Date: October 14, 1999
IBM Support Line is a billable service that provides remote technical assistance. In general, Support Line provides the best support in the industry. However, if you are not getting the support you need, Support Line has an escalation procedure. The procedure is simple. Simply ask to speak with the "duty manager." Duty managers are available 7x24 and will take ownership of the problem. I have escalated issues to a duty manager on several occasions, and I've always been satisfied with the results. Don't hesitate to use the escalation process. It's there for you, and it works!
For more information on Support Line and their services, please visit their web site at http://www.as.ibm.com/asus/suptline2.html