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

A.
There is no resolution given to the support provider, because they are not eligible receive
defect support.

B.
The end customer is responsible for contacting IBM Development to receive any software fixes
needed for their installations.

C.
The Support Provider will review generally available fixes and, if a fix is found, provide it to the
customer and confirm resolution, without IBM escalation.

D.
The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will
notify the support provider of the fix, and the support provider will provide it to the customer.

E.
As standard practice the IBM Tivoli Level 2 (L2) support engineer will close the PMR once an
APAR has been logged, since L2 support does not write any code changes without
concurrence from the support provider.