Your First Point of Contact for IBM Solutions
by Shaf Rahman
The support desk has changed over the last few years. As I am the Support Manager I thought it would be nice to introduce myself and what I do at Aramar Support.
Hi, my name is Shafique Rahman and I manage the Support Desk. I’m usually the first point of contact when a Support ticket comes in.
The support desk operates from 9am to 5.30pm Monday to Friday covering support for a wide range of products such as IBM Planning Analytics, IBM Controller, IBM Cognos Analytics and IBM Envizi ESG Suite amongst others.
When a new customer is on-boarded we have a Support Introductory meeting and send out a Support Handbook. This is where we introduce ourselves and talk about all matters support desk related!
We’re open to all types of requests, Support, Services, Training, we always encourage customers to submit a ticket and I’ll triage the ticket to the appropriate team.
Our main point of contact is through our support email, but we do have phone and support portal options as well.
Did you know, once you’ve registered with our Support Desk you can add/update tickets yourself via the support portal? But only if you want to.
As the Support desk manager I have also been involved in numerous projects with IBM including Planning Analytics / Controller upgrades and Cloud Migrations.
I also support with Product training and running Health checks on your Planning Analytics and Controller environments
Please contact us if you would like advice on any of these topics.
There are times when a Support ticket needs the assistance of the great Product Specialists we have here at Aramar. As long as a Product Specialist is not booked out on any other customer work, they’ll take a look at the request as soon as they can.
We also have close ties with IBM Support. If you’re an Application Support customer and there’s a ticket that needs IBM’s assistance, we can log a ticket on your behalf with IBM’s Support desk and work with them to investigate the ticket.
If you aren’t ready for a big health check, or aren’t ready to talk, why not visit our Knowledge Centre, full of expertly expertly written articles showcasing ‘How To’s’, ‘Tips’ and ‘Best Practice’!