Jon Timmins, runs our dedicated support desk covering the full current IBM Cognos suite, as well as older versions. We are proud of our friendly, approachable and patient support service.
Our customers call a dedicated support line and access their own page on our support portal where they log issues and keep track of progress. Jon is the first point of contact for customers with support requests. With his broad knowledge across all the IBM Cognos products, he will make an initial diagnosis and ascertain the urgency of the issue. Jon solves the vast majority of issues himself, but where a more technical or application-specific problem arises, he will assign the ticket to an experienced consultant who will make contact directly with the customer. Most problems are small configuration issues or knowledge gaps, which we will help solve, and recommend any future actions or training required. On the rare occasion that that a software bug or defect is identified, we will act on your behalf to expedite a resolution with IBM.
Annual Support and Subscription
IBM Cognos on-premise software is sold as a perpetual licence, inclusive of a support and subscription fee in the first year. This fee is renewable annually. It entitles the customer to free IBM upgrades and fix packs and support for any software defects. If renewed through Aramar, it provides access to our support service as a first point of contact.
In addition to standard support and subscription, we provide for some of our customers a further enhanced level of support. This provides peace of mind covering specific critical applications rather than general software, or dedicated cover at certain critical times. Please get in touch if you would like to discuss this further.