Create customer-viewable "Storage Fusion IBM Service/Support Reference Guide"

The consensus of several IBM Storage Fusion HCI users and IBMers ( including Storage Fusion HCI HW Service Planning) is:

1. A "Storage Fusion HCI / SW Support Reference Guide", similar to the external customer-facing IBM Elastic Storage Server Support Reference Guide" ( see example here https://www.ibm.com/support/pages/node/6252477 ), would be very beneficial to customer and Technical Acccount Manager (TAM) satisfaction for Storage Fusion HCI . The existing Storage Fusion HCI/SW Support reference procedure is not externally documented in one place.

2. For the Storage Fusion customer, the TAM is the only available Storage Fusion solution-level interface for triage and managing IBM Spectrum Fusion Service/Support calls. Storage Fusion TAMs are responsible to know the existing Storage Fusion HCI/SW Support reference procedure, which is only documented internally. If the TAM is not avail, or if it a new TAM to a new Storage Fusion customer, then it has proven to be difficult for customer and new TAM to figure out how to use IBM Service Support for either Storage Fusion HCI HW or SW.

3. TAM's and Customers today have no choice except to manage their own Storage Fusion problem solving by reading Storage Fusion documentation and self-determining where problems may lie and how to isolate. They often may not be able to self-determine whether or not they're dealing with a Storage Fusion HW or SW problem and thus cannot place IBM Service calls accordingly.

4. The creation of a customer viewable, downloadable Storage Fusion Service Support Reference Guide, modeled after the Elastic Storage Server Support Reference Guide, would address the need to more clearly document how to get Storage Fusion HW and SW calls placed to IBM Service/Support - thus a low effort high payback idea that would be a big benefit to Storage Fusion HCI.