Domino - CLIENT ADVOCACY FAQS:
1. What is HCL Client Advocacy?
A customer centric approach is the foundational element of the HCL Products business philosophy and a key component of the HCL Products and Platforms strategy to drive overall success of the product portfolios. The Client Advocacy program strives to deliver an interactive approach to customer relationships that compliments existing processes and provides the greatest value and service through strong connections to our product area experts.
In other words, working with and understanding our customers is key to everything we do!
2. Who is the Client Advocate?
A Client Advocate is an HCL Employee from within the Development organization, that is a direct technical point of contact for the customer.
3. Why is HCL Client Advocacy participation beneficial?
A Client Advocate provides the participant:
4. What products are covered by "HCL Client Advocacy - Domino"?
All offerings associated with HCL Products and Platform division have a Client Advocacy program.
"HCL Client Advocacy - Domino" covers the following IBM branded products.
5. Is my company eligible to participate in "HCL Client Advocacy - Domino"?
All IBM Domino Customers or Business Partners with active IBM Software Subscription and Support (S&S) are eligible for the "HCL Client Advocacy - Domino" program.
6. How much does the "HCL Client Advocacy - Domino" program cost?
There is no additional cost to customers with active IBM Software Subscription and Support (S&S).
7. Is there a legal procedure associated with the program?
The Non Disclosure Agreement (NDA) between customer on S&S with IBM covers this program as well.
8. How does "HCL Client Advocacy - Domino" work with IBM AVP Customers?
The Client Advocate partners with the AVL in understanding the customer experiences and priorities, and facilitating appropriate feedback from the core technical team. The AVL provides a premium service for the customer, while the Client Advocate is a development centric resource for the AVL.
9. How does "HCL Client Advocacy - Domino" work with Business Partners?
The Client Advocate partners with the Business Partner in understanding their customer experiences and priorities, and facilitating appropriate feedback from the core technical team. The Business Partner provides a premium service for the customer, while the Client Advocate is a development centric resource for the Business Partner.
10. Does a customer now raise problems to the Client Advocate instead of IBM Support?
No. The IBM Support process remains the same and needs to be followed. It's OK to make the Client Advocate aware of open cases. The Client Advocate may help facilitate if, for any particular case, the Support process is not moving along satisfactorily or the problem is critically impacting customer business in some way.
11. What is expected of me as a Customer participating in HCL Client Advocacy Program
Customer participation will run a gamut of:
The Client Advocacy program is designed to benefit customers, Business Partners, and HCL development in equal measure.
12. Does "HCL Client Advocacy - Domino" help with licensing and subscription renewals?
No. This is still handled by your IBM Sales, Services. or an AVP representative.
13. How do you request enrollment in the "HCL Client Advocacy - Domino" Program?
Eligible customers may request enrollment on the HCL Collaboration Community Website, via the following link.
http://forums.hclcloudapps.com/clientad.nsf
Your request will be reviewed by the HCL Domino Client Advocacy Management Team and they will respond to you promptly.
14. How do I raise an Enhancement Request for an IBM Domino Product and check its status?
The AHA tool is available from IBM for handling enhancement requests, via the following links
General Steps:
Click on “Add a new idea”as a Guest or "Log in" with your email so you can track your ideas.
Take a look at other ideas and vote for the ones you want. This will help with roadmap priorities.
Additionally, customers are encouraged to keep your HCL Domino Client Advocate updated on their prioritized list of Enhancements Requests (links to AHA requests).
15. Where can I find the latest news on what is happening with IBM Collaboration?
You can refer to the below links for the latest information with the Notes Domino product family.
https://www.ibm.com/collaboration/ibm-domino
https://www.ibm.com/blogs/collaboration-solutions
A customer centric approach is the foundational element of the HCL Products business philosophy and a key component of the HCL Products and Platforms strategy to drive overall success of the product portfolios. The Client Advocacy program strives to deliver an interactive approach to customer relationships that compliments existing processes and provides the greatest value and service through strong connections to our product area experts.
In other words, working with and understanding our customers is key to everything we do!
2. Who is the Client Advocate?
A Client Advocate is an HCL Employee from within the Development organization, that is a direct technical point of contact for the customer.
3. Why is HCL Client Advocacy participation beneficial?
A Client Advocate provides the participant:
- opportunity to discuss successes, challenges, and pain points of the customer's deployment and product usage
- a collaborative channel to the Offering Management, Support and Development Teams
- proactive communications on product news, updates, and related events/workshops
- more frequent touch points on roadmaps and opportunity to provide input on priorities
- facilitation of lab services engagements or support team as appropriate
4. What products are covered by "HCL Client Advocacy - Domino"?
All offerings associated with HCL Products and Platform division have a Client Advocacy program.
"HCL Client Advocacy - Domino" covers the following IBM branded products.
- Notes
- Domino
- Verse On Premises
- Traveler
- Sametime
- iNotes
- Domino Mobile Apps
- App Dev Pack
- SCN Web, Verse On Cloud
5. Is my company eligible to participate in "HCL Client Advocacy - Domino"?
All IBM Domino Customers or Business Partners with active IBM Software Subscription and Support (S&S) are eligible for the "HCL Client Advocacy - Domino" program.
6. How much does the "HCL Client Advocacy - Domino" program cost?
There is no additional cost to customers with active IBM Software Subscription and Support (S&S).
7. Is there a legal procedure associated with the program?
The Non Disclosure Agreement (NDA) between customer on S&S with IBM covers this program as well.
8. How does "HCL Client Advocacy - Domino" work with IBM AVP Customers?
The Client Advocate partners with the AVL in understanding the customer experiences and priorities, and facilitating appropriate feedback from the core technical team. The AVL provides a premium service for the customer, while the Client Advocate is a development centric resource for the AVL.
9. How does "HCL Client Advocacy - Domino" work with Business Partners?
The Client Advocate partners with the Business Partner in understanding their customer experiences and priorities, and facilitating appropriate feedback from the core technical team. The Business Partner provides a premium service for the customer, while the Client Advocate is a development centric resource for the Business Partner.
10. Does a customer now raise problems to the Client Advocate instead of IBM Support?
No. The IBM Support process remains the same and needs to be followed. It's OK to make the Client Advocate aware of open cases. The Client Advocate may help facilitate if, for any particular case, the Support process is not moving along satisfactorily or the problem is critically impacting customer business in some way.
11. What is expected of me as a Customer participating in HCL Client Advocacy Program
Customer participation will run a gamut of:
- A read-only participant, where you get newsletters, sent out to you keep you to keep you up to date and informed on happenings;
- A fairly interactive participant helping to shape future roadmaps which also helps shape your near term and long term strategies;
- Involved in deep dives with Technical Teams (Product Engineers) on critical problems impacting your business today;
- Other...
The Client Advocacy program is designed to benefit customers, Business Partners, and HCL development in equal measure.
12. Does "HCL Client Advocacy - Domino" help with licensing and subscription renewals?
No. This is still handled by your IBM Sales, Services. or an AVP representative.
13. How do you request enrollment in the "HCL Client Advocacy - Domino" Program?
Eligible customers may request enrollment on the HCL Collaboration Community Website, via the following link.
http://forums.hclcloudapps.com/clientad.nsf
Your request will be reviewed by the HCL Domino Client Advocacy Management Team and they will respond to you promptly.
14. How do I raise an Enhancement Request for an IBM Domino Product and check its status?
The AHA tool is available from IBM for handling enhancement requests, via the following links
- Web: https://domino.ideas.aha.io/ideas
- Sametime Chat: https://domino.ideas.aha.io/?project=STC
- Sametime Meetings: https://domino.ideas.aha.io/?project=ISM
- Wiki Reference:
https://www.ibm.com/blogs/collaboration-solutions/2018/07/16/help-us-make-domino-better-product-ideas-lab/
General Steps:
Click on “Add a new idea”as a Guest or "Log in" with your email so you can track your ideas.
Take a look at other ideas and vote for the ones you want. This will help with roadmap priorities.
Additionally, customers are encouraged to keep your HCL Domino Client Advocate updated on their prioritized list of Enhancements Requests (links to AHA requests).
15. Where can I find the latest news on what is happening with IBM Collaboration?
You can refer to the below links for the latest information with the Notes Domino product family.
https://www.ibm.com/collaboration/ibm-domino
https://www.ibm.com/blogs/collaboration-solutions