Your First Point of Contact for IBM Solutions
The Support Desk has evolved over the last few years, so as Support Manager, I thought it would be a good time to re-introduce myself and Aramar Support. I’m Shaf and I’m usually the first point of contact when a support ticket comes in, so there’s a good chance we’ll speak at some point.
Our Support Desk operates from 9am to 5.30pm, Monday to Friday, covering a wide range of IBM products including IBM Planning Analytics, IBM Controller, IBM Cognos Analytics and IBM Envizi ESG Suite, among others.
Getting Started
When a new customer is onboarded, we arrange a Support Introductory Meeting and share our Support Handbook. This gives us the opportunity to introduce the team, explain how the Support Desk works, and answer any questions about processes, SLAs or ways of working.
We’re open to all types of requests, whether that’s Support, Services or Training. We always encourage customers to submit a ticket, and I’ll triage it to the appropriate team to make sure it reaches the right specialist.
Our main point of contact is via our support email, but we also offer phone and Support Portal options.
Once you’ve registered with our Support Desk, you can add or update tickets yourself through the Support Portal. I can help you do this and it makes it easy to keep track of progress.
More Than Just Support
The Support Desk has also been involved in numerous projects alongside IBM, including:
I can also support customers with product training and schedule Health Checks on Planning Analytics and Controller environments to ensure everything is performing as it should.
Working with Our Specialists and IBM
There are times when a support ticket requires input from one of our Product Specialists here at Aramar. Although they are generally kept busy with customer work, they’ll schedule to review the request as soon as possible.
We also work closely with IBM Support. For Application Support customers, if a ticket requires IBM’s involvement, we can log it on your behalf and collaborate directly with IBM to investigate and resolve the issue.
Knowledge Base and Blogs
Since I receive so many questions and queries it made sense to collate them all together in our Knowledge Centre. These include expert “How To” guides, practical tips, and useful product updates.
While you’re there, you can also explore our latest blogs for additional insights and best practice advice.
That’s Aramar Support in a nutshell.
If you have any questions, or would like to know more, please don’t hesitate to get in touch.