by
product defects? (Choose two.)

What is the IBM Tivoli Support response goal for severity 1 PMRs?

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.)