IBM Internet Security Systems (ISS) is happy to introduce an exciting new tool that will allow you to view your orders and product delivery status online: Order Status OnLine (OSOL). OSOL gives you a real-time view of your order status, from processing through delivery.
Below are some frequently asked questions (FAQs) about OSOL, the registration process, and some instructional information about the process used to view orders.
Questions
- How do I view my orders via the Internet?
- Where can my CMR number be found?
- What information can I expect to find in Order Status OnLine (OSOL)?
- Why must I register to obtain an IBM User ID and password? What information is required?
- When will I be able to use OSOL to view my order and delivery status?
- Who is my Customer Support Rep?
- If I am an end user ordering through a business partner or reseller, how will I get information on the status of my order?
Q. How do I view my orders via the Internet?
A: If you are not an IBM Easy Access customer or IBM Business Partner, the Order Status OnLine (OSOL) application allows customers to view their hardware order status and delivery detail in an easy and secure manner, from the time the order has been processed through to delivery. The data provided are near real-time and will include a link to the carrier delivery notice when available.
Users have two options to access the information in OSOL:
- Guest access using a combination of your customer master record number (CMR), which will can be found on the Shipping Confirmation e-mail AND the Order number OR your customer reference/purchase order number (this provides access to select orders).
- Registered access using your IBM account ID and password. This allows you to access all of your orders and provides additional reporting functionality.
Connecting to Order Status OnLine is easy, just click on this link or paste it into your browser: www.ibm.com/account/orderstatus/myorders/login?cc=us
From the Order status sign in screen, you can input the information as a guest user, or if you choose, register for access that provides you with more capability. If you have already registered and have an IBM ID and password, input those under the My account section, found under the heading, Related Links. If you do not already have an IBM registration ID and password, click the My account link and select the option to Register now. You will then be stepped through the registration and access request processes. Once submitted and processed, you will receive an e-mail confirming your entitled access. You can then begin to use OSOL as a registered user. Until the e-mail is received, you have the option to use OSOL as a guest user.
For further information or assistance, please contact our Customer Support OnLine Web team at 877-504-8930, option 3, Monday through Friday, 08:00 a.m. - 8:00 p.m. eastern standard time.
If you are an IBM Easy Access customer, your enterprise portal features an order status tool designed specifically for your data intensive needs, Integrated Order Status. For optimal performance, visit your IBM Easy Access site. Your IBM Web Sales Manager will be happy to show you the new features available to you.
If you are an IBM Business Partner, for optimal performance, visit PartnerWorld to access ordering and order status tools designed for your data intensive needs. PartnerWorld provides you with order status plus a wealth of resources such as technical support, education, marketing campaigns, sales tools and more.
Q. Where can my CMR number be found?
A: Every IBM ISS customer receives a Shipping Confirmation via e-mail once their order is booked with IBM. The e-mail contains pertinent information such as CMR number, order number, Purchase Order (PO) number, product detail and quantity.
Q. What information can I expect to find in Order Status OnLine (OSOL)?
A: OSOL obtains information from the Integrated Order Status database. It contains order, manufacturing and distribution information for all hardware orders you have placed with IBM over the last 13 months. Order status information for orders you have placed with an IBM Business Partner needs to be obtained from the business partner. The order records you can access will depend on the search parameters you provide when accessing OSOL as a guest, or the entitlement parameters you provide when registering for access to OSOL. (e.g., If you register and indicate that you require access to all of the orders that carry your International account code and have a sold to customer number that indicates the United States, Italy and Japan, you will have access to those records only. Therefore, a query for an order in Canada, for instance, would not return any information to you.)
Q. Why must I register to obtain an IBM User ID and password? What information is required?
A: Registering for an IBM User ID and password allows you to access Web tools that have been made available to you to help you manage your account with IBM. With an IBM ID & password you can register for specific eTools such as Order Status OnLine, Invoices On-Line and Inventory OnLine. A registration link is available on all three of these useful eTools.
The following information is required for the IBM Registration Process:
- User ID - In e-mail format and not in use by another previously registered user
- Password - Eight character minimum
- Personal information - Country of residence, language preference, first name, last name, e-mail address - daytime telephone number
- Company information - Company name, street address, city, state or province, zip or postal code and country location (of the business address)
Failure to provide any of the required fields prevents the user from completing IBM Registration. For further information or assistance, please contact our Customer Support OnLine Web team at 877-504-8930, option 3, Monday through Friday, 08:00 AM - 8:00 PM Eastern time.
Q. When will I be able to use OSOL to view my order and delivery status?
A: Customers will have the ability to login and view order status starting August 25, 2008.
Q. Who is my Customer Support Rep?
A: Please send an e-mail to csohw@us.ibm.com with your company name, address, and phone number requesting information on your Customer Support Rep, or call our Customer Support OnLine center at 877-426-6006 option 2.