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.)

A.
Ask for a Duty Manager by calling IBM Support.

B.
Wait another day. Calling will only slow down the resolution process and can distract Level 3
Support from fixing the issue.

C.
Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a
Critical Situation or (Crit Sit).

D.
Call IBM and ask for the Severity to be raise to the highest level (0). That will trigger a
complaint to be filed with the Customer Support Production and Operations (CSPO) team.

E.
Remove the fix was applied to the system to prevent further delays and continue to use it.
Once the IBM Support Engineer has replied back with the proper fix then apply it to the
system.