Contacting IBM Support

IBM Support provides assistance with product defects, answers FAQs, and helps users resolve problems with the product.

Before you begin

Before you contact IBM® Support, search for an answer or a solution by using other options first:

If you are unable to find an answer or a solution in the Support portfolio or in the IBM Technotes, check to be sure your company or organization has an active IBM maintenance contract, and that you are authorized to submit a problem to IBM, before you contact IBM Support.

Procedure

To contact IBM Support:

  1. Define the problem, gather background information, and determine the severity of the problem. For more information, see the Getting IBM support topic in the Software Support Handbook.
  2. Gather diagnostic information.
  3. Submit the problem to IBM Support in one of the following ways:
    • By using IBM Support Assistant (ISA), if the Service Request tool is enabled on your product.
      • Any data that has been collected can be attached to the service request. Using ISA in this way can expedite the analysis and reduce the time to resolution.
    • Online through the IBM Support Portal: You can open, update, and view all of your service requests from the Service Request portlet on the Service Request page.
    • By telephone for critical, system down, or severity 1 issues. For the telephone number to call in your region, see the Directory of worldwide contacts web page.

Results

If the problem that you submit is for a software defect or is about missing or inaccurate documentation, IBM Support creates an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, IBM Support provides a workaround that you can implement until the APAR is resolved and a solution is delivered to you. IBM publishes resolved APARs on the IBM Support website daily, so that other users who experience the same problem can benefit from the same resolution.