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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: EMEA Specific Policies & Procedures | 25% | - Regional support terms and conditions - Service level agreements (SLAs) in EMEA - Local compliance and regulations |
| Topic 2: Problem Resolution & Maintenance Delivery | 25% | - Upgrade, migration and end-of-support guidance - Diagnosis and troubleshooting methodologies - Parts replacement and logistics |
| Topic 3: Technical Support Structure & Channels | 25% | - Support portal and case management tools - IBM support hierarchy and escalation paths - Remote vs on-site support processes |
| Topic 4: IBM Maintenance Offerings & Portfolio | 25% | - Types of IBM maintenance contracts - Warranty vs extended maintenance - Maintenance coverage scope |
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