Welcome Netcool Reporter customers:

IBM announced End-Of-Support (EOS) in September 2014. IBM will refer customers who wish to continue to use Reporter directly to Viador to obtain software support.  Viador owns the intellectual property rights for Reporter, and plans to continue to provide support for the product to those who have purchased licenses from IBM.   

 

Viador headquarters is located in San Mateo, CA and we have an engineering team located in China.  We specialize in cross-platform business intelligence portal and reporting tools.  Our SQL reporting product was originally rebranded for Micromuse in 2000, as the Netcool/Reporter product.  When IBM bought Micromuse in 2006, we continued to provide the Reporter product, rebranded as IBM/Tivoli Netcool/Reporter.  As the developer of Reporter, we have worked closely with IBM/Tivoli Netcool/Onmibus Product Management to provide Level 3 support and maintain the product through Fix Pack releases.  We will continue to coordinate our efforts closely with IBM to maintain the highest quality standards, support new operating systems and databases, and address security issues.

 

To request Software Support from Viador, please initiate contact us directly, by telephone or email:
Main Telephone: 
888-503-0277,
Ask for any of the following senior managers:
--Akber Panjwani, ext. 101,
This e-mail address is being protected from spambots. You need JavaScript enabled to view it ,
--Peter Ng, ext. 103,
This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Or, send an email requesting to:
This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or, 
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Put “Support for Reporter” in the Subject line.

 

Viador Standard Software Support Package Summary:
Software support will be provided through Viador corporate headquarters , under the following process:
• Software Support will be provided during working hours, 8:00AM to 4:00PM, Pacific Time, from Monday to Thursday,
• To access support services, send an email to
This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or
call 888-503-0277, ext. 103.
• We will respond in less than 8 hours,
• We will follow a 3-tier process to manage software support cases :
   Tier-1:  Open a case in Bugzilla, collect information to document the issue, and asses the severity of the issue,
   Tier-2: Ongoing diagnosis and analysis and of the issue,
   Tier-3:  If an issue with Reporter is found to be a defect in our software, we will issue a hot fix patch to address the issue,

At any stage in this process, if an issue is found to be:
• Caused by some other component of the IBM/Tivoli Netcool/Omnibus  suite (eg., the Gateway), we will advise that a case be opened directly with IBM Support,
• Related to installation or applying a fix pack, we will work with you to ensure that the issue is resolved on a timely basis,
• Related to our Support Matrix, we will follow IBM standards for support of new OS/DB, and enhance the product in the next Fix Pack,
• An enhancement request, we will consider the relative-value of adding this as a feature in a future release,
• We will issue Fix Packs on an annual basis, and will occasionally issue a new minor or major release to deliver significant improvements in the functionality of Reporter. 


Viador Support Contract and Billing Cycle:
We will honor the IBM/Tivoli Netcool/Reporter licenses purchased from IBM.  To obtain support from Viador, IBM customers will need to agree to a contract for Standard Software Support, which includes the following:
• Annual Contract for Software Support,
• An annual amount,
• Annual support cycle, start date and end date,
• Primary contact for billing, and
• Primary technical contact,  and other related information,

We will issue quotes to renew Standard Software Support on an annual basis.  This quote will be sent two months prior to the renewal date.