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						<td class="template-title"><span>Transition to New IBM Support Community</span></td>
						<td><img align="right"    src='http://content.mail3.spopessentials3.com/ra/2018/31145/02/33189273/template-9_news.png' width="140"  /></td>
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						<td class="introduction">Dear IBM Supply Chain Business Network (formerly IBM Sterling B2B Services) Customer,<span>This is a follow-up to our communications last year in which we informed you of the new Support Community, which will replace the Client Success Portal.<br />
						<br />
						We appreciate the opportunity to have you as a client.&nbsp; IBM continually strives to seek new and better ways to improve the support experience we offer you.&nbsp; With that in mind, we&rsquo;re implementing some enhancements to our support model by launching a new Support Community for IBM offerings.</span></td>
					</tr>
					<tr>
						<td class="call-out" style="padding-left:20px; border-left:3px #2d74da solid;" td="">During the transition weekend:<br />
						<br />
						The move to this new support experience will continue to evolve and become richer over time.&nbsp; We invite you to view the following quick videos which provide an overview of the initial experience.<br />
						&nbsp;
						<div style="text-align: center;">Introducing the IBM Support Community: Search <a href="http://links.mail3.spopessentials3.com/ctt?kn=8&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_121131033" target="_blank" >https://mediacenter.ibm.com/media/t/1_hjcvgybl</a><br />
						<br />
						IBM Support Community: Open And Manage Cases<br />
						<a href="http://links.mail3.spopessentials3.com/ctt?kn=2&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_121247737" target="_blank" >https://mediacenter.ibm.com/media/t/1_47uqs38j</a><br />
						<br />
						Introducing the IBM Support Community: Forums <a href="http://links.mail3.spopessentials3.com/ctt?kn=4&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_121324010" target="_blank" >https://mediacenter.ibm.com/media/t/1_dnpmr6oi</a></div>
						<br />
						Among other improvements, we&rsquo;re incorporating IBM Watson technology to provide a &ldquo;one-stop shop&rdquo; for Customer Support related information for SCBN. We know you may have other IBM products; those will also be migrating to this new experience over time.<br />
						<br />
						Within the new Support Community, self-service capabilities will be available to allow for better ease of use.&nbsp; They include:&nbsp;
						<ul>
							<li>Ticket creation/updates</li>
							<li>Ability to attach documents for review by Support</li>
							<li>Simplified search capability to view ticket history and knowledge base artifacts</li>
							<li>&hellip;and much more! &nbsp;</li>
						</ul>
						We plan to transition SCBN to the new <a href="http://links.mail3.spopessentials3.com/ctt?kn=5&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_121810850" target="_blank" >Support Community</a><br />
						from March 2nd at 8 pm EST to March 5th.<br />
						&nbsp;</td>
					</tr>
					<tr>
						<td style="padding-left:20px; padding-top: 20px"><strong>During the transition weekend:</strong>
						<ul>
							<li>You will no longer be able to create cases in the current Client Success Portal (CSP) for Supply Chain Business Network (SCBN) editions and related components. Users accessing the current Portal will be directed to our new Community.</li>
							<li>Your ticket (henceforth to be referred to in the Community as &ldquo;case&rdquo;) history will not be visible in the Community as migration will be in progress at that time.</li>
						</ul>
						<strong>On Monday, March 5th:</strong>

						<ul>
							<li>Your case history and any cases in process will be accessible on the Community.</li>
							<li>Supply Chain Business Network editions and other components will be included in the Community product list. Please reference the table below for the prior service name you have used vs what you will see in the new tool.</li>
							<li>You will be able to access the new Community portal to open a new case</li>
						</ul>
						You will continue to use our <a href="http://links.mail3.spopessentials3.com/ctt?kn=9&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_123528279" target="_blank" >Customer Center Portal site</a> for various tracking related tools (Document Tracking, Inflight, others). Webforms users will continue to use the <a href="http://links.mail3.spopessentials3.com/ctt?kn=3&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_123834443" target="_blank" >Webforms site </a>for document access. For reporting severity 1 issues, the phone numbers remain the same, and can be found in your Support Plan, or the <a href="http://links.mail3.spopessentials3.com/ctt?kn=7&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180221_124353244" target="_blank" >Software as a Service support guide</a>.<br />
						<br />
						To offer the best client experience, <em><strong>use of the Support Community, including forums, chat, knowledge content and cases is the preferred method for interacting with support</strong></em>. Limited use of email to case will remain available if your contract includes IBM interacting with trading partners (non-IBM clients) &ndash; only for cases that involve those trading partners.&nbsp;Visibility limitations may be experienced when using email to case in non-specified scenarios.<br />
						<br />
						You can access the new Support experience directly by following these steps:<br />
						&nbsp;<br />
						1) Go to <a href="http://links.mail3.spopessentials3.com/ctt?kn=1&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180222_135543909" target="_blank" >www.ibm.com/mysupport,</a> where you can select your Product from the list.<br />
						2) For a personalized experience (including access to your open or historical cases), log in with your IBM ID. If you do not have an IBM ID, you can go here to sign up for one: <a href="http://links.mail3.spopessentials3.com/ctt?kn=6&ms=MzMxODkyNzMS1&r=NzA1NDE2ODAxNzE0S0&b=0&j=MTIyMjc4Nzk2NgS2&mt=1&rt=0" name="Hyperlink_20180222_135717565" target="_blank" >https://www.ibm.com/account/us-en/signup/register.html.</a><br />
						&nbsp;
						<table border="1" cellpadding="1" cellspacing="1" style="width: 100%;">
							
								<tr>
									<td>Old ticket system product name</td>
									<td>New Support Community product name</td>
								</tr>
								<tr>
									<td>B2B Services Collaboration Network</td>
									<td><strong>Supply Chain Business Network Essentials</strong></td>
								</tr>
								<tr>
									<td>B2B Services (Hosted Translations)</td>
									<td><strong>Supply Chain Business Network Standard</strong></td>
								</tr>
								<tr>
									<td>B2B Services Integration Plus (Managed Services)</td>
									<td><strong>Supply Chain Business Network Premium</strong></td>
								</tr>
								<tr>
									<td>Supply Chain Visibility</td>
									<td><strong>Supply Chain Visibility</strong></td>
								</tr>
								<tr>
									<td>Supplier Portal</td>
									<td><strong>Supplier Portal</strong></td>
								</tr>
								<tr>
									<td>Sterling Webforms</td>
									<td><strong>Sterling Webforms</strong></td>
								</tr>
							
						</table>
						<br />
						If you experience a problem with the Community portal (such as a login issue, etc...), we are here to help.&nbsp; Please submit the details of your experience via our Support Community by clicking the &ldquo;Provide feedback&rdquo; link, and someone will get back to you as quickly as possible. We hope you enjoy the enhancements of this new IBM support experience and always welcome your feedback.&nbsp;<br />
						&nbsp;<br />
						&nbsp;</td>
					</tr>
					<tr>
						<td class="sign-off"><span>Regards,<br />
						<br />
						<strong>IBM Supply Chain Business Network Team </strong></span></td>
					</tr>
				
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			</td>
		</tr>
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