I am repeatedly asked by clients whether they should continue IBM Cognos Support. I am a big believer in maintaining IBM Cognos Support as there are a number of benefits. Many benefits clients don’t even know exist. There are three basic levels of IBM Cognos Support – Standard, Advantage, and Premier.
Most clients have Standard Support, so I’ll focus on the benefits associated with standard support.
The biggest benefit is access to new maintenance releases. As long as you continue support, you have the right to upgrade your software to the new maintenance release. Please note that when significant functionality is added, there may be a migration fee or a need to upgrade your licenses to get this new functionality.
As long as you continue to be supported, you will have access to contact IBM Cognos Support if you have issues. Clients have on-line support access to service request management and research issues in the knowledge base. If you are designated as a support contact for your organization, you have the ability to log service requests via the web or phone. There are different levels of designation which are primary, secondary and authorized caller.
See the chart from the IBM Cognos Support Plans Guide:
What happens if you let IBM Cognos support lapse?
You will not get access to support and will not be able to upgrade your licenses. If you recently lapsed, we recommend you contact your support renewal representative and try to get reinstated. You may be penalized for letting it lapse. If your support lapsed a long time ago and you want support or to upgrade, contact Lodestar Solutions and we can provide you a competitive quote on new licenses.
Should I pay for support for licenses I am not currently using?
That depends on if you think you will use them. The prices for IBM Cognos have increased, so if you let maintenance lapse on some of the licenses and you decide you want to use them later, you will be required to purchase new licenses at a higher price. IBM Cognos Maintenance is 20% of the purchase price and it’s a lot cheaper to pay maintenance instead of buying new. I recommend you evaluate if other departments in your organization may need licenses or see if you can expand IBM Cognos to solve another business issue.
The below chart is from the IBM Cognos Support Plan Guide: