LiBi Software Technology is authorized by IBM International to be the Support Provider for IBM Cognos customers in Israel. The purpose of the support team is to help and find solutions to issues that do not entail a visit to the customer site in order to define and solve the problem.

Providing a solution to product malfunctions by using LiBi's knowledge and expertise, or directing the support request to the IBM International Support center.

LiBi's first line of support operates from Sunday to Thursday between 9am and 6pm (excluding weekends and holidays).

The call center is responsible for:

• Receiving the customer's call/fax/e-mail request.

• Understanding the request and the problem.

• Documenting the support request in LiBi's customer service systems.

• Examining the request and defining it as:

1. Product Malfunction – Issues that are defined as basic processes the software should support.

2. Product Changes – Help with requests for the software enhancement.

3. Basic “How to?” – Basic support for “how to” requests which are no longer than 10 minutes of phone support.