IBM Informix support in the UK sourced via OpenPSL

You may recall that we had an issue in March whereby IBM Informix Tech Support were refusing to accept calls from customers or partners where the support had been sourced through UK distributor OpenPSL. This new arrangement was eventually deferred until 1st July ... This issue has been escalated through the IIUG and its President Stuart Litel, and today IBM Worldwide exec Melinda Matthews and IBM Director of Channel Sales, Software Group, EMEA Ralph Haupter were kind enough to meet me at IBM Bedfont to discuss the issues arising from this. Ms Matthews began by explaining IBM's position, which is basically that IBM provides two channels for IBM Informix support sales, one through Passport Advantage, which can be fulfilled direct with IBM or through a partner, which grants the customer a direct relationship with IBM: and an ISV relationship via OpenPSL, where one of the conditions of the arrangement BETWEEN IBM AND OPENPSL is that OpenPSL shall be responsible for all Tech Support. I pointed out that, in my experience and in that of other partners to whom I had spoken, this distinction that IBM wished to draw was not apparent to partners and customers alike. Instead, we all thought we were buying a commodity ("IBM Informix Tech Support") whose Terms and Conditions would be the same regardless of distributor. We agreed that there was a clear breakdown of communication. IBM do not believe that is was their responsibility to communicate the specific terms and conditions of support fulfilled through OpenPSL. Perhaps OpenPSL would have a different view. I am of course in no position to comment on where this responsibility does in fact lie. Anyway, to move forward, Ms Matthews and Mr Haupter have said that they intend that the true position is communicated clearly to ISV partners ahead of the 1st July deadline. It will be made clear that partners renewing support for customers should consider very carefully whether a direct contact with IBM Informix Tech Support is essential to that customer and, if it is, renew through Passport Advantage rather than through OpenPSL. They have also promised to look at the case of a particular end user who will be in an unclear position from 1st July until that customer's renewal is due. Whether the decision made in this customer's case will set a general precedent is unclear. -- Neil Truby t:01932 724027 Director m:07798 811708 Ardenta Limited e:neil.truby@ardenta.com Member of the IIUG Board of Directors.