For more info read reference:

EC 312-38 Website

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Understanding functional and technical aspects of IBM Certified Associate Administrator - IBM QRadar Security Principles and Practices

The following will be discussed in IBM C1000-026 exam dumps:

• Providing regular status updates,
• For any critical issue (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relief can be obtained (in line with IBM's standard 24x7 for critical problems). If you are not able to provide resources, the severity may be downgraded.
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• confirming next steps in problem investigations
• As feasible providing solutions, workarounds or fixes for errors / problems
• Having committed responses times
• Providing regular status updates
• Logging all calls
• Assigning severity
• Setting realistic expectations
• Identify unknown errors / problem with the IBM SaaS products, try to debug and resolve and open an IBM Level 2 case for errors / problems that you can not resolve on your own
• Include the Technical Support as specified in the applicable
• Tracking customer incidents / cases
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Obtaining additional information for debugging
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• All communication with your End User
• Implement solution, workaround or fix, as provided by IBM.
• Qualifying incoming calls verifying each End User's entitlement and determining if it is a new call or a call for an existing incident / case
• Add content to IBM knowledge base support portal(s) for the IBM SaaS products to fill any knowledge gaps that exist for known errors or problems
• Managing End User satisfaction issues
• Work with IBM on issues sent to IBM Level 2 Support, including getting additional information from the End User needed to reproduce the error or problem.
• Have and maintain a system
• Managing cases from the first call through to resolution
• Identify known errors and provide resolution to End User

Reference: https://www.ibm.com/training/certification/C0003602

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