Contacting IBM Software Support

 

IBM Software Support provides assistance with product defects.

Before contacting IBM Software Support, your company must have an active IBM software maintenance contract, and be authorized to submit problems to IBM. The type of software maintenance contract that you need depends on the type of product you have:

If you are not sure what type of software maintenance contract you need, call 1-800-IBMSERV (1-800-426-7378) in the United States or, from other countries, go to the contacts page of the IBM Software Support Handbook on the Web (techsupport.services.ibm.com/guides/contacts.html) and click the name of your geographic region for phone numbers of people who provide support for your location.

Follow the steps in this topic to contact IBM Software Support:

  1. Determine the business impact of your problem.

  2. Describe your problem and gather background information.

  3. Submit your problem to IBM Software Support.

 

Determine the business impact of your problem

When you report a problem to IBM, you will be asked to supply a severity level. Therefore, you need to understand and assess the business impact of the problem you are reporting. Use the following criteria:
Severity 1 Critical business impact: You are unable to use the program, resulting in a critical impact on operations. This condition requires an immediate solution.
Severity 2 Significant business impact: The program is usable but is severely limited.
Severity 3 Some business impact: The program is usable with less significant features (not critical to operations) unavailable.
Severity 4 Minimal business impact: The problem causes little impact on operations, or a reasonable circumvention to the problem has been implemented.

 

Describe your problem and gather background information

When explaining a problem to IBM, be as specific as possible. Include all relevant background information so that IBM Software Support specialists can help you solve the problem efficiently. To save time, know the answers to these questions:

 

Submit your problem to IBM Software Support

You can submit your problem in one of two ways:

If the problem you submit is for a software defect or for missing or inaccurate documentation, IBM Software Support will create an Authorized Program Analysis Report (APAR). The APAR describes the problem in detail. Whenever possible, IBM Software Support will provide a workaround for you to implement until the APAR is resolved and a fix is delivered.

IBM publishes resolved APARs on the IBM product support Web pages daily, so that other users who experience the same problem can benefit from the same resolutions.

Related tasks
Searching knowledge bases
Getting fixes