Meet Aramar Support: Your First Point of Contact for IBM Solutions

The support desk has changed over the last few years so being the Support Manager I thought it would be nice to introduce myself and Aramar Support.

My name is Shafique Rahman and I manage the Support Desk. I’m usually the first point of contact when a Support ticket comes in.

The support desk operates from 9am to 5.30pm Monday to Friday covering support for a wide range of products such as IBM Planning Analytics, IBM Cognos Controller, IBM Cognos Analytics and IBM Envizi ESG Suite amongst others.

When a new customer is on-boarded we have a Support Introductory meeting and send out a Support Handbook. This is where we introduce ourselves and talk about all matters support desk related!

We’re open to all types of requests, Support, Services, Training, we always encourage customers to submit a ticket and I’ll triage the ticket to the appropriate team.

Our main point of contact is through our support email, but we do have phone and support portal options as well.

Did you know, once you’ve registered with our Support Desk you can add/update tickets yourself via the support portal?

The Support desk has also been involved in numerous projects with IBM including Planning Analytics / Controller upgrades and Cloud Migrations.

We’re also involved with Product training and running Health checks on your Planning Analytics and Controller environments

Feel free to contact us if you’re thinking of any training requirements or upgrading or migrating to the Cloud for either IBM Planning Analytics or Controller.

There are times when a Support ticket needs the assistance of the great Product Specialists we have here at Aramar.

As long as a Product Specialist is not booked out on any other customer work, they’ll take a look at the request as soon as they can.

We also have close ties with IBM Support. If you’re an Application Support customer and there’s a ticket that needs IBM’s assistance, we can log a ticket on your behalf with IBM’s Support desk and work with them to investigate the ticket.

The support desk has also created many Knowledge Base Articles. These can be found on our website, full of expertly written articles showcasing ‘How To’s’, ‘Tips’ and ‘News & Information’!

While you’re reading up on our Knowledge Base Articles, why not check out our Blogs published on the website as well!

So, that’s Aramar Support in a nutshell, have any questions, please do get in contact!

Let us know your thoughts here.

Shafique Rahman, Support Manager, 26th March, 2025